To implement IBHelp, the Spanish airline has developed an check-in platform called “DCS” (Departure Control System) to link the mobile devices to all check-in kiosks and Quick Service Points from which documents may be printed.
IBHelp is a unique and pioneering innovation which the airline plans to extend to all key airports in Spain and abroad.
In addition to making customer service more flexible and agile, IBHelp optimises customer service resources at peak times.
Iberia’s Ágora project
IBHelp is part of Iberia’s strategic Ágora Project, aimed at streamlining every aspect of its operations at the airline’s T4 hub at Madrid-Barajas airport, to make it the world’s most efficient and user-friendly terminal, while also improving the punctuality of flights.
Other Ágora project initiatives to speed the transit of passengers through the airport have been recognised by IATA with its Gold Fast Travel Award, held by only six airlines in the world.
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