American Airlines has reprogrammed their check-in kiosks so that passengers dropping off bags who have already checked in (online, or using their mobile app) won’t automatically receive printed boarding passes. The kiosk will no longer spit out a paper pass by default. The airline wants passengers to use their own electronic passes, and stop wasting paper.
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How American Airlines Is Dramatically Cutting Down Bag Check-in Wait Times With New Kiosk Strategy
American is encouraging customers to prepay for bags with a discount (of course you may wind up prepaying bags and then not checking as many – overpaying for your bags)
Another way they’re encouraging this is speeding up bag drop for prepaid bags. You can just scan your boarding pass and out will pop the bag tags. Much faster than the current process!
Delta Air Lines Wants To Know If Elites Will Use Check-in Kiosks Instead Of Airport Agents
Delta Air Lines wants to know if they can save money staffing check-in counters with agents for elite travelers. For years they’ve pushed general passengers to self-service kiosks, while maintaining full service especially for their most frequent customers.
They’re surveying their customer focus group, made up generally of a group of elite customers, about whether they use kiosks in areas outside of air travel, what features they want from kiosks, and whether the pandemic has made them more open to a shift to kiosks (less human interaction).