Self-service baggage claims
T1 and PAH deploy new kiosks
AIRPORT VOICE, MARCH 2020 3
Terminal One and Pacific
& Atlantic Handling (+PAH)
announced the opening of
the automated self-service
baggage kiosks at JFK Airport.
According to Terminal
One Director of Operations
Steve Rowland, these are the
first kiosks of their kind in
the U.S.>S and perhaps the
world to automate baggage
claims. These machines will
make finding missing bags
easier than ever with the
easy-to-use kiosks. He said
that people get frustrated
having to wait in line at conventional
baggage service offices
when trying to locate
misplaced bags after a long
journey. In stark contrast,
Rowland said that the time to
make a claim and get on the
way home is only a few minutes
with eleven stations in
the arrivals hall to accommodate
many people. President
of PAH Neil Lott said, “This
is the next generation in service
recovery experience for
baggage related issues.”
In a tour of the arrivals
area, both Rowland, and
Lott spoke about the simplicity
of the system and the
convenience for passengers.
Lott pointed out that the Kiosks
are located in the international
arrivals area. He
said PAH has agents in place
throughout the arrivals
area directing people and
assisting passengers with
their needs. He went on to
explain that PAH originally
created a common baggage
service counter outside of
the arrivals area a coupe of
years ago but this kiosk system
is the Next-gen in service
recovery experience
for customers with baggage
related issue when arriving
T1. “ We have improved the
concept. We bring this new
automated system to satisfy
the customer with innovation
and speed. You can
make you claim and be on
you way in minutes.” Lott
said. He went on to say that
a large number of airlines
at Terminal One are participating
and eventually
they all will because it lowers
airline operating costs
and provides a superior customer
experience.
Lott described the actual
process while pointing to the
various airline name signs
in the Kiosk area which are
all multi-lingual. “ The arriving
passenger clicks on
the kiosk screen then follows
easy steps to enter delayed
or damaged luggage. Then
they put in their airline they
travelled with, how many
bags missing. They then
scan the bag claim ticket,
and the reference form is
pre-populated from that information.
Final step is for
the passenger to input name
and contact information and
the desired delivery location.
After that, a reference
number is provided and it is
emailed or texted to the passenger.
The status or change
of the claim of the baggage
is communicated to the passenger
when there is an update.
T1’s Rowland proudly
stated that this system conforms
to the guidelines put
in place by the Port Authority
for improved customer
experience.
When Lott , who has been
in the airline business for
decades, was asked about
the Terminal One’s support
for the kiosk program. , he
smiled and said, “ Terminal 1
is exceptionally open to new
ideas and they want to make
customer service better.
We are a service provider
to T1; they seek a better experience
for customers, and
we from baggage, want to
keep pushing the envelope
for this.”
Steve Rowland and Neil Lott with new self-service baggage kiosks.
MWBE opportunities with NYS
Farmingdale College March 20th
Governor Andrew M. Cuomo today
announced the 2020 Regional
MWBE Opportunities Expo Series
to connect Minority and Women-
Owned Businesses and Enterprises
with State agencies, expert resources
and information on State projects,
and tools to access State contracting
opportunities. The series of four expos
will kick off on Long Island on
March 20, with Western New York,
the Southern Tier and Mohawk Valley
regions also hosting informational
events. The 2020 Regional
MWBE Opportunities Expos Series
launches just months after Governor
Cuomo announced the statewide
MWBE utilization rate reached
29.13% in Fiscal Year 2018-2019.
“New York’s diversity is our
strength and by empowering minority
and women-owned businesses,
we make the state more innovative,
more competitive and more successful,”
Governor Cuomo said. “This
administration’s efforts to level the
playing field for MWBE firms are
unmatched and have resulted in a
nation-leading utilization rate that
reflects the incredible success we’ve
seen from our programs. I strongly
encourage eligible businesses from
across the state to attend these expos
and learn more about how we can
help them succeed.”
“As someone who helped start
several women-owned businesses, I
know the challenges in finding capital
and the many other barriers that
exist,” said Lieutenant Governor
Kathy Hochul. “The annual MWBE
Opportunities Expo Series breaks
down barriers and helps women and
minority entrepreneurs take their
businesses to the next level. New York
is leading the nation with an unprecedented
commitment to MWBEs, setting
the highest utilization goal in
the country and continuing to build
on those efforts across the state. Our
investment in MWBEs is part of our
overall goal to help ensure financial
security and success, elevate women
and minorities in positions of power,
and achieve full equality for all.”
Increasing the utilization of
MWBE firms in state contracting
is key to the success of New York’s
MWBE program. In 2014, Governor
Cuomo set the goal of MWBE procurement
to reach 30% of state contracting,
which is the highest goal
in the nation. In Fiscal Year 2018-
2019, MWBE utilization increased to
29.13% with MWBEs securing $2.9
billion in state contracts, up from
less than 10% and under $100 million
in 2010.
The 2020 Regional MWBE Opportunities
Expo Series, sponsored by
Empire State Development’s Division
of Minority and Women’s Business
Development, in collaboration
with local partners and other State
agencies and authorities, will feature
panel discussions, information on regional
projects and workshops about
MWBE certification and business development
resources. It will also include
the MWBE Boot Camp, which
links MWBEs with regional technical
assistance resources like Small
Business Development Centers, networking
opportunities with prime
contractors, Procurement & Technical
Assistance Centers and the Entrepreneurship
Assistance Centers.
The Expos will also include information
about state-sponsored financial
and technical assistance programs,
including the “Bridge to Success”
Loan Program and the Surety Bond
Assistance Program.
Empire State Development Acting
Commissioner and President & CEODesignate
Eric Gertler said, “Minority
and women-owned businesses are
the economic engines of the Empire
State, providing a key source of jobs
in communities across New York.
The premier MWBE programs and
services offered by the state ensure
these entrepreneurs — who reflect
New York’s great diversity — have
an equal opportunity to compete for
the billions of dollars awarded by our
agencies and authorities every year.”
Since Governor Cuomo took office
in 2011, more than 8,000 MWBEs
have been certified. The New York
State Directory of Certified Firms is
currently one of the largest listings
of MWBE firms ready, willing and
able to perform on public contracts
in the nation.
Friday March 20, Regional MWBE
Opportunity Expos Series:
Farmingdale State College, Roosevelt
Hall, 2350 Broadhollow Road,
Farmingdale, NY 11735