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AUG 27, 2020

Pursuing even greater safety and convenience: Behind the scenes of the introduction of JAL SMART AIRPORT at Haneda Airport

The scenery in the departure lobby on the second floor of Haneda Airport's Terminal 1 has changed dramatically. Self-service baggage drop machines have been installed, and the self-service check-in machines and counter designs have also been renewed. This is part of JAL's "JAL SMART AIRPORT" initiative. Seamless and stress-free. Let's take a look behind the scenes at the creation of the airport of the future, which will also contribute greatly to coronavirus infection prevention measures.

JAL SMART AIRPORT, introduced at Haneda Airport, is JAL's vision for the future of airports. It allows for smooth check-in and baggage check-in, with no lines and minimal communication with staff. As the effects of the COVID-19 pandemic continue, a person in charge talks about the behind-the-scenes development of this new approach to boarding an airplane.

Developing JAL-customized equipment to provide the hospitality that only JAL can provide

Maki: "Fast travel is becoming more common around the world, and there is a common idea of using technology to streamline traffic flow at airports. Our company also wanted to make the time it takes to check in baggage smarter and smoother by implementing self-service machines and creating a comfortable boarding experience."

画像1: JALならではのおもてなしのために、JALカスタマイズの機器を開発

These are the words of Yusaku Maki from the Airport Planning Department. Development of JAL SMART AIRPORT began in 2018. Among the various operators, JAL chose the system from domestic manufacturer Daifuku Co., Ltd. Yasuharu Onishi from the Airport Planning Department continues with the following about the Self Baggage Drop, a distinctive feature of JAL SMART AIRPORT:

画像2: JALならではのおもてなしのために、JALカスタマイズの機器を開発

Onishi: "There are companies both in Japan and overseas that provide solutions for automated baggage drop-off, but simply installing existing automated baggage drop machines would not provide the hospitality that JAL envisions. We chose Daifuku Co., Ltd.'s system because it allows for unique customization and we felt it would enable us to provide the attentive service that is characteristic of JAL."

Self-service is friendly and polite. Realizing "automation" unique to Japan

画像1: セルフサービスでも親切で丁寧。日本ならではの“自動化”実現のために

For example, delicate baggage such as souvenir bags are not often accepted at overseas airports. That's why we developed a system that allows the baggage to be checked in directly on a conveyor belt, without it falling over or being subjected to large shocks. We developed specifications that are unique to Japan, while keeping in mind global standard specifications.

We have also introduced self-service check-in machines with a baggage tag printing function so that customers can check in their own baggage.

画像2: セルフサービスでも親切で丁寧。日本ならではの“自動化”実現のために

Maki: "We also reviewed the sensitivity and operability of the touch panel. We paid particular attention to the two star marks printed on the back of the tag to make it easier to attach. By attaching the tag, you can easily create a circle. Although it is a self-service system, we also value the hospitality of airport staff, so we have made it possible for them to immediately speak to customers. With easy-to-understand signs and courteous service, we aim to improve convenience in a comprehensive manner."

New security checkpoints installed for a seamless boarding experience

This has made it possible for smooth boarding procedures to be carried out, but making only part of it seamless would place a strain on security checkpoints and make it impossible to achieve smooth movement of passengers. This required a review of all routes leading up to the aircraft. As a result, we first introduced automated ticket gates with flapper doors at the security checkpoint.

画像1: シームレスな搭乗体験のために、保安検査場に新しい改札機を導入

Maki: "The flap opens when you hold up your ticket and take the receipt. We designed it so that customers would know visually and functionally to stop and take action."

Image 2: New gates installed at security checkpoints for a seamless boarding experience
Image 3: New gates at security checkpoints for a seamless boarding experience

"We will also be updating the ticket gates at the boarding gates. Previously, the machines were not able to read passenger tickets properly, which caused long queues," said Kamchaipai Kunrawitch of the airport planning department.

Image 4: New gates at security checkpoints for a seamless boarding experience

Kamchaipai: "We aimed to reduce errors to zero by increasing the sensitivity of various sensors. The new ticket gates have improved reading accuracy, so they can read the QR code on the ticket or smartphone screen without having to hold it closely. We are also currently developing new functions, but the biggest feature is the inclusion of a 3D camera and temperature sensor. This will allow us to reliably track when a customer has passed through, and will be able to detect that there are two customers, even if they are holding a small child."

