In a time when many airlines are downsizing or closing their doors, Australian airline Jetstar is implementing an aggressive growth strategy. Jetstar recognized that they would have to streamline their terminal operations if they hoped to realize their ambitious growth goals. The company concluded that the most effective way to make terminal operations faster, more efficient, and more cost effective was to set up a system that allowed customers to bypass long check-in lines.
Vendor: IBM (NYSE: IBM)
Technology Used: Custom IBM-developed self-service application platform, IBM WebSphere Application Server Express, IBM BladeCenter
Jetstar recognized that they would have to streamline their terminal operations if they hoped to realize their ambitious growth goals. The company concluded that the most effective way to make terminal operations faster, more efficient, and more cost effective was to set up a system that allowed customers to bypass long check-in lines.
Teaming up with IBM, Jetstar implemented a multi-functional, advanced self-service kiosk solution and traffic flow design. Once deployed, this new system allowed airline passengers to obtain boarding passes, get baggage tags, and drop off checked baggage entirely on their own, without waiting in long check-in counter lines and interacting directly with Jetstar staff.
Since deploying the comprehensive IBM solution, Jetstar has observed firsthand the many advantages of installing these user-friendly, self-serve kiosks. First, the number of passengers that opt to use self-service options has increased from around 10 percent to at least 50 percent. The time required to check in passengers has been reduced, while the number of passengers that can be served has increased. It is worth noting that both of these benefits have been realized without the addition of paid staff. Speedier check-ins are obviously a welcome development among passengers, and the company has seen customer satisfaction and loyalty increase as a result.
Perhaps the most significant benefit is that Jetstar's new system has reduced overall costs. This will ensure the airline can deliver what it promises low air fares and will facilitate Jetstar's continued success and growth.
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