AU704999B2 - Check-in, queuing, visa, paging and assessment systems - Google Patents

Description

WO 95/27949 1PCTAU95/00210 Check-In, Queuing, Visa, Paging And Assessment Systems Field of the Invention The first aspect of the invention relates to check-in guidance systems for guiding passengers who are checking in to a transport system, and particularly, although not exclusively, for guiding passengers who are checking in at an airport.

Background of the Invention Passengers arriving at an airport are required check in themselves and their baggage before being allowed to board their plane. Normally, if a number of different airlines operate at the airport, each airline provides a number of check-in points, staffed by check-in point operators, at which passengers travelling on that airline can check in. A Passengers present their flight tickets to the check-in point operators, and are in turn provided with boarding passes which allow them to board the flight. Passengers' baggage is also checked in at the check-in points and, after being weighed, is placed on a moving baggage belt which conveys it to a baggage handling section. If a passenger's baggage exceeds a specified limit and the passenger is required to pay excess baggage charges, the passenger is usually directed to a separate sales centre which has a number of service points, staffed by service point operators. The sales centre then issues the passenger with a boarding pass once any excess baggage payment has been made. The sales centre often provides a number of other services, in addition to the collection of excess baggage payments, such as reissuing tickets, ticket sales, flight bookings, and providing general information on flights and services provided by the airline.

A number of problems arise in the operation of such a system. For example, long queues can build up at the check-in points and at the service points of the sales centre. Such queues have a number of disadvantageous effects. Firstly, long queues obstruct the free movement of people around the airport, and lead to congestion. The queues can also have the effect of obscuring other check-in points from view and/or making other check-in points difficult to reach, with the result that certain check-in points become under-used, thus reducing the overall efficiency of the system.

Secondly, long queues also, of course, result in frustration and annoyance of passengers, which can cause passengers to be less likely to travel with the same airline again, Thirdly, long queues mean that there is a substantial delay between a passenger arriving at the airport and checking in his baggage. Such a delay can prove disastrous if the'passenger has arrived late and his flight is about to depart, If the passenger pushes to the front of the queue, or is allowed to jump to the front of the queue, other passengers may become resentful, particularly if they are not aware of the late passenger's situation.

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Il 0 00 The first aspect of the invention relates to check-in guidance systems for guiding passengers who are checking in to a transport system, and particularly, although not exclusively, for guiding passengers who are checking in at an airport.

Background of the Invention Passengers arriving at an airport are required check in themselves and their baggage before being allowed to board their plane. Normally, if a number of different airlines operate at the airport, each airline provides a number of check-in points, staffed by check-in point operators, at which passengers travelling on that airline can check in. Passengers present their flight tickets to the check-in point operators, and are in turn provided with boarding passes which allow them to board the flight.

Passengers' baggage is also checked in at the check-in points and, after being weighed, is placed on a moving 20 baggage belt which conveys it to a baggage handling section. If a passenger's baggage exceeds a specified limit and the passenger is required to pay excess baggage charges, the passenger is usually directed to a separate sales centre which has a number of service points, staffed 25 by service point operators. The sales centre then issues the passenger with a boarding pass once any excess baggage payment has been made. The sales centre often provides a number of other services, in addition to the collection of excess baggage payments, such as reissuing tickets, ticket 30 sales, flight bookings, and providing general information on flights and services provided by the airline.

A number of problems arise in the operation of such a system. For example, long queues can build up at the check-in points and at the service points of the sales centre. Such queues have a number of disadvantageous effects. Firstly, long queues obstruct the free movement of people around the airport, and lead to congestion. The \GiY iTusers\Specl\3 399\300 34932961.dv 8/03/99

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(2 a i I i a 16 mi- i I 33 queues can also have the effect of obscuring other check-in points from view and/or making other check-in points difficult to reach, with the result that certain check-in points become under-used, thus reducing the overall efficiency of the system.

Secondly, long queues also, of course, result in frustration and annoyance of passengers, which can cause passengers to be less likely to travel with the same Sairline again.

Thirdly, long queues mean that there is a substantial delay between a passenger arriving at the airport and checking in his baggage. Such a delay can prove disastrous if the passenger has arrived late and his flight is about to depart. If the passenger pushes to the front of the queue, or is allowed to jump to the front of the queue, other passengers may become resentful, particularly if they are not aware of the late passenger's situation.

A further disadvantage of such a system is that, 20 in order to provide a faster service for first aid business a oD class passengers, it is necessary to provid r more S** separate check-in points which are dedicr co the service S, of first and business class passengers. If queues form at the dedicated check-in points, then firs _nri business 25 class passengers are, in any case, cnliged wait.

