A NEW LEVEL OF SERVICE STANDARD FOR CHECK-IN AREAS SERVED BY SELF-SERVICE KIOSKS

摘要

New technologies have been implemented in many airports in order to reduce queuing at airport terminal and thus to improve the level of service (LOS). Among these, the self-service check-in solution expects the passenger processing to be more reliable and reduce considerably the dwell time at check-in areas. IATA′s Airport Development Reference Manual defines the LOS standards at passenger terminal areas in order to refer to the quality of the service provided. The LOS standards do not apply directly to self-service check-in, since the context of this process differ considerably from the traditional process. In this work we present an analysis of the self-service check-in solution offered by a Brazilian airline at S?o Paulo Congonhas International Airport, one of Brazil′s major airports. The information was collected through time-measurement, passenger interviews and kiosk software evaluation. A qualitative versus quantitative comparison is made in order to define a four-leveltime- based LOS standard for check-in areas served by self-service kiosks at this airport.