Decision-Making Tool for Evaluating Passenger Self-tagging
The evolution of self-service passenger processing over the last 10 years has had a significant impact on airport terminal facility design and operation. This has resulted in a worldwide trend toward greater passenger involvement in the check-in process and reduced staffing. Airlines and airports continue to seek ways to reduce costs and simplify their operations without compromising the customer experience. Airports are also engaged in finding solutions that expand terminal capacity without adding physical space or costs to airlines. Some of these solutions have already included the passenger use of self-service kiosks and web-based check-in. Passenger self-tagging appears to be the next step in the evolution of the check-in process. As such, research is needed to assist airports and airlines in its potential implementation.
The objective of this research is to develop a decision-making tool that provides information to U.S. airports and airlines in evaluating the viability of passenger self-tagging for their organizations.