News

Southwest kiosk program takes flight again

July 29, 2002

DALLAS -- Citing customer convenience and cost savings during difficult economic times, Southwest Airlines (NYSE:LUV) plans to reintroduce self-service check-in kiosks at as many as 13 airports.

According to The Associated Press, the Dallas-based airline has already deployed check-in kiosks at Love Field in Dallas. Southwest will also add kiosks in such locations as Baltimore-Washington, Los Angeles, Chicago Midway, and Houston later this year.

IBM Corp. is supplying the kiosks in a 250-unit, $2 million contract.

Southwest officials expect electronic ticket usage to increase because of the kiosks. Electronic tickets are cheaper for airlines than paper tickets. Using the kiosks, flyers can obtain boarding passes, baggage tags, and receipts. They can also check on frequent flyer miles at the units.

Steve Orr, an executive in IBM's transportation industry group, told the AP that interest in kiosks have grown over the past year because of longer lines and added security measures at most airports.

"The kiosks has changed the airport experience for people willing to use them," Orr said. "It can take people out of lines."

The decision represents a 180-degree change for Southwest, which in early 2001 dropped its kiosk program because more customers were booking flights directly and using ticketless travel.