Automation of Check-In & Drop-Off Processes at Brussels Hub

Pedro Casimiro

Manager Ground Product and Processes & Charter Stations, Ground Operations

Brussels Airlines

Automated check-in & bag drop off at BRU hub

Pedro Casimiro 26 NOV 2013

• Online check-in (w/push email as option)

• Mobile check-in

• Cuss check-in

• Automated check-in (as of JAN 2014)

• Advanced purchase of X-BAG

• Sms/email notifications of Irregularities

Alternative check-in ways: The present & future

Automated bag drop off: Info to pax

Automated bag drop off: General usage info

>190.000 pax served since March 2013 Average bag transaction around 62 sec. >94% success rate (eligible pax)

Automated bag drop off: Eligible pax

SN, LX & OS pax out of BRU All travel classes free-baggage allowance Individual pax/groups/charter ops European routes

Automated bag drop off: Utilization

Combined 1-step & 2-step approach Automated/manned check-in desk utilization

Automated bag drop off: Customer satisfaction

Easy & simple to use Queuing times reduced Transaction times reduced Passenger in full control of check-in process

Automated bag drop off: Customer survey

Respondents rate Scan&Fly with an average score of 8,4

All of the respondents were pleased to find Scan&Fly at BRU

26 prefer it above a manned desks, 50 prefer it in case of queues at the manned desk, 5 do not prefer it

80 respondents think it is of value, 1 does not

All of the respondents would recommend it to others

9 have used self bag drop at other airports before

• Previous setup

• Today’s setup

Automated bag drop off: Airline setup

+ 6 Scan & Fly’s Lower operational cost Lower queuing & transaction times

Automated bag drop off: The Customers

• Increase share of automated use

• Available for other Star Alliance carriers

• X-Bag payment available

• North Atlantic ops

Automated bag drop off: The future

Thank you