Airports can improve the passenger experience without costly expansions by using self-service solutions. Qantas uses numerous self-service offerings that have improved wait times and ratings from passengers. "As a result, our customers know that it's a matter of minutes from the front door of the terminal to the aircraft door and our levels of customer service advocacy are at record highs as a result," said Rowan Chalmers, who handles ground operations at Sydney and Canberra airports in Australia.

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