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Virgin Australia is set to roll out “major upgrades” to its app and airport check-in systems.
The airline says it will cut check-in time by up to 50 per cent with the upgrades, which include changing its airport check-in kiosks to bag tag printers and encouraging guests to check in online or via the Virgin Australia app.
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It comes as Virgin releases data showing the vast majority of customers are using its app or website to check in and manage their bookings.
“We’re incredibly focused on investing in the customer experience and that starts with digital ease – something our customers expect today. The Virgin Australia app has always been focused on delivering an excellent day of travel experience,” said Virgin Australia’s general manager, digital, Alex Plummer.
“Today’s update is a major step forward in our mission to be Australia’s most-loved airline; allowing customers to check-in, manage their booking and move through the airport in a way that’s never been done before by an Australian airline.
“Nearly 80 per cent of our guests use the Virgin Australia mobile app and website to check in for flights and manage their booking, so we’re doubling down on improving our digital experience to slash the time it takes to check-in and bag drop by up to 50 per cent.
“In the year 2000, we were the first airline to launch online check-in, and this is just another chapter in a long history of innovating to make the customer check-in experience like no other.”
In what Virgin is dubbing an “Australian airline-first”, the new bag tag printers will be “paired with a one-step automated bag drop, powered by advanced camera and barcode recognition technology”.
“Guests will simply need to scan their boarding pass to print a bag tag, then proceed to drop off their bag without needing to rescan their boarding pass,” the airline said.
“The new bag drop upgrades will roll out progressively across select major domestic airports, with most airports upgraded before the end of the year.
“The airline’s helpful customer service team members will continue to be available at all airports to assist travellers with check-in and bag drop, including those who require additional support or accessibility assistance.”
Alongside the check-in overhaul will come app upgrades, including new functionality for higher-tier Velocity members to shift to earlier or later flights; to manage complimentary flight changes for eligible passengers; and to bid for seat upgrades.
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