Alaska Airlines’ established back-wall ticketing counters at Seattle-Tacoma International Airport were inefficient and outdated. They wanted to refine a new concept of check-in and bag-drop processes to enhance and expedite their customers’ experience. Ours was the first-ever design to be implemented that eliminated the line counter in favor of an open, pod-style experience. By optimizing flow-through, passengers complete the process swiftly and move on to security. Other major carriers have since mimicked the concept extensively, as Alaska has begun a nationwide rollout. The project was a very successful collaboration between ECH, Alaska facilities personnel, customer services staff and agents, and the airport.
Seattle Tacoma International Airport