When Self-Service is Better Service

This article explains how airlines are passing along more chores to passengers to manage their flights, while airlines play a supporting role by providing more self-service options. The author states that an IATA survey revealed that passengers demand more opportunities to take control of their travel experience. At the same time, they want to remain wired to their phones, PDAs, and laptops while in the air. Inflight WiFi is one of the biggest improvements airlines will introduce in the coming year. At Heathrow’s newly opened Terminal 5, some 80 percent of passengers will check in online. In Japan, a new system allows domestic passengers to move through check-in areas with their mobile phones. The article also describes biometric systems in Sweden and France to speed up check in. The U.S. is behind in this type of technology.