Another disadvantage of such as .ystem is that, if a passenger at the front of a queue has a problem which takes some time to sort out with the check-in point l operator, there is no mechanism for tir sferring the other i' 30 passengers in that queue to other check-'in p' .nts in an S. orderly and fair manner.

If a late passenger is required to pay excess baggage charges, then even if he is able to proceed quickly ,c through the check-in procedure, he may be ce ayed in S' 35 queuing at the sales centre. Again, such a delay could prove disastrous if the departure of his flight is imminent.

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999 b A still further disadvantage of such a system is that, although an airline is aware of which passengers have already checked in to a particular flight, it is not aware of which, or how many, passengers have already arrived at the airport but are still waiting to check in.

The invention seeks to overcome at least some of the problems of the prior art.

Summary of the Invention According to the first aspect of the invention there is provided a check-in guidance system for guiding passengers who are checking in to a transport service in an environment having a passenger waiting area and a plurality of check-in points operated by check-in point operators, the check-in guidance system comprising: passenger information input means at which passengers who wish to check in to the transport service register their arrival, and input information relating to their travel requirements; display means for displaying information to 20 passengers waiting in said waiting area; a plurality of operator information input means, each located at a respective check-in point, at which check-in point operators input information relating to the checking in of passengers; and computing means for sorting passengers who have input information into said passenger information input means into a priority sequence according to the order in which they should be checked in, and for controlling, in response to information received from the passenger 30 information input means and the operator information input means, the information displayed on the display means so as to direct passengers from the waiting area to the check-in points in accordance with said priority sequence.

Such a check-in guidance system provides a number 35 of benefits. There is no need for passengers to form long queues at each check-in point, and congestion and frustration are thereby avoided. In addition, first and 3 99U 349329,& 9103/99 fi 41 N O business class passengers can be given priority over other passengers without the need for separate dedicated first and business class check-in points. When a first or business class passenger registers his arrival at the passenger information input means, the computing means can assign the first or business class passenger a higher position in said priority sequence than other passengers, and cause the display means to direct the first or business class passenger to the next available check-in point that becomes free. This process can take place transparently to the other passengers, who remain unaware that another passenger, arriving later than themselves, has been granted a higher priority, and has effectively jumped the queue.

Furthermore, a late passenger can automatically be given a higher priority than other passengers of the same class who are checking in for a later flight, without the other passengers being aware that the late passenger has effectively jumped in front of them.

Preferably, each operator information input means S 20 comprises a respective paging means which, on actuation by :the corresponding check-in point operator, causes the next L0k passenger in said priority sequence to be directed by the S[ display means from the waiting area to the corresponding check-in point.

S 25 This feature allows the check-in point operator to control the length of the queue, if any, at his or her check-in point. The check-in point operator can keep the queue down to a reasonable number, for example two or three SC passengers, while at the same time ensuring that there is ZIPi It, 30 never a period when there are no passengers waiting to be E checked in at the check-in point of the check-in point operator.

Advantageously, each operator information input b means comprises commence-serve means which, when actuated by the check-in point operator, informs the computing means that the check-in point operator is beginning to serve the next passenger, so that the computing means knows who is z399%300 349\32961 .60 9/03/09

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One advantage of such a commence-serve means is that it allows the computer to generate statistics on the operation of the check-in guidance system. For example, the computing means can calculate the average time that it takes any given check-in point to check in a passenger, or the average time between paging and service.

Preferably, each operator information input means comprises no-show means which, when actuated by the checkin point operator, informs the computing means that a passenger who has been directed to the check-in point by the display means has failed to show at the check-in point, so that the computing means can decide whether, and if so when, to allow the passenger to be repaged.

It will be appreciated that there are a number of possible ways in which this could be done. For example, such a no-show passenger could be simply returned to a lower position in the priority sequence, and repaged in the normal way when he or she again reached the top of the 20 priority sequence. Alternatively, the no-show passenger could be allowed to be repaged after a fixed time interval following actuation of the no-show means.

Preferably, each operator information input means comprises on-duty means which, when actuated by the checkin point operator, informs the computing means that the check-in point is operational and can have passengers directed to it by the display means.

Similarly, the operator information input means also preferably comprises off-duty means which, when 30 actuated by the check-in point operator, informs the computing means that the check-in point is no longer operational, and can no longer have passengers directed to it by the display means.

These features allow check-in point operations to leave check-in points, for example in order to take a tea break or to perform other duties.

In one embodiment of the invention, the operator S- 3"9n 3493296t.fC S/0J9 i .4 4, -Il-~~"~"""""~s*slraaaarrmaaaaRnr~-u-9 p 9 C Q i t ft c rr t pr p I 4* Trr ~ai, i i: 7 information input means comprises return-to-queue means which, when actuated by the check-in point operator, informs the computing means that the passenger who is currently being served at that check-in point is to be returned to the waiting area to await repaging.

