Best way to treat airline passengers?
IIn my previous articles, I’ve highlighted various situations happening at arrival areas – maybe even related to your own airport??
Today I would like to take you on to just a small journey down into the arrival area as a regular passenger, having lost your luggage upon arrival:
You are not alone. You look around and see the same frustration on many faces. There are long lines at the different counters, representing airlines you've never heard of. After some searching, you finally find the right one, but you’re already feeling the stress.
Let´s imagine:
SCENARIO 1: The Traditional Queue
After waiting almost 1 hour, it’s finally your turn. The agent behind the counter is professional and asks you to provide your details: your name, address, flight information, a description of your suitcase, shape, color (fun fact – it seems that the majority of men, when asked, will confidently tell you their suitcase is black, even it´s a completely different color), you are asked to show the little sticker with numbers provided from the tag you put on your bag as you checked in. How long you are staying, your forward address, did you have custom items in your lost baggage and if, you must describe what, how much more than allowed, etc., etc., etc.
The process takes a bit more than 10 minutes (average time for a manual reporting, case studies), plus the time you spent standing in the crowded line.
SCENARIO 2: The Kiosk Solution
You spot a few kiosks with much shorter lines. You quickly approach one, scan your tag, and some of your information appears on the screen. A few more questions are answered, and after about 5 minutes (average time for self-service, case studies) at the kiosk, you’re all set. The experience is much quicker and more efficient than the long queue.
SCENARIO 3: The Ultimate Seamless Convenience
Imagine this: You see a sign with a QR code for lost luggage. You scan the code and its ready for you whenever you choose - in the taxi to your hotel, in the train or once you´re home. Similar questions as for the use of the kiosk, but at your own pace and you skip the lines altogether.
SCENARIO 2 and 3 may not be available at your airport just yet. With nearly 30 years of experience, I can help bring seamless travel solutions to your airport, improving the experience for both passengers and airlines alike and make you do considerable better.