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Putting the passenger first

Published on  14 August by Bryan Thompson , General Manager for Planning, Strategy & Development, Melbourne Airport
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As passengers pass through Melbourne Airport, they're increasingly active in their use of IT to help them on their travels. More and more, they want information to flow to them through their mobile devices. This gives them back time, in essence, as they progress more smoothly. It also gives them the flexibility to move through our building the way they prefer rather than being forced through specific processes at any one time.

As our airport continues to grow, we are looking to transform our infrastructure and our processes and technology to improve service. That's why over the next two years we're investing $1 billion in a development plan, including the transformation of our international terminal. Working with SITA, we want to use technology in new ways to enhance our processes and efficiencies to make the journey smoother for passengers and for the airlines that serve them.

One of the solutions we're delivering is a two-stage common-use self-service (CUSS) and bag drop. We're proud to be one of the first airports in the world to introduce international CUSS bag drops. It provides self-service units so passengers can 'tag and drop' their own bags without queuing at a traditional check-in desk.

These bag drops have proven to be very successful: more than 90,000 bags have been self-checked by passengers since implementation, taking an average of just 30 seconds for each passenger.

In addition to saving our passengers' time and giving them flexibility, our move to CUSS has allowed the airport to reduce the footprint required to accommodate check-in within the terminal. Self-service bag tagging has moved the passenger away from having to crowd around the check-in space while their bags are being tagged.

This has had a huge impact on reducing the cost of operations for airlines while allowing for greater service delivery in constrained environments.

Learn more in my interview in the latest issue of the Air Transport IT Review.

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