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Are Check-In Staffs Days Numbered?  
User currently offlineGilesdavies From United Kingdom, joined Dec 2003, 2985 posts, RR: 2
Posted (9 years 10 months 3 weeks 6 days 7 hours ago) and read 2219 times:

Just reading on easyJet's website that they are introducing at EMA there first self service check-in desks.

The one major difference being compared to other airlines is that passengers have no choice but to use the automated check-in service and no staffed check-in desks will be available.

This is a very brave and bold move by easyJet, and reflects there branding as a low cost airline and keeping costs to a minimum.

I can however see this is not going to be a popular option for many of the more "traditional" passengers that like the "face-to-face" service.

Whats your opinion of this new innovation?

http://www.easyjet.com/EN/news/20040528_02.html



[Edited 2004-05-28 23:31:45]

[Edited 2004-05-28 23:33:18]

20 replies: All unread, jump to last
 
User currently offlineGulfstreamGuy From United States of America, joined Jul 1999, 646 posts, RR: 2
Reply 1, posted (9 years 10 months 3 weeks 6 days 6 hours ago) and read 2160 times:

It's unfortunate but true. NW has "bombarded" our cities with our SSDs (Self Service Device) and are really pressuring the CSA's to "force" passengers to use them. There will always be those folks who prefer to use the machines to "get it and go" (business travelers who travel ALL the time for example) and then there are those who have trouble with the whole self check in procedure. I have quite a few passengers who simply refuse to use them and only want to speak to someone personally face to face.
What pisses me off the most is how airlines say that the most important aspect of our job is "customer service" and yet they send them away not even talking to an agent of any kind.

I understand that they are trying to help the checkin procedure to speed it up, but I think it brings cutomer service way down.

Anyway they will need some of us around to change the roll of boarding pass paper when its out!.. that is until they start using "retinal scan" for boarding passes..!  Big grin

GulfstreamGuy



"If we couldn't laugh, we would all go insane. " -Jimmy Buffett
User currently offlineBoingGoingGone From , joined Dec 1969, posts, RR:
Reply 2, posted (9 years 10 months 3 weeks 6 days 6 hours ago) and read 2130 times:

Ticket counters, yes. Gates and concourse help desks, no.

User currently offlineVS11 From United States of America, joined Jul 2001, 1062 posts, RR: 0
Reply 3, posted (9 years 10 months 3 weeks 6 days 6 hours ago) and read 2114 times:

Not for international travel. Too many regulations and checks that have to be performed by humans.

User currently offlineGilesdavies From United Kingdom, joined Dec 2003, 2985 posts, RR: 2
Reply 4, posted (9 years 10 months 3 weeks 6 days 6 hours ago) and read 2102 times:

Yes they are using this for international travel.

A quote from easyJet's website...

"easyJet made history once again on Wednesday evening when every single passenger on an easyJet flight, including those with hold baggage, used the self-check-in kiosks rather than the traditional check-in process.

All 108 passengers checked-in for easyJet flight 6503 to Prague using the new easyJet kiosks at Nottingham East Midlands Airport. This included a total of 112 items of hold baggage that were issued with standard airline-industry bag tags. The flight departed on schedule at 18.50.

Department for Transport-approved trials of the new self-check-in kiosks began on the morning of Wednesday 26 May at Nottingham East Midlands with easyJet staff guiding passengers through the simple process. The trial will continue over the coming weeks and months before rolling-out the programme to other airports on the easyJet network. "


User currently offlineCubsrule From United States of America, joined May 2004, 22303 posts, RR: 20
Reply 5, posted (9 years 10 months 3 weeks 6 days 6 hours ago) and read 2083 times:

US is allowing international checkin with kiosks for "simple" international travel when a passport is the only documentation necessary.


