Self-service check-in first emerged about 20 years ago, but was rudimentary and only used by a few airlines on a few routes. The current versions of self-service check-in services are a world away from these first models, having been developed in 2000.
The technology itself was really brought into line after the terrorist attack on 11 September. New check-in service requirements for security meant that people were moving through the check-in lines much slower. Self-service check-in seemed to be a way to help improve customer service while driving down staff costs.
Security with self-service check-in though, has always been a bone of contention. Online check-in services before the 11 September attack had already been shut down internationally as part of a move by the travel industry because of security parameters. But the check-in services got smarter, and were eventually able to identify security threats before a passenger boarded the plane.
Some problems still exist with security. According to Harteveldt, airlines like United Airlines, which allows passengers to use any card with their names on it to search for a reservation, can pose a problem where more than one passenger has the same name. In this case a passenger can easily gain access to another traveller's personal information, and even worse, their boarding pass. Security risks were not the only concerns late 2001. Network reliability is also paramount to the proper running of such as solution.
Self-service check-in first emerged about 20 years ago, but was rudimentary and only used by a few airlines on a few routes. The current versions of self-service check-in services are a world away from these first models, having been developed in 2000.The technology itself was really brought into line after the terrorist attack on 11 September. New check-in service requirements for security meant that people were moving through the check-in lines much slower. Self-service check-in seemed to be a way to help improve customer service while driving down staff costs.Security with self-service check-in though, has always been a bone of contention. Online check-in services before the 11 September attack had already been shut down internationally as part of a move by the travel industry because of security parameters. But the check-in services got smarter, and were eventually able to identify security threats before a passenger boarded the plane.Some problems still exist with security. According to Harteveldt, airlines like United Airlines, which allows passengers to use any card with their names on it to search for a reservation, can pose a problem where more than one passenger has the same name. In this case a passenger can easily gain access to another traveller's personal information, and even worse, their boarding pass. Security risks were not the only concerns late 2001. Network reliability is also paramount to the proper running of such as solution.
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