Aer Lingus to cut queues with automated check-in


6 Apr 2004

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Aer Lingus has launched an automated check-in service that it says will substantially reduce passenger queues at check-in.

The service, known as FastPass, allows passengers to confirm their booking using a credit card, booking reference or passport. The system checks them in and issues their boarding pass. It also allows customers to choose their own seat. Passengers with baggage will be required to answer specific baggage and security questions before leaving their baggage with an Aer Lingus agent on hand to assist them through the process.

The system was devised and implemented by IBM, which has implemented similar systems for other major airlines across the world. A total of 38 planned check-in terminals are due to come online in early May. Willie Walsh, chief executive at Aer Lingus, commented: “Fast Pass is an example of leading edge technology custom designed for Aer Lingus requirements. It is a speedy, cost effective and smarter method of checking in for flights.”

Dermot Walsh, IBM Business Consulting Services Partner, commented: “This project is all about delivering a change in customer service as well as substantial business benefits to Aer Lingus.”

IBM’s check-in terminals are used by a number of other airlines including British Airways, Air Canada and KLM. As well as the hardware, IBM provided an end-to-end service, from process and application design to implementation, project management and support.

By Brian Skelly