Digitizing Passenger Services for Efficiency

The airline was experiencing long check-in lines, boarding delays, and inefficient passenger processing, leading to customer dissatisfaction and higher operating costs. Hence, a project was undertaken to solve for these issues. The team undertook a digital transformation of passenger services by implementing e-ticketing, mobile boarding passes, and self-service kiosks. Passengers could now check in online, select seats, and receive boarding passes on their smartphones, reducing the need for counter staff. This streamlined the boarding process and minimized wait times. As a result, customer satisfaction scores increased by 30%, and average check-in times decreased by 50%, from 20 minutes to 10 minutes per passenger. The airline reduced operating costs by INR 25 lacs annually due to a 35% reduction in check-in staff and improved operational efficiency.