Transportation

Why airports remain a hotbed for kiosk innovation

Few environments are better suited to self-service technology than airports. The need to serve large numbers of people quickly and efficiently has made airports one of the most important proving grounds for kiosk innovation.

Photo: Adobe Stock

June 9, 2026 by Richard Slawsky — Editor, Connect Media

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Few environments are better suited to self-service technology than airports. Every day, airports must move thousands, in some cases hundreds of thousands, of travelers through a complex network of check-in counters, security checkpoints, retail outlets, restaurants, boarding gates and transportation connections.

The need to serve large numbers of people quickly and efficiently has made airports one of the most important proving grounds for kiosk innovation.

Long before self-service became common in retail and hospitality, airports were deploying kiosks to streamline passenger processing. Airline check-in kiosks helped travelers avoid long lines and reduced staffing requirements at ticket counters. Today, the airport self-service ecosystem extends far beyond check-in, encompassing wayfinding, baggage processing, customs clearance, retail, foodservice and identity verification.

The combination of high passenger volumes, labor challenges and growing traveler expectations continues to make airports fertile ground for innovation.

A natural fit for self-service

Airports face a unique operational challenge. Passenger traffic often fluctuates dramatically throughout the day, with periods of intense congestion followed by quieter intervals. Staffing every service point to handle peak demand is costly and inefficient.

Kiosks provide a scalable solution. Unlike traditional service counters, self-service systems can handle routine transactions without requiring additional personnel. Whether printing a boarding pass, checking baggage, purchasing a meal or obtaining travel information, kiosks help distribute workloads while reducing wait times.

"Contrary to such places as shopping centers or offices, even the slightest problem with time management in the airport leads to missed flights and unhappy clients," said Chongwei Chen, president and CEO of data recovery software provider DataNumen, in an email interview. With clients in more than 150 countries, Chen has seen more than a few airports.

"Modern travelers come to the airport expecting a seamless and contactless experience similar to that experienced in other public places," he said. "Airport staff receive sincere feedback and learn what solutions work well under certain circumstances."

The economic argument is a key driver for self-service innovation. Airports and airlines constantly seek ways to improve throughput without significantly increasing labor costs. Self-service technology enables operators to process more passengers while maintaining service levels and controlling expenses.

The rise of touchless travel

The COVID-19 pandemic accelerated interest in touchless travel technologies as airports sought to reduce physical contact and reassure travelers concerned about infection risks. While health concerns have largely faded, the technologies introduced during that period, including biometric screening, mobile credentials and contactless payments, have remained popular because they reduce wait times and simplify the passenger journey.

According to a survey by research firm Ipsos on airport biometrics, 79% of air travelers support biometric identity verification at TSA checkpoints, and nine out of 10 travelers said they would be more likely or equally likely to support biometrics if it reduced security wait times by 5 to 15 minutes. Many airport operators now view touchless processing as a long-term operational strategy rather than a temporary public health measure.

"Airports are ideal for kiosk innovation because they concentrate stressed, time-poor users around repeatable pain points, which makes successful self-service both easy to measure and immediately valuable," said Marco Kohns, CMO at travel eSIM company Globie, in an email interview.

Modern airport kiosks increasingly support mobile integration, facial recognition, digital identity verification and contactless payments. Rather than replacing kiosks, smartphones often work alongside them.

For example, travelers may use a mobile app to begin a transaction and then complete identity verification or document scanning at a kiosk. This hybrid approach combines the convenience of personal devices with the reliability and functionality of dedicated self-service equipment.

Several airports are now testing or deploying touchless passenger processing systems that use cameras and biometric verification to streamline security and customs procedures. San Francisco International Airport, for example, has launched a pilot program designed to speed up entry processing for international travelers enrolled in Global Entry. The program eliminates the need for travelers to stop at a kiosk for identity verification by using cameras installed along the Global Entry queue to automatically verify passengers as they move through the line.

As governments modernize border control systems, airports are likely to remain among the largest adopters of advanced kiosk technologies.

And while smartphone mapping applications have become more sophisticated, airport operators recognize that travelers often arrive without airport-specific apps, face connectivity challenges or simply need immediate access to maps, transportation information and terminal services. Digital directories and information kiosks offer a reliable alternative while providing opportunities for advertising, promotions and passenger communication.

At New York City's LaGuardia Airport, Terminal B recently introduced "Bridget," an interactive hologram concierge developed by Proto Hologram that uses artificial intelligence to answer travelers' questions and provide directions to gates, baggage claim areas, lounges, shops and other amenities. Unlike prerecorded information kiosks, the system engages passengers in real-time conversations and supports multiple languages, reflecting a growing interest in more personalized and intuitive airport self-service experiences.

Features include closed captioning for hearing-impaired travelers and wheelchair-accessible controls, with support for both English and Spanish. Additional language options are expected to be added as the program expands.

"At Terminal B, our North Star has always been to provide an exceptional guest experience through a unique blend of innovation and world-class hospitality," Suzette Noble, CEO of LaGuardia Gateway Partners, said in a press release. "The introduction of the interactive AI hologram aligns perfectly with this vision, allowing us to leverage next-generation technology to meet the evolving needs of our travelers."

Retail beyond the terminal store

Airports have also become important laboratories for automated retail.

Travelers often face limited shopping options, long waits and time constraints. These conditions create an ideal environment for vending machines, micro markets and other unattended retail solutions. And because airports attract travelers from around the world, they provide operators with a valuable testing environment for new concepts.

Recent deployments include fresh food vending, specialty beverage systems, electronics vending, merchandise kiosks and convenience retail concepts. Automated retail allows airports to extend service hours, reach underutilized spaces and generate additional revenue without requiring large staffing investments.

Evolvending, for example, has launched automated dining kiosks at several airports around the country, with additional deployments under consideration. The machines offer travelers quick access to freshly heated meals and premium snacks, providing an alternative to traditional sit-down dining.

The company recently partneredwith Farmer's Fridge to expand fresh-food offerings at airport locations.

Kiosks offer a variety of products beyond food. Electronics retailer Best Buy has unattended retail devices in more than 50 airports around the country. Other brands with airport kiosks include Benefit Cosmetics and Sephora.

Long dwell times, captive audiences and frequent impulse purchases make airports one of the most attractive environments for unattended retail operators.

What comes next?

Artificial intelligence, biometrics and automation are expected to play increasingly important roles in airport self-service strategies over the next decade.

Future systems may provide personalized recommendations, multilingual assistance, predictive wayfinding and more seamless integration with digital identities. Automated retail will likely expand into additional product categories, while biometric technologies could further reduce friction throughout the passenger journey.

Yet despite advances in mobile technology, kiosks are unlikely to disappear. Airports remain one of the few environments where identity verification, physical document processing, baggage handling, retail transactions and passenger assistance frequently intersect. That combination of operational complexity and customer demand makes airports uniquely suited to self-service innovation. As airports continue balancing security, passenger expectations and operational efficiency, they are likely to remain the industry's most influential testing ground for self-service innovation.

About Richard Slawsky

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