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Self Service Check-in Your Views  
User currently offlineLGWspeedbird From United Kingdom, joined Nov 2005, 459 posts, RR: 3
Posted (8 years 11 months 3 weeks 1 day 18 hours ago) and read 5142 times:

Hello Everybody

What are your views on self service check-in? Do you prefer to use a machine to check in or would you rather visit a desk. What additional things would you like the machines to offer?

Do you think in years to come that there will hardly be any CSA's in the terminal (except for boarding flights)? I dont mind the machines as they can help us out when its really busy, plus when I show pax how to use it for the first time they comment on how easy it is to use.

please post your views

Thanks

LGWspeedbird


upcoming flights LHR-LAX-HNL-SFO-LHR
31 replies: All unread, showing first 25:
 
User currently offlineRichardw From United Kingdom, joined May 2001, 3755 posts, RR: 0
Reply 1, posted (8 years 11 months 3 weeks 1 day 18 hours ago) and read 5127 times:

Great for hand luggage only weekend trips. How are the easyJet ones at EMA are they very easy to use?

User currently offlineMhodgson From United Kingdom, joined Dec 2002, 5047 posts, RR: 25
Reply 2, posted (8 years 11 months 3 weeks 1 day 18 hours ago) and read 5114 times:

Love it - I avoid queues, choose my own specific seat, and usually even with luggage can use a fast bag drop. It is much more convenient, and does away with the annoying and stressful queueing.

Ditto on-line checkin.



No trees were harmed by this message. However, several million electrons were terribly inconvenienced
User currently offlineMD80fanatic From United States of America, joined Apr 2004, 2660 posts, RR: 9
Reply 3, posted (8 years 11 months 3 weeks 1 day 18 hours ago) and read 5092 times:

God yes, bring on Big Brother!!!

For each machine installed, there will be 3 people on A.net looking for a new job.

The queue problem is due to airlines reducing the number of staff (purposefully), inconveniencing passengers to the point that they are literally screaming for a self-serv machine (which has no labor cost and works 24/7/265). Yep, the "plan" is working quite well as we can plainly see.  Yeah sure


User currently offlineANother From , joined Dec 1969, posts, RR:
Reply 4, posted (8 years 11 months 3 weeks 1 day 17 hours ago) and read 5061 times:

In my view I prefer the self-service check in to the web-checkin. The one, and only, time I tried the latter (with BA) I found that it would only do the Geneva - London flight and not the connecting flight out of Heathrow. What good is that? Why would I prefer to stand in a line at Heathrow than in Geneva? This is NOT a good customer service idea.

With the kiosks I see something similar to when they introduced ATMs at banks 30 years ago. Before then you stood in the queue and there were 20 or so tellers to deal with your needs. With a common queue system if somebody had something complicated it didn't matter as you would get the next available teller. Well after they introduced the ATMs there was only 10 or so tellers inside - and everybody else in the queue had only complicated things to be done, things they couldn't do at the ATM. Queues were shorter but with less staff and more time per customer it took a lot longer to do your business.

So the customers with simple needs - no baggage or 1 piece on an out and back will go to the kiosk. Anyone needing anything more - well they will be in a shorter queue, but spending more time.

Last time I travelled BA I tried to use the kiosk - wouldn't accept me. Went to the queue and stood there for about 10 minutes - two families ahead with something complicated. Finally the guy in the fast-bag drop, who had been doing anything, saw me and tried to escort me to the kiosk, not believing me when I told him it hadn't worked. He stuck my FF card in - and it rejected it again. Sigh. I thought he was going to send me back to the queue - but agreed to check me in - saying he wasn't supposed to ... [sigh]

Great idea, but until the get the bugs out ...


User currently offlineBMED From United Kingdom, joined Dec 2004, 860 posts, RR: 6
Reply 5, posted (8 years 11 months 3 weeks 1 day 17 hours ago) and read 5054 times:

I think it's a shame as its nice to get to talk to someone and its givesa better impression of customer service. Its good to have them around but not completely to rely on. What would happen if the system crashed. Would there be enough staff to handle all the flights effected. Just a thought?


