Transportation
How next-generation kiosks are transforming the airport experience
In a recent webinar, Zebra Technologies and imageHOLDERS highlighted how airports are adopting one-step check-in, accessibility-first design and portable kiosks, with biometrics and smarter baggage handling set to shape the next phase of passenger growth.
September 12, 2025 by Sandra Carpenter — Editor, Networld Media Group
Air travel is entering a new era, and kiosks are at the center of that transformation. In a recent webinar presented by Zebra Technologies and imageHOLDERS and hosted by Networld Media Group, speakers outlined how self-service is evolving to meet rising passenger volumes while keeping the journey efficient, accessible and human.
"We are in the middle of a massive aviation technology revolution," said Richard Thompson, Global Director at Zebra. "AI, biometrics, computer vision, edge, even quantum computing are reshaping passenger journeys." He pointed to the scale of growth ahead. "IATA projects global air travel to reach 8.5 billion passengers by 2037, nearly double pre-pandemic levels. That growth means efficiency, inclusivity and resilience are not optional. They are critical to survival."
Joining Thompson was Christian Bosence, Account Director and Solution Consultant at imageHOLDERS. Bosence has spent a decade working with airlines on kiosk strategy and design. "Our mission is to create user-centric, fully accessible solutions that offer intuitive and automated user journeys," he said. "Nearly everything that leaves our door is unique in some way. We do not believe there can be a one-size-fits-all approach to self-service endpoints."
Bosence explained how imageHOLDERS uses a modular system that he likened to Lego bricks. Components can be combined, adapted or newly developed as needed, which shortens development cycles and speeds time to market. "That agility makes us extremely fast to deliver and ensures technology is not out of date by the time it is deployed," he said.
From two steps to one
One major shift underway is the move from traditional two-step check-in and bag drop processes toward a streamlined one-step model. Historically, travelers first validated ID and printed boarding passes at one counter, then moved to a separate location to drop their bags.
With online check-in now used by the majority of travelers, airports are rethinking the model. "We have seen reports showing around 70 percent of passengers are already checked in when they arrive, and the number is closer to 80 percent in Europe and Asia," Bosence said. Self-service bag drop kiosks allow those travelers to scan a boarding pass, weigh and tag bags, and induct them into the baggage system all in one place.
Thompson noted that the change is about more than speed. "A one-step approach reduces staff costs, enables more flexible roles and ultimately gives passengers a smoother start to their journey. Airports are reporting up to 40% reductions in the time it takes passengers to move from entry to security," he said.
Accessibility as a baseline
As kiosks become central to the journey, accessibility has to be built in from the start. "Accessibility is a non-negotiable to us at imageHOLDERS," Bosence said. He pointed to the roughly 10 to 20% of the U.S. population living with a disability, noting that accessible design ensures kiosks serve all travelers.
Features include adjustable heights, braille stickers, tactile labels, audio direction and compliance with ADA and EAA standards. ImageHOLDERS also partners with organizations such as the RNIB, which awarded the company its Tried and Tested certification. Bosence added that kiosks play a vital role for passengers excluded from digital-first models. "If you lose your phone, if your battery dies or if you do not own a smartphone, kiosks ensure you still have access to the services you need."
Thompson emphasized that inclusivity aligns with Zebra's long track record in scanning. "For decades we have developed technology that accommodates different devices, lighting conditions and user needs. That same mindset drives our commitment to accessibility in aviation," he said.
Portability and resilience
Airports under pressure are also turning to portable kiosks. These units can be rolled into place during irregular operations or while lobbies are being reconfigured. "They can be battery powered with Wi-Fi or cellular connectivity," Bosence explained. "Airports use them to handle surges, to test layouts before committing, and to avoid costly infrastructure changes." He noted that running new data lines into airport floors can cost up to two thousand dollars per meter, making portability an attractive alternative.
Thompson added that portable kiosks also fit the need for resilience. "When disruptions happen, airports need tools they can reposition quickly. Portability ensures passengers are supported even in challenging conditions," he said.
Looking ahead: biometrics and smarter baggage
Future developments are already in motion. Biometrics are at the top of the list. "SITA recently reported that 75% of airports and 85% of airlines plan biometric ID management by 2027," Bosence said. "And 63% of passengers say biometrics make them feel safer." He described how kiosks can use multi-lens cameras to capture high-quality images regardless of lighting, enabling secure identity checks.
Thompson highlighted the importance of balance. "Biometrics enhance but do not replace scanning. There must always be fallbacks for compliance and security," he said. That philosophy is also guiding work on baggage dimensioning and condition monitoring. Zebra's Aurora Vision software allows kiosks to weigh and 3D-scan bags to enforce size compliance, collect fees and predict overhead bin capacity issues. Kiosks can also record images of luggage condition to prevent disputes and strengthen passenger trust.
Bosence added that "collecting bag health data reveals trends and reduces processing time for claims. It also keeps damaged bags from entering systems where they could cause further issues."
The bottom line
Airport kiosks are evolving quickly. They are modular, portable and increasingly intelligent. More importantly, they are making passenger interactions more personal by freeing staff to focus on engagement instead of repetitive tasks.
Thompson summed up the partnership approach that makes this possible. "Zebra has been innovating in scanning for nearly sixty years, and we reinvest around ten percent of annual revenue into R&D. By combining that track record with imageHOLDERS' design-led approach, we are helping airports prepare for the future."
Bosence agreed. "The biggest challenge airports face is to get more people through quicker without harming the passenger experience. Kiosks are one of the most effective tools we have to meet that challenge."
Click here for the full webinar
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