The service is United's response to customer feedback showing that some passengers bypass online check-in because they still have to wait in regular lines to check bags.
As part of the service, customers who check in online print out an airport map detailing where and how to check their bags.
United hopes to roll the kiosks out to other markets if the service proves successful [in Denver] and in Chicago.
"Our main goal with this is to further reduce lobby congestion and decrease wait times for customers," said United spokeswoman Megan McCarthy."What's critical for United is first making sure they have an adequate number of kiosks and second making sure they staff up again to have enough people to serve those checking bags at kiosks," said Henry Harteveldt, a vice president at Forrester Research in San Francisco.
United says customer response is positive, although some travelers have encountered problems. If I could use the service to check in at home, print off my boarding pass, proceed to the special kiosks reserved just for me, and get to my gate in a shorter time, it is all worth the effort. United says that this new feature can shave off 20 seconds it takes passengers to check bags. If you can shave off 20 seconds off everyone's check in time, that means fewer delays for the airline intern.
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