Self-bag drop cuts passenger processing time in half at Malaysia Airports’ klia2

posted on 17th October 2018 by Justin Burns
Self-bag drop cuts passenger processing time in half at Malaysia Airports' klia2

SITA will deploy a further 15 Scan&Fly units at Kuala Lumpur International Airport Terminal 2 (klia2) following the successful implementation of 15 units earlier this year.

Baggage processing time has been cut in half for AirAsia passengers using SITA’s Scan&Fly bag drop technology at klia2 terminal, taking between 30-40 seconds on average compared to 75 seconds previously and reducing the wait time for check-in by 40 per cent.

Malaysia Airports Holdings Berhad (MAHB) chief strategy officer, Azli Mohamed said: “More than 25 million passengers pass through klia2 terminal annually and that number is set to grow rapidly. We want to give each and every one of those passengers the best possible experience.

“SITA’s Scan&Fly solution will enhance the experience we’re able to offer by further reducing queues at peak times, smoothing out the passenger journey, and ensuring more accurate baggage handling. The self-service bag drop allows airlines at klia2 better manage their resources and reallocate agents to focus on delivering an improved customer experience.”

The addition of SITA Scan&Fly into the check-in process has resulted in dramatic improvements in the overall check-in times. Prior to implementation the average wait time for passengers at klia2 terminal was around seven minutes but with SITA’s baggage processing technology supporting the airline agents this has fallen 40 per cent to just four minutes and increased the capacity of this area of the airport.

SITA’s bag drop technology has also led to more effective resource management at klia2, with an average of six agents needed for bag drop versus the 15 required to man traditional check-in desks.

klia2 terminal was built to be Malaysia’s Next Generation Hub, designed to ensure seamless travel for both local and international low-cost and full-service carriers. It is 257,000 square metres, with 60 gates, eight remote stands, 80 aerobridges, and includes a retail space of 32,000 square metres which accommodates 225 retail outlets.