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| Common- Use Self Service (CUSS) Kiosks |
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| Passengers using the CUSS to check-in and get boarding pass. |
| Kiosks at Delta check-in. |
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| These kiosks allow passengers to obtain their boarding passes quickly. |
| Printing a boarding pass. |
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| Boarding passes are confirmed and printed at Delta kiosk. |
Vancouver Airport CUSS photo copyright ARINC Airport Systems.
Delta Kiosks photos copyright Cincinnati Enquirer.
All photos used by permission.
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Vancouver Airport
Case Study
On Kiosks
In looking
at the decision of Delta, Northwest Airlines and Vancouver Airport to transition to the use of Customer Self-Service
Kiosks we will explore the following issues and make an attempt to answer some of the questions that have arisen.
Delta, Northwest Airlines and Vancouver Airport: The Business Value of Customer Self-Service Kiosks
- What was the
central issue(s) that caused the change?
- Why did Delta
wait so long to use kiosks?
- Why did NW go
ahead with kiosks so early?
- What advantage
has Vancouver realized from using common-use kiosks?
- Has either Delta
or NW gained or lost any competitive advantage by use of the kiosks?
- Has Vancouver
Airport realized any advantage by implementing CUSS (Common-Use Self Service) kiosks?
- Investigate
other possibilities.
- Critique what
was done, draw final conclusions, and make recommendations.
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