After indicating its intention to shift to a more customer-centric operating model, Airports Company South Africa (Acsa) on Thursday unveiled Phase 1 of its pioneering free airport application (app), which will enable passengers to easily navigate any of its nine airports and make or amend air travel arrangements using their smartphones.

In addition to expediting airline and parking reservations, the app “puts the airport in the pocket of the passenger”, allowing access to user-friendly tools that provide airline, flight, traffic and weather information as well as enable passengers to easily locate shops and restaurants located at the various airports.

Initially available for download on Android, Apple iOS and Blackberry devices, with the exception of the Q and Z series, the app’s features are divided into four navigational categories: ‘Flights’; ‘At the Airport’; ‘Shop and Dine’; and ‘To and From the Airport’.

NAVIGATIONAL CATEGORIES
The ‘Flights’ category enables users to search for flights, using the flight number or an advanced search option, and enables passengers to check-in online by directing them to the relevant airline’s mobile site.

Once users have added the flight to their flights list, any changes made to that flight by the airline will be made visible to passengers on their mobile devices. Passengers will also be able to access additional flight information related to the boarding gate, baggage carousel and check-in desk.

The ‘At the Airport’ function provides users with a list of airlines that operate at the respective airport and provides access to a map of the airport, which allows passengers to search for and be routed to any location within the airport.

Parking availability information and a parking cost calculator are also available under this function, as are hourly updates on weather conditions at the airport.

The ‘Shop and Dine’ tool provides information on a selection of restaurants and shops at the airport, each of which are categorised according to type, location and terminal.

This function also offers a currency conversion calculator.

The ‘To and From the Airport’ feature provides travellers with traffic updates on access routes to and from the airport, offers links to car rental companies and provides scheduling and booking information for the Gautrain, taxi’s and shuttle services.

Speaking at the launch of the app at OR Tambo International Airport, Acsa COO Tebogo Mekgoe said its introduction formed part of the first phase of Acsa initiatives aimed at improving travel efficiency at its airports.

“This app enables our business to take advantage of emerging technologies and smart platforms, allowing us to offer travellers a virtual airport service, reliably and seamlessly. Statistics show that 79% of our travellers want more self-service options and this app is a way of using technology to respond to passenger demands,” he commented.

PERSONAL TECHNOLOGY BOOM
The development of the airport app was informed by research findings indicating that 39% of Acsa’s customers were aged between 16 and 35, technologically literate and required quick access to information.

“The growth of personal mobile technology has ushered in a new era of passenger-centric service, offering a streamlined experience through a user-friendly interface,” Mekgoe noted.

‎Describing this trend as the “humanisation of technology”, Acsa customer care group manager Claudia Ramsden added that further development of the app would continue, with an anticipated Phase 2 launch “at a later stage”.

“Today is not the final sign-off of the app, some features will be added and some will be removed, its all about what the customer tells us they want,” she explained, encouraging user feedback.

The app is applicable to the OR Tambo International Airport, in Johannesburg, the Cape Town International Airport, the King Shaka International Airport, north of central Durban, the Bram Fischer International Airport, in Bloemfontein, the Port Elizabeth International Airport, the Upington International Airport, the East London Airport, the George Airport and the Kimberley Airport.

SELF-SERVICE BAGGAGE DROP
Acsa also announced at the launch on Thursday that it planned to implement a self-service baggage tag and drop-off counter at the OR Tambo International Airport.

Currently in its final stages of development, the system would allow passengers that had checked in online to self-tag and drop off their baggage at a self-service counter, avoiding queues at the conventional baggage drop-off counters.

“This is the first step in Acsa’s journey [in response] to the changing environment and remain[ing] relevant,” Mekgoe remarked.

Acsa was currently awaiting the final regulatory approvals, but expected to implement the system by September.