Implementing Integrated Self-Service at Airports (2015) / Chapter Skim
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1 s u m m a r y Airport operators around the United States and the world are challenged with determining what role they should play in the movement toward a greater level of passenger self-service. Facilitating passenger self-service has primarily been driven by airlines, specifically with regard to passenger processing; however, airport operators are increasingly aware that they play a vital role in developing an end-to-end, integrated passenger self-service strategy.
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2 Implementing Integrated self-service at airports The industry is now considering a far more simplified view of the passenger journey. Rather than analyzing every potential functional step (check-in, bag drop, etc.)
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