Self Service Check-In

Pressure on creating efficiencies in the airline industry and advances in the acceptance of new technology has resulted in the creation of self-service check-in facilities. There is a clear advantage in self-service check-in/ticketing (SST), especially at peak-times.  

Most self-service facilities have been designed by adapting existing facilities, because of the need to maintain ‘normal services’ at the same check-in desk. As part of Grimshaw’s work at Heathrow Terminal Two, Billings Jackson was tasked with creating a second-generation facility taking into account the rising uptake of automatic check-in.

The design is intended to make a clear the distinction between self-service check-in, bag-drop and traditional check-in facilities with the balance between self-service check-in and bag-drop aimed at reducing unnecessary waiting time.

The curved counters give a soft look to the island facilities, making it easier to move around them. The glazed panels give the staff some spatial protection and a surface for graphics without obscuring the general space.

The indent in the desks shortens the belt length and favours the ergonomics of interaction with staff and baggage handling. In addition, the counter edge is also angled so that the customers can see luggage and secure attachment of tags and can label and remove old tags or straps.

The access doors make it easy for staff to assist in at the self-service check-in if required. The deep desks allow for the existing equipment such as tag printers.