ACM Interactions

Authors:
Jonathan Arnowitz, Elizabeth Dykstra-Erickson

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If by any chance you've flown with a major US airline recently, you may have had the opportunity to check in all by yourself at a gleaming, self-service kiosk. These systems have been up and running since 2002, says SITA, a service provider of IT business solutions to the air-transport industry responsible for this travesty. "Customer acceptance of the self-service option has been high," they claim on their Web site, in a case study for this project (http://www.sita.aero/Solutions/Passenger_and_Travel_Solutions/Case_Studies_and_Tech_News/Case_studies/United_Airlines/United_Airlines.htm). Perhaps. But we will have to just stand in line. Understanding that many travelers do not check bags (Fear of mishandling?…

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