Abstract
The passenger process at airports is undergoing an overhaul: mobile tickets, checkin kiosks, web and mobile check-in, as well as electronic and mobile boarding passes are transforming the traditional process. This article addresses the future of the passenger process at airports and examines the changes from a passenger’s point of view as well as from the perspective of airline and airport managers. Optimising passenger flow is the general objective of both groups. This specifically translates into resolving the bottleneck at the check-in area and at security checkpoints. These two issues are discussed below in detail. The insights presented below were gained from an expert study as well as a passenger study based on a survey.
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© 2009 Springer-Verlag Berlin Heidelberg
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Merten, P.S. (2009). The Future of the Passenger Process. In: Conrady, R., Buck, M. (eds) Trends and Issues in Global Tourism 2009., vol 2009. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-92199-8_7
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DOI: https://doi.org/10.1007/978-3-540-92199-8_7
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Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-92198-1
Online ISBN: 978-3-540-92199-8
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