CUSS is a standard developed for use by airlines.
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1706c
COMMON USE SELF SERVICE (CUSS)
PSC(21)1706c
RECOMMENDED that, when Members plan to operate shared Self Service Devices in a Common environment, such as an airport, for the purposes of individual airline processes, the specifications and standards as described in this Recommended Practice are applied.
1. INTRODUCTION/SCOPE
Common Use Self Service (CUSS) describes the specifications and standards for multiple airlines sharing one physical self-service Kiosk. Member airlines will develop a Common Use Self-Service Platform to include, but not be limited to, check-in functionality. Future developments may include other functions, both business and technical.
2. PURPOSE
The basic idea of the CUSS concept is to enable airlines to provide passenger services at a shared Kiosk.
The major benefits of CUSS are:
customer interaction with airline application at a single point of contact
security of access
optimum use of airline facilities with no need to dedicate special areas for different airlines
shared running costs
permits delivery of a proprietary check-in product, thus the airlines are not required to use systems provided by airport authorities or handling agents which might not be compatible with their host computer systems
airports only have to provide space for the common Kiosk thus reducing the amount of space an airport needs to set aside for airline Kiosks.
3. DEFINITIONS
For the purposes of this Recommended Practice, the following definitions will apply;
3.1 Application Provider
An entity that is responsible for the provision and management of their applications accessible from a CUSS Kiosk, e.g. an airline.
3.2 Application Supplier
An entity that writes the application software for the Application Provider.
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3.3 Architecture
This is the structure that will be employed to deliver CUSS, and to ensure consistency of operation (refer to the Technical Specifications published separately from this Recommend Practice in the “CUSS Manual”).
3.4 Common Software
This software provides an interface between Hardware devices and the Kiosk/airline applications which use them. This will be referred to as middleware. It includes several layers, the top layer of which will be the Standard Interface Layer.
3.4.1 CUSS Passenger Documents
The Kiosks may contain (as appropriate):
Blank ATB Card Type 4 stock with a magnetic stripe and without a binding stub (Refer to IATA 722c and 722e/ ATA 20.51 and 20.201/)
General Purpose Printer (GPP) stock (Refer to /IATA 1706d ATA RP 30.102)
Blank baggage tag stock (Refer to IATA Resolution 740/ATA 30.35)
3.5 CUSS Platform
This defined environment supports applications for one or more airlines and conforms to the standards as described in this Recommended Practice.
3.6 CUSS Application (See also, "Kiosk Application")
A single certified business application that will run on multiple CUSS certified Platforms
3.7 Kiosk Application (See also, "CUSS Application")
The Kiosk Application is the essential part of the Kiosk system. It provides the functionality the Kiosk offers to the customers. It depends on the Kiosk Application whether a Kiosk can be used for check-in, ticketing, as a ticket vending machine or virtually anything else. There is no limitation about what and how many Kiosk Applications can be offered on a Kiosk system.
3.8 Platform Provider
This is the entity that is responsible for ongoing provision and management of the Platform.
3.9 Platform Supplier(s)
This is the entity who provides any component of the Platform
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3.10 Relationship Among Entities Involved in the CUSS System
3.11 Selection Interface Screen
This is the initial screen a customer will interact with prior to selecting an airline application. This will be provided by the Platform Provider.
3.12 Service Provider(s)
This is the entity that is responsible for maintaining the operational service performance of the Platform.
4. CUSS PRODUCT STRATEGY
The CUSS product strategy is to deliver a common self service Platform to support individual airline processes at a shared Kiosk, e.g. check-in.
The key to the product strategy is an Open Architecture. This means that it should be possible to use any Hardware or software that conforms to CUSS standards included in the Technical Specifications published in the “CUSS Manual”.
This open strategy enables airlines to maintain their individual identity in terms of product offering.
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The functionality described is not exclusive. Any future products and/or applications may be introduced as business needs change and will be subject to review and approval by the CUSS Management Group (see section 6 titled “CUSS Management Group”).
Initially this strategy is focussed for implementation at airports but could be carried forward to other environments, e.g. bus terminals and railway stations.
The development of the CUSS product will initially be done with the cooperation of Member airlines, airport authorities and Software/Hardware manufacturers.
5. KIOSK PLATFORM/CUSS PRODUCT FUNCTIONALITY
The Kiosk Platform comprises, at minimum, the Hardware specified in Section 11.1 titled “Minimum Kiosk Components”.
The CUSS product functionality shall be bilaterally agreed upon between the individual airline(s) and the Platform Provider and must adhere to the Certification process outlined in the “Certification Document”. This is published in the “CUSS Manual” separately from this Recommended Practice.
The Kiosk is envisaged to support a comprehensive range of airline processes and services.
The support of a specific process and services for any airline is dependent on the software provided by the airline Application Provider.
Initial focus of the product will be on passenger check-in.
Devices within a Kiosk shall only be used by applications initiated and operated within the Kiosk or diagnostic software.
