Roving Agent

The prime goals of an Airline company are likely to be streamlined operations and engaged workforce resulting in happy passengers. The Check-In counter at the Airport is the first point of interaction between the airline and it’s passengers. Therefore, like any other first impression, they would want it to be exceptional experience. Being forced to stand in a queue for a long time may lead to just the opposite.

Long serpentine queues at the check-in counter often pose a problem for an airline. Everyone seems to be perpetually in a rush and handling high passenger loads during peak hours can become a strenuous exercise. On top of this, there are time constrained domestic business passengers, carrying just a hand held cabin baggage. They are compelled to exhaust their time in check-in queues, despite having no requirement for a baggage counter, which is situated next to check-in. Often, there are cases of passengers who arrive late or in the nick of time and do not have enough time for registration at the crowded desk. In addition to all this, the Airline has to cater to passengers with reduced mobility that have difficulty or discomfort in negotiating the traditional check-in process. All of this may lead to an irked passenger and it could spill over into a negative perception about the complete package of services, that the airline provides.

Installing more check-in counters at the airport requires a lot of space. Often, especially in the case of smaller airports, Airline companies have to share check-in counters due to lack of space. Also, passenger footfall can be highly variable from season to season. For example, it could be nightmarish immediately after a spell of bad weather. Adding new counters, especially at short notice, is not a feasible option. Our mobility solutions provide the way out.

In any such scenario with heavy rush, the sanest option is to bring the “check-in” to the passenger for increasing efficiency and flexibility of passenger processing. Roving Agent is a concept for speedy check-in for the jet setting passenger.

Roving agents are easily recognizable mobile check-in agents equipped mobile device and printer. A handheld mobile computer (or tablet) is used to scan the barcode on a ticket or punch in the PNR number. It runs a client application connected to the host system and piggybacks on the Wi-Fi infrastructure available at the airport. A mini thermal printer, attached to the staffer’s belt is used to print the Boarding pass. This printer is connected to the hand held device over Bluetooth. Using the PNR number or name, roving agent can help guests choose a seat on the plane, print a boarding pass and send the passenger straight to the security check or baggage services section depending on the passenger’s requirement.

Roving Agents move around the airport, issuing boarding passes without being tied to a specific counter. Thus, the airline can provide an increased number of access options to the customer, with the agent being at the right location, with the right equipment at the right time. The solution supports agent mobility, allowing the airline to utilize maximum of the potential of a Multi-Agent System. It can also be used as an alternative to the conventional desk check–in procedure or extended to provide VIP facilities for Business Class, like Kerb Check-In, lounge check-in etc.