Check-in changes in LAX TBIT bring improved passenger experience

LOS ANGELES, USA, 29 February - Star Alliance airlines operating from the Tom Bradley International Terminal at Los Angeles (LAX) have co-located and introduced new automated processes to improve the overall customer experience at check-in.

Applying learnings from Star Alliance's move to Heathrow Terminal 2, the TBIT-based carriers worked with the airport authority (LAWA) on a plan to move together to Aisle C of the check-in area and install check-in kiosks that allow passengers to print their own boarding passes and bag-tags. Feedback from LHR shows that customers like automated services, as they help them avoid queues and so take better control of their journey. Targets call for at least 50% of economy class passengers to use mobile or on-airport automated check-in, to speed up and streamline this process for all customers.

Air China, Air New Zealand, ANA, Asiana Airlines, EVA Air, Ethiopian Airlines, Lufthansa, Singapore Airlines, SWISS and Turkish Airlines all operate from TBIT. The successful co-location was celebrated with a small event on Tuesday 23 February, around one week after the moves took place.

Scandinavian Airlines is set to begin services to Los Angeles from Stockholm at the end of March, bringing the total number of Star Alliance airlines serving LAX to 15. SAS will join the current 10 members in TBIT, with Air Canada and Avianca offering flights from Terminal 2, COPA from Terminal 6 and United from Terminals 7 and 8.

Jointly the carriers offer around 1,150 daily flights from LAX, connecting 79 cities in 24 countries.

-- Janet Northcote