Living the jetset life! No better way to be
User currently offlineLGWspeedbird From United Kingdom, joined Nov 2005, 459 posts, RR: 3
Reply 6, posted (8 years 11 months 3 weeks 1 day 17 hours ago) and read 5045 times:

Quoting ANother (Reply 4):

Sorry about the last time, was that at LHR or LGW? When I'm dep hosting and with a pax and it doesnt work I take them to the computer and check them in or send them round to the assistance desk. I wouldnt try and make the pax use the kiosks again.

 ashamed 



upcoming flights LHR-LAX-HNL-SFO-LHR
User currently offlineNijltje From Belgium, joined Aug 2005, 241 posts, RR: 0
Reply 7, posted (8 years 11 months 3 weeks 1 day 17 hours ago) and read 5034 times:

Good to have the machines; fast, you can choose your seat. But I prefer having a desk on a desk you have people sitting who are active thinking on the situation their operations are on that moment a machine is just to stupid. E.g.; I want to change my flight to an earlier one, the machine will do that without a problem but the desk will tell me that the earlier flight has a lot of delay so I would be better of to not re-shedule. Oooo and what about security??? If I fly from LHR via the self check-in I have to present only my passport at the gate where the staff have a quick look at my passport.

User currently offlineFbgdavidson From United Kingdom, joined Oct 2004, 3713 posts, RR: 28
Reply 8, posted (8 years 11 months 3 weeks 1 day 17 hours ago) and read 5029 times:

Self Service Check-In combined with OLCI is superb  thumbsup . I can't remember the last time I visited a desk on a shorthaul flight (although see below). I often do daytrips so can print off both boarding passes and save myself a bunch of time at the other end.

Only minor problems I've had are at JER and SOU when flying BA.
At JER I SSCI'd and then went to pass through security, was turned away because I didn't have a lounge invite so had to go back across the terminal to (potentially) wait in line to ask for a small sticker thing. Not sure if the JER machines could print out lounge invites too.

A similar situation at SOU. I SSCI'd with a friend then had to go to a desk to get the access code for the BA lounge, negating much of the speed attained by using the SSCI desk. In these cases maybe the SSCI machine could recognise elite and/or business class passengers and print off the lounge access code or perhaps show on screen the access code.

Just a few thoughts....



"My first job was selling doors, door to door, that's a tough job innit" - Bill Bailey
User currently offlineDvk From United States of America, joined Jun 2000, 1058 posts, RR: 1
Reply 9, posted (8 years 11 months 3 weeks 1 day 17 hours ago) and read 5018 times:

Even better is internet check-in from home the evening before or morning of. It is so convenient and such a time saver!


I'm not dumb. I just have a command of thoroughly useless information.
User currently offlineClassicLover From Ireland, joined Mar 2004, 4643 posts, RR: 23
Reply 10, posted (8 years 11 months 3 weeks 1 day 17 hours ago) and read 5017 times:

When I'm flying Economy, I'd rather use self check-in... I usually travel light, and I hate the huge queues for Economy check-in...

When I'm flying Business and above, I prefer the desk. The queue is short, and in the past I've needed the lounge invites. I don't anymore as my status is high enough for lounge access regardless of class of travel.

Trent.



I do quite enjoy a spot of flying - more so when it's not in Economy!
User currently offlineBrokenrecord From United States of America, joined Jul 2005, 772 posts, RR: 0
Reply 11, posted (8 years 11 months 3 weeks 1 day 17 hours ago) and read 5012 times:

I'll use a kiosk when it is convenient, but as I am normally in an F/J class or Star Gold priority line, then the line is almost a non-issue, and I will talk to an agent.

The best thing about the kiosk is it will let me select the handicapped seats at the front of the E70 where the website won't usually let me do it.  Smile


User currently offlineKLMA330 From Canada, joined Feb 2005, 697 posts, RR: 2
Reply 12, posted (8 years 11 months 3 weeks 1 day 17 hours ago) and read 5009 times:

I supposed for business people who travel alot, and most times only have a carry on, it must be a great service to cut time, and interraction with other humans (heaven forbid!). Personally, when I'm off on vacation to Europe, and flying KLM, as I do 9 out of 10 times, part of my trip begins at the counter, greeted by one of the ladies or gents in Blue, hopefully with a warm smile, and some interraction, and even perhaps a wish for a pleasant flight.

Call me old fashioned, but I like that, and I'm sure the person behind the counter who has a life to live, and needs that job, likes it too.

B


User currently offlineLGWspeedbird From United Kingdom, joined Nov 2005, 459 posts, RR: 3
Reply 13, posted (8 years 11 months 3 weeks 1 day 16 hours ago) and read 4982 times:

Quoting Fbgdavidson (Reply 8):

Interesting about the lounge invites i shall try and suggest that to a manager for you.

Quoting KLMA330 (Reply 12):
Call me old fashioned, but I like that, and I'm sure the person behind the counter who has a life to live, and needs that job, likes it too.

