Wayfind Issue 22

The Adaption Problem: Airline Self-Check-In

In 2004, more than 80% of airline passengers walked up to the ticket counter and talked to an actual human being before boarding a plane according to the International Air Transportation Association. Although the industry had been experimenting with self-check-in, such as kiosks, and smartphone check-in since the late 1990s, less than one-fifth of passengers used such options only a little over a decade ago. Fast-forward to today, and the diminishment of human contact with customers because of automation within an industry notorious for bad customer service has been staggering.

In this Issue

Subscribe to WayfinD

Sign up to get trends and insights from the best thinkers at WD delivered direct to your inbox. Don't worry, we won't SPAM you, Wayfind is only released six times per year.

Subscribe today  

Back to What We Think