For the technology being used at Incheon National Airport to sustain in its business

environment especially during covid is self-check in using the kiosk, mobile apps, or

the website. Self-service check-in first appeared around 20 years ago, but it was

primitive and used only by a few airlines on a few routes. The current self-service

check-in services are a disaster. Following the terrorist attack on September 11,

2001, technology was truly brought into line. People were moving much slower

through the check-in lines due to new security check-in service requirements. Self-

service check-in appeared to be a way to improve customer service while also

lowering staff costs. Self-service security However, check-in has always been a

source of contention. Prior to the 11 September attack, international online check-in

services had been shut down as part of a move by the travel industry due to security

parameters. However, check-in services became smarter over time and were

eventually able to detect security threats before a passenger boarded the plane.

Self-check in is the process of passengers checking in for a flight, assigning seats,

check in their bag and printing a boarding pass on their own using mobile, web, or

airport kiosks. Online check-in and the proliferation of mobile airline apps have

largely rendered airport check-in obsolete, with passengers able to select seats and

print boarding passes from the comfort of their own homes. There is no need to

interact with a check-in agent or use a check-in kiosk with screens that have been

touched by countless travelers when using either of these methods. For international

flights, the airline's mobile and online check-in service is available 48 hours before

the flight departure time (24 hours for US flights). Self-service check-in is available

on international flights until an hour before departure, and on domestic flights until 40

minutes before departure. Airport kiosk check-in is available 60 minutes before

departure for international flights and 20 minutes before departure for domestic
flights. Self-check-in for children and infants accompanied by adults became

available on international flights in January 2019, and on domestic flights in June of

this year. Passengers travelling in groups were able to check in using mobile and

web services beginning in April 2019. Passengers flying with other airlines that do

not have self-check in, passengers applying for services that require airport staff

confirmation, such as unaccompanied minor service, medical bed service are

ineligible. Aside from that, passengers under the age of nineteen travelling alone are

prohibited from using domestic flights under government policy.

Moreover, the steps to self-check in via kiosk is you need to search for reservation

and find a method to identify yourself with passport or booking reference or E-Ticket

number or frequent player and QR code or barcode. After that, choose who you want

to check in, either it is yourself or alongside with your friends, but the location of

these self-check-in kiosks varies by airline and is only applicable for specific visas or

self-check-in and baggage check-in procedures upon request. or family because it

can check in up to six passengers only. In Incheon airport, at terminal 1 is for Asiana

Airlines, Cathay Pacific, United Airlines, Air China, China Southern Airlines,

American Airlines, Turkish Airlines, Eastar Jet, Jeju Air, T'way Air, Air Seoul, Air

Canada, Jin Air, Vietnam Airlines, EVA Air and Air Busan meanwhile at terminal 2 is

for Korean Air, Air France, KLM Royal Dutch Airlines, Delta Air Lines, Aeroméxico

and China Airlines Then, you have to confirm the information that being displayed is

correct such as the passenger and flight detail. Next, During the check-in process,

you will be able to review and change your seat assignment. Take care. Some of the

airlines' seat assignment screens default to a page that attempts to persuade you to

pay extra to upgrade your seat. If you used a credit card to identify yourself, skip the

seat upgrade option unless you are certain you will use it, as the airline has already
captured your credit card information. If there are open seats on your flight, you

should be able to change your seat assignment at the kiosk. Then, you have to scan

your passport if you are check in alone but if you are check in with others, each

people have to scan their passport. You can scan the passport by insert the passport

into the slow all the way into the slot so it can be read clearly. Lastly, for your

baggage information during the self-check in, the kiosk screen display will ask you if

you have baggage to check in or not and if yes it will help you to check in the

baggage and can use the self-tagging service that available on the kiosk. It is being

designed for any passengers that want to use it can attach it the tags to their

baggage. These kiosks allow you to print tickets by scanning your passport or

entering your seat number. Please print your luggage label and attach it to your

checked luggage before checking in. The kiosk should now print your boarding pass

(or passes if you have a connecting flight). The customer service representative will

approach your kiosk or motion for you to approach the counter. He or she will inquire

as to whether you are on your way to your destination city. Sign in and place your

bags on the scale. The customer service representative will verify your identification,

tag your bags, and place them on the conveyor belt. Your luggage claim tags will be

delivered to you in a folder or individually. If you get a folder, you can also put your

boarding pass inside. If not, you must keep track of your luggage claim tags

throughout your trip.

For online check in, to begin, go to the airline's website online check-in page

and then click on the "Check-in" option on the main page. Then, to begin the check-

in process, enter your surname as well as a booking reference or passenger name

records. After entering the booking reference, you will be prompted to enter your

credit card information in order to purchase the ticket. If the destination country
requires it, you may also be required to enter advance passenger information. You

must declare and pay for any checked luggage at this time. Then, before proceeding

to the last step, you can change your seats. When you finish checking in, you will be

given an e Boarding pass for each passenger. Paper boarding passes have largely

been rendered obsolete by mobile boarding passes, and the latter is no longer

required on most flights, with some exceptions for international flights. Mobile

boarding passes are issued directly after the online check-in process for most flights

and can be stored in a phone's virtual wallet. Mobile boarding passes are now

making flying safer by reducing contact with a machine or person. When travelling

with only carry-on bags, the entire airport check-in process is bypassed, and

passengers can usually proceed directly to the security checkpoint.