Such a return-to-queue means can be used when a passenger enters incorrect information at the passenger information input means. For example, if an economy class passenger specifies at the passenger information input means that he is a first class passenger, then the check-in point operator has the discretion to return the passenger to the waiting area, and to correct the erroneous information entered by the passenger, so that the passenger is then paged at the correct time. Of course, if the check-in point operator feels that the passenger's mistake is genuine then the check-in point operator has the discretion to check in the passenger and not actuate the return-to-queue means.

Preferably, the operator information input means comprises first transfer-request means which, when actuated by the check-in point operator, informs the computing means that all passengers at that check-in point other than the passenger currently being served are to be transferred to one or more other check-in points.

25 The first transfer-request means is particularly useful in the case where there is a problem with the checking in of a passenger, and the check-in point operator foresees that the problem will take some time to resolve.

After actuation of the first transfer-request means, the 30 other passengers can be redirected to other check-in points by means of the display means. Furthermore, if more than one passenger is to be transferred, the computing means can ensure that the priorities of the passengers are preserved in the transfer.

In a prefer d embodiment of the invention, the operator information input means comprises second transferrequest means which, when actuated by the check-in point WMW_ us erzk~ pecl%= 3991,11,1- 49\329614e 810319 j IZ I r j operator, informs the computing means that the passenger who is currently being served is to be transferred to another check-in point.

The second transfer-request means can allow the check-in point operator to specify where the passenger is to be transferred to.

For example, the check-in point operator may wish to transfer the passenger to a supervisor station if the check-in point operator is unable to deal with a particular problem.

In the cases of both the first and second transfer-request means, if there are insufficient free check-in points available, the computing means returns passengers to the waiting area to await redirection by the display means.

Preferably, the operator information input means comprises operator display means which displays information to the check-in point operator under the control of the computing means.

*r *4 o 20 For example, the operator display means can display information identifying the check-in points to which passengers are to be transferred after actuation of ove"the first or second transfer-request means.

In that case, the operator display means allows S 25 the check-in point operator to tell the passengers in the queue for that check-in point where they are being transferred to, so that the passengers do not have to rely entirely on the display means.

u The first and second transfer-request means can also be used in the event of the failure of a luggage belt.

.,If the luggage belt serving a particular group of check-in points suffers a breakdown, then the check-in point operators for those check-in points can request that all passengers waiting at their check-in points are transferred 35 to other check-in points, and at the same time actuate their off-duty means to indicate that their check-in points I are no longer operational., cs ~w~s p 399"00?- 349%3296i.dc 0/03199 it; i ,,a 1 9 ha 9 9uO Lt4r Preferably, the operator display means displays information which informs the check-in point operator which passengers, if any, have been paged but not yet served. In such a case, the check-in point operator always knows how may passengers should be in the queue for the check-in point.

Preferably, each check-in point is provided with a respective display device which displays information to passengers at the check-in point under the control of the computing means, and the information displayed by the display device confirms to passengers arriving at the check-in point that they are at the correct check-in point.

Preferably, the passenger information input means allows passengers to specify their flight number, the class they are travelling, and/or the number of people in their group.

Conveniently, the passenger information input means comprises a machine reading device for machine reading information, such as that specified above, from 20 media provided by passengers.

For example, in the case of an airport, air tickets can be provided with a magnetic strip or bar code adapted to be read by the machine reading device.

Additionally or alternatively, the passenger 25 information input means can be provided with a touch sensitive screen for allowing passengers to input information.

In that case, the touch sensitive screen can display a plurality of areas, each area labelled with a respective letter of the alphabet, and the required information can be input by touching each area in turn, the letter corresponding to each area being displayed on the screen each time the corresponding area is touched so that the user can view the information being entered.

In one embodiment of the invention, the passenger information input means comprises a voucher dispenser for dispensing vouchers to passengers, each voucher bearing one N\QM=MV\ters\Speci\3 399%3co 3493291d.d= A(/99

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In the case of a group of passengers who are travelling together, the voucher dispenser dispenses a single voucher to the group, and the group is treated as a single entity as it passes through the system.

It should be appreciated that the check-in guidance system is designed to handle both single passengers and groups of passengers, and the word "passenger" above should be interpreted as referring to either a single passenger or a group of passengers. Thus, for example, if a check-in point operator, while checking in a group of passengers, actuates the second transferrequest means, the whole group of passengers is transferred to another check-in point.

The vouchers which are dispensed by the voucher dispenser can be provided with additional information designed to assist passengers through the check-in guidance pop o 20 system.

