Problem: Prolonged and uncomfortable lineups causing risk to reputation and lost revenue

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Problem: Prolonged and uncomfortable lineups causing risk to reputation and lost revenue by Mind Map: Problem: Prolonged and uncomfortable lineups causing risk to reputation and lost revenue

1. Expedite pickup process

1.1. Reduce decisions required at point of checkout

1.1.1. Advance email marketing campaign for upselling

1.1.2. Use corporate app to send SMS reminders re: extra insurance, etc

1.2. Make it easier/faster to make decisions at checkout

1.2.1. Digital displays to explain upgrade advantages during lineup

1.2.2. Staff ‘host’ chats casually with customers in line about upgrade advantages.

2. Improve communication about wait times

2.1. Redeploy one counter attendant to serve as ‘host’ during peak hours

2.2. Install digital display of anticipated wait times and related info at lineup

2.3. Auto SMS to customers as their flights arrive with pickup info (geolocated)

2.4. Use dedicated customer service Twitter account for updates/issues

3. Improve conditions while waiting

3.1. Set up free post flight ‘refreshment station’

3.2. Collaborate with other kiosks to provide shared services

3.2.1. Seating for seniors

3.2.2. Play area for children

3.3. Physically separate lineup from baggage area to reduce conflicts

3.4. Create ‘virtual queue’ to recall customer to counter via text/SMS when wait reduced to 5 minutes or less

3.5. -

4. Reduce wait time

4.1. Employ “Smart” staffing

4.1.1. Combine flight and customer data to better understand peak demand and staff accordingly

5. Reduce number of people who need to line up

5.1. Install self-serve kiosks

5.1.1. Retina scan technology for registered customers eliminates need to show ID or provide legal signature

5.1.2. Downloadable keyless entry cards (similar to electronic boarding pass) eliminate need to wait for keys (see Car2Go)

5.1.2.1. -

5.1.3. Video content describes the benefits of upgrade options

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