Alaska Airlines has revealed plans to transform the airport lobby experience. Perhaps most interesting of all, this will involve eliminating check-in kiosks.
In this post:
How Alaska is transforming the airport experience
Over the next three years, Alaska Airlines is investing $2.5 billion in its airport experience, in particular at hubs and focus cities, including Seattle, Portland, San Francisco, Los Angeles, and Anchorage. The goal of this project is to get passengers through the lobby and to security in five minutes or less.
What’s fundamentally changing that’s supposed to make the check-in experience much faster? Well, Alaska Airlines is eliminating airport check-in kiosks:
- Passengers will be encouraged to check-in with their phone, through the Alaska Airlines mobile app; currently about 70% of passengers check-in before they arrive at the airport, and the airline is hoping to increase that number to 90%
- Airport check-in kiosks will be replaced by new bag tag stations, where passengers will be able to pay for and tag checked bags using iPad tablets; this transition should happen by the end of 2023
- Starting in the spring of 2024, Alaska Airlines airport lobbies will be getting technology that allow you to drop off your bag with a quick scan, as the machine will scan your face, ID, and bags, and then you’ll just take your bags to the belt
- If you need extra help, there will still be customer service agents available to provide assistance
Alaska argues that the current process of using a kiosk and checking a bag can take over five minutes, while the new streamlined system will allow you to print a bag tag in under a minute. Furthermore, Alaska claims to have been the first US airline to put kiosks into airport lobbies, and it will now be the first airline to remove them.
My take on Alaska Airlines’ airport lobby changes
On the surface, Alaska Airlines’ changes to the airport experience are pretty major. It seems like for the past decade, airlines have so heavily been pushing passengers to use kiosks. Airlines would even assign customer service agents to help passengers use the kiosks. Now Alaska Airlines is doing exactly the opposite, eliminating check-in kiosks in favor of bag kiosks.
I’m not entirely sure about the claims about alleged time savings, though. This doesn’t impact those who check-in online, don’t check bags, and don’t need assistance from an agent. I suppose that if a passenger has the Alaska Airlines app, if they know how to use it, and if it functions correctly, then the app should be able to do anything that a kiosk could do (those are some big “ifs,” though).
The baggage technology that Alaska Airlines is introducing does seem like an improvement that could save time.
For me, the big question is what impact eliminating kiosk will have on the lines at the counters for agent assistance. Does Alaska think it can get people through those lines in less than five minutes, on average? Will this change cause the lines to be shorter or longer? I don’t know the answer, but I sure am curious, and I wonder if other airlines will follow.
I think it’s interesting that Alaska wants to increase the number of people checking in prior to arriving at the airport from 70% to 90%. How does the airline plan to get two-thirds of people not currently checking in online to do so? Alaska compares taking a flight to attending a concert, though I also think the demographics are a bit different.
Bottom line
Alaska Airlines is making major changes to the airport check-in experience, as the airline is eliminating check-in kiosks, and introducing new kiosks for checking bags. Alaska is betting on people increasingly checking in prior to arriving at the airport, and being able to check-in their bags (including paying) without interacting with any staff.
For those who still want support, the airline will maintain counters where agent assistance can be provided. The question is just what those queues will look like.
What do you make of Alaska Airlines’ lobby changes?
Well - this is bad. They also got rid of the curbside bag drop. Do not think it is a good idea. They are also depending on people to have battery life on their phones to do the bag drop - to do tsa- to do boarding. Going to cause issues
I really hate it
I liked being able to check in on line and print my own bag tags
Just read how Alaska Airlines is eliminating check-in kiosks. Doesn't work for me...last time I flew out of Seattle - the one & only baggage drop-off line was ENORMOUS...just another big hassle for flyers. AND, I have had many instances where I needed to SPEAK to someone - esp flying from Ft Lauderdale last year while Seattle had a snow storm. The very helpful agent found me a seat (middle, last one) on a flight...
Just read how Alaska Airlines is eliminating check-in kiosks. Doesn't work for me...last time I flew out of Seattle - the one & only baggage drop-off line was ENORMOUS...just another big hassle for flyers. AND, I have had many instances where I needed to SPEAK to someone - esp flying from Ft Lauderdale last year while Seattle had a snow storm. The very helpful agent found me a seat (middle, last one) on a flight from nearby Miami. Without her assistance I would have not had a flight, have to book a very expensive December hotel AND hopefully get a flight the next day. I have been in airports where 'Customer Service' seems to have specific hours...and there is no one to be found. Sorry to say I will look for airlines that still have customer service.
This is fine when I'm not checking a bag. It appears they have already started this in Seattle - big fail at 5:00 am this past Monday. Nowhere to have a face-to-face with an agent, even for first class or top tier fliers. Had to wait in line to get to a kiosk (or whatever they call it) to print my bag tag, had to attach it myself, then had to stand in line again...
This is fine when I'm not checking a bag. It appears they have already started this in Seattle - big fail at 5:00 am this past Monday. Nowhere to have a face-to-face with an agent, even for first class or top tier fliers. Had to wait in line to get to a kiosk (or whatever they call it) to print my bag tag, had to attach it myself, then had to stand in line again to hand the bag over - and at that spot (which had a human) I still had to show my id and boarding pass. Lots of Alaska employees "standing around" but they certainly weren't there actively offering to help. And of course the first kiosk I tried was broken...
I want paper be. Don’t want to carry my phone through baggage check to show staff I am tsa precheck and then have to shove my phone into bag going through security. Paper is easier
Keep the paper boarding pass!!! Technology savvy is good. But always having that paper boarding pass as a backup option is the only way to go.
I want that paper boarding pass. What happens if your phone breaks or runs out of battery power just before boarding.
I use the kiosks to print out a boarding pass
Because sometimes my iPhone app doesn’t function properly for keeping the boarding pass on the screen
The printed boarding pass also makes it quicker
To go immediately to TSA, rather than waiting. In line for a boarding pass from an agent
I like having the hard copy
I love it. I have used a baggage kiosk and everything went so smoothly. I always check in online. I think this is great for me.