I can't decide whether I miss the tulip or the bowling shoe more
User currently offlineBR715-A1-30 From , joined Dec 1969, posts, RR:
Reply 6, posted (9 years 10 months 3 weeks 6 days 5 hours ago) and read 2022 times:

WOW!!! This seems cool. I think this system will work. I either check in online, or I use AirTran's ByePass Self-Service. It would be nice if they issued bag tags to your destination, you attached them, and handed your checked bags to the CSA at the gate.

User currently offlineCessnaLady From Mexico, joined May 2004, 310 posts, RR: 4
Reply 7, posted (9 years 10 months 3 weeks 6 days 5 hours ago) and read 1995 times:

US is allowing international checkin with kiosks for "simple" international travel when a passport is the only documentation necessary.

This means that whoever needs to turn in additional documents (such as I94 Immigration format) still needs to see an earthling at some point of the process.

Question: what is supposed to happen about the millions of passengers that still use the standard IATA paper tickets?

ML


User currently offlineAa757first From United States of America, joined Aug 2003, 3345 posts, RR: 8
Reply 8, posted (9 years 10 months 3 weeks 6 days 4 hours ago) and read 1972 times:

Will they replace a lot of ticket agents? Yes. Will they replace all of them? No way. What happens when John Q. Traveler forgets the credit card he booked it with? For a lot of things, computers can do it faster and more efficient. For some things though, you need a human mind to do the work.

AAndrew


User currently offlineFLYtoEGCC From United Kingdom, joined Feb 2004, 947 posts, RR: 3
Reply 9, posted (9 years 10 months 3 weeks 6 days 4 hours ago) and read 1956 times:

If there are no check-in staff - who's going to ask "did you pack your bags yourself? Has anyone asked you to carry on board? etc..."

And, dedicated to Ryanair... who's going to be there to weigh your baggage, anxious to charge you if you're 0.1kg over the paltry 15kg weight limit...



Come fly with me, let's fly, let's fly away...
User currently offlineSnnams From Ireland, joined Apr 2004, 288 posts, RR: 1
Reply 10, posted (9 years 10 months 3 weeks 6 days 4 hours ago) and read 1956 times:

I dont think we will see a total replacement, but it will reach a stage where perhaps 80% of pax will use these machines. I must say I prefer them. I've used BA's, KLM's and EI's self service units. You chose your own seat, it's a hell of a lot faster and anything that cuts the queues has to be a good thing.

User currently offlineA330323X From United States of America, joined Oct 2003, 3039 posts, RR: 44
Reply 11, posted (9 years 10 months 3 weeks 6 days 4 hours ago) and read 1944 times:

I heard from a CWA friend at US that 1 kiosk equals 4 fewer agents.


I'm the expert on here on two things, neither of which I care about much anymore.
User currently offlineKL911 From Ireland, joined Jul 2003, 5084 posts, RR: 12
Reply 12, posted (9 years 10 months 3 weeks 6 days 4 hours ago) and read 1933 times:

Why would you have to show your creditcard? I've booked many flights on FR, Easyjet, Basiqair and Hapag Lloyd Express using someone elses creditcard. Basiqair I checked in online and go to my seat directly, all the others I just show my passport. I think it's way faster, and don't say there are people who can't understand the kiosks, they're easier to operate then a coffee machine.
To many persons still think flying is special, but it's just like taking an international bus or train. I hope soon there will be only machines left, they don't get paid, which makes flying cheaper for all of us.

KL911



Next trip : DUB-AUH-CGK-DPS-KUL-AUH-CDG-ORK :-)
User currently offlineSabena332 From , joined Dec 1969, posts, RR:
Reply 13, posted (9 years 10 months 3 weeks 6 days 4 hours ago) and read 1921 times:

I always choose the self check-in desks and of course I am also a big fan of these self-boarding gates (where available).

A big advantage on the self check-in desks is that you see a seat map of your flight before you can choose your seat (at least at LH's self check-in deks). I checked in by self check-in desk for approximately 50 times, on at least half of these flight, I had a blocked middle seat in my seating row because I chose the seat by myself, the secret: check in late and choose an aisle seat in the rear with an already occupied window seat, in most cases you will experience that the middle seat remains empty, it depends on the number of booked passengers of course.