All physical components shall be equally accessible to all participating airlines according to bilateral agreements between airlines and Platform Providers.
6. CUSS MANAGEMENT GROUP
A CUSS Management Group (refer to Resolution 706 [ATA 1.40] comprised of airlines will be responsible for managing the certification process and amending CUSS standards as published separately from this Recommended Practice, e.g. Technical Specifications published in the CUSS Manual.
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7. CUSS PRODUCT OPERATION
The product may operate in the following way:
Typical Check-in Flow
Selection from Interface Checks airline links
screen Checks Hardware
Passenger selects airline Airline application started via
touch screen and Kiosk Application
Airline application launched Check passenger(s) in to flight (via airline
host) other airline services
Airline application prints Travel documentation issued
Airline application cleans up Calls back Selection Interface
Screen
Selection Interface Screen Checks tidy up
Checks Hardware OK
For details refer to the Technical Specifications in the “CUSS Manual”.
7.1 Statistical Information
General rules:
No data to be maintained on the Kiosk.
No Proprietary Data to be retained by the Platform/Service Provider
No Application Provider’s Proprietary Data to be accessed or made available to any other party
The following types of statistical data will need to be provided:
- sufficient data to support and control a billing process for both Platform and Application Providers.
- general data available for all airlines using the Kiosk (deliverance, uptime, etc.)
- all data required by a Service Provider to complete their function
8. OWNERSHIP
The interface descriptions (as described in Technical Specifications) are owned by IATA and ATA and are maintained by the CUSS Management Group (see Section titled “CUSS Management Group”).
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9. SERVICE LEVEL AGREEMENTS (SLAs)
This section addresses various aspects of the Service Level Agreement (SLA) document where the Service Levels to be provided by the Platform Provider of CUSS and the Service Levels provided by the Application Provider are mutually agreed. The SLA will also include change management procedures. As a guideline, a sample SLA template is shown in the “CUSS Manual”.
9.1 Platform Provider’s Responsibility
The Platform Provider will, as defined in the SLA, ensure that:
the CUSS Kiosk is operational and serviceable during the specified operational hours
the CUSS Platform is functioning and certified according to CUSS standards
software levels and version control of the Platform are maintained at that site
statistical and management information is available
they notify the Application Provider of faults that cannot be resolved
they have the ability to turn off an application if it is deemed to be causing other applications and/or the CUSS Kiosks to malfunction. If this is the case they will endeavour to inform the Application Provider in advance
Kiosk locations are locally and mutually agreed
9.2 Application Provider’s Responsibility
The Application Provider is responsible for the application code, which must follow and pass the Certification process.
If the Application Provider decides to use a dedicated Application Server, either at the CUSS site or a location that is under the control of the Application Provider, then that Application Provider is responsible for the maintenance and the upkeep of the Server.
The Application Provider is responsible for any communication lines to and from the Application Provider’s mainframe or Server location.
The Application Provider must provide the correct protocol and interfaces to allow connection at the CUSS site as mutually and bilaterally agreed between the Platform Provider and the Application Provider.
9.3 Service Levels
Minimum Service Levels that the Platform Provider should provide will be locally and mutually agreed. All airlines involved at each site must be able to ensure that agreed standards do not compromise levels of customer service they have already built up or to which they aspire.
9.4 Management Information and Availability Figures
The Platform Provider should be able to supply all Application Providers the Availability figures and access to the management tool used for real time status of the CUSS installation.
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10. SIGNAGE
The signage for Kiosks to be promoted at all sites will include the words “Self Service”.
11. KIOSK SPECIFICATIONS
11.1 Kiosk Components.
The following is the minimum specification for a CUSS Kiosk:
A computer
A card reader
Touch screen
Facilities to support a keyboard and pointing device
Printer, which may be one or more of the following if the airlines at the location require them:
ATB reader/ATB printer with an Escrow and the latest AEA PECTAB and PECTAB extensions (refer to the Technical Specifications in the “CUSS Manual” published separately from this Recommend Practice).
General Purpose Printer with bar code printing capability.
Bag tag printer with specified fonts (refer to the Technical Specifications published separately from this Recommend Practice in the “CUSS Manual”).
Note: Further details including optional components to be found in the Technical Specifications published in the “CUSS Manual”.
11.2 Data Privacy
Recommended Practice 1774 (Protection of Privacy and Transborder Data Flows of Personal Data used in International Air Transport of Passengers and Cargo) is incorporated by reference herein.
11.3 Kiosk Ergonomics
Screen design
The Selection Interface Screen will be designed with an overall common navigation, look and feel. This interactive design utilises suitable fonts and is graphically intuitive (refer to the Technical Specifications published in the “CUSS Manual”).
Hardware Design Considerations
The Kiosk must be designed in compliance with local laws. The devices should be easily visible and as close to the screen as possible.
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12. CERTIFICATION
The Platforms and applications must be certified in accordance with the procedures in the Certification Document published in the “CUSS Manual”.
