At airports around the country, U.S. airlines are increasing their use of mobile technology to shorten passenger waiting times -- and, potentially, to increase sales of ancillary offerings. Hand-held devices allow roving agents to confirm gate changes, issue baggage tags and more. The devices are seen as a way to personalize customer service, but the investment could pay off in other ways, making it more convenient for passengers to upgrade their seats, pay for oversized bags and so forth. "A number of airlines are looking at not just queue-busting, but maximizing opportunities for up-sale," says Gregory Ouillon of aviation technology firm SITA.
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