3.2.1 Types of Check-in Facilities
Staffed Check-in Counters. Many legacy carriers, depending on the location of the airport,
maintain a certain service level for their customers by requiring staffed counters. These staff
members may be divided among dedicated international, first/business class, elite level frequent
flyers, and coach domestic ticket counters. Some international carriers may require ticket purchasing
positions either at the Airline Ticket Office (ATO) counter or remotely. Figure VI-17 depicts
a typical lobby configuration.
Self-Service Check-in Kiosks. Self-service devices are commonly referred to as kiosks and
are typically the size of an automated teller machine. Depending on the airline, self-service devices
can be designed as stand-alone units that print passenger boarding passes and receipts, and allow
the passenger to make changes in their reservations. These types of kiosks can be located away
from the ATO counter in the check-in lobby, or distributed throughout the terminal. Because this
type of kiosk is not staffed, bag tags usually cannot be printed. When kiosks are located in the ATO
counter, counter stations are typically configured in pairs with a bag well weight scale between
pairs. This configuration allows for bag acceptance and bag tag printing by agents who can staff
multiple counter station positions.