FINDING CONVENIENCE : THE SEEMINGLY CONFLICTING DEMANDS OF CUSTOMER CONVENIENCE AND INCREASED SECURITY HAVE FORCED NEW THINKING UPON THE INDUSTRY

Information technology (IT) applications are bringing solutions to airports throughout the U.S. This article looks at such applications, beginning with the large flight information display screens that airports are offering at short-term or temporary parking lots. These displays provide drivers with constant information updates regarding the status of an arriving flight, and thus help reduce traffic congestion at curbside. A second application described is offsite check-in for passengers which allows passengers to receive boarding passes and drop off luggage ahead of time. Common use self service (CUSS) kiosks are showing up more at airports, enabling passengers to receive boarding passes from the different airlines participating in the kiosk service. Security checkpoints are also benefiting from IT applications. Private companies are promoting services where passengers can be registered as having “pre-clearance” and thus have access to exclusive security lanes. While online check-in has its advantages, new challenges have arisen, such the recognition or authentification of boarding documents. IT providers are continuing to explore and develop methods for increasing passenger convenience as well as enhancing passenger security.