There are a LOT of people opposed to facial recognition. They will give ASA headaches.
Absolutely NOT taking my picture. It is against my religious beliefs.
I fly often from Anchorage to Portland and Seattle. I use the kiosks for boarding passes and bag tags. In all three of these cities the wonderful Alaska Airlines representatives make the bag drop process super efficient. Please don’t take away the “people” who give customer service.
As a senior who is fairly tech savvy, why must I use a personal device to improve my Alaska air experience. I have flown on many AS flights were their in seat power doesn’t work, so now if my phone is dead I have to go to an agent between connecting flights. This is another woke AS mishap.
What about us club 49ers?
I am one of those that utilizes the online check-in from the app but still go to a kiosk to print my baggage tags and get a paper boarding pass. I also would prefer to hand my luggage to a person rather than just drop off at an automated station. It seems that a lot of businesses are switching to some sort of AI to replace the human experience. This has gotten more frequent since...
I am one of those that utilizes the online check-in from the app but still go to a kiosk to print my baggage tags and get a paper boarding pass. I also would prefer to hand my luggage to a person rather than just drop off at an automated station. It seems that a lot of businesses are switching to some sort of AI to replace the human experience. This has gotten more frequent since COVID. Flying is stressful enough for me already. I don’t need added concern that my bags will get to the right place. Maybe I should find another airline to be loyal to.
The check in kiosks already allow you to tag and pay for checked bags. Why eliminate them? Just implement the technology that allows passangers to put bags on the belt. Lines won't be shorter. Only longer because AK Air won't schedule as many customer service agents. Not everyone has the skills or technology to check in from home.
Its more pay more and get less. As it is there kiosks and there app malfunction or dont function with enough regularity that it causes delays. Why do they think people want there picture taken to drop off luggage. This is another huge overreach. Companies continually become more and more intrusive collecting personal data and then selling it or getting hacked and then the individual has to deal with the mess and the company does nothing.
I live in Petersburg and fly into Wrangell Alaska- I’d like to see expanded room at our tiny very busy airport so we are not going through the boarding line to get our luggage- it’s been awful for years- is there room in your 2.5 billion budget to fix this issue in Southeast Alaska airports please
For those who don’t have smart phones or who aren’t computer savvy, this is going to be problematic. While I always check in online as soon as I’m able to, I recently traveled from Indianapolis and did not have a printer (I like a paper boarding pass in addition to the email) and the agent couldn’t print one for me but said she would text it to me. If this had been my husband traveling,...
For those who don’t have smart phones or who aren’t computer savvy, this is going to be problematic. While I always check in online as soon as I’m able to, I recently traveled from Indianapolis and did not have a printer (I like a paper boarding pass in addition to the email) and the agent couldn’t print one for me but said she would text it to me. If this had been my husband traveling, he would have been in a world of hurt as he is not tech savvy. I fly almost exclusively with Alaska Airlines as I live in Alaska but am completely opposed to the change.
Agree. My husband doesn’t have a cellphone & require a paper boarding pass.
This new "System" is ridiculous and very concerning for seniors who do not like change and now would have to adjust to another Tech Savvy system to just board a plane. The Kiosk is more convenient and I like knowing I have my ticket in my hand. Most people like to keep things simple. Like traveling isn't stressful enough. I'm pretty sure Alaska Airlines is going to lose quite a few customers because of this change.
We've used those types of systems - most recently Singapore and without some kindly staff member helping us thru this 'slick' system we'd still be standing there today trying to figure it out. Alaska is also making some brash assumptions that all use Iphones - some of us don't, we use Android. My blood pressure is rising at the thought of using this new time saving system.
I am 70 yo and my iPhone 6 doesn’t support many apps. I check in more than 2 hours before flight just to be sure and am club 49 and need to have human interaction.
Won't you still be able to print the boarding pass at home if you want paper?
I do t think you can print it at home now. They got rid of that feature awhile back
million miler changing airlines….
I'm not willing to have my face scanned. This is NOT an improvement! I live in ANC and fly ASA almost exclusively, have had their app since it came out, and always check in 24 hours before take off. Not happy.
Ok Alaska. Start by having your PR Director review the comments here which are almost entirely negative. You might want to reconsider if you truly give a damm about your passengers. Even Spirit hasn’t gone this far.
It’s a bunch of BS. Alaska trying to sell us that this is good for the environment. Give me a break it’s only good for they’re bottom line.
I used the new baggage tag printer at ANC this morning. Light years ahead of the kiosks. A good change.
I always want a paper ticket. As we older, non tech folks, die off it will continue to change. For me....a line is better than your ticket on your phone.
Flying solo for work, always use my phone. But family vacations, wife insists on counter assistance and paper boarding passes. TSA is where the time savings can be made up.
As long as customer service is available to shorten up the wait for assistance.
For those commenting that they prefer the assurance of a paperBP ( I am also one), AK AL allows both a paper BP and an image on your cell phone when you checkin on line. I do not expect onlne checkin to go away or to loose the the 2 format BP option. The on line baggage tags went away a while ago. I have used the new Bag tag printer stations at the airport the last few trips and if anything find them more handy than printing tags at home.
That sounds like taking the service out of customer service, no interaction with agents?
Don’t have a smart phone. This is undesirable to say the least. Why can’t they just leave things alone.
Includes a facial scan ?? Not sure heading in that direction is going to be comfortable……
I think what might be more annoying is companies eliminating phone support, forcing you to chat/email for urgent issues.
Breeze airlines has no phone support. It's all chat and e-mail.
Its one airline that I will avoid like the plague.
I am a senior citizen, fly infrequently, and don't know how to scan stuff with my phone . I always printed out my boarding pass at home and then checked in at the counter to get my luggage taken care of and to find out what gate I need to go to and how to get there. I have always avoided Delta and used Alaska because of the helpful counter agents. Alaska used to allow...
