[nico]

I see a similar phenomenon in a lot of places that have both kiosks and counters with people. But it seems to depend on how simple the transaction or process is

If it’s simple enough for self-service, most people prefer the kiosks, sometimes even queueing for the kiosks and avoiding the people at the counters (eg. movie theaters, fast food places, supermarket checkout)

But if it’s something more complicated, people tend to either prefer (or end up anyway at) the counters with people (eg. airports, car rentals, in-store customer service)