Airline passenger information systems and process improvements
by Peter D. DeVries
International Journal of Services and Standards (IJSS), Vol. 5, No. 1, 2009

Abstract: In the highly competitive airline industry, differentiation between service offerings plays a crucial role in maintaining existing customer base and attracting new clientele. There are myriad ways to approach this goal. Separating the significant few from the trivial many involves listening to market demands and responding with process improvements that provide solutions. This paper reviews existing boarding processes and the gate hold room environment and proposes improvements through a threefold approach. First, add dynamic informational displays that update information regarding boarding status. Second, reengineer the boarding sequence to reduce boarding time. And third, reengineer the process of loading carry-on luggage.

Online publication date: Sun, 30-Nov-2008

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