I am a senior citizen, fly infrequently, and don't know how to scan stuff with my phone . I always printed out my boarding pass at home and then checked in at the counter to get my luggage taken care of and to find out what gate I need to go to and how to get there. I have always avoided Delta and used Alaska because of the helpful counter agents. Alaska used to allow you to print out the luggage tags and affix them to your suitcase ahead of time. Why did they do away with that? It saved time. The last time I flew from SeaTac Alaska wanted you to check your bags at a bag station. The lines for that were so long and chaotic that I finally had to give up and find a counter agent to help so I still had time to get through the security line.
Most of my travel is international and although I always check in online with the app, I still have had to use the kiosk to get my boarding pass and bag tag. My last trip I was unable to get either and had to see an agent. I always get a paper BP because phone passes don’t scan as easily and don’t want to rely on my phone not acting up.
Not all travelers are tech savvy and some new ideas require a good knowledge o tech. I have no iPad, so how do I check in?
Mobile phone is one way.
I did the phone ticket last trip and it was terrible. Couldn't get the ticket to scan off the computer. I was afraid of the phone not getting a signal or the site being down so I took a screenshot just in case. Before the pandemic started I would check in the night before via the American Airlines app. If you didn't you risk not having a seat when you got there in the morning...
I did the phone ticket last trip and it was terrible. Couldn't get the ticket to scan off the computer. I was afraid of the phone not getting a signal or the site being down so I took a screenshot just in case. Before the pandemic started I would check in the night before via the American Airlines app. If you didn't you risk not having a seat when you got there in the morning due to overbooking. At the least you got a crappy seat. Paper ticket and bag tag are the way to go. If they made finding your ticket and confirming it at the kiosk easier printing them would go much quicker. Maybe a QR code. They must be trying to cut paper costs.
I'm not tech savy with my phone. I will go to the counter every time if they make this harder without the kiosks. I want a paper boarding pass too. This airline has gone too woke for me.
Will there still SkyCap at curbside?
I refuse to tag my own bags!!!!! With the prices for airline tickets the airline should have someone who can tag bags. I fly united and they try to get me to tag my own and I refuse!!!
I am 76 and always use my phone for our boarding passes. I also print out a paper pass for my husband and me, just in case.
It would be much more difficult for older people that are not tech savvy. Even just using a cell phone plus an iPad is a big mystery for many
It sounds interesting, although I’ve only stood in line at a counter if I need help with something. If you take away kiosks, counter lines will be longer.
For those of you who also feel better with a paper ticket, print one at home or at the hotel.
Air New Zealand has this type of operation. It works well if everything is running smoothly. The increase in kiosks means a decrease in people being able to help when things go wrong. During cyclone Gabriela when Air New Zealand cancelled all of their flights because of wind the rebooking line was over a quarter mile long because they only had 4 agents and 40 kiosks.
Since I as a customer that won't have interaction with agents, will Alaska Airlines be giving me a huge discount? Or is this like Walmart? Self check out and steadily price increases.
I prefer a paper ticket. And I know several people that don’t know how to use computers or even own one. Sounds like your trying to cut jobs.
I love the kiosks..sorry to see them go.. for 5 minutes
I am a big fan of Alaska, but please take note, my father doesn't own a cell phone and won't. This will leave me trying to be careful of using this airline for his travel as we get older the frustration of using technologies they can't figure out how to use, or lack of it, will really hamper a joyful visit with family.
1. how will it verify your identity by scanning your face if you are flying domestic? I thought facial recognition (boarding etc) could only be used on international flights where your reservation is linked to your photo in federal passport database
2. seems so odd to eliminate ability to print boarding pass. They can and should upgrade the kiosks to these new ones that verify identity and print bag tags and allow you to...
1. how will it verify your identity by scanning your face if you are flying domestic? I thought facial recognition (boarding etc) could only be used on international flights where your reservation is linked to your photo in federal passport database
2. seems so odd to eliminate ability to print boarding pass. They can and should upgrade the kiosks to these new ones that verify identity and print bag tags and allow you to drop bag onto conveyer yourself, but why does that mean taking away the machine's ability to print boarding pass? Seems like ability to print a boarding pass and ability to check a bag yourself should not be mutually exclusive
Phones are filthier than a public restroom. Most people use their phones while on the toilet, or at best, with unclean hands.
Those airport scanners must be rife with the feces of 1000s of passengers. At best, they might, "might" wipe the scanner between flights.... need I say more ;-). It's especially funny, that people were concerned about covering their faces for 3 years, but not the scanner where they press their phone, and then...
Phones are filthier than a public restroom. Most people use their phones while on the toilet, or at best, with unclean hands.
Those airport scanners must be rife with the feces of 1000s of passengers. At best, they might, "might" wipe the scanner between flights.... need I say more ;-). It's especially funny, that people were concerned about covering their faces for 3 years, but not the scanner where they press their phone, and then seconds later...
Paper tickets all the way, especially for inop scanners or inop anything.
"Phones are filthier than a public restroom."
I don't see you or anyone put their ear on a toilet bowl like you do your phone.
This might not work if you are flying international and the connection flight is through Alaska. E.g Flying to Doha and connection in SEA.
This is an inherit bias against the elderly.
Many still carry a flip phone for convenience or rely on others to load boarding passes on their smart phone. If an elderly couple are on the return portion of a trip, Alaska won't be around to help with the ticket process.
Hell will freeze over before I let anyone scan my face. This is an invasion of privacy.
Taking all personal touch out of traveling is ridiculous! We are not robots! Very sad!
I guess I am old school but for me checking in means that I am at the airport and ready to fly. Not checking in online from far away.
I also do not trust my phone not to let me down at the wrong moment.
This puts me off flying Alaskan.
Here's the skinny - non-US citizens (ie Canadians) have the most expensive and least international internet services in the world. Unless I want to trust the unsecure wifi at the airport I can't afford to use a phone or will not have access. Nor will I have an electronic boarding pass available at all time.