13. CUSS MANUAL
IATA shall produce, update, and make available the CUSS Manual in electronic format which shall set forth, among other things, CUSS standards and Technical Specifications. As a condition to certification, Application and Platform Providers, shall be required to maintain a current subscription to the CUSS Manual. To enable it to defray the costs incurred in developing and maintaining the CUSS Manual, IATA shall establish an annual subscription fee for the CUSS Manual. Access to the CUSS Manual, and the fee to be charged, will be non
discriminatory, i.e., all interested parties, whether or not members of IATA, will be afforded access to the CUSS Manual on the same terms, and will pay an equal fee for such access.
14. - GLOSSARY OF TERMS
AEA PECTAB – Parametric table as specified by the latest edition of the Association of European Airline (AEA) joint technical specifications. A parametric table defines the print and magnetic strip locations for the IATA ATB documents (or other documents in ATB format).
Application Provider - See paragraph 3 “Definitions”
Application Supplier - See paragraph 3 “Definitions”
ARCHITECTURE - See paragraph 3 “Definitions”
AVAILABILITY – The percentage of time, during kiosk hours of operation, where a kiosk is able to fulfil its functionality, and is available for operational use. There are some outages which affect availability of the CUSS kiosk that the Service Provider will not have control over. These outages will not be classed as an operational outage which will be penalised against the Service Provider
COMMON ENVIRONMENT e.g. an airport as defined in IATA RP 1797.
CUSS APPLICATION - See paragraph 3 “Definitions”
CUSS MANAGEMENT GROUP - A CUSS Management Group comprised of airlines will be responsible for managing the certification process and amending CUSS standards.
GPP – General Purpose Printer
KIOSK – The common term used to describe the repository of the hardware.
OPEN ARCHITECTURE - Means that it is possible to use any Hardware or software that conforms to CUSS standards.
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PLATFORM - Comprises common Hardware, software and networking infrastructure required to run the CUSS Applications.
Platform provider - See paragraph 3 “Definitions”
Platform SUPPLIER (s) - See paragraph 3 “Definitions”
PROPRIETARY DATA – Data that originates from an Application Provider.
Service PROVIDER (s) - See paragraph 3 “Definitions”
SELECTION INTERFACE SCREEN - See paragraph 3 “Definitions”
SERVICE LEVEL AGREEMENT (SLA) – A document where the service levels to be provided by the Platform Provider of CUSS and the service levels provided by the Application Provider are mutually agreed. See paragraph 9 "SLAs"
SOFTWARE - Code used to deliver specific functionality.
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- REFERENCES
IATA Passenger Services Conference and ATA Passenger Council Resolutions
IATA
ATA
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20.12
Automated Ticket/Boarding Pass – Version 1 (ATB1)
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20.13
Automated Ticket/Boarding Pass Version 1 (ATB1) Agents and Corp Travel
722c
20.51
Automated Ticket/Boarding Pass – Version 2 (ATB2)
722d
20.52
Off Premise Automated Ticket/Boarding Pass – Version 2 (OPATB2) ----ATA Agents and Corp. Travel
722f
20.60
Electronic Ticket/Electronic Miscellaneous Documents – Airline
722g
20.61
Electronic Ticket/Electronic Miscellaneous Documents – Neutral
724
20.03
Passenger Ticket – Notice and Conditions of Contract
728
110.16
Code Designators for Passenger Ticket and Baggage Check
740
30.35
Form of Interline Baggage Tag
791
20.204
Specifications for Airline Industry Integrated Circuit Card (ICC)
Recommended Practices
IATA
ATA
1008
100.15
Glossary of Commonly Used Air Passenger Terms
1706
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Functional Specification for Standard Departure Control System
1706a
1706c
30.200
30.100
Functional Specification for Passenger Self Service Systems
Common Use Self-Service (CUSS)
1706d
1706e
1720
30.101
30.102
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Non-ATB Document Specifications for Common Use Self-Service Kiosks
Paper Specifications – Documents to be Printed by a General Purpose Printer (GPP) In A Common Use Self-Service (CUSS) Kiosk
Seat Assignment Parameters
1724
20.03
General Conditions of Carriage (Passenger and Baggage)
1774
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Protection of Privacy and Transborder Data Flows of Personal Data Used in International Air Transport of Passengers and Cargo
1778
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Corporate Client Identification Service
1784
ATA Electronic Marketplace Committee RP
Electronic Reservation Services Providers (ERSPs)
1797
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Common Use Terminal Equipment (CUTE) systems
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- REFERENCES (continued)
IATA Passenger Agency Conference
Airlines Reporting Corporation (ARC)
Resolutions/Governing Body
IATA
800z
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Electronic Ticketing
898a
Electronic Reservation Services Providers
Other
Electronic Reservation Services Providers Implementation guide
Electronic Ticketing Implementation Guide
Integrated Circuit Card Implementation Guide