Advantages and disadvantages
There are benefits and drawbacks to this technology, but in recent years, airlines

operating in congested airports around the world have been educating customers on

the benefits and use of self-service kiosks and online check-in services. While the

line for luggage check-in or the use of kiosks remains, the cost savings have

encouraged the number of kiosks in use to grow. According to a survey conducted

by analyst firm Forrester in the third quarter of 2006, 86% of 2,869 airline

passengers travelling for leisure used a self-service check-in kiosk.

Other than that, Faster Check-In Process This is because the primary benefit of a

kiosk system for travelers is faster check-in. Airports receive a large number of

visitors on a daily basis, which can be difficult for staff to handle it alone, especially

during peak periods such as holidays and summer. Kiosks speed up check-in,

leading to shorter lines, shorter wait times, and happier customers. Strategically

placed ticket kiosks, mobile apps, and websites could help to speed up the pre-

boarding process by providing more channels for travelers to check in. While many

people have seen some form of self-service kiosk at airport check-in stations, airlines

are beginning to invest more in them in an effort to reduce human-to-human contact

for travelers. Kiosks, mobile apps, and websites divert traffic away from check-in

representatives, reducing friction in baggage drop and check-in areas. Experienced

travelers do not have to wait in line for an employee who is assisting a customer in

changing flights or making last-minute reservations. Instead, they can quickly check

any bags without touching shared surfaces and move on to the next challenge:

security.

Furthermore, multi-use because airport kiosks offer a wide range of services in

addition to flight check-in and boarding pass and baggage tag printing. They are also
capable of providing a platform for entertainment, urgent updates, and advertising.

With the availability of the kiosk, it became possible to make it contactless,

particularly during the COVID-19 pandemic, and it increased the attractiveness of

contact-free interactions, particularly in busy public settings. Airport kiosks help to

reassure passengers by limiting personal interactions with staff, while also creating a

safer environment for both travelers and employees.

Next, it can meet customer expectations because self-service check-in kiosks are

becoming increasingly common across industries and environments. This is due to

the fact that they allow users to interact and purchase items without assistance.

Simply allowing travelers to use airport kiosks can improve their overall satisfaction

with their travel experience. According to the 2019 OFFICIAL AIRLINE GUIDE'S

DATABASE (OAG) Airport Delight Report, half of all travelers reported 45-minute

wait times in airport lines. As a result, approximately 45 percent of all passengers

remain near their gate in order to avoid missing their flight. Passengers who are

anxiously waiting at their gate do not shop or spend money in the airport. This issue

can be easily solved by installing airport information kiosks. Self-service kiosks that

are centrally located and simple to use can display updates on delays or boarding

times, freeing up passengers' time so they can shop for food or retail items. As

previously stated, self-check-in kiosks serve a variety of purposes, all of which

increase airport efficiency and eliminate delays. Customers can confirm their identity,

register, and pay for checked bags, print, or receive an email with their boarding

pass, and select or confirm their seat. They can also simply check their itinerary and

transact in multiple languages, which is a huge benefit of self-service kiosks. Aside

from providing all of these services, kiosk POS systems can also be stationed near

gates to provide food service. Airport food kiosks are in high demand, particularly
among millennials, who are far more likely to prefer automated concessions.

Furthermore, 26% of passengers said they would be more likely to spend money if

gate-side food delivery was available. Food kiosks and airport check-in kiosks can

work together to improve the overall airport experience.

Although there are numerous benefits to self-service check-in technology, some

communities may object to how the technology operates. Consumers have

expressed numerous reservations about self-service check-in technology. Some

argue that technology has been ineffective. Others may argue that the system is not

suitable for continuous use, particularly at busy airports, because it may cause the

system to malfunction or freeze. This situation cannot be tolerated because the

purpose of self-service check-in technology is to reduce airport traffic and make the

consumer's life easier. Lack of personal interaction and difficulty in using it is due to

some people, particularly the elderly, being unaccustomed to using self-check-in

kiosks, mobile apps, and websites. It is well known that the majority of the older

generation is unfamiliar with the most recent technology, which can be quite

frustrating when it fails to meet their expectations. Customers who enjoy interaction

will be dissatisfied if there is little interaction. Those who enjoy interaction may find

the surroundings gloomy and lacking in human touch. Aside from that, not everyone

is on board with digitization. Self-service technology is simple to use for those who

are knowledgeable about or skilled in the use of modern technology.

For the next one is maintenance costs. Unfortunately, simply creating an app and

submitting it to the app store is not enough. To remain competitive and appealing to

users, the app must be constantly updated, and any bugs resolved. It can be
aggravating for users to have to download and install updates repeatedly. It can be

inconvenient for the user when they need to check in but must wait for the issue to

be resolved by the app's developer, and they have no idea when the issues will be

resolved, forcing them to use self-check in at an airport kiosk or check in counter.

Other than that, unserviceable self-check in kiosk. Due to that, some of the kiosk can

not be used and it delayed for the other people because people have to queue at the

other kiosk, and it make the queue become longer than the usual queue. It also

taking time longer than usual to do the self-check in process because they never

know when the issues of the kiosk will be solved by the airport. It also could be

because the kiosk's technology is not advanced enough, causing lag while the

customer uses it. The airport needs to upgrade the kiosk since the self-check in

kiosk should be helping people to reduce time since it fast and efficient.

Moreover, limited number of self-checks in kiosk it is because due to enormous

number of passengers that use it instead of using the check-in counter even though

the Incheon Airport only have 2 terminals for self-check in kiosk. When the number

of people that using it, it will cause a lot of queuing at the kiosk due the passenger

that waiting for their turn to use it. It is better if there is more option for the other

passengers since it can benefit both side and it can help each other a lot by putting

more self-check in kiosk at the airport.