Hamad International Airport uses Travor to launch a scalable self-service channel

• 20 Self-Service Units (SSUs) deployed

• 95% of passengers positive about using SSUs

• SSUs are live 24/7

• Travor reaches over 10% of passengers

Finding a scalable way to help passengers

With the FIFA World Cup 2022 fast approaching, the pressure was on to provide all visitors with a unique passenger experience. With an additional influx of nearly two million passengers, the airport would be at full capacity throughout the tournament. Many passengers would also need help finding their way around the airport or getting answers to their questions.

The projected increase in passenger numbers presented specific challenges for HIA. Although information counters are available throughout the airport, it would not be possible to provide all passengers with a consistent support experience during peak times. And while HIA serves passengers speaking over 100 languages, it’s not possible to have enough assistants on duty to always cover all the required languages. What’s more, some passengers prefer a self-service option over approaching an agent.

The HIA team needed to find a solution that would significantly improve the customer experience and position the airport as a leader in passenger satisfaction.

A self-service channel, reaching over 10% of passengers

The new Self-Service Units (SSUs), part of the Travor solution, were implemented at HIA within four months, just in time to support the sharp influx of passengers during the World Cup, providing a self-service channel to support passengers in their own language at their convenience.

Nearly two years later, the kiosks continue to help drive customer satisfaction, as evidenced by high satisfaction scores. Over 95% of passengers using an SSU at HIA say they have a positive user experience, and 100% indicate that the kiosk they used is in the right location (see Prestop.nl for more information about our hardware provider).

The biggest return on investment for HIA, however, is that it allows passengers to find information on their own. The kiosk reaches over 10% of all passengers in the specific area of the airport, enabling them to find the information they need quickly and easily.

HIA employees are also very positive about the SSUs, as they can see passengers interacting with them and seeing the support they provide. They can also turn to the SSUs themselves for answers to any new questions they receive. Alternately, they scan the passenger’s boarding pass to be able to indicate exactly where they need to go and when they need to be at the gate.

Providing a more convenient and seamless passenger experience directly supports the airport’s longer-term ambitions for customer support. For HIA, it’s all about showing passengers that they really care about them and that they want to give them the best experience possible. And Travor plays a key role, offering passengers convenience and a way to help them find exactly what they are looking for.