54% of airline customers have used electronic kiosk for check-in

Forrester Research estimates that a self-service terminal check-in costs an airline about $0.16 per passenger, compared with $3.68 for one involving an agent. A Forrester survey of consumers indicates that 54% of airline passengers have used an airport kiosk to check in for a flight at least once in 2004. Meanwhile, 55% have used the Internet to check in. The rates are almost double what they were in 2003.