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Self-service kiosks smooth out wrinkles for fliers
December 5, 2007
USAToday: For years, Jim Pancero put up with rolling bags, carts, strollers and other travelers blocking his way as he moved slowly in the lines at check-in counters at the Atlanta's Hartsfield-Jackson airport. Pancero, a Minneapolis business traveler who often goes to Atlanta, is breathing a little more easily since Delta Air Lines opened its new $26 million ticketing lobby. An ingenious alchemy of architecture, queue management, interior design, software and logistics, the new lobby has minimized use of traditional ticket counters. In their place, Delta has clustered 106 self-service kiosks and redeployed its workers.
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