Count me out. This is insane. Lots of people I know do not have a cell phone but travel. I...
Here's the skinny - non-US citizens (ie Canadians) have the most expensive and least international internet services in the world. Unless I want to trust the unsecure wifi at the airport I can't afford to use a phone or will not have access. Nor will I have an electronic boarding pass available at all time.
Count me out. This is insane. Lots of people I know do not have a cell phone but travel. I was offloaded in MLE because there was no wi-fi available at the airport. Happens all the time.
And there is no record of anything if a problem happens! Paper for security and record keeping.
I don't think the kiosks are useful for most people anyway. Many check in online or on their phone. I know many other airlines non-American based airlines that have reduced the kiosks and have the bag technology. In a way it is a problem because the machines give no space for discussion. In some cases, it is much better if there is a person there. The scales are often not calibrated at zero when you...
I don't think the kiosks are useful for most people anyway. Many check in online or on their phone. I know many other airlines non-American based airlines that have reduced the kiosks and have the bag technology. In a way it is a problem because the machines give no space for discussion. In some cases, it is much better if there is a person there. The scales are often not calibrated at zero when you begin. Sometimes if you are slightly overweight (e.g. within a couple of pounds) it is much better for the staff to handle it. The airline will make money from this and from reducing their staff though.
Apparently, Alaska Airlines doesn’t need our business. We’ll try everything we can to avoid them, there are other airlines that ho the same places.
Wow
and this costs 2.5 billions??
No wonder airlines struggle to be profitable
I really wish airlines would eliminate bag fees for 1 bag on all fares. I hate seeing the parade of people checking for free after they get it through security. We're currently incentivized to slow down the TSA line.
Then, there's the inevitable walk-back after the overhead is full, which delays takeoff (at least on AA and AS.)
Many ultimately get it for free, it's just operationally terrible in hopes that dumb people pre-pay. SMH
Well... the business solution is to charge for cabin luggage more than for checked bags not to make checked bags free.
Since easyjet is limiting full size carry-on to priority seats, boarding is much faster and for those you pay you always have room. Because boarding is in two zones, priority and non priority, it is super easy to spot anyone with a luggage they should not have.
Qantas has been using this system at the Australian airport near me for about a year. It works for many people but you would be surprised at how many people it has made things harder for. The elderly, foreign tourists transiting to domestic flights, these whose mobile does not connect locally, these in an exit seat etc.
The real aim appears to be to reduce staffing and cut costs. The few staff left at qantas are hidden where the passengers can't find them.
Not a good move. Many people do not have a smart phone, nor do they want to use it for this purpose.
Money should be used to improve the small town Alaska terminals, which could not have been more poorly designed. Passenger traffic flow is a sad joke. The security areas are closet-size.
I travel frequently and usually ask for a paper boarding pass, despite being very used to the app.
Not very hopeful that this will work out for Alaska Airlines.
Senior citizens will take their money to another airline that is customer friendly. Most senior citizens are not techies. P.S. See you at the United Airline counter.
How long before this gets rolled back? I’m not sure. I give it six weeks. This will cost more in labor than it will save to clean up the confusion that it will cause.
The kiosks are time consuming because they are so slow to respond.
What so now everyone will be spreading whatever germs they have my using an iPad that 100s have used before them in a day
Dear Qantas,
Please take note. Customer-service industries offer customer service. Expecting pax to print their own luggage tag then check their own bag is not good customer service.
You pay your airport customer service crew a pittance. You can afford to hire plenty more.
Has nothing to with speeding anything up. Has everything to do with eliminating jobs performed by humans all in the effort to put more money in theirs and the stockholders pockets.
Seems like they're replacing one type of kiosk with another. Can't see how that's going to speed things up, but the biometrics thing might do that.
Getting rid of staff! Cutting the payroll. Eliminating benefits. Alaska Airlines shame on you. Next we will be flying without a live body pilot. Technology is the death of society. Automated services are in all aspects of business. When computerizations takes all the jobs, how will humans make money to fly?
Agreed. The kiosks—whatever the airline—are not as intuitive as the airlines seem to think. Based on my observations as a very frequent flyer, even affixing the tag to the bag can be a challenge for many (myself included). While getting flyers through the lobby in 5 minutes is a laudable aim, I prefer a brief, pleasant and efficient interaction with a human being on my way to—ugh—security.
If you're not techno savvy, the experience will probably be daunting.
Alaska Airlines made things worse when they eliminated customers ability to print baggage tags at home. I do not see the new system as an improvement
I don't get it. How is this new tablet/tag printer thingy different from a kiosk? It's basically a kiosk with less functionality? That just makes it a sh*tty kiosk, not some amazing new futuristic thing. Frankly, it makes more sense to go the other way: make the kiosk *more* functional. Once you're eating the expense of buying and maintaining a kiosk, it doesn't add that much more expense to add additional functionality (yes, software development,...
I don't get it. How is this new tablet/tag printer thingy different from a kiosk? It's basically a kiosk with less functionality? That just makes it a sh*tty kiosk, not some amazing new futuristic thing. Frankly, it makes more sense to go the other way: make the kiosk *more* functional. Once you're eating the expense of buying and maintaining a kiosk, it doesn't add that much more expense to add additional functionality (yes, software development, but the biggest hit to that is already taken in terms of backend interfaces, security, etc. that you need to tag bags). So take the 10 most common things people still use an agent for, and add them to the kiosk.
Alaska is going backwards: strip functionality from the kiosk, and then expect that somehow that will make more people use it.
FWIW, United does this right: you can check in, pay for bags, etc. all on your app. And then when you go to the airport, you can scan your boarding pass and the kiosk will spit your bag tags out in 30 seconds with nothing else needed. But if you haven't done everything online yet, then the kiosk still can help you check in. A fully functional kiosk and a speedy bag tag printer in one. Best of both worlds, and probably not that much more expensive a machine than this new thing Alaska is buying.
I used to fly Alaska frequently and I really liked them. But these last few years, their direction seems to be off...