*r4a i SFor example, the voucher can specify where the appropriate waiting area is located, and the time by which r passengers should arrive at the waiting area. This allow passengers to make maximum use of their time. For example, S, 25 passengers may wish to make purchases or eat and drink before checking in.

Ii required, the passenger information input Mat means can be adapted to receive and validate money from L passengers, and to dispense a voucher only if a required i, 30 fee is paid.

Such a system could be used, for example, to "0 collect departure tax at an airport.

If the transport service requires to collect O excess baggage payments from passengers whose baggage S~ 35 weight exceeds specified limits, and if said environment is provided with separate service points at which excess baggage payments are collected, the check-in guidance ~ft~ ;\?Ci~i~ur I~ 429I) L.111 9I3I9 il__ _L~I.

ij ~11 system can comprise second display means for displaying information, under the control of the computing means, to direct each passenger who is waiting to make an excess baggage payment to a specified one of the service points, in an order determined by the computing means.

Such a system has the advantage of allowing certain passengers, for example first and business class passengers and late passengers to proceed through the service points at a faster rate.

If, as is commonly the case, the service points provide other services in addition to collecting excess baggage payments, for example providing sales information, then the check-in guidance system can further comprise a service point voucher dispenser for dispensing vouchers to people who wish to use a service point but do not require to make an excess baggage payment, each voucher bearing one or more identifying numbers and/or letters which can be displayed by the second display means to guide people to the service points.

o* 20 The check-in guidance system can further comprise S°service information input means to allow people to specify 4*tr o¢t the service they require, or the nature of their enquiry.

r c t Oc Where there are passengers who do not require to check-in physically or lodge baggage, ticket reading means can be provided at which passengers can present machine readable flight tickets.

The ticket reading means may read a magnetic stripe or other form of information encoded on the ticket, and verify its validity for a particular airline, date, flight and class.

0 fl"h Then the ticket reading means may automatically notify a reservation system that the particular passenger has arranged at the airport or city terminal or airport bus b. terminal (by the presentation of his/her ticket) and is about to be issued with a valid flight boarding pass.

Preferably, the ticket reading means then marks the ticket or removes the relevant ticket or portion of \GiSYDNI1\Ut s\SFPeci\300 399\300 349\32961.doc /03199 low

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25 12 ticket from any attendant ticket sachet or other stapled or attached portions.

Thereupon, the ticket reading means can automatically issue a boarding pass which itself may be encoded to allow automatic entry through machine reading checkpoints to the passageways leading to the respective aircraft if such access is desired.

Conveniently, the ticket reading means incorporates means to enable the passenger selecting automatic issue of a boarding pass to make a choice as to seating position e.g. window or aisle smoking or nonsmoking.

Further, having obtained a boarding pass by this means, a passenger can conveniently approach the ticket I reading means to change seating position. In such event, the passenger can re-insert the boarding pass. This would be automatically checked.

The passenger may notify (by means of a keyboard, touchscreen, etc) any change required. If the desired 20 seating is available, the changes to the records of the seating reservation system would be made and a replacement A Iboarding pass automatically issued.

S. The guidance system can further comprise a boarding pass which when interrogated by a signal at a checkpoint is triggered into responding with its encoded date. Such a transponding boarding pass can be of any suitable material, and can embody its own microprocessor.

SIt can be self powered electric cell or battery of cells; photovoltaic type energy acceptance from ambient light sources) or powered by any form of stored energy.

For example, the boarding pass may convert some or all of the energy received from the interrogating signal and gain sufficient energy by this means to transmit its code S; response.

35 The invention also utilises a touch sensitive f/ screen for allowing a user to input information into a i computing means, the touch sensitive screen being divided S\\G1ISYDTl\U3ert\Specl\300 399\300 349\32961.doc 8/03/99 26 0 a a a

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Brief Description of the Drawings Embodiments of the various aspects of the invention are described below, by way of example only, with reference to the accompanying drawings, in which: Figure 1 shows a check-in guidance system in operation at an airport; Figures 2 to 4 show three different layouts of a touch sensitive screen; Figure 5 shows part of a computer controlled display board; Figure 6 shows a check-in point operator serving a passenger at a check-in point; 20 Figures 7 to 10 show various information displayed on the display of an operator module; and Figure 11 illustrates a touch sensitive screen display layout.

