JAL SMART AIRPORT and Daifuku’s Automation Systems: Creating a More Comfortable Air Travel Experience

Creating a More Comfortable Airport Experience

JAL SMART AIRPORT is built around five key concepts: smooth movement through the airport, a calm environment for completing procedures, a wide range of service options, support tailored to individual needs, and assistance throughout the entire journey. JAL has introduced the initiative at 21 airports across Japan, enabling passengers to complete check-in procedures on their own—something that previously had to be handled at staffed counters.

Shinotsuka explains the aim behind the smart airport initiative:
“We established these five concepts to create a more comfortable airport experience for all our customers. When considering specific services, we focus on creating an environment where airport staff can dedicate more time to services that require human assistance and to supporting customers who need help. By expanding self-service options, staff are now able to step away from the counter and speak directly with customers. They can also spend more time assisting those who truly need support at the counter, such as wheelchair users.”

Tomohiro Shinotsuka

A key element in creating this environment is the automation of baggage check-in and handling. JAL has introduced self-service check-in kiosks and Daifuku’s self-service bag drop system at the domestic terminals of five airports: Tokyo International (Haneda), New Chitose, Naha, Osaka Itami, and Fukuoka. Passengers simply print and attach a baggage tag at a self-service check-in kiosk, place their baggage in the self-service bag drop system, and receive a claim receipt to complete the process.

Takuma Okawa

The self-service bag drop system incorporates a number of custom features developed in response to JAL’s requirements. Okawa explains JAL’s focus on usability and customization:
“No matter how convenient a system may be, people will not use it if it is difficult to understand. We place great importance on designing interfaces that allow anyone to intuitively understand the next step, such as which button to press or how to place their baggage. We also worked closely with Daifuku to ensure that the system reflects the JAL brand in every detail, from the design of the baggage intake area to the information displayed on the front screen. Their flexibility in accommodating these customizations was one of the key factors in our decision to adopt their system.”

Daifuku’s self-service bag drop system customized specifically for JAL

The impact of the new system is reflected in the numbers. During peak periods, passengers sometimes had to wait 30 minutes to get to the counter. Today, the process can be completed in less than 5 minutes. In post-flight surveys, the system has received high ratings for its smoothness.
Okawa reflects on his experience working at Fukuoka Airport during his first year with the company:
“When I guided customers through the self-service check-in kiosks or bag drop systems, I received comments such as, ‘That was easier than I expected,’ or ‘I think I can do it on my own next time.’”
Enhancing convenience through automation while enabling airport staff to provide more attentive support to each customer—this is the value that JAL SMART AIRPORT aims to deliver.

Tracking Baggage Location Information Across Large Airports in Real Time

Airports have two flows: people and baggage. They follow different routes through the airport but ultimately travel to the same destination on the same aircraft.
Haneda Airport is Japan’s largest airport by passenger volume, serving 91.58 million domestic and international passengers in 2025, and ranks among the world’s busiest in terms of aircraft arrivals and departures. As a result, the volume of checked baggage is enormous, and each bag must be loaded onto the correct aircraft within a limited amount of time. If even one piece of baggage has not been loaded, the aircraft cannot depart.
To address this challenge, JAL adopted Daifuku’s Baggage Tray System. Baggage checked in through the self-service bag drop system is automatically transported to security screening and then to the aircraft.

“One of the key factors that lead us to adopt the system was its ability to place each bag on an individual tray, link it with identification information, and track its location in real time during transport. In the past, when passengers suddenly canceled boarding after checking in baggage or when restricted items had to be handled, staff had to manually search for the relevant bag among items moving along the conveyors. This process has now become much more efficient. Haneda Airport also has separate north and south terminals, and in some cases baggage checked in at a different terminal from the departure gate must be transported over long distances. The Baggage Tray System enables us to handle these operations while maintaining both speed and quality,” says Shinotsuka.

The Baggage Tray System in operation at Haneda Airport, capable of transporting baggage at speeds of up to 600 m/min

Expanding Nationwide to Meet the Needs of Different Airports

In addition to major airports, JAL SMART AIRPORT is being rolled out at regional airports across Japan. However, regional airports often have less space available for new equipment, and it is not always possible to implement the same solutions used at major hubs.

To address this challenge, JAL introduced Daifuku’s Drop-UX T baggage receipt issuance system. Passengers place their baggage on the integrated scale and register the baggage tag issued by the self-service check-in kiosk using a handheld scanner, they can then hand over their bag at security. Compared with a self-service bag drop system, the Drop-UX T requires less installation space while still allowing passengers to proceed to the security checkpoint without visiting a staffed counter. JAL first introduced the system in spring 2024 at four airports—Nagoya (Chubu), Oita, Kagoshima, and Kumamoto—where it helped reduce congestion and staff burden. Following its successful deployment, JAL expanded the use of the system to 16 airports across Japan.

Drop-UX T installed at regional airports

Regional airports also tend to serve many older passengers. Going forward, JAL plans to continue expanding system implementation while enhancing its functionality in line with the passenger profile of each airport. Possible additional features include allowing users to enlarge the text displayed on screen and receive voice guidance.

Through the rollout of JAL SMART AIRPORT, customers are no longer burdened with long wait times and can have a more comfortable airport experience. Airport staff, in turn, are moving beyond solely counter-based operations and toward service that provides closer support to each customer.
As JAL works to create airports that are comfortable and accessible for all users, Daifuku’s automation solutions are playing a key role in supporting that vision.