This study aims to explore the determinants of service quality from an airport perspective, including the impact of self-service technology (SST), and its sustainability practices for creating a pleasant airport experience. Service quality is multi-dimensional with factors including physical infrastructure and employee interactions as well as efficiency and information access. The report highlights the benefits of SSTs in providing more efficient and convenient services that tap onto artificial intelligence (AI) technologies for enhanced customer experiences while supporting green efforts. It was found that SSTs not only increase the business operating and customer convenience but also play a crucial role in airport sustainability strategy. However, issues of customer acceptance, human-to-human interaction and privacy need to be resolved. This comprehensive review of forty peer-reviewed articles and reports, contributes to the current knowledge by synthesizing available information from multiple perspectives, which could offer a holistic understanding of this essential subject for airport operators and service providers and policy-makers serving both quality improvement or technological innovation with regards to environmental sustainability as well as potential customer value within the aviation industry.