Sky Assist - Some statistics about self-service products usage

Based on the data of several of our customers using the self-service products, we have been able to extract some general statements regarding the self-service applications usage.

kiosk-AHLreport

• Up to 30% of the files of a station can be created via the kiosk; this is the case at Billund Airport. At Zurich airport, over the last year an average of 22% of files were created using the kiosk; with a maximum percentage of 24% in January 2014.

• The average declaration time for a passenger using kiosk is 4 minutes and 30 seconds.

e-AHLreport

• e-AHLreport is mostly used for cases where passengers have lost only 1 or 2 pieces of luggage: 75% of the files created in e-AHLreport contain only 1 bag. Less than 5% of the declarations contain 3 bags or more.
• In crisis situation up to 70% of files can be created via e-AHLreport. During the strike at Brussels Airport from 12th to 16th of May 2013, these are 7500 files that were created in e-AHLreport for a total number of files of 11000 (files created over BagAssist, e-AHLreport and kiosk).

e-AHLmanage

• Using e-AHLmanage reduces drastically the number of calls to the operations and the IVR. One year after the implementation of e-AHLmanage, the calls to the IVR have decreased by two. Simultaneously the number of connections to e-AHLmanage has increased of 40%. When e-AHLmanage was first introduced, there were as many calls to the IVR as connections to the e-AHLmanage application; one year later in 70% of the cases passengers use e-AHLmanage to get a status of their bag and the IVR in only 30% of the cases.

• The average time spent in e-AHLmanage is 2 minutes.

• The section that is the most read (among the history / address / bag content and notification preferences) is the history section. 22% of the passengers have consulted it.

These statistics have been done on significant samples of at least 1000 files (except for the average declaration time on kiosk that was calculated on 300 files).