Yeah I literally don't understand this. Not, I 'don't understand' why they are doing this, but I can't figure out what the new kiosk-but-not-a-kiosk is and how it is different or better than the old thing.
You have to ask the McKinsey partner who told the management to do so.
The condescension and snarky talk coming from so-called tech savy posters here is actually revolting to me (someone who knows how to use all the various check-in options). I've seen too many wide-eyed looks of sheer panic and angst from pax whose phones have 'died' to know that no system is 100% proof against dead batteries, signal dropouts, and system crashes.
It's just more of the financial bet on the idea that the future will be composed of ever more ridiculous computer power replacing actual physical transaction. Moore is dead but his Law is still an article of belief for these financial gamblers, ever after the crypto bubble collapse. (Moore knew full well that his Law couldn't go on forever and said so before he died.)
My wife and I always buy 3 seats when we fly, and we cant check the extra seat in on the app as it isn’t attached to a 3rd passenger we have to check it in at a desk. How are we going to check it in?
This looks similar to what Spirit does with their bag drop in Las Vegas. A machine scans your entire checked bag’s surfaces looking for the bag tag, scans it, and the conveyer belt sends it on its way. But it seems they often break. In Las Vegas Spirit has 4 of the machines and last time I was there 3 were broken.
I’m going against the comment section. I go out of my way to not interact with anyone. United app allows me to do that.
This whole process needs to be simpler.
If I've received an email confirming my reservation, why do I need to check in? Wouldn't the scanning of a reservation token by security suffice? That information could then be sent to the airline, confirming that I'm at the airport. Of course, if I have luggage that would have to happen earlier.
Similarly, I wish there were NFC technology, so the conformation sent to me could...
This whole process needs to be simpler.
If I've received an email confirming my reservation, why do I need to check in? Wouldn't the scanning of a reservation token by security suffice? That information could then be sent to the airline, confirming that I'm at the airport. Of course, if I have luggage that would have to happen earlier.
Similarly, I wish there were NFC technology, so the conformation sent to me could be sensed without having to scan an optical code on a dim or dirty screen.
I'm not keen on having to download half a dozen apps for airlines I occasionally fly just so I can get on board. I'm trying to simplify my life, not complicate it.
It's kinda stupid idea not everyone is real tech savvy it will make me fly less or use another aitrline
The new iPads only print bag tags.
If you are old school and want a paper boarding pass, print it at home or have it sent via text or email. Alternatively avoid the line and ask for one at the gate.
If you don’t want to load the Alaska app, go to alaskaair.com and get your boarding pass and then I’m confident you’ll complain if you don’t get notified of a delay or...
The new iPads only print bag tags.
If you are old school and want a paper boarding pass, print it at home or have it sent via text or email. Alternatively avoid the line and ask for one at the gate.
If you don’t want to load the Alaska app, go to alaskaair.com and get your boarding pass and then I’m confident you’ll complain if you don’t get notified of a delay or gate change.
At many airports, you don’t even present the boarding pass to the TSA, only your ID.
Move into the 21st century. Do you want airlines to manage costs by retiring 25 year old technology or are you of the same mentality who resisted “electronic ticketing” in the early 1990’s because you wanted a paper ticket collected as you board the plane?
We’ve always done it that way is what got Sears where they are today.
Today I learned that 30% of passengers show up at the airport without having checked in. I find that astounding. Can someone help me understand why people do that?
I don't usually check in in advance of international flights. Somebody will need to eyeball my passport anyway, and typing in the extra data seems myself doesn't seem to gain me much. And I'm more likely to check luggage over an ocean.
Depends where you are flying to. When I fly to Europe or HK, aka places without a visa requirement from the US, I don't show anyone my passport until I'm about to board. Check in with the United App, get my boarding pass, and don't need to interat with any airline staff until boarding.
I fly a lot. Some TSA's use the drivers license, others the boarding pass. But everyone requires that I show my boarding pass with the "TSA Precheck" showing to get into that line. And - you have to show your passport to an agent to even get a boarding pass on international flights.
I check in online if there's an advantage to me, like when I'm flying economy and the first chance to pick a seat without paying a fee is upon check-in. Otheriwse, it's no trouble to me to stop by a kiosk and print a boarding pass when I arrive at the airport. And as another reader noted, for international travel it can be a hassle to enter your passport info online, especially if you're using...
I check in online if there's an advantage to me, like when I'm flying economy and the first chance to pick a seat without paying a fee is upon check-in. Otheriwse, it's no trouble to me to stop by a kiosk and print a boarding pass when I arrive at the airport. And as another reader noted, for international travel it can be a hassle to enter your passport info online, especially if you're using a website as cumbersome as Air Canada's.
I don't see how this planned change by Alaska is an improvement for the traveler. The part I kinda hate doing myself is putting on the baggage tag.
Because checking in to me means that I am at the airport with my bags and ready to fly. Not in some hotel room the night before.
Apparently an agent is much faster than those stupid kiosks.
This totally discriminates agains the tech poor and the elderly. I'm tech literate but still like to have a physical boarding card in my hand and to encounter a human. I wonder when we'll see one of the airlines break from the norm and differentiate itself by investing in a more human experience. They'll have my business!
X2 for the elderly
I’m a senior citizen who needs a wheelchair to navigate the airline terminals, so I usually need help with my luggage….even if I manage to check in on line. I want that paper ticket….too slow in trying to navigate thru the process otherwise. With that boarding pass in my hand, I’ll feel more secure and confident that I can “do it” on my own (travel alone, I mean).
Love the change !
In January ,I took several domestic flights with ANZ and they didn’t have any check in counters. It works great , takes no time and before we know it every mid tier and up airline will go that way sooner and later .The one downside for consumers is you can not drop off your bag if is overweight even with 0,01.
imagine BA implementing this and the scenes in Heathrow right during their annual summer IT outage
...wouldn't wish that on my worst enemy.