Its nice to know that some people still like to come and see us at the desk!!  bigthumbsup 

Thanks for the views so far guys, keep them coming.



upcoming flights LHR-LAX-HNL-SFO-LHR
User currently offlineM777d From Ireland, joined Jun 2005, 43 posts, RR: 0
Reply 14, posted (8 years 11 months 3 weeks 1 day 16 hours ago) and read 4966 times:

Quoting Brokenrecord (Reply 11):
I'll use a kiosk when it is convenient, but as I am normally in an F/J class or Star Gold priority line, then the line is almost a non-issue, and I will talk to an agent.

Obviously you have never traveled with BMI from LHR in Business. I travel domestic business with them every week and also have Star Gold and there is no such thing as a priority line, check in is a shambles!!!

I don't mind use the kiosk provided the fast bag drop afterwards is just that....the kiosks have allowed BMI to offer an even poorer service which I never thought was possible!!!!


User currently offlineFlyingchoirboy From United States of America, joined Oct 2003, 281 posts, RR: 5
Reply 15, posted (8 years 11 months 3 weeks 1 day 16 hours ago) and read 4947 times:
Support Airliners.net - become a First Class Member!

I like them, although the flimsy tickets they spit out (at least in the USA, I don't know about other countries) are annoying.


Flyingchoirboy: He sings, he flies, and sometimes he does both at the same time.
User currently offlineWrighbrothers From United Kingdom, joined Jul 2005, 1875 posts, RR: 9
Reply 16, posted (8 years 11 months 3 weeks 1 day 13 hours ago) and read 4936 times:

I personally don't like the machines.
I prefere to talk to a human being who can tell you "how bussinees has been" and the reg of the aircraft.
Also, Don't get me wrong, if I had to I would, but systems go down, I'd rather use check-in, where I can change things, complain ( I mean, if your upset about something , a computer, which after all is just a glorified lump of wires, and mother boards, can't realy help you) A computer doesn't quiet understand the inportance of this trip and doesn't help if a family members ill and you need to get up on the flight before the one you're on.
A computer doesn't understand emotions or that you're a keen plane spotter.
Computers don't understand about being 5 minutes late ,don't ask you how your football team is doing or give you that personal feel, a smile and a REAL voice.
Computers annoy you when they crash or say" invalid code". A human is a human, they eat breath, stay home sick and get payed. I prefer it that way.
I would prefer to stand in a line on 40 people, than stare senseleswsly at the screen, taking orders from a bunch of wires.

Thankfully, staff travel doesn't make you use those Self check-in machines.
Wrighbrothers



Always stand up for what is right, even if it means standing alone..
User currently offlineCrjflyer35 From United States of America, joined Nov 2005, 668 posts, RR: 2
Reply 17, posted (8 years 11 months 3 weeks 1 day 13 hours ago) and read 4930 times:

Quoting MD80fanatic (Reply 3):
The queue problem is due to airlines reducing the number of staff (purposefully), inconveniencing passengers to the point that they are literally screaming for a self-serv machine (which has no labor cost and works 24/7/265).

265? so the machines get 100 leave days a year? LOL, J/K. I like the machines, especially @ ORD flying UA. All of my recent flights have been from TUS or PHX to MDW, ORD, or GRR, so there are never long lines, except flying WN out of PHX, then I'll go to the machine. However, If it's not busy, I'll go to the counter staff, usually when they see my Military ID, I'll get bumped up to Busines or even First class. Thanks to all the agents who've done this, you definilty keep the troops morale up, it shows us that people at home do appreciate what we do.

Regards



Ok, wait for the RJ to pass, cleared to push tail south Mike, and you're cleared to spin #2 in the push.
User currently offline727EMflyer From United States of America, joined Mar 2005, 547 posts, RR: 0
Reply 18, posted (8 years 11 months 3 weeks 1 day 13 hours ago) and read 4925 times:

Sometimes the kiosks are great, sometimes they are a nightmare! I like that they make the lines relatively short, but they are wrought with problems.

Not long ago I was checking in with CO HNL-GUM and both myself and the lady next to me were having problems. The only employee in sight was "helping" someone at the far end of the row of machines. (CO only has kiosks in HNL btw). This person stayed at the far end for quite some time. Turns out he was chatting with the customer! When my neighbor finally got impatient and went to get him he replied, oh sorry I only carry baggage! A trip to the ticket counter was disappointing as the lone woman there reffered us both back to the kiosks, and when we protested saying we were already there and needed help she pointed us to the baggage man! Yes we finally did get help, but (especially from A.net darling CO) no one should have to deal with that kind of service.

UA's machines could use an upgrade for upgrades. On my last flight I cashed in some e-upgrade certificates. My second leg was confirmed at the time I requested, but the first wasn't. I figured if I got it my name would be called at the gate. Well, when checking in at the kiosk all it could tell me was that there was an error and it could not process me for check in! (I checked in at an odd hour and the normal desks were not manned, otherwise I would use the Premier Exec line) Another trip to the ticket counter and i found out the kiosk wouldn't work because my upgrade had cleared. Why can't the machine handle that????


