Alaska Airlines stressed that “we will always have customer service agents available” for those who need them, but said that three our of four customers had already started to adapt to new technology, for example by bringing their boarding passes in hand to the airport.
Commenting on the news Charu Jain, Alaska Airlines senior vice president of innovation and merchandising, said:
“As we thought about how to provide the most caring experience for our guests, it was clear the lobby was a pain point. We realized the majority of our guests were doing most of the kiosk actions on their own phones and we could reduce the congestion in our airports.
“Alaska was the first airline to introduce kiosks more than 20 years ago, and we’ll be the first airline to remove them. We’re looking forward to offering the new full guest experience next summer.”
Last year Alaska Airlines outlined plans for the renovation and expansion of its lounges at Seattle-Tacoma International airport, as well as the refreshing of facilities at Portland and Los Angeles.
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