It's more and more DIY for the customer, what I call anti-service. Less and less service for customers and ticket prices going up - where does the money go?
'We are eliminating kiosks!'
'Oh. What will you have in their place?'
'Screens on a stand with printers that only print baggage tags!'
'So... less user-friendly kiosks?'
Like bank tellers & ATMs - it's needed to replace people with machines.
kiosks need to go, show me someone in Seattle w/o a mobile phone? Doesn't exist. Lots of friction still there, good for them for trying to streamline more
Does Alaska provide priority tags for F passengers? Wondering how would that work moving forward
They generally do tag the bags as priority but I can tell you as a 75k and prior 100k member, it quite literally does nothing. Priority bags are not packed by handlers in Seattle appropriately so even arriving at American Airlines hubs your OneWorld Priority bags will virtually never come out first. Traveling back to Seattle? Oh they'll put the tag on your bag at your departing airport, too, but it will never come out...
They generally do tag the bags as priority but I can tell you as a 75k and prior 100k member, it quite literally does nothing. Priority bags are not packed by handlers in Seattle appropriately so even arriving at American Airlines hubs your OneWorld Priority bags will virtually never come out first. Traveling back to Seattle? Oh they'll put the tag on your bag at your departing airport, too, but it will never come out first in Seattle. You'll notice they don't even list it as a benefit on their website for any tier of elite status, so why they tag your bags at all is beyond me.
As a 100k on AS, I promise you the priority tags actually do more harm than good in SEA. I swear that they purposefully put out the “priority” bag tags last.
AS has a LOT of issues. They should fix their broken IT systems (eg upgrade processor and website) instead of putting out these crazy new IT systems.
@ Matt & AinthePNW;
Fully agree! I have Tier Status on most Alliances and all the times when Check In I first ask to NOT mention on tags I'm a FF. Because for sure, almost everytime your bag will be the last one. At the beginning I used that it was proved. The day I received my HON tags from Star Alliance I sold them, I just use the benefits.
Man, this comment sections is really giving "keep off my lawn, you whippersnappers!" vibes.
Sometimes the best way to force people to learn simple technology, that in this case has been around for nearly two decades, is to just get rid of the 'old way.' Everyone's great-great grandparents that don't have smartphones will still be able to check in for all those flights they're apparently taking, and for people who just "need to hold a...
Man, this comment sections is really giving "keep off my lawn, you whippersnappers!" vibes.
Sometimes the best way to force people to learn simple technology, that in this case has been around for nearly two decades, is to just get rid of the 'old way.' Everyone's great-great grandparents that don't have smartphones will still be able to check in for all those flights they're apparently taking, and for people who just "need to hold a paper BP," you'll still be able to get one. You'll just have to wait in line if you choose to continue to refuse to live in 2023. That's your choice.
I think you're misinterpreting the vibes. I can't speak for everyone, but I'd have no problem with all of this technology as long as agents were *also* easily available for the people that need them. If 75% of people are checking in online, then sure, you can probably cut a bunch of agents and save money, and that's fine, as long as you don't cut so many that the people who still need agents aren't...
I think you're misinterpreting the vibes. I can't speak for everyone, but I'd have no problem with all of this technology as long as agents were *also* easily available for the people that need them. If 75% of people are checking in online, then sure, you can probably cut a bunch of agents and save money, and that's fine, as long as you don't cut so many that the people who still need agents aren't now facing longer lines than before. Yet that's what happens.
With kiosks, the wait time to see an actual agent has gotten longer, not shorter. Marginally improving service for the people who can now do routine checkins online (I say marginal because if your checkin was routine, it usually didn't take much time even with a human agent), by significantly worsening service for people who really need the help (elderly, disabled, people with messed up reservations or special circumstances) is not a good tradeoff.
For example, probably 90% of the time, I can use the kiosk, online checkin, etc. and be on my way. But 5-10% of the time, despite being tech savvy, I need a human agent's help (irrops, ticket changes, etc). So when I complain about airlines cutting too many human agents, it's not due to my inability to keep up with change. It's because I understand that those rare moments when I'm stranded at an airport with something out of the ordinary is when I really, really need that help, and having one agent who's tired, overworkd, and frustrated dealing with problem reservations all day (since the routine stuff is now handled online) is not what I need.
What is the purpose of checking in from home, procedurally? What changes when you check in early from home? What does the airline get out of it? Can a passenger reverse a check-in?
I'm guessing that pilots will be next. The self driving AI controlled plane is coming.
Alaska has been experimenting with that for some time. The approach to Juneau is almost totally automated and controlled by GPS. There are several other places with some sort of automated landing system. I was on a flight to Oakland some years ago and they announced they were going to be using an automated landing system and we might notice different control movements; we did, they were much harsher that normal.
I don't fly enough...
Alaska has been experimenting with that for some time. The approach to Juneau is almost totally automated and controlled by GPS. There are several other places with some sort of automated landing system. I was on a flight to Oakland some years ago and they announced they were going to be using an automated landing system and we might notice different control movements; we did, they were much harsher that normal.
I don't fly enough anymore to notice subtle differences, but AS is at the epicenter of the IT World, so they can do bleeding edge.
Paper doesn’t run out of battery at worst crime. Don’t fix what isn’t broken!!!
Alaska won’t even fix what is broken (e.g., their ancient FF IT especially their upgrade processor). This should be fun to watch.
Paper runs out of tree. (shout out to Greenpeace, Al Gore, and Greta)
Printer runs out of paper.
I'm a paper bp guy. Here's why:
1. Ever been stuck behind someone trying and failing to scan their phone at the jetway?
2.IROPS. Its sometimes a lot easier to get help with something tangible in your hand
3.Phone batteries die
4.Getting OAL ff credit sometimes required submission of a boarding pass.
5.Record keeping
6.I don't log in to public computers at hotels with my flight info,confirmation number or ff credentials.....ever.....even though the...
