sita bag drop

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 the 75 seconds previously and reducing the wait time for check-in by 40%.

Azli Mohamed, Chief Strategy Officer, Malaysia Airports Holdings Berhad (MAHB) 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 to 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 efficient baggage processing technology supporting the airline agents this has fallen 40% to just four minutes and increased the capacity of this area of the airport. 

Sumesh Patel, SITA President, Asia Pacific, said: “The extension of our partnership with MAHB will help them excel during this period of immense growth in travel in the region. The initial success of Scan&Fly at klia2 terminal is testament to how technology can improve the passenger experience and airport operations. More and more, passengers expect self-bag drop and other self-service options to be provided, they appreciate how it will speed up their journey and give them more control.” 

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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.

Patel continued: “As we’ve seen at klia2 terminal, the implementation process is very efficient. Scan&Fly uses an airport’s existing infrastructure, so it doesn’t require any modifications to its current check-in desks or conveyor belts. It is a cost-effective, retro-fit solution for airports that results in a higher passenger throughput and an increase in overall capacity.”

SITA received a Project Completion Certification following the implementation of the first phase of Scan&Fly units, which is only awarded to approved vendors who meet MAHB’s strict criteria. SITA integrated the Scan&Fly units into the airport’s existing baggage handling system, allowing for successful implementation within the tight four-month timeline agreed at the outset.  

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 meters, with 60 gates, eight remote stands, 80 aerobridges, and includes a retail space of 32,000 square meters which accommodates 225 retail outlets.

SITA is a global provider of award-winning baggage solutions. Airlines and airports welcome the high-quality interface of Scan&Fly, the ease of its retro-fit and the full integration with the SITA AirportConnect common-use platform. Importantly, the scan arch is designed to ensure that only conveyable bags with a readable bag tag enter the baggage handling system.

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