Automated check-in kiosks, now standard at most U.S. airports, are evolving as airlines push toward more digital solutions. These self-service stations allow travelers to check in, select seats, print boarding passes, and tag bags without staff assistance.
Alaska Airlines removed check-in kiosks at nine airports in 2024 as part of a $2.5 billion plan to transition entirely to mobile apps, while Frontier Airlines now charges $20 for human check-in assistance, according to USA Today.
The push toward automation has mixed results. While airlines claim kiosks reduce check-in times and keep costs down, people still prefer to talk to other people. A study by travel technology company Travelport found that three-quarters of customer survey respondents still prefer the option of speaking with a human agent.
Oakland International Airport and Newark Liberty International Airport have implemented biometric kiosks and self-boarding systems, respectively, to enhance passenger verification and streamline processes, Forbes reported. However, travel experts told USA Today these automated systems often struggle with complex situations like rebooking or special needs assistance.
New features being integrated into modern kiosks include radio-frequency identification—or RFID—baggage tracking, with over 50% of passengers expressing interest in electronic bag tags, according to Airport Industry News.
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