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Southwest Airlines plans enhanced kiosks

March 28, 2005

InternetWeek.com: The environment is changing fast for Southwest Airlines, a company that "has been somewhat technology phobic," said Don Harris, director of airport solutions. "We're getting more comfortable with technology." Southwest has to. Travelers want the airline to increase its kiosk presence, for example. That means those kiosks need features that will make them as responsive to fliers as ticket agents would be, and Southwest plans to roll out new features on them, such as itinerary changes and bookings, later this year. As traffic grows, self-service stations will outnumber agents, requiring that customer interactions become more efficient. Click here to read the full story.