Designing traffic flow while taking into consideration various signs and psychological effects

In addition to the introduction of new aircraft, there is another factor that has a significant impact on customer flow: the guide signs at various counters within the airport.

Kamchaipai: "The biggest point is to make it stress-free for our customers. We've made it simple and easy to understand at a glance."

Image 1: Designing traffic flow while taking into consideration various displays and psychological effects

Onishi: "We make the signs as clear as possible. Previously, we had detailed signs in multiple languages, including Japanese and English, but now we have large symbols (pictograms) and large English that Japanese people can understand."

Furthermore, there is no point in introducing self-service equipment if it is not used, so we also took into consideration the psychology of our customers.

Image 2: Designing traffic flow while taking into consideration various displays and psychological effects

Onishi: "First of all, we have placed self-service baggage drop machines in prominent locations along the main traffic lines at Haneda Airport. We are working to have a sufficient number of self-service baggage drop machines to avoid congestion. Furthermore, we are promoting self-service, including guidance by the remote-controlled service avatar robot "JET". We have also made it known on our website that customers without luggage should simply go to the security checkpoint. As long as you have completed your purchase and reserved your seat in advance, you can go to the security checkpoint without having to check in on the day. On the other hand, we will continue to keep manned counters for customers who require face-to-face assistance or who have special baggage, and we have created a layout that can meet the needs of all customers."

Achieve significant time savings. Also prepare for emergencies.

These measures have ensured that customers can move around the airport smoothly.

Maki: "Previously it took about three minutes per person to drop off luggage, but with automation it can now be completed in one and a half to two minutes. Even if you have to wait during peak periods when we expect congestion, we expect it to be no longer than five minutes. At the moment, about 60% of customers who are able to drop off luggage use the Self Baggage Drop. However, the remaining 40% of customers use the manned counters. We still have a lot to learn."

JAL SMART AIRPORT is promoting its self-service system with the aim of providing safety and convenience to customers. However, there are also situations where irregular responses are required, such as flight cancellations due to bad weather, so we are creating a layout that also assumes manned responses.

Image 1: Saves a lot of time. And also prepares you for emergencies.

Kamchaipai: "In the event of flight cancellations due to typhoons or heavy snow, reducing the number of manned counters could lead to confusion. That's why we revamped our website so that customers can change all of their reservations themselves. In addition, we set up temporary manned counters that are normally closed behind a shoji-like wall and appear only in unusual circumstances. This allows staff to respond when necessary."

Image 2: Saves a lot of time. And also prepares you for emergencies.

We will spread this highly safe and convenient initiative to airports all over Japan.

JAL SMART AIRPORT is also a system that can provide safety and security during the COVID-19 pandemic by providing customers with seamless travel and a stress-free boarding experience.

Kamchaipai: "Customers today are looking for touchless dining, so I think they'll feel more at ease."

Image 1: We will introduce this highly safe and convenient initiative to airports throughout Japan.

Maki: "We believe that the self-service approach at JAL SMART AIRPORT overlaps with our value of contactless travel. Therefore, even amid the COVID-19 pandemic, we have decided that continuing the project will benefit our customers."

However, this is not the final version of JAL SMART AIRPORT. Even after its implementation, we will continue to look for areas to improve and strive to provide even better service.

Maki: "We think that the completion is just the beginning, and we are not yet satisfied with the current situation. Other companies have already introduced self-service baggage check-in machines, and there is surely plenty of room for improvement in the future. The aviation industry has been greatly affected by the COVID-19 pandemic, but we hope to use JAL SMART AIRPORT as a starting point to proactively introduce non-contact, touchless services and create a world-leading airport."

Image 2: We will spread this highly safe and convenient initiative to airports all over Japan.

JAL SMART AIRPORT is an initiative aimed at creating the ideal airport, and will be gradually introduced at domestic airports, starting with Haneda Airport. Please make use of these systems when boarding an airplane. You will surely be able to experience a seamless, stress-free experience, as well as safety and security.

Behind the Scenes at JAL

We'll take you behind the scenes of JAL's work, including inside stories on the introduction of the A350 and the development of in-flight meal menus.

The contents published are accurate at the time of publication and are subject to change.

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