I'm a paper bp guy. Here's why:
1. Ever been stuck behind someone trying and failing to scan their phone at the jetway?
2.IROPS. Its sometimes a lot easier to get help with something tangible in your hand
3.Phone batteries die
4.Getting OAL ff credit sometimes required submission of a boarding pass.
5.Record keeping
6.I don't log in to public computers at hotels with my flight info,confirmation number or ff credentials.....ever.....even though the "resort' fee allows me to print a bp and send a fax.
7.Punishing elderly people by making them wait in long queues when its not necessary is unethical.
This stupid but as long as AS allows male FAs to wear blouses, I guess this is what they call progress. It makes my decision to fly DL that much easier.
This all made sense until the part where you started gripping about what kinds of shirts people wear. Who cares?
I'm just illustrating Alaska's priorities....and it's not the customer.
“I’m a paper bp guy”
And also a raging homophobe .
This has EVERYTHING TO DO WITH YOUR PARANOIA WHILE TRAVELING .
Also . Who faxes ? Who “record keeps”?
Good job Tom , way to flex .
Why are you assuming that the guy wearing a dress is gay? Maybe he's just an exhibitionist or fetishist. I thought we're not supposed to assume these days.
Nice try Tom
You came from the point of view that alaska let’s men wear blouses implying your apparent disdain for gender expression . So you can stop trying to hide your homophobic point of view and tying it to an airline .
Don’t fly alaska if you can’t handle change.
Drive your car .
Please, stick to DL. We don't want your hate on AS. Better yet, stay home!
Surprised you even know how to use a computer with all these antiquated "concerns" that you raised.
“I’m a paper bp guy”
And also a raging homophobe .
This has EVERYTHING TO DO WITH YOUR PARANOIA WHILE TRAVELING .
Also . Who faxes ? Who “record keeps”?
Good job Tom , way to Flex
Lets have a quick look at these concerns:
1. Yes, and usually (not always) quickly resolved by gate staff. The airline needs to despatch promptly.
2. Phones are normally handheld. The paradigm shift needed is that the content on the phone is the equivalent of paper.
3. They do. If your flight is important, have a contingency for that, like a $5 mobile battery.
4. This might be a problem for...
Lets have a quick look at these concerns:
1. Yes, and usually (not always) quickly resolved by gate staff. The airline needs to despatch promptly.
2. Phones are normally handheld. The paradigm shift needed is that the content on the phone is the equivalent of paper.
3. They do. If your flight is important, have a contingency for that, like a $5 mobile battery.
4. This might be a problem for interline traffic, but if Alaskan app has that all built in, -should- be OK, right?
5. Not sure of your goal here. Electronic records can be kept too.
6. Why would you need to use a public PC to access an app on your phone?
7. If most oeople are using app and bag drop, where wouldthe queues be for the old people?
Male FA’s uniform? Ahhhh, I knew there was an ulterior motive here. Thanks for sharing that you have a closed mind. The points above NOW make sense.
Be good, and have a nice day (even if it is on DL)
Exactly… right until your strange rant about fa attire.
I'm a paper bp guy. But I think you are a DYKWIA with entitlement issues. Here's why:
1. Ever been stuck behind someone lost their paper at the jetway?
2.IROPS. Its sometimes a lot easier to find out digitally when they rebook you on new flights.
3.Printer batteries die. Out of paper.
4.Getting OAL ff credit sometimes required submission of a boarding pass, until you realize you lost it.
5.Record keeping, until you realize you...
I'm a paper bp guy. But I think you are a DYKWIA with entitlement issues. Here's why:
1. Ever been stuck behind someone lost their paper at the jetway?
2.IROPS. Its sometimes a lot easier to find out digitally when they rebook you on new flights.
3.Printer batteries die. Out of paper.
4.Getting OAL ff credit sometimes required submission of a boarding pass, until you realize you lost it.
5.Record keeping, until you realize you lost it.
6.I don't log in to public computers at hotels with my flight info,confirmation number or ff credentials.....ever.....even though the "resort' fee allows me to print a bp and send a fax. But if someone with malicious intent found your paper ticket, they could make your day. Go ask @Lucky.
7.Punishing elderly people by making them wait in long queues when its not necessary is unethical. Probably the only thing that made sense.
*Last part is stupid entitlement issues, go seek help.
The level of whining is both amusing and, yet, completely expected!
Whine on!
The end desired result is less employees, so less benefits maybe? Depending on the which demographic you come from, this will be welcomed or hated. If enough folks dont like this process, especially in PDX, where they just announced some other new 'policy', theres going to be huge lines at customer service, to assist.
The desired end result is definitely fewer employees.
I have a better idea: train and pay people well to man all the empty customer service stations. This is a huge reason I avoid airports/flying. As far as I can tell this won't do anything to help people flying to Mexico or, I would guess, Canada, out of Seattle for example. Make all the C-suite creeps suffer with one less champagne-filled swimming pool if it's eating into the wad they stuff in their pockets...
I have a better idea: train and pay people well to man all the empty customer service stations. This is a huge reason I avoid airports/flying. As far as I can tell this won't do anything to help people flying to Mexico or, I would guess, Canada, out of Seattle for example. Make all the C-suite creeps suffer with one less champagne-filled swimming pool if it's eating into the wad they stuff in their pockets every year. I'm tired to doing everyone's job for them (hats off to the earlier commenter re: same).
Hold on, you avoid airports and flying....because of less airline employees? So you fly once a year instead of twice?
And if you avoid flying and airports due to such OFFENSIVE staffing and GREEDY execs...why are you reading and commenting on a luxury travel blog?
My motivation is irrelevant to the point. Paying more and more for less and less.
Terrible move.
1. I need paper.
2. I do not download a lot of apps, just the ones I need. I do not want an Alaska Airlines app.
3. I have family members who do not have smartphones. Some of them travel, albeit not like a road warrior.
4. This works ok traveling from my home city to another city but not always from another city to home.
A kiosk is fine. If there is no kiosk, I may go to the check in counter to speak with a person.