Preferred Embodiments of the Invention An embodiment of the first aspect of the invention will now be described, by way of example only, with reference to Figures 1 to 11 of the accompanying drawings, in which: Figure 1 shows a check-in guidance system in 30 operation at an airport; Figures 2 to 4 show three different layouts of a touch sensitive screen; Figure 5 shows part of a computer controlled display board; Figure 6 shows a check-in point operator serving a passenger at a check-in point; and Figures 7 to 10 show various information \\GHSYDNT \sers\Speei\300 399\300 349\32961,doc 8/03/99 i

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Figure 1 shows a number of check-in points 2 for checking in passengers 4 at an airport. The check-in points 2 are arranged around a luggage conveyor belt 6 which conveys passengers' luggage 8 from the check-in points 2 to a baggage handling area (not shown). Each check-in point 2 is staffed by a check-in point operator who examines passengers' tickets and issues passengers with boarding passes.

When passengers arrive at the airport they are directed by appropriate signs (not shown) to a passenger information input kiosk 12, which is provided with a number of touch sensitive screens 14, at which passengers input information identifying their flight number, class and group size in a manner which will be described below.

The kiosk 12 then automatically dispenses a voucher to the passenger, which is printed with a four digit voucher number (other numbers or digits can of course be used). In the case of a group of passengers who are 20 travelling together, a single voucher is dispensed, printed with a single voucher number, so that the group of passengers passes through the check-in guidance system as a single entity. The voucher is also printed with other useful information, including the part of the airport to which the passenger should proceed in order to check in, and the earliest and latest times by which the passenger should arrive to check in.

The passenger information input kiosk 12 is also provided with an information screen 16, which simply displays useful information to passengers and is not used for information input. The information screen 16 can display instructions for using the passenger information input kiosk 12, current information on flight delays and check-in times, and other useful information.

Once the passenger has received a voucher from the kiosk 12, the passenger is directed from a waiting area 18 to one of the check-in points 2 by a display board 20 AN ~\\GH5YDN1\sers\sPei\300 399\300 349\32961.doc- 8/03199

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Although only one waiting area 18 and one kiosk 12 are shown in Figure 1, in other embodiments a number of waiting areas 18 can be present, each provided with one or more kiosks 12. In such a case, each waiting area is provided with at least one display band A portion of the display board 20 is shown in Figure 5. The first line 22 specifies the flight number.

The information on the display board 20 is divided up according to flight number, so that passengers for a particular flight only have to look at a particular portion of the display board 20. The first line 22 can be offset from the following information, so that it stands out to passengers viewing the display board 20. In addition, a number of different colours can be used for different information on the display board 20 in order to make the information easier to read.

20 The lines 24 of information immediately below the first line 22 each specify a four digit voucher number followed be a two digit check-in point number. This information directs a passenger or group of passengers having a particular voucher number to the check-in point 2 having the number which is displayed alongside the corresponding voucher number. The number identifying each check-in point 2 is displayed on a check-in point number identifier 26 located at each check-in point 2.

The remaining lines of information 28 each contain a voucher number followed by the word "NEXT". The purpose of these lines of information is to alert those passengers who are shortly to be directed to one of the check-in points 2.

The touch sensitive screens 14 of the kiosk 12 display various pages of information to passengers in order to obtain the required information. The first page is shown in Figure 2. The passenger is required to touch one i i.

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In an alternative non-illustrated embodiment of the invention the passenger is required to input additional information, for example information identifying himself.

In a further alternative embodiment, the passenger information input kiosk 12 is provided with devices for reading bar codes or magnetic strips, thus allowing the information to be input quickly and easily without the need for the passenger to use a touch sensitive screen.

If additional information is required, the touch sensitive screen 14 can display an alphanumeric keyboard on part of the screen, as shown in Figure 11, and the 20 passenger can type in the required information by touching the key areas 31 on the screen 14. Prompts 33 and information typed by the passenger appear on the upper part of the screen 14.

All information which is collected at the kiosk 12 is fed to the central computer which sorts the passengers into a priority sequence, and determines which passengers should be allowed to check in next.

Any information displayed at the kiosk 12 can be displayed in a number of alternative languages, as 30 specified by the passengers using the kiosk 12.

The kiosk 12 is also provided with a coin and note validation (not shown) for collecting a departure tax from passengers. The departure tax must be paid before a voucher is issued.

In an alternative embodiment of the invention the display board 20 displays the surname or a portion of the surname) and/or the ticket number of each passenger, rather 1 j t i; i i: i; i:j ii. it i; ii i:; g

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Figure 6 shows one of the check-in points 2 in operation. Each check-in point 2 is provided with an operator module 34, which is connected to the central computer. Each operator module 34 is provided with a number of buttons 36, and a display 38. The operation of the operator module 34 will now be described.

