Alaska Airlines to Eliminate Check-In Kiosks

In a bid to streamline the process for travelers moving from the airport entrance to TSA security, Alaska Airlines announced this week that it will be discontinuing its self-service check-in kiosks. Soon, all you’ll need for check-in and baggage drop will be your phone and your face.

The airline has begun the process of phasing out the self-service kiosks that have been in place for 20 years, allowing travelers to check in, print boarding passes, select seats, enter their frequent flyer numbers, and print bag tags. In their place, there will be two dedicated self-service devices for tagging and checking in baggage only.

“Our research showed that most Alaska guests were already using their smartphones for most of our kiosk functions, suggesting it was time for a change,” said Charu Jain, Alaska Airlines’ senior vice president of innovation and merchandising, in a statement to Dinogo.

Moving forward, travelers will be encouraged to check in via their smartphones before arriving at the airport. They will have the option to receive their boarding pass through email (which they can print at home or scan at the gate) or save it in the app. Jain noted that, on average, 70 percent of passengers check in before arriving at the airport, so this transition shouldn’t significantly impact many. The airline aims for 90 percent of guests to arrive with their boarding passes ready, but those who prefer can still check in with an agent.

Alaska Airlines is in the process of setting up new baggage tagging stations, which consist of iPads mounted on stands that can print bag tags and accept credit card payments, at various airports including Portland and Las Vegas. The airline plans to equip all of its hubs by the end of 2024. Jain mentioned that while the traditional kiosks had an average wait time of two to three minutes, the new bag tag stations will reduce that time to just 45 seconds.

Beginning in 2024, Alaska Airlines will start rolling out automatic baggage drop areas at its primary hub airports, including Seattle, Portland, Anchorage, and San Francisco. Travelers will be able to drop off their bags without needing to interact with airline staff, provided their face, ID, and bag tag have been scanned by a sensor.

The airline claims these new changes will allow travelers to navigate the airport lobby in under five minutes. Jain noted that this will also enable agents to provide more personalized assistance to guests who require extra help.

“By reducing the transactional nature of interactions, like scanning each bag tag, our agents can focus on supporting guests who may need additional assistance, such as families, travelers with pets, unaccompanied minors, or those with special inquiries,” Jain explained.

A 2022 Airport Insights Survey reveals that more airports are investing in technology to enhance the passenger experience with self-service options. Last year, airports collectively spent around $6.8 billion on such technologies. Notable examples include Paris’s Charles De Gaulle and Orly airports, as well as Germany’s Dusseldorf airport, which have begun installing self-service bag drop areas.

One of the most cutting-edge features of Alaska's new check-in system is the use of facial scanning for self-service baggage checks. However, biometric technology is not entirely new to airports. Programs like Clear and Global Entry utilize facial recognition to expedite airport identification. Additionally, the TSA has been trialing facial scanners at 16 airports across the country to enhance convenience. As noted by Barbara Peterson, Dinogo’s special correspondent for air, airports in cities such as Los Angeles, Miami, Orlando, and San Diego have begun implementing trials using SITA (another company specializing in facial recognition technology) for paperless check-in and contactless baggage drop-off.