CUPPS: Elevating Passenger Experience Through Intelligent Self-Service

Project Overview

This project delivers the Common Use Passenger Processing System (CUPPS)—a self-service technology implemented across six major airports in Thailand (Suvarnabhumi, Don Mueang, Phuket, Chiang Mai, Hat Yai, and Mae Fah Luang–Chiang Rai). CUPPS enables passengers to complete check-in, bag drop, and boarding independently, helping reduce congestion and elevating the travel experience at every stage.

Challenges

• Passenger congestion: Overcrowding at check-in counters
• Shifts in user behavior: Adapting to post–New Normal expectations
• Service efficiency: Need for higher processing capacity as passenger volume grows
• Identity verification complexity: Multiple documents required across multiple checkpoints

Developed Solutions

SKY ICT provides CUPPS with six key subsystems:

• CUTE: Shared-use check-in counters for all airlines

• CUSS: Self-service kiosks for check-in, passport scanning, and printing boarding passes and baggage tags

• CUBD: Self-Bag Drop system allowing passengers to drop baggage independently

• PVS (Passenger Validation System): Passenger identity verification system that enhances security, enables passenger tracking, and controls access to restricted areas (e.g., domestic passengers cannot access international zones).

• SBG (Self-Boarding Gate): Automated boarding gates integrated with biometric technology (facial recognition) to verify passenger information before opening the gate.

• Automated Biometric Identification System: Biometric identification system (e.g., facial and iris recognition) deployed across AOT’s six airports. It captures and stores passenger identity data from check-in into a unified “One ID”, reducing the need for physical documents at multiple checkpoints.

Data Security Standards

The PVS (Passenger Validation System) is implemented to enhance airport security by using biometric identification, one of the most effective methods for verifying passenger identity.

Results & Benefits

For Passengers

• Faster, more convenient processing
• Reduced queues at check-in counters
• Streamlined procedures and a modern travel experience
• Reduced physical contact, improving hygiene

For Airports & the Country

• Reduced passenger congestion
• Improved operational efficiency
• Enhanced Thailand’s image and service standards
• Increased passenger familiarity with modern technologies