The operator module 34 is provided with buttons which are labelled ON-DUTY, OFF-DUTY, PAGE, COMMENCE-SERVE, NO-SHOW, RETURN-TO-QUEUE, TRANSFER-FIRST, and TRANSFER- OTHERS (not specifically shown in Figure Although the embodiment being described uses a number of separate buttons 36, it will be appreciated that there are any number of other arrangements which would perform the same function. For example, the buttons 36 could be replaced by a computer keyboard and/or mouse, and the display 38 could be replaced by a conventional computer VDU, or a touch 20 sensitive VDU. Such an arrangement is particularly suitable if the system is implemented using a Local Area Network.

The ON-DUTY button is used by the check-in point operator 10 to indicate to the central computer that he is 25 on duty, and that passengers may be directed to the checkin point 2 by the display board 20 under the control of the central computer. Similarly, the check-in point operator 10 presses the OFF-DUTY button when he is going off duty.

The central computer then knows that no further passengers should be directed to that check-in point 2.

When the check-in point operator 10 wants the display board 20 to direct another passenger to his checkin point 2 he actuates the PAGE button. It will be appreciated that the check-in point operator 10 can use the PAGE'button to control the length of the queue at his check-in point 2, and to ensure that there are always at least some passengers waiting to be served at his check-in S\GHSYDNT\users\Speci\300 399\300 349\32961.do 8/03199

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The COMMENCE-SERVE button is used by the check-in point operator 10 each time he begins to serve a new passenger or group of passengers. The purpose of the COMMENCE-SERVE button is to keep the central computer informed of who is being served at any given check-in point 2 at any given time, and to allow the central computer to generate statistics as has been described above.

If a passenger has been paged but fails to show up at the check-in point 2, the operator 10 presses the NO- SHOW button in order to indicate this fact to the central computer. The central computer can then decide when the passenger should be allowed to be repaged, as has been described above.

The RETURN-TO-QUEUE button allows the operator to return the passenger who is currently being served to the waiting area 18 to await repaging. This might be necessary if the passenger has entered the wrong information at the kiosk 12. For example, the passenger may have indicated that he is travelling first class, when in fact he is travelling economy.

25 Under certain circumstances the operator 10 may wish to transfer the passenger who is being served to another check-in point 2 which is being operated by a supervisor or a more senior check-in point operator 10.

This would be the case if there is a problem in the checking in of the passenger which requires to be dealt with by a more senior person. In such a case the operator can press the TRANSFER-FIRST button, which informs the central computer that the first person in the queue, namely the person who is currently being served by the operator ,10, is to be transferred to another check-in point 2. The operator module 34 can include provision for allowing the operator 10 to specify where the passenger is to be \\GHSYD9T\users\5peci\300 399\300 349\32961.doc 9/03/99 pi aa I i P -B *J i 1

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19 transferred to.

Under other circumstances the operator 10 may wish to transfer all of the passengers in the queue, except who is currently being served, to one or more other checkin points 2. This is done by pressing the TRANSFER-OTHERS button. An example of an instance where the TRANSFER- OTHERS button is used is when there is a problem with the checking of a passenger and the operator 10 foresees that the problem may take some time to resolve.

As has been explained above, in the event of a crisis situation, such as the failure of the luggage conveyor belt 6, the operator can press both the TRANSFER- FIRST and the TRANSFEP-OTHERS buttons in order to transfer all of the passengers in his queue to one or more other check-in points 2. In such a case, the operator 10 would also press the OFF-DUTY button so as to ensure that no further passengers are directed to his check-in point 2 until the crisis situation has been resolved.

Figures 7 to 10 are schematic drawings showing 20 some examples of information displayed on the display 38 of I ,,the operator module 34. Figure 7 shows the case where an c" operator 10 has just come on duty and has pressed the PAGE 4 button. It will be seen that information relating to the passenger who has been paged is displayed on the lower of two lines 40 on the display 38. In the example, the central computer has decided to page a single passenger having voucher number 2523, who is travelling economy on S flight number QF101.

When the passenger having voucher number 2521 o arrives at the check-in point 2, the operator 10 presses the COMMENCE-SERVE button and again presses the PAGE button. The display 38 then displays the information shown in Figure 8 in which the information relating to the first passenger moves up to the upper line of the display 38, and information relating to the passenger who has been paged appears on the lower line. When the operator 10 has finished serving the passenger with voucher number 2523, he \\HS 'rT1\users\speck30o 39\300O 3492961.doa /99 8 09 again presses the PAGE and COMMENCE-SERVE buttons, and the information on the display 38 changes to that shown in Figure 9. In the example, the check-in operator 10 then experiences a problem with the checking in of the passenger having voucher number 3552, and decides that the problem is likely to take some time to resolve. The operator therefore presses the TRANSFER-OTHERS button and the computer transfers the next group of two passengers (having voucher number 3567) to check-in point number 25. In such a case the display board 20 indicates that the two passengers having voucher number 3567 should proceed to check-in point number 25. However, the check-in point number to which the passengers are being transferred is also displayed on the display 38 of the operator module 34, J as shown in Figure 10, so that the two passengers who are being transferred can be told by the check-in point operator 10 where they are being transferred to, and do not have to rely entirely on the display board 20. H .Ba* Although Figures 7 to 10 show a display 38 having only two lines 40, the display 38 can have any number of lines. Ideally, the display 38 has sufficient lines to display the details of all passengers who have been paged a to that check-in point 2.

