10 July 2003
Gulf Business Machines (GBM), Sole Distributor for IBM Products and services in the Gulf countries excluding Saudi Arabia, and IBM have helped Gulf Air, the national airline of the Kingdom of Bahrain, the Sultanate of Oman and the United Arab Emirates, to claim a first for a Middle East airline with the recent introduction of customised IBM self-service check-in kiosks at the airline’s gateway airports in Bahrain, Abu Dhabi and Muscat. Users of the first kiosk check-in solutions in the region are now enjoying faster and easier check-in times and greater customer satisfaction levels.
Based on the latest IBM technology and integration services, the free-standing kiosks feature a simple instruction led touch screen, which allows passengers travelling with hand luggage to complete the entire check-in process independently, rather than having to queue at traditional check-in desks.
The kiosk transaction to issue the necessary boarding pass for single and multiple sector travel can be conducted in Arabic or English. The passenger and his booking details are recognised from the passengers’ frequent flyer card, credit card or ATB-2 coupon, and up to four passengers can be checked-in on the same booking for up to four Gulf Air sectors. In addition, lounge invitation cards can be printed from the kiosks, if appropriate.
“This IBM e-business technology enables Gulf Air to enhance passenger handling as well as provide a number of additional conveniences for our passengers,” said Tariq Sultan, Vice President of Information Technology, Gulf Air. “In addition to being able to view and select seats from a graphical seat map, passengers can have their frequent flyer points credited to their Gulf Air Frequent Flyer cards or to partner airline’s cards, if they are flying on a multi-sector code share flight.”
GBM installed and configured the kiosks, which were supplied by IBM Canada. The GBM team led by Project Manager Krishna Prasad, and assisted by David Blackaby and Sara Abdul-Jawad also worked closely with Thierry Gnych from IBM Middle East, Robert
Chan from IBM Canada, Judi Haire and Mark Hartshorne from Gulf Air and Sandeep Soneja from EDS to bring the project to fruition.
“Self-service check-in kiosks are gaining in popularity globally and the introduction of them to the region by Gulf Air provides a new level of passenger convenience as well as efficiency for the airline and at the airports where they are located,” added Mr Sultan.
“GBM was chosen for the project for several reasons, including our unique relationship with IBM, which is the largest vendor of standards compliant self-service kiosks, having completed some 2500 similar deployments for the travel and transportation industries worldwide,” said Abdulla Ishaq, General Manager of Bahrain Business Machines (BBM), GBM’s operation in the country.
In the region GBM and IBM are also experienced with Departure Control Systems (DCS), and this was an instrumental benefit in integrating the kiosks with existing complex and specialised departure control and reservations systems processes. “This included facilitating IBM Canada and Gulf Air to establish the necessary rules for passenger identification and the implementation of necessary security measures, in addition to providing an application which communicates passenger data automatically to the traditional check-in systems,” added Mr Ishaq.
The solution was built and tested in North America by IBM Canada following finalisation of the design phase by Gulf Air and GBM. The kiosks were then installed and re-tested in Bahrain according to stringent criteria before being distributed to the remaining sites. Representatives from IBM Canada were on site at Gulf Air’s Headquarters and assisted in this phase of the solution.
Gulf Air’s technical personnel were given on-site training so that they can fully support the kiosks and a complete set of hardware spare parts is being maintained in Bahrain. Comprehensive testing facilities have also been established at Gulf Air’s Headquarters in Bahrain.
“These kiosks are part of IBM’s blueprint for airline CRM (customer relationship management) and contribute to our multi-channel delivery strategy, throughout the passenger’s travel experience. Each kiosk has been configured using an IBM Net vista PC, an IBM 15” LCD active matrix TFT Monitor, a touch screen to provide ease of use, an ISO standard card reader, a ticket exit and low paper sensor and a Dassault 640 printer,” said IBM’s Thierry Gnych.
