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British Airways is continually looking at ways in which we can improve the customer proposition. Self Service Check-in allows your customers to avoid the queues and speed through the airport.
British Airways has an ongoing programme of installing Self-Service Check-in kiosks. Using the Kiosks is very simple, as all the instructions appear on screen. If your customers have any difficulties however, there is always a British Airways member or staff nearby to help.
Customer benefits of Self Service Check-in Kiosks
The benefits include: - Control of your own check-in
- Time saving at the airport
- Access to an interactive seating plan and option to choose or change seat
- Itinerary receipt can be printed if passenger has an e-ticket booking
- Update of booking with frequent flyer details
- Check in and print of return boarding card if the scheduled departure is within 24 hours
- Flexibility of group check in (up to 6 person on a single PNR) - group members can check in as individuals regardless of whether they are at the airport at the same time
Who can use Self Service Check-in Kiosks?
Self-Service Check-in kiosks are available to the following passengers when travelling on flights operated by British Airways, including bookings made through a travel agent: - Adults, children and infants travelling on an e-ticket
- Groups of up to six passengers per booking can check in using one transaction
- Groups of more than six passengers per booking can check in individually
- Adults, children and infants travelling with a ticket with a magnetic stripe
- Customers travelling on British Airways operated flights
- Groups of any size per booking will be checked in individually
Please note, if your customers are travelling as a family or a group, their seats will usually be pre-allocated together. If they choose to move to another seat, they will be moving away from the other members of their group and we cannot ensure they will be seated together. - Passengers holding bookings with single/multi sector journeys
- Passengers holding open tickets (customers will be checked directly in to the next available flight)
- Online Check-in passengers with hand baggage only collecting boarding passes at the kiosks
- Passengers travelling with baggage. After Self-Service Check-in kiosks they can take their bags to a dedicated bag-drop desk (Fast Bag Drop), where baggage is tagged and the usual security questions are asked.
The following passengers will be unable to use Self service Check-in:
- Passengers wishing to check-in for an earlier (except passengers with a fully flexible ticket) or later flight than the one they are confirmed on.
- Passengers with standby or unconfirmed bookings
- Unaccompanied Minors (UMs)
How does it work
There are five simple steps to using the Self-Service Check-in kiosk. You can explain them to your customers as follows: - They should insert ATB, PNR reference, Executive Club card or credit card as a form of identification.
- Booking details appear on screen - verification is necessary. They can change their seat if they wish.
- If returning within 24 hours, they can also check in for their British Airways return journey.
- They are now checked in and their boarding card is printed at the machine (or ATB updated and returned).
- If they have hold baggage, they can deposit it at the Fast Bag Drop.
- They can then proceed through security as usual and board the aircraft.
Important Points to Note
If the customer has more than one e-ticket held in the system for travel that day, then a list of all the valid tickets will be shown and the customer selects the one to be used.
Passengers with 'open dated' return sectors in their e-ticket booking or those who holding an open dated return ATB ticket can check-in for these sectors. It is important to note that the passenger will be checked in for the next scheduled service on that route provided a seat is available. If there are no seats available the passenger will be instructed to go straight to check-in.
What do you need to do:
Collecting customer information
In case the booking contains an open sector and is paid by credit card* the Self-Service Check-in kiosks can only be used when the FOID information (as per instruction below) is contained in the GDS - without it, these customers will not be able to use Self-Service Check-in kiosks. For all other bookings the FOID entry is not necessary:
Capture the customer’s credit/debit card number at the time of booking and enter it into the FOID field against all of the passengers within the booking using the following standard entry:
Amadeus: SRFOIDBAHK/-CCVI1234123412341234/P1
Galileo: SI.P1/SSRFOIDBAHK1/CCVI1234123412341234
Sabre: 3FOID/CCVI1234123412341234-1.1
Worldspan: 3SSRFOIDBAHK/CCVI1234123412341234-1.1
Inform and reassure the customer that this will be used for identification purposes only.
Advise the customer to insert the credit/debit card which is contained in the booking to initiate check-in using the Self Service machine
*If the travelling passenger has a BA Executive Club card you do not need to enter this number into the FOID field.
Insert following information in your customer's booking:
- the customer's email address in the booking. With it, we can forward flight itineraries and other useful service information. As well, we can contact customers directly if there are flight disruptions - so you don't have to.
- the customer's mobile phone number - so they can receive a text message if there are any flight disruptions.
- the API - for flights to the United States, Canada, Australia and other destinations. This information is required for security purposes; by entering it when you make the booking, you will save your customers time during the check-in process.
Self-Service Check-in demonstration
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