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Bypass airport lines with auto check-in
By Thurston Hatcher (CNN) -- ATMs have been around for decades, self-serve gas is old hat, and a lot of folks can scan their own groceries at the supermarket. Now the do-it-yourself approach is increasingly commonplace at airports, allowing fliers to skip daunting check-in lines to obtain boarding passes, select their seats and even check luggage without anyone's help. The self-serve kiosks remain a novelty for many travelers, but if you haven't used one yet, you might want to start practicing. "I would say the check-in process over the next five years is just going to change dramatically, and it will be an unusual event to talk to an agent before getting on the plane," says travel industry expert Thom Nulty, president of Navigant International. Alaska Airlines installed its first Instant Travel Machine in 1996 and now has 374. Airline spokesman Jack Walsh says about a third of the carrier's fliers use the machines and he says he expects the number to grow as the system becomes better known.
"When was last time you had to take $100 out of your savings account and you walked into a bank and waited in line for a teller to serve you? It's a matter of just going to the ATM and taking care of it, and that's about the way it is with these," Walsh says. Skipping long linesThe self-serve trend actually goes beyond kiosks. Several airlines now allow travelers to check in by phone, a wireless device or computer, and to even print out boarding passes at home. "We've got quite a large segment of our customer base who wants the option of a streamlined airport experience, and know that's what airport automation makes possible," American Airlines spokesman Gus Whitcomb says. American expects to have installed 300 devices at ticket counters, departure gates and other terminal locations in more than 30 cities by the end of the summer. So far, Whitcomb says, flier feedback has been positive. "Customers tell us through interviews and unsolicited feedback that they appreciate the option of bypassing lines. They also tell us that they appreciate the availability of our customer service agents, too, who now have more time to help passengers with more complex itineraries or issues that need to be resolved," he says. Customers typically use a major credit card or airline frequent flier card to start a transaction, then follow the instructions on a touch-screen computer. Beyond getting boarding passes, fliers can choose or change their seat assignments, upgrade to first class, make same-day flight changes and answer the government-required questions -- including "Did a stranger hand you any items to carry?" "Even someone as travel-savvy as myself, initially I was intimidated by 'What do I do?' Obviously, taking it easy and just following instructions, it worked perfectly," Nulty says. Depersonalized service?Travelers with baggage may be directed to an attendant at a express baggage check area. Alaska Airlines even allows fliers in Portland, Oregon, and Anchorage to check their own bags. "People like to control things themselves," Walsh says. "And so if someone wants to do that we're simply giving them the option of doing so and making things more convenient for them." If you don't have luggage, you typically can head straight for the gate, where attendants will check your identification before you board the plane. Nulty says it's a good thing that automation will speed up the check-in process and keep air travel costs under control. But he expresses some dismay over the changing face of air travel. "It's probably an improvement," he says, "but it does depersonalize the service level some people have become used to over time." |
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