During the last ten years IBM has designed and delivered self-service kiosks to the worldwide travel industry, including kiosks for British Airways, Air Canada, United Airlines, Southwest Airlines, Japan Airlines, US Airways, KLM Royal Dutch Airlines and Air New Zealand. As a member of the IATA (International Air Transport Association) Common Use standards body, IBM is able to ensure that Gulf Air’s kiosks and applications meet the new CUSS 0.2 standard, which ensures that passengers are able to access different airlines’ self service check-in applications from a single kiosk.
The Kiosk application runs on a Windows NT or 2000 platform and supports both Arabic and English languages. Business Logic application has been developed in Programming Language C. The project was executed with a complete end-to-end XML messaging interchange, which is the de-facto standard for superior host communication.
Operationally the status of the kiosks is monitored utilising IBM’s Kiosk Manager software, an online monitoring tool that allows for all kiosks across Gulf Air’s network to be managed from one central location. This also allows software updates to be loaded remotely.
With its focus on increasing customer service levels, Gulf Air will in the future consider introducing more kiosks at other airports, as well as other versions of the kiosks at hotels and other strategic city locations.
"Potential future applications could include e-check-in with a baggage drop facility; e-ticketing that enables tickets to be purchased at the kiosks using credit cards; and integration of the kiosks with wireless devices such as PDAs for wireless anytime, anywhere check-in facilities. Other future applications could include automatic passport reading at the kiosks using iris recognition and / or fingerprint reading; as well as other conveniences such as the ability to purchase car hire vouchers," added Mr Gnych.
-Ends-
About Gulf Air
Gulf Air was founded in 1950. Today, it is owned by the Kingdom of Bahrain, Oman and the UAE and is the only truly pan Gulf carrier in the region. The airline’s network stretches from Europe to Asia and covers 43 cities in 32 countries. The fleet is one of the most modern in the Middle East and comprises 30 aircraft.
The airline is in its first year of a three-year strategic recovery programme, headed by President & Chief Executive, James Hogan. The airline’s aim is to further evolve by taking its renowned cultural strengths, which have been gained over more than half a century, into a global environment.
About Gulf Business Machines
With roots stretching back 60 years, Gulf Business Machines is the Sole Distributor for IBM Products and services in the Gulf countries excluding Saudi Arabia. As the largest locally situated IT solutions and service provider it satisfies the technology requirements of local, regional and international businesses and governments in the region. The company's comprehensive portfolio of IT solutions and services are complemented by a unique affiliation with an IBM community of more than 325,000 IT experts, as well as a number of international business partners. The company offers award-winning, globally acclaimed solutions and the security of its strong regional presence, extensive reach and its unrivalled market knowledge. More information can be found at http://www.gbm4ibm.com.
About IBM
IBM, the world's largest technology company, is one of the biggest suppliers of Information Technology to the air transport industry. IBM is an IT supplier to most major airlines globally, and has been working with the airline industry for more than 40 years. As the market leader in self-service check-in kiosks for the travel industry, IBM has more than 2500 check-in kiosks installed or on order at more than 200 locations worldwide. For more information, visit www.ibm.com/industries/travel
Editor Note re Technology
The technology behind the kiosks is an n-tier architecture that delivers seamless integration between the kiosk client and the backend systems. The kiosks will feature IBM PCs, TouchScreens, card readers and ATB-2 printers. The kiosk is driven by IBM's proven kiosk middleware product Consumer Device Services (CDS) and NetCDS. These products conform to the new IATA CUSS standard. The middle tiers are implemented using IBM's Kiosk Transaction Server middleware to encapsulate the business logic in one place so it can be leveraged by multiple delivery channels. IBM is adapting the business logic to communicate with Gulf Air's existing processes and Amadeus reservation system.
Gulf Air will be using IBM's Kiosk Manager software to manage the kiosk network. This software is a Web-based network management support system that provides realtime device monitoring, gathers application statistics, initiates file transfers and updates software. A remote control interface reboots kiosks and tests kiosk devices. There's also a graphical icon interface that shows kiosk status, plus it also has the capability to do statistical reports on kiosk performance.
Issued on behalf of Gulf Business Machines by Hill & Knowlton.
For further information contact
Jamil Alsharif on
Tel: +973 533532,
Fax: +973 533370,
e-mail: jsharif@hillandknowlton.com.bh.
