Airlines have never operated in a more competitive market place. Customer satisfaction, aimed at ensuring repeat business, is high on everyone’s agenda. Attacking the problem of interminable queues is therefore a high priority. Home printing of boarding passes is now well established and has done much to ease the problem of queues at check-in. But bmi wanted to push the boundaries even further to ensure that they, and their customers, could make the best possible use of advanced ticketing technologies in order to keep airport delays to a minimum.