Kiosks are out as Alaska Airlines streamlines the airport check-in process
No more check-in kiosks. Pristine white iPad bag tag printers and automated baggage drop stations will soon greet Alaska Airlines customers as they make their way through the airport.
Alaska's futuristic and minimalistic new look is part of a slate of airport lobby upgrades the carrier is taking to streamline its check-in process. The upgrades are part of a $2.3 billion investment into infrastructure upgrades at key airports.
Charu Jain, Alaska's senior vice president of merchandising and innovation, said the Seattle-based carrier had been looking for ways to improve the customer experience at airports — such as trying to slash long lines at check-in kiosks and eliminate the hassle of finding an agent to weigh and place a tag on checked-in luggage.
The airline conducted studies on its passenger experience and found that the lobby was one of the bigger sore points for passengers, as it was an additional obstacle for customers to clear before getting through security.
"The lobby appeared to be the area where there was a lot of anxiety around — 'Well, how much time is it going to take me?'" Jain said. "'Am I going to miss my flight because I have to now get in line to see an agent?'"
One of Alaska's most notable upgrades includes removing self-serve kiosks that print boarding passes. With the change, passengers will be steered toward either printing their boarding passes at home or downloading them onto their phones.
However, if there are passengers who want a printed boarding pass at the airport, an agent will be able to print one for them, Jain said.
Passengers flying through Oregon's Portland International Airport (PDX) already got a taste of Alaska's kiosk-less lobbies, where printed boarding passes are almost a relic of the past. In addition to Portland, the carrier has also already removed the self-service kiosks at airports in Las Vegas; Indianapolis; Cleveland; Missoula, Montana; and Boise.
Still, an Alaska Airlines spokesperson said approximately 80% of its customers arrive at the airport with a mobile boarding pass or one that they printed at home.
Jain added that the carrier has seen minimal resistance to the new measure from passengers, even from older flyers who may not be as technologically savvy.
"We're actually finding that people are reading their emails — the older passengers read their emails and follow instructions, so they're coming better prepared to the airport," Jain said.
Another one of Alaska's upgrades will allow customers to print their bag tags with iPads mounted onto stands by scanning their boarding passes.
Alaska will also start implementing automated bag drop stations. Flyers will be able to weigh and drop off their baggage on their own rather than having a customer service agent handle baggage.
Instead of an agent checking passengers' IDs before placing their luggage onto the conveyor belt, Alaska will use biometrics to scan for travelers' faces as they drop off their bags. However, just as is the case with the boarding passes, agents are still available to handle baggage if that's what passengers prefer, Jain said.
While Alaska's upgrades digitize much of the process of checking in, almost eliminating the core job responsibilities for check-in agents, Jain said the carrier does not plan to cut any jobs. Instead, those agents will focus more on customer service.
"Say, rather than doing a transactional thing like scanning a bag tag for every single passenger, spend your time with the guests that need the help," Jain said. "So families or people that really need or want to talk to an agent and go through everything with an agent. They have that choice."
Related: Alaska Airlines quietly cuts inflight entertainment tablets
These upgrades went through a test run at San José Mineta International Airport (SJC) in California throughout the past year, where passengers had the opportunity to test out the technology.
Automated baggage drops are next scheduled to come to Alaska's hubs in Anchorage, Alaska; Los Angeles; San Francisco; and Portland, Oregon. Jain said all of Alaska's locations will have the new bag tag stations and self-service kiosks will be removed.
She added that Alaska's smaller bases may not need the automated baggage drop.
"We will start with our hubs and then evaluate which other stations we should put that at," Jain said.
Jain lauded the new upgrades, saying much of the technology Alaska used in its lobbies was at least 25 years old.
"The time has come to say people have changed behavior, guests have changed behavior, they're expecting things to be faster," she said.
TPG featured card
at American Express's secure site
Terms & restrictions apply. See rates & fees.
| 3X | Earn 3X Miles on Delta purchases. |
| 1X | Earn 1X Miles on all other eligible purchases. |
Pros
- Delta SkyClub access when flying Delta
- Annual companion ticket for travel on Delta (upon renewal)
- Ability to earn MQDs through spending
- Various statement credits for eligible purchases
Cons
- Steep annual fee of $650
- Other Delta cobranded cards offer superior earning categories
- Earn 100,000 Bonus Miles after you spend $6,000 or more in purchases with your new Card within the first 6 months of Card Membership and an additional 25,000 bonus miles after you make an additional $3,000 in purchases on the Card within your first 6 months, starting from the date that your account is opened. Offer Ends 04/01/2026.
- Delta SkyMiles® Reserve American Express Card Members receive 15 Visits per Medallion® Year to the Delta Sky Club® when flying Delta and can unlock an unlimited number of Visits after spending $75,000 in purchases on your Card in a calendar year. Plus, you’ll receive four One-Time Guest Passes each Medallion Year so you can share the experience with family and friends when traveling Delta together.
- Enjoy complimentary access to The Centurion® Lounge in the U.S. and select international locations (as set forth on the Centurion Lounge Website), Sidecar by The Centurion® Lounge in the U.S. (see the Centurion Lounge Website for more information on Sidecar by The Centurion® Lounge availability), and Escape Lounges when flying on a Delta flight booked with the Delta SkyMiles® Reserve American Express Card. § To access Sidecar by The Centurion® Lounge, Card Members must arrive within 90 minutes of their departing flight (including layovers). To access The Centurion® Lounge, Card Members must arrive within 3 hours of their departing flight. Effective July 8, 2026, during a layover, Card Members must arrive within 5 hours of the connecting flight.
- Receive $2,500 Medallion® Qualification Dollars with MQD Headstart each Medallion Qualification Year and earn $1 MQD for each $10 in purchases on your Delta SkyMiles® Reserve American Express Card with MQD Boost to get closer to Status next Medallion Year.
- Enjoy a Companion Certificate on a Delta First, Delta Comfort, or Delta Main round-trip flight to select destinations each year after renewal of your Card. The Companion Certificate requires payment of government-imposed taxes and fees of between $22 and $250 (for itineraries with up to four flight segments). Baggage charges and other restrictions apply. Delta Basic experiences are not eligible for this benefit.
- $240 Resy Credit: When you use your Delta SkyMiles® Reserve American Express Card for eligible purchases with U.S. Resy restaurants, you can earn up to $20 each month in statement credits. Enrollment required.
- $120 Rideshare Credit: Earn up to $10 back in statement credits each month after you use your Delta SkyMiles® Reserve American Express Card to pay for U.S. rideshare purchases with select providers. Enrollment required.
- Delta SkyMiles® Reserve American Express Card Members get 15% off when using miles to book Award Travel on Delta flights through delta.com and the Fly Delta app. Discount not applicable to partner-operated flights or to taxes and fees.
- With your Delta SkyMiles® Reserve American Express Card, receive upgrade priority over others with the same Medallion tier, product and fare experience purchased, and Million Miler milestone when you fly with Delta.
- Earn 3X Miles on Delta purchases and earn 1X Miles on all other eligible purchases.
- No Foreign Transaction Fees. Enjoy international travel without additional fees on purchases made abroad.
- $650 Annual Fee.
- Apply with confidence. Know if you're approved for a Card with no impact to your credit score. If you're approved and you choose to accept this Card, your credit score may be impacted.
- Terms Apply.
- See Rates & Fees