Firstouch’s Self Service Kiosk Enhances Visitor Accessibility at IGI Airport

Indira Gandhi International (IGI) Airport, Delhi one of the busiest airports in the world, faces significant challenges in ensuring smooth mobility for millions of passengers and visitors. To address this issue, Firstouch introduced a Self Service Kiosk to book buggy, an innovative self-service solution designed to enhance accessibility and ease of travel within the airport. This case study explores the implementation, impact, and future potential of this cutting-edge solution.

Problem Statement

Navigating large airports can be a challenge, especially for elderly passengers, expectant mothers, travelers carrying infants, and those unfamiliar with the airport layout. Traditional mobility solutions, such as manual buggy services, often involve long wait times, inefficiency, and operational bottlenecks. IGI Airport needed a tech-driven solution to make airport transportation seamless, accessible, and user-friendly.

Solution: Firstouch Self Service Kiosk

Firstouch developed and deployed a Self Service Kiosk to book a buggy that allows passengers to request an automated buggy ride on demand. The system is equipped with:

• Touchscreen Interface – Intuitive UI for easy navigation.
• Automated Booking – Passengers can select pickup and drop-off points.
• Real-Time Tracking – Live updates on buggy location and estimated arrival time.
• Accessibility Features – Voice assistance and multi-language support.
• Seamless Integration – Connected with IGI Airport’s smart infrastructure for smooth operations.

Implementation Strategy

1. Needs Assessment – Conducted extensive research on passenger pain points.
2. Technology Development – Designed a robust and scalable kiosk system.
3. Strategic Deployment – Installed kiosks at key locations for maximum reach.
4. Staff Training & Support – Ensured on-ground staff could assist users effectively.
5. Performance Monitoring – Implemented feedback loops to refine user experience.

Results & Impact

• 40% Reduction in Passenger Wait Times – Faster access to mobility services.
• Enhanced Accessibility – Improved airport experience for elderly travelers, expectant mothers, and passengers with infants.
• Operational Efficiency – Reduced reliance on manual assistance and staff interventions.
• Positive Passenger Feedback – 92% of users reported higher convenience and satisfaction.
• Scalability & Expansion – Plans to introduce more kiosks and AI-driven enhancements.

Conclusion

The introduction of the Firstouch Self Service Kiosk at IGI Airport marks a significant step in enhancing visitor accessibility through technology. By addressing key mobility challenges, Firstouch has set a new benchmark in smart airport solutions. With future advancements, such as AI-driven route optimization and mobile app integration, this innovation has the potential to revolutionize airport accessibility worldwide

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