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Spirit Air mulls shift to self-service kiosks for customer service
August 4, 2010
The Today in Travel blog reports that Spirit Airlines might use kiosks to shift more customer service tasks to its customers.
Spirit CEO Ben Baldanza told ABC News, "When talking to a human being becomes an option, rather than a necessity, then we're willing to charge for it."
He envisions a switch to self-service airport kiosks where passengers can change reservations, check bags, choose seat assignments and even check in for international flights. The technology isn't ready yet, and, according to Baldanza, won't be ready "in the near term." He also said, "If the only way we can do the transaction for you is to talk to a human, we're not going to charge you for that."
Today in Travel notes that Baldanza's ideas relate to the recent report that Continental Airlines is testing self-service boarding.
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