Airport Self Service Kiosks / Ticket Printing Kiosks / Check-in and Boarding Card Kiosks

It should be a priority to maximise the time your kiosk is up and running so that you’re utilising your investment in the machine. The first step is to organise that they be properly maintained because using a trained service technician to provide a physical fix to your kiosk during failure can be expensive and impractical, especially as it could be avoided by engaging simple preventative steps.

Organisational steps towards maximising uptime:

• Invest in quality components that will reduce replacement costs long term
• Specify who will be responsible for maintaining hardware and software – Someone to check the kiosk regularly to provide a weekly on-site preventative maintenance visit
• Set up kiosks with alert messages when paper, ink or other consumables are low

Getting the fastest fix during kiosk downtime:

• Agree action and response times with kiosk technicians for both remote and physical fixes
• Try an initial troubleshoot to find the source of the problem or utilise the help desk numbers
• Use a company who employ remote diagnostics (such as Protouch) to check your kiosk through the internet, to give the fastest scan and repair possible if troubleshooting is unsuccessful

What are the differences between Remote & Physical Fix?

Remote Fix
Remote fix allows for your kiosk issues to be resolved in real time, without the need for someone to be physically at the kiosk, by using remote management software. If the issue is software related the technician is able to log in, diagnose the fault.

Physical Fix
More serious problems with your kiosk may mean remote fixing is not suitable, and you may need a technician to come on site to find the route of the problem by examining the machine itself.