St The check-in point number identifier 26 also comprises a computer controlled display which is controlled by the central computer to display the voucher numbers of all passengers who have been paged to the corresponding J" i check-in point 2 but not yet served. The display is not shown in Figure 6 because it is located on the reverse side i of the number identifier 26. The display performs the function of verifying to passengers who are arriving at the check-in point 2 that they have come to the correct checkin point 2.

Sa It will be appreciated that at all times the central computer controls the order in which passengers are j 1 checked in. The greatest priority is given to first class passengers, followed by business, frequent flyer and S\\GHSYDl\users\pec.300 39 t 100 349\32961,doc 8/3/99 -i vl S 21 economy passengers in that order. The system avoids the need for dedicated first and business class check-in points 2, since any of the check-in points 2 can be used to check in any class of passenger. Furthermore, the central computer can allow late passengers to pass quickly through the check-in procedure in order to avoid missing their flights.

Figure 1 also shows a sales centre 42 provided with a number of service points 44, each staffed by a service point operator 46. If a passenger is required to make an excess baggage payment, he is directed from the check-in point 2 to the sales centre 42 by the check-in point operator 10. The passenger is then served by one of the service point operators 46, who gives the passenger a boarding pass on payment of the excess baggage charge. The sales centre is provided with a second display board 48 which is controlled by the central computer, and operates in the same way as the display board 20 to direct each passenger to a particular service point 44, the service points 44 being identified by number identifiers Again, the central computer gives priority to the passengers waiting at the sales centre 42 in accordance with their class, and also gives a higher priority to late passengers.

Other people, besides passengers requiring to make excess baggage payments, can use additional services provided by the sales centre 42 by obtaining a service voucher from a voucher dispenser 52 located in the sales centre 42. Each service voucher is orinted with a voucher number which allows the person holding the service voucher to be directed to one of the service points 44 by the second display board 48. The voucher dispenser 52 also comprises a touch sensitive screen 54 at which people can specify the particular service which they require from the sales centre 42. In the past, instances have arisen where a passenger requiring to make an excess baggage payment has missed a flight because a sales centre has had long queues *i i *i a ma S Si so 0

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j* y?' \~~l~sTIr~efl39C 3 3J 3491.329614, 8f)/.99 '1 i.l 22 of people requiring various services. It will be appreciated that the present system overcomes such a problem and allows a late passenger to pay his excess baggage payment quickly even if there are a large number of other people waiting to use the sale centre 42. In addition, the central computer gives priority to passengers making excess baggage payments according to their class of travel.

Once again, any information displayed by the touch sensitive screen 54 of the voucher dispenser 52 can be displayed in a number of different languages as specified by the person using the touch sensitive screen The foregoing describes only one embodiment of the first aspect of the present invention, and modifications, obvious to those skilled in the art, can be made thereto without departing from the scope of the present invention.

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Claims (18)

1. A check-in guidance system for guiding passengers who are checking in to a transport service in an environment having a passenger waiting area and a plurality of check-in points operated by check-in point operators, the check-in guidance system comprising: passenger information input means at which passengers who wish to check in to the transport service register their arrival, and input information relating to their travel requirements; display means for displaying information to passengers waiting in said waiting area; a plurality of operator information input means, each located at a respective check-in point, at which check-in point operators input information relating to the checking in of passengers; and computing means for sorting passengers who have input information into said passenger information input means into a priority sequence according to the order 20 in which they should be checked in, and for controlling, in response to information received from the passenger information input means and the operator information input means, the information displayed on the display means so as to direct passengers from the waiting area to the check-in points in accordance with said priority sequence.

2. A check-in guidance system as claimed in Claim 1, wherein each operator information input means comprises a respective paging means which, on actuation by the corresponding check-in point operator, causes the next passenger in said priority sequence to be directed by the display means from the waiting area to the corresponding check-in point.

3. A check-in guidance system as claimed in Claim 1 or 2, wherein each operator information input means comprises commence-serve means which, when actuated by the check-in point operator, informs the computing means that the check-in point operator is beginning to serve the next ;9 A 399\300 34932961,doC 810319 24 N. r 9 wu r.' t r V ft passenger, so that the computing means knows who is being served at any given check-in point at any given time.