User currently offlineSabena332 From , joined Dec 1969, posts, RR:
Reply 19, posted (8 years 11 months 3 weeks 1 day 12 hours ago) and read 4922 times:

These self check-in automats are the best invention ever, followed by the self boarding gates. Especially in the early morning I avoid it to deal with humans because I am always in a bad mood, so the self check-in automats are perfect for me.

Patrick


User currently offlineAirbus3801 From United Kingdom, joined Apr 2004, 1089 posts, RR: 5
Reply 20, posted (8 years 11 months 3 weeks 1 day 8 hours ago) and read 4894 times:

Quoting MD80fanatic (Reply 3):
24/7/265

Well what about the other 100 days that these machines have off? Big grin

I love self check in and online check in because it avoids the hassle of the large lines at normal check in, but I think it is important to have some of them there, but machines will eventually take over their place, but for now and the next 5 yrs. at least, I think there will be a mix witht the machine slightly getting the upper hand.


User currently offlineZKEOJ From New Zealand, joined Feb 2005, 1033 posts, RR: 6
Reply 21, posted (8 years 11 months 3 weeks 1 day 7 hours ago) and read 4891 times:

At BUF US and NW self check-ins are useless. They break down all the time, the queues are long, they have staff standing next to the machine telling you what to do, etc. It didn't impress me at all, and since they don't have enough machines, queue times are even greater. I also found the system pretty complicated - not in terms of understanding it, but in terms of how many steps there are. Seriously, a check in at the counter would be MUCH faster...

AC at YYZ, BD at LHR, and NZ at AKL, however, was great. Very quick and simple, and plenty of machines, so that you have virtually no waiting time. Sometimes, there are small queues for the baggage check, but since you are checked in already, they are pretty quick usually.

Thus, I love them, if there are enough machines, and if it is quick and easy... I particularly like that you can do/modify your own seat reservation!  Smile

Cheerio
micha


User currently offlineFbgdavidson From United Kingdom, joined Oct 2004, 3713 posts, RR: 28
Reply 22, posted (8 years 11 months 3 weeks 1 day 7 hours ago) and read 4891 times:

Quoting Wrighbrothers (Reply 16):
Computers don't understand about being 5 minutes late ,don't ask you how your football team is doing or give you that personal feel, a smile and a REAL voice.
Computers annoy you when they crash or say" invalid code". A human is a human, they eat breath, stay home sick and get payed. I prefer it that way.

True, it is nice to speak to a human but when the human is having a good day  Smile Humans strike (especially those who are part of the BA infrastructure  Wink ) and can be unpleasant at times, this can leave a bad taste in the mouth.



"My first job was selling doors, door to door, that's a tough job innit" - Bill Bailey
User currently offlineHKGKaiTak From Australia, joined Jun 2005, 1050 posts, RR: 0
Reply 23, posted (8 years 11 months 3 weeks 1 day 6 hours ago) and read 4888 times:

I prefer the machines solely because there usually isn't a long queue - people still prefer human check-in ... if I have to queue for just as long I'd prefer human contact too, esp if the girls on the check-in counters are cute.  duck 

But  thumbsdown  a big thumbsdown to QF's check in machines, they're horrible and even slower than the usual queues.



4 Engines 4 LongHaul
User currently offlineArmitageShanks From UK - England, joined Dec 2003, 3631 posts, RR: 15
Reply 24, posted (8 years 11 months 3 weeks 1 day 3 hours ago) and read 4879 times:

I've used self checkin once and it was great. I would use it every time if I could.

25 AsstChiefMark : People who tend to use on-line or kiosk check-in tend to know who they are, where they're going, and how to get there. In other words, they have "with
26 Post contains images Jap : I like checking in traditionally better... the machine couldn't care less if I wanted a window seat and it's not even faster... I self-checked in with
27 Jwenting : They have their place, but so have people. If you're late to your flight you might get checked in faster than when having to wait in line at a counter
28 Post contains images Wrighbrothers : Yes, the human toutch can't be beaten Easy now, those in engineering, and everything non cargo worked double time because of them. Yes, but we all ha
29 TUNisia : It's only good for short hops with no checked baggage and people that understand how to use it properly.
30 Post contains images EI747SYDNEY : Hi Everyone, Shorthaul- Yes Long Haul- No (I'm a people person and always try my luck for an upgrade) Rob
31 PHLBOS : I've used Self-Serve kiosks for check-in whenever I am not available to do an on-line check-in (I don't have a computer at home). Regardless of the ai
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