News

United kiosks key to customer service strategy

April 7, 2002

CHICAGO - United Airlines is launching a massive self-service kiosk program that will help passengers perform a number of transactions without waiting in line at ticket counters and gates.

United's program is already underway at airports in Chicago, San Diego and Aspen, Colo. By the end of 2001, United plans to install 800 of the kiosks at 25 airports in the United States. The airline said it would continue the rollout in 2002.

The kiosks issue boarding passes, print ticket receipts and check baggage. Passengers can use the kiosk to track their accounts and change seat assignments. It's one in a number of initiatives begun by the airline in 1999 to improve customer service.