Airline TUI won three awards at the Real IT Awards (RITA) in London for the service improvements achieved by installing its self-service bag drop application at Gatwick Airport.
Materna Integrated Passenger Services (IPS) developed the automated check-in and bag-drop systems on behalf of TUI and implemented the self-service project with Gatwick Airport (LGW). As part of Gatwick Airport’s check-in transformation, Materna IPS has already carried out several major installations in recent years.
TUI received the Winner Award for Service Improvement in the Project Awards category, which recognizes outstanding innovative projects, and was ranked second in the project of the year.
With the LGW self-bag-drop project developed and jointly implemented by Materna IPS – TUI has been able to achieve significant improvements in business operations and customer experience, and to improve service quality by providing more opportunities for its customers.
Susanne Kennedy, customer experience manager at TUI, said, “We are delighted to receive the award at the Real IT Awards and thank Materna for the good work, support and dedication to the project – it was a true game changer for our airline.
“Customers love the self-bag drop service, and more than 100,000 customers have used the kiosks so far. We are proud to offer them a truly convenient airport experience with less than two and a half minutes of transaction time.”
Gatwick Airport commissioned Materna IPS to develop individual self-bag-drop kiosks and install 10 units in collaboration with participating airlines. The TUI project was delivered as part of the expansion of the Airport Zone B/C by Gatwick Airport together with Materna IPS.
The easy-to-use kiosks enable TUI passengers to label and drop-off their luggage with just a few clicks on the touch display with its intuitive menu. The modern systems include integrated reading, scanning, weighing and printing devices.