Auckland Airport is set to undergo a major transformation as it replaces traditional check-in counters with advanced self-service kiosks and bag drops. The transition is part of a larger plan to modernise and streamline the airport's check-in experience, with changes expected to begin this summer and continue over the next few years.
The airport, which has already offered a mix of kiosks and desks at both terminals for several years, will now shift heavily towards "smarter check-in technology," according to an airport spokesperson, 1news reported. Approximately 100 existing check-in counters will be replaced in a bid to enhance the efficiency and ease of the process for international travellers.
Scott Tasker, Auckland Airport’s chief customer officer, highlighted the benefits of self-service check-in, noting that the process is significantly faster than the traditional counter service. “Self-service check-in is far quicker than you'd generally experience at a traditional check-in desk,” Tasker explained. He emphasised that the new system provides travellers with more control and certainty, allowing them to move through the check-in process at their own pace.
"For those who may need more time or require assistance, the self-service system removes the pressure of a queue behind them," Tasker told 1news. "Conversely, seasoned travellers can breeze through quickly, creating a more relaxed experience for everyone."
One of the key advantages of the new system is its flexibility. The kiosks and bag drops will be available to all passengers, regardless of which airline they are flying with. This means multiple airlines can use the same kiosks at once, increasing capacity and efficiency in the check-in hall.
As the airport prepares for growing passenger numbers in the coming years, Tasker noted that the faster check-in process would help manage future demand for both domestic and international travel without the need to physically expand the check-in area.
Though the shift towards self-service technology will speed up the process, airport and airline staff will remain on hand to assist passengers who need extra help. The transition will be rolled out in stages, with each zone undergoing the upgrade one at a time to minimise disruption.
Tasker acknowledged that there would be some inconvenience during the renovations, with hoardings and temporary workspaces becoming part of the terminal. “We recognise we are making changes in the heart of the terminal,” Tasker said, asking for patience from travellers during the process. “It will be worth it in the end as we bring this significant improvement to the check-in experience.”
As Auckland Airport embarks on this multi-year overhaul, the aim is clear: a faster, more efficient check-in experience that meets the needs of both travellers and airlines in an increasingly digital age.
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