Manchester Airports Group (MAG) has selected
global IT provider SITA to implement further passenger
self-service options across the group’s three main airports -
Manchester, London Stansted and East Midlands airports.
SITA has also been selected to carry out a
significant upgrade to Manchester Airport’s baggage reconciliation
systems, allowing the airport to better track bags at key points
across the journey.
As part of MAG’s transformation programmes at
each airport, a revised check-in strategy has been developed,
focusing on delivering an enhanced customer experience and
efficient use of airport capacity through the option of greater
automated or self-service passenger processing.
To support this, SITA will provide more than 660
staffed and self-service common-use points at check-in, transfer
and boarding across all three airports.
At Manchester Airport, the
group’s busiest airport, SITA will significantly increase staffed
and self-service check-in kiosks as well as introduce SITA’s
self-bag drop in Terminals 1 and 3, where passengers can check-in
their own bags in under a minute.
Nicholas Woods, CIO of MAG, said, “Our passenger
numbers continue to grow rapidly across our three airports. At the
same time our passengers want to spend as little time completing
the travel steps such as check-in, bag drop and boarding. We recognise that better technology allows us to process more
passengers as well as reduce queues and SITA have provided a
solution to deliver on both requirements.”
The benefits of self-service were again
confirmed in SITA’s 2019 Passenger IT Insights showing that
passengers are more satisfied when they are using technology that
provides more control over their journey, particularly at
check-in, bag drop and boarding.
As part of the baggage reconciliation system
upgrades at Manchester Airport, baggage will be tracked
so that each bag is accounted for at every step of the journey.
This will help to reduce the possibility of a bag being mishandled
As part of the agreement, SITA will also manage
the new passenger and baggage processing systems, making sure that
they are running optimally at all times.
Sergio Colella, SITA President for Europe, said,
“With more than 60 million passengers per year across three
airports, we can help MAG meaningfully streamline their passenger
and baggage processes to accommodate even more passengers while
providing a smooth, seamless experience for each of those
passengers. It is a great pleasure to be able to support MAG’s
growth plans over the next few years.”
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