Are check-in counters history? The massive change coming to Australian airports

The airport check-in counter, once the bustling, paper-heavy starting point of every holiday, is fast becoming a relic of the past.

New data from airline Virgin Australia reveals a staggering 80 per cent of passengers now bypass the desk entirely, opting to check-in online before they even leave the house.

As Virgin rolls out a raft of new app features designed to slash airport wait times in half, it raises a question for the modern traveller: are we witnessing the death of the face-to-face airport experience?

Virgin customers on eligible domestic tickets now have the ability to change to an earlier or later same-day domestic flight using their app.

The airline expects this to halve check-in time at 10 of Australia's domestic airports.

But Virgin isn't the only organisation moving towards contactless service.

Dr Garth Lean, senior lecturer in tourism and heritage studies at Western Sydney University, says airports and airlines have been "moving in this direction for years" through online check-in, kiosks and self-service bag drop.

"I would expect check-in areas to keep evolving away from traditional counters towards a mix of bag drop, self-service points and staff focused on support," Lean told Explore.

But while many passengers will embrace the opportunity for greater speed, convenience and control, others still value human assistance when something is unclear or goes wrong, Lean says.

Interestingly, airlines have been retaining staffed check-in counters for business and first class passengers.

"That suggests there is still a hierarchy of customer experience when it comes to digital and human service," Lean says.

Not necessarily. If things are working well, we could expect shorter queues and faster processing.

But it doesn't mean queues will be gone for good, because if something goes wrong, delays could still occur.

"Improving check-in also does not address other airport congestion points such as security screening and boarding," Lean says.

While digital technology is increasingly being used in these parts of the airport too, not all travellers know how to navigate it.

"But it may be harder for some customers, including some older travellers, infrequent travellers, and some people with disability or accessibility needs, if airlines and airports lean too hard into digital systems without keeping human support in place," Lean says.

Mark Trim, managing director of Complex Travel Group, says it's expected that every traveller has a device with them these days.

"We've seen huge transformations at airports with the integration of technology, especially in the last five years," he says.

"Australian airports have published long term, strategic visions with continued investment planned for the years ahead to revolutionise the modern airport experience."

Trim says traditional check-in counters are becoming "increasingly rare" as mobile technology becomes the accepted norm.

"The real question is, when will check-in and security become biometric?" Trim says.

Despite the increased use of technology, "empowered customer service staff" are still necessary, according to Trim.

"Airlines are moving away from offering in person service and have taken power away from the check in counter staff, often relying on operational staff at a central headquarters to make decisions on rebooking and disruption handling," Trim says.

"Increasingly, the staff at the airport don't have the actual skill to reissue tickets manually if the automatic processes fail. This has meant a more frustrating experience for travellers when things don't go smoothly.

"We want to see technology create efficiency and a more seamless journey, while ensuring airlines continue to invest in empowered staff to assist guests."

He says we shouldn't allow mobile check-in, e-tickets and upcoming biometric tracking to enable airlines to entirely give up on personal service.

"We're being treated like low cost carrier passengers by full service airlines that should be helping you when there's a problem, help with your baggage and have in person support for voluntary and involuntary changes for a more seamless journey," Trim says.