The waits for manual assistance at the check in lobby will likely go up after this change, and AS knows that. The next time those passengers fly, they'll be more likely to check in at home-- exactly what AS wants-- knowing that if they don't, they'll have to wait in a long line. People may hate it, but people will adjust. Just look at Ryanair in Europe- because they CHARGE you to check in at the airport, I suspect 99% of their passengers check in at home.
Other airlines will follow suit. It will be a big cost savings. On occasion I use kiosk check in when I need to check a bag. Can easily stick the bag tag on the back of the boarding pass. Came in handy at PIT last year when no one could figure out where my bag was even though it showed offloaded. By magic it showed up in the baggage office after 90 minutes.
This already happens in Airports in Europe were you can't find anyone to help you. In BRU since the attacks many offices are not even staffed anymore.
I remember also at the beginning of the pandemic, at LIS you had to do all by yourself and nobody was there to help you. I don't need any help but there are people who need. If you have a luggage to check in with 1kg over the allowed weight it won't be accepted. Is that what they are calling "create jobs"?
I am completely tech savvy, but count me among those who prefer a paper boarding pass.
Ditto, not least because batteries run out.
But even more, I prefer to have a paper boarding pass before I leave home.
At least in Europe, one can print the boarding pass from a computer (and the LCCs typically offer check-in from 30-days before travel rather than 24 hours), so one can print the return before starting the trip (and still download and reprint, or show on-screen if one loses the paper during the trip)
My smartphone is currently on the blink. It freezes then reboots. Google says it is likely a software issue and I need to uninstall and then reinstall my apps. I think the problem happened after I downloaded the latest Samsung Internet update. If I were to fly today, I would be nervous that the phone doesn't work. The phone freezes after about 10 minutes of internet use (3-15 min). I haven't fixed it yet because...
My smartphone is currently on the blink. It freezes then reboots. Google says it is likely a software issue and I need to uninstall and then reinstall my apps. I think the problem happened after I downloaded the latest Samsung Internet update. If I were to fly today, I would be nervous that the phone doesn't work. The phone freezes after about 10 minutes of internet use (3-15 min). I haven't fixed it yet because I need to write down all the apps that I have, all the passwords to that app and email addresses that the apps use (which is about 2 or 3 different email address). See, depending on the smartphone is not 100% reliable.
That's like saying you prefer to take a horse and buggy because cars are unreliable cause you have a lemon that has a bad transmission, faulty brakes, etc...
Ive averaged around 40 flights a year for 7-8 years, with 4-5 different cell phones in that time period, and the number of times Ive been unable to access a boarding pass has been approximately 0.
And spare me about battery life. As if you can't charge...
That's like saying you prefer to take a horse and buggy because cars are unreliable cause you have a lemon that has a bad transmission, faulty brakes, etc...
Ive averaged around 40 flights a year for 7-8 years, with 4-5 different cell phones in that time period, and the number of times Ive been unable to access a boarding pass has been approximately 0.
And spare me about battery life. As if you can't charge your phone prior to a trip, use an external battery pack which cost next to nothing these days, charge in the terminal, charge in many ubers, etc...
I’m in my 30s and completely tech savvy, yet I always take two minutes to go to a kiosk and print a boarding pass because I’d rather not be fumbling with my phone or an app during boarding. Apparently, I’m an undesirable customer for Alaska.
you can avoid fumbling by taking a screen shot of the BP while waiting, then you just show a picture instead of the app
Even in Silicon Valley I face palmed when I saw someone fiddling with a screen shot BP because the picture orientation kept changing based on moving the phone and the brightness was too low. There's a legitimate reason to use the BP from the wallet function on your phone or watch - the orientation and brightness are automatically optimized for scanning.
Undesirable to Alaska, but your mother still loves you.
You're "completely tech savvy" but simply pulling up the ticket in your phone wallet or a screenshot is "fumbling with your phone"? Do you pack your phone away prior to boarding?
For a large segment of people who do large amounts of work, email, texting, etc... on their phone, no clue why they would still want paper ticket. I get annoyed when I have to fly somewhere that requires a visa and I get a paper ticket from the desk. Just another thing to hold/dispose of.
Those 70-90% are definitely the highest effort conversion to pre-arrival check-in. They will definitely need to staff up if they actually try this. For those who know, it will make life easier I think, Rather than waiting for the tech-phobes to fumble their way through a check in kiosk, the kiosks should be for only those who checked in and need to check bags.
Airlines now have tech that can allow things like "auto check-in", based on traveler parameters, like Delta has done for a few years now. Emails and Texts reminding you to check-in, and even text response with " would you like to check in now... Reply Y/N " could also assist with increasing the percentage.
The next step would be storing your baggage FOP in your profile or entering that at check-n, so that once the...
Airlines now have tech that can allow things like "auto check-in", based on traveler parameters, like Delta has done for a few years now. Emails and Texts reminding you to check-in, and even text response with " would you like to check in now... Reply Y/N " could also assist with increasing the percentage.
The next step would be storing your baggage FOP in your profile or entering that at check-n, so that once the bag is weighed, you don't have to mess with the POS system, and simply reply "Yes, bill bags to card on file" allowing for an even faster transaction. Just like giving your card during a cruise on-line check-in, for all of your on board purchases.
So I am confused about this, my mom does not use her smartphone for check-in but is happy to use a kiosk. So she now needs to go to the desk and waste the time of an agent?
Sorry you have to tell your mom that after wasting her few years to finally understand how to use the kiosk, it's going away.
The fast paced technology deployment is torturing a whole generation who isn't tech savvy.
My elderly father is good at punching in the six alpha numeric confirmation at the kiosk. I just got him to download the AA app. Baby steps.
Just another move to have paying customers do the work for the airlines.
I’m sure we’ll see the cost savings in lower ticket prices.
You get the last two thirds by making them pay.
A crappy terminal which may or may not be working properly is no replacement to being able to have specific things done at the desk.
Well, unless its United at EWR then a broken terminal is probably more use.