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

• ISO/IEC 27001: Information security is managed in accordance with internationally recognized standards.
• Data Encryption and Compliance: Data is encrypted both in transit and at rest, with strict compliance with Thailand’s Personal Data Protection Act (PDPA).
• High Availability and Failover System: A resilient system architecture supports uninterrupted 24/7 operations, including during peak travel periods.

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