A systematic literature review of passenger non-adoption of airport self-service technologies: Issues and future recommendations

Technology has become crucial for businesses to deliver faster and smoother services for growing numbers of customers at lower operating costs, and aviation is no exception. Airports and airlines have made significant investments in a range of back-office and customer-facing technologies including introducing self-service check-in and bag drop in order to enhance the guest experience and reduce processing times. However, while uptake of these technologies among certain customer segments has been strong, other passengers are reluctant to use them and prefer interacting with human staff members which leads to inconsistency in the service offer and additional costs for airlines. The aim of this paper is to identify the issues related to passenger non-adoption of self-service technologies in airports and make recommendations for how airlines and airports might approach this issue in the future.