Gulf Business Machines (GBM), Sole Distributor for IBM Products and services in the Gulf countries excluding Saudi Arabia, and IBM have helped Gulf Air, the national airline of the Kingdom of Bahrain, the Sultanate of Oman and the United Arab Emirates, to claim a first for a Middle East airline with the recent introduction of customised IBM self-service check-in kiosks at the airline’s gateway airports in Bahrain, Abu Dhabi and Muscat. Users of the first kiosk check-in solutions in the region are now enjoying faster and easier check-in times and greater customer satisfaction levels.
Based on the latest IBM technology and integration services, the free-standing kiosks feature a simple instruction led touch screen, which allows passengers travelling with hand luggage to complete the entire check-in process independently, rather than having to queue at traditional check-in desks.
The kiosk transaction to issue the necessary boarding pass for single and multiple sector travel can be conducted in Arabic or English. The passenger and his booking details are recognised from the passengers’ frequent flyer card, credit card or ATB-2 coupon, and up to four passengers can be checked-in on the same booking for up to four Gulf Air sectors. In addition, lounge invitation cards can be printed from the kiosks, if appropriate.
“This IBM e-business technology enables Gulf Air to enhance passenger handling as well as provide a number of additional conveniences for our passengers,” said Tariq Sultan, Vice President of Information Technology, Gulf Air. “In addition to being able to view and select seats from a graphical seat map, passengers can have their frequent flyer points credited to their Gulf Air Frequent Flyer cards or to partner airline’s cards, if they are flying on a multi-sector code share flight.”
GBM installed and configured the kiosks, which were supplied by IBM Canada. The GBM team led by Project Manager Krishna Prasad, and assisted by David Blackaby and Sara Abdul-Jawad also worked closely with Thierry Gnych from IBM Middle East, Robert
Chan from IBM Canada, Judi Haire and Mark Hartshorne from Gulf Air and Sandeep Soneja from EDS to bring the project to fruition.
“Self-service check-in kiosks are gaining in popularity globally and the introduction of them to the region by Gulf Air provides a new level of passenger convenience as well as efficiency for the airline and at the airports where they are located,” added Mr Sultan.
“GBM was chosen for the project for several reasons, including our unique relationship with IBM, which is the largest vendor of standards compliant self-service kiosks, having completed some 2500 similar deployments for the travel and transportation industries worldwide,” said Abdulla Ishaq, General Manager of Bahrain Business Machines (BBM), GBM’s operation in the country.
In the region GBM and IBM are also experienced with Departure Control Systems (DCS), and this was an instrumental benefit in integrating the kiosks with existing complex and specialised departure control and reservations systems processes. “This included facilitating IBM Canada and Gulf Air to establish the necessary rules for passenger identification and the implementation of necessary security measures, in addition to providing an application which communicates passenger data automatically to the traditional check-in systems,” added Mr Ishaq.
The solution was built and tested in North America by IBM Canada following finalisation of the design phase by Gulf Air and GBM. The kiosks were then installed and re-tested in Bahrain according to stringent criteria before being distributed to the remaining sites. Representatives from IBM Canada were on site at Gulf Air’s Headquarters and assisted in this phase of the solution.
Gulf Air’s technical personnel were given on-site training so that they can fully support the kiosks and a complete set of hardware spare parts is being maintained in Bahrain. Comprehensive testing facilities have also been established at Gulf Air’s Headquarters in Bahrain.
“These kiosks are part of IBM’s blueprint for airline CRM (customer relationship management) and contribute to our multi-channel delivery strategy, throughout the passenger’s travel experience. Each kiosk has been configured using an IBM Net vista PC, an IBM 15” LCD active matrix TFT Monitor, a touch screen to provide ease of use, an ISO standard card reader, a ticket exit and low paper sensor and a Dassault 640 printer,” said IBM’s Thierry Gnych.
During the last ten years IBM has designed and delivered self-service kiosks to the worldwide travel industry, including kiosks for British Airways, Air Canada, United Airlines, Southwest Airlines, Japan Airlines, US Airways, KLM Royal Dutch Airlines and Air New Zealand. As a member of the IATA (International Air Transport Association) Common Use standards body, IBM is able to ensure that Gulf Air’s kiosks and applications meet the new CUSS 0.2 standard, which ensures that passengers are able to access different airlines’ self service check-in applications from a single kiosk.
