How to make the most of the new era of airline check-in software
Check-in has long been treated as a routine step in the airline experience, but it’s also a source of friction for both passengers and airline teams. Airlines often struggle with outdated, disconnected systems that are costly to maintain and can't quickly adapt to unique servicing needs. This leads to poor customer experiences, high support volumes and missed retailing opportunities. Today’s travellers expect more, such as personalisation, speed and omnichannel control, making it a prime opportunity to reimagine check-in as a strategic moment to boost satisfaction, efficiency and revenue.
At Branchspace, we developed Triplake Shop & Fly Check-in to propel this shift and make check-in smarter, seamless and more commercially effective.
Here are five initial ways airlines can optimise check-in, backed by smart strategies and real-world Triplake inspiration.
1. From manual to effortless: Digitise and streamline check-in
Travellers are accustomed to purchasing and managing everything online, yet check-in can feel manual and restricted to the airport. In fact, the 2023 SITA Passenger IT Insights Report states that over one-third of travellers still check-in at the airport, either with airline staff or at a kiosk. By digitising the process with online check-in, digital document upload and dynamic boarding passes, airlines reduce airport queues and staffing needs while improving traveller experiences.
According to the 2023 IATA Global Passenger Survey, 87% of travellers are willing to share immigration info digitally to save time at the airport, highlighting a clear shift in passenger expectations. Airlines also gain flexibility, from setting check-in opening times to automating the flow based on destinations or traveller profiles. Triplake Shop & Fly Check-in supports this full transformation towards a frictionless, value-generating part of the journey, long before passengers reach the airport.
2. Harness check-in to re-target and boost revenue opportunities
Check-in is a valuable moment to re-engage travellers and drive incremental sales. Airlines can surface contextual, personalised offers such as seat upgrades, special baggage, fast track, or lounge access. This allows them to better meet evolving traveller needs while unlocking new opportunities for ancillary revenue.
AI-driven recommendations and day-of-travel deals increase conversion, especially when timed to real-world, behavioural triggers like trip type or purchasing habits. Check-in can also serve as a gateway to the wider travel experience. Integrating with third-party services, like hotels, transfers and destination experiences, positions the airline as more than a carrier. Check-in becomes a digital concierge for strategic revenue boosts and customer retention.
3. Design for intuitive flexibility, not just speed
Speed matters, but flexibility is now a baseline expectation. Travellers want the ability to undo check-in, modify details or add co-travellers in a user-friendly manner across devices without restarting.
Support for complex use cases like pet travel, special assistance or unaccompanied minors should be built-in, not bolted on. A unified interface with cross-device continuity ensures passengers can manage their journey confidently.
Branchspace’s Triplake Shop & Fly Check-in enables this level of intuitive self-service, reducing calls and stress, increasing satisfaction and building long-term loyalty.
4. Keep travellers informed and reassured every step of the way
Timely updates create confidence. Notifications on gate changes, flight delays or baggage status act as reassurance tools that reduce anxiety and improve NPS. From pre-departure to post-arrival, communication should be consistent and proactive.
Picture a traveller navigating a busy airport and receiving a ping that their gate has changed, followed by a map to guide them there. Or an alert after landing that their bag is delayed, with a direct link to tracking and resolution. These moments don’t just solve problems, they build trust.
Alerts also need to be customisable, so travellers receive updates how and when they prefer. When designed with empathy and intelligence, notifications become a personal concierge guiding travellers throughout the journey.
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5. Harmonise check-in within the broader technical ecosystem
A fragmented check-in process creates inconsistent experiences and operational inefficiencies. Aligning check-in with the airline's wider tech stack, like DCS, PSS, CRM, payments and loyalty systems, enables real-time communication and context-aware servicing.
Modular deployment and API-based integrations allow check-in to function as part of a scalable, future-ready platform. Branchspace’s Triplake Shop & Fly Check-in supports an agile, decoupled architecture, making it easier to innovate over time. In a harmonised ecosystem, check-in becomes an orchestrated, intelligent part of the entire airline operation.
Shop & Fly Check-in as a building block in Triplake's end-to-end value proposition
Triplake Shop & Fly Check-in is built to solve real airline challenges, offering a flexible, scalable solution that integrates with any existing system, like PSS and OOM, to reduce time, vendor reliance and costs.
As part of the broader Branchspace Triplake ecosystem, Shop & Fly Check-in connects effortlessly with other modules, from On the Go, Digital Web, to Ancillaries. This alignment enables airlines to adopt a truly modular, future-ready architecture at their own pace.
Ultimately, Triplake Shop & Fly Check-in makes these five tips a reality. It’s a solution built for today’s travellers and tomorrow’s airline operations…personalised, intelligent and growth-oriented.
Looking to modernise your airline check-in software?
Explore how you can power your airline’s digital retailing with Triplake Shop & Fly Check-in or schedule a demo today.