4. A check-in guidance system as claimed in any preceding claim, wherein each operator information input means comprises no-show means which, when actuated by the check-in point operator, informs the computing means that a passenger who has been directed to the check-in point by the display means has failed to show at the check-in point, so that the computing means can decide whether, and if so when, to allow the passenger to be repaged.

A check-in guidance system as claimed in any preceding claim, wherein each operator information input means comprises on-duty means which, when actuated by the check-in point operator, informs the computing means that the check-in point is operational and can have passengers directed to it by the display means.

6. A check-in guidance system as claimed in any preceding claim, wherein the operator information input means comprises return-to-queue means which, when actuated 20 by the check-in point operator, informs the computing means that the passenger who is currently being served at that check-in point is to be returned to the waiting area to await repaging.

7. A check-in guidance system as claimed in any preceding claim, wherein the operator information input means comprises first transfer-request means which, when actuated by the check-in point operator, informs the computing means that all passengers at that check-in point other than the passenger currently being served are to be transferred to one or more other check-in points.

8. A check-in guidance system as claimed in any preceding claim, wherein the operator information input means comprises second transfer-request means which, when actuated by the check-in point operator, informs the computing means that the passenger who is currently being served is to be transferred to another check-in point.

9. A check-in guidance system as claimed in any A i, C' *t N.a 4, ~.tc 25 *C a hC 1 e* I g preceding claim, wherein the operator information input means comprises operator display means which displays information to the check-in point operator under the control of the computing means.

10. A check-in guidance system as claimed in any preceding claim, wherein the operator display means displays information which informs the check-in point operator which passengers, if any, have been paged but not yet served.

11. A check-in guidance system as claimed in any preceding claim, wherein the passenger information input means comprises a machine reading device for machine reading information from media provS ed by passengers.

12. A check-in guidance system as claimed in any preceding claim, wherein the passenger information input means is provided with a touch sensitive screen for allowing passengers to input information.

13. A check-in guidance system as claimed in Claim 12, wherein the touch sensitive screen displays a 20 plurality of areas, each area labelled with a respective letter of the alphabet, and the required information is input by touching each area in turn, the letter corresponding to each area being displayed on the screen each time the corresponding area is touched so that the user can view the information being entered.

14. A check-in guidance system as claimed in any preceding claim, wherein the passenger information input means comprises a voucher dispenser for dispensing vouchers to passengers, each voucher bearing one or more identifying letters and/or numbers which can be displayed by the display means to guide passengers to the correct check-in points.

A check-in guidance system as claimed in Claim 14, wherein the vouchers dispensed by the voucher dispenser are provided with additional information to assist passengers through the check-in guidance system.

16. A check-in guidance system as claimed in any a i 26 preceding claim, wherein the passenger information input means is adapted to receive and validate money from passengers, and to dispense a voucher only if a required fee is paid.

17. A check-in guidance system as claimed in any preceding claim, wherein said environment is provided with separate service points at which excess baggage payments are collected, and the check-in guidance system further comprises second display means for displaying information, under the control of the computing means, to direct each passenger who is waiting to make an excess baggage payment to a specified one of the service points, in an order determined by the computing means.

18. A check-in guidance system as claimed in 1 Claim 17, wherein the service points provide other services in addition to collecting excess baggage payments, and the check-in guidance system further comprises a service point voucher dispenser for dispensing vouchers to people who 9 oowish to use a service point but do not require to make an I i|a 20 excess baggage payment, each voucher bearing one or more identifying numbers and/or letters which can be displayed t' by the second display means to guide people to the service (0 points. IS. A check-in guidance system as claimed in any preceding claim, which further comprises service information input means to allow people to specify the service they require, or the nature of their enquiry. tc 4 DTu rs p 399 00 49 96.do 03 399\30() 349\32961.doC V/03/99 I Abstract AI A check-in guidance system for guiding passengers who are checking in to a transport service in an environment having a passenger waiting area (19) and a plurality of check-in points operated by check-in point operators the check-in guidance system comprising: passenger information input means (12) at which passengers who wish to check in to the transport service register their arrival, and input information relating to their travel requirements; display means (20) for displaying information to passengers waiting in said waiting area; a plurality of operator information input means each located at a respective check-in point at which check-in point operators (10) input information relating to the checking in of passengers and computing means for sorting passengers (4) who have input information into said passenger information 20 input means (12) into a priority sequence according to the order in which they should be checked in, and for controlling, in response to information received from the passenger information input means (12) and the operator information input means the information displayed on the display means (20) so as to direct passengers from the waiting area (18) to the check-in points in accordance with said priority sequence. I'o 0 9to It (S 0 I.El~