Airline passenger information systems and process improvements

In the highly competitive airline industry, differentiation between service offerings plays a crucial role in maintaining the existing customer base as well as attracting new clientele. There are a myriad number of ways to approach this goal. Separating the significant few from the trivial many involves listening to market demands and responding with the appropriate investment in capital and or, process improvements that provides solutions. This paper reviews the existing boarding environment and processes in and around the gate hold room area and proposes improvements through a threefold approach. First, add dynamic informational displays that update information regarding the boarding status. Second, reengineer the boarding sequence to reduce the time it takes to board and third, reengineer the process of loading carry-on luggage.