Another advantage (at least for me) is that you don't have to deal with a real person, especially in the early morning I avoid any kind of conversation because I am always bad-tempered at this time of the day.

Patrick

[Edited 2004-05-29 01:50:25]

User currently onlineVenezuela747 From United States of America, joined Jan 2004, 1419 posts, RR: 5
Reply 14, posted (9 years 10 months 3 weeks 6 days 3 hours ago) and read 1855 times:

I was just thinkin about this but oppositlly. I flew last Sunday to DFW from COS and I quote the AA agent "These Easy Check-in machine are more of a hassle than easy". And the reason he said that was most of the people "trying" to use the machines were having problems and an agent had to come over and help them. I personally love them, I never have problems with them. I just thought it was funny taht a gate agent would say that.


ROLL TIDE!!!
User currently offlineGreg From United Kingdom, joined May 2005, 0 posts, RR: 0
Reply 15, posted (9 years 10 months 3 weeks 6 days 3 hours ago) and read 1846 times:

I hope not.
I find the counter help of more value to me than flight attendants.
And NOOOO...this is not a slam on F/A's. I just need help changing flights, seats, etc. more than I do inflight service.

Although in all seriousness, anything that can be done regarding the modification of travel plans can be done from the air anymore.


User currently offlineHa763 From United States of America, joined Jan 2003, 3596 posts, RR: 6
Reply 16, posted (9 years 10 months 3 weeks 6 days 3 hours ago) and read 1829 times:
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You do not need the credit card used to purchase the ticket. The kiosk will ask for any credit card to match the name to the name in the reservation. You also have the option to enter a FFP number if the airline has a FFP.

User currently offlineDLX737200 From United States of America, joined May 2001, 1891 posts, RR: 20
Reply 17, posted (9 years 10 months 3 weeks 6 days 2 hours ago) and read 1808 times:

Here in the states, some kiosks even use the "credit-card-like bar" on the back of Drivers Licenses. Not all states have them but many do. I've used my Florida's Drivers License many times at Delta's kiosks. Either that or my Delta Skymiles Card! It seems like just about EVERY airline at MCO now has kiosks.


The public: They always know better, even though they often know nothing
User currently offlineCx123 From Australia, joined May 2004, 695 posts, RR: 0
Reply 18, posted (9 years 10 months 3 weeks 6 days 2 hours ago) and read 1769 times:

What about J and F Class?
Who will print out the lounge invitations and also give upgrade or do some complex transactions. Also I mean you still need someone to tag the bags


User currently offlineGo3Team From United States of America, joined Mar 2004, 3266 posts, RR: 17
Reply 19, posted (9 years 10 months 3 weeks 6 days 1 hour ago) and read 1717 times:

And who do you kiss up to, to try and get that upgrade??


Yay Pudding!
User currently offlineIsitsafenow From United States of America, joined Feb 2004, 4984 posts, RR: 24
Reply 20, posted (9 years 10 months 3 weeks 6 days 1 hour ago) and read 1704 times:

I checked in with NW at RSW yesterday and there were two agents and I believe 6 check-in kiosks. The agents were in front of the counter instructing people to use the kiosks with lessons from them. I had a quirk in my res so the kiosk screen instructed me to see an agent for"special handling". I did and that was that pretty quick. I always use the kiosk when one is provided.
ALSO..at the gate, there is a carrier(forgot which one) is testing auto-boarding at the gate. You, not the agent, place your boarding pass into the little reader the carriers now have and then you board.
Agents WILL be needed, but not as many as a few years ago. A couple of weeks back, I thought I read NW laid off or will lay off a couple of hundred agents with most at DTW. Someone correct me on that if I am wrong.
safe



If two people agree on EVERYTHING, then one isn't necessary.
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