The Kiosk application runs on a Windows NT or 2000 platform and supports both Arabic and English languages. Business Logic application has been developed in Programming Language C. The project was executed with a complete end-to-end XML messaging interchange, which is the de-facto standard for superior host communication.
Operationally the status of the kiosks is monitored utilising IBM’s Kiosk Manager software, an online monitoring tool that allows for all kiosks across Gulf Air’s network to be managed from one central location. This also allows software updates to be loaded remotely.
With its focus on increasing customer service levels, Gulf Air will in the future consider introducing more kiosks at other airports, as well as other versions of the kiosks at hotels and other strategic city locations.
"Potential future applications could include e-check-in with a baggage drop facility; e-ticketing that enables tickets to be purchased at the kiosks using credit cards; and integration of the kiosks with wireless devices such as PDAs for wireless anytime, anywhere check-in facilities. Other future applications could include automatic passport reading at the kiosks using iris recognition and / or fingerprint reading; as well as other conveniences such as the ability to purchase car hire vouchers," added Mr Gnych.
-Ends-
About Gulf Air
Gulf Air was founded in 1950. Today, it is owned by the Kingdom of Bahrain, Oman and the UAE and is the only truly pan Gulf carrier in the region. The airline’s network stretches from Europe to Asia and covers 43 cities in 32 countries. The fleet is one of the most modern in the Middle East and comprises 30 aircraft.
The airline is in its first year of a three-year strategic recovery programme, headed by President & Chief Executive, James Hogan. The airline’s aim is to further evolve by taking its renowned cultural strengths, which have been gained over more than half a century, into a global environment.
About Gulf Business Machines
With roots stretching back 60 years, Gulf Business Machines is the Sole Distributor for IBM Products and services in the Gulf countries excluding Saudi Arabia. As the largest locally situated IT solutions and service provider it satisfies the technology requirements of local, regional and international businesses and governments in the region. The company's comprehensive portfolio of IT solutions and services are complemented by a unique affiliation with an IBM community of more than 325,000 IT experts, as well as a number of international business partners. The company offers award-winning, globally acclaimed solutions and the security of its strong regional presence, extensive reach and its unrivalled market knowledge. More information can be found at http://www.gbm4ibm.com.
About IBM
IBM, the world's largest technology company, is one of the biggest suppliers of Information Technology to the air transport industry. IBM is an IT supplier to most major airlines globally, and has been working with the airline industry for more than 40 years. As the market leader in self-service check-in kiosks for the travel industry, IBM has more than 2500 check-in kiosks installed or on order at more than 200 locations worldwide. For more information, visit www.ibm.com/industries/travel
Editor Note re Technology
The technology behind the kiosks is an n-tier architecture that delivers seamless integration between the kiosk client and the backend systems. The kiosks will feature IBM PCs, TouchScreens, card readers and ATB-2 printers. The kiosk is driven by IBM's proven kiosk middleware product Consumer Device Services (CDS) and NetCDS. These products conform to the new IATA CUSS standard. The middle tiers are implemented using IBM's Kiosk Transaction Server middleware to encapsulate the business logic in one place so it can be leveraged by multiple delivery channels. IBM is adapting the business logic to communicate with Gulf Air's existing processes and Amadeus reservation system.
Gulf Air will be using IBM's Kiosk Manager software to manage the kiosk network. This software is a Web-based network management support system that provides realtime device monitoring, gathers application statistics, initiates file transfers and updates software. A remote control interface reboots kiosks and tests kiosk devices. There's also a graphical icon interface that shows kiosk status, plus it also has the capability to do statistical reports on kiosk performance.
Issued on behalf of Gulf Business Machines by Hill & Knowlton.
For further information contact
Jamil Alsharif on
Tel: +973 533532,
Fax: +973 533370,
e-mail: jsharif@hillandknowlton.com.bh.
© Press Release 2003
