Cory6188 From United States of America, joined Feb 2004, 2741 posts, RR: 5 Posted (11 years 10 months 2 days 4 hours ago) and read 11150 times:
When my family was checking in for our flight to PVR from EWR back in April, I could have sworn that the CO agent at the counter was typing in the Declaration of Independence by heart in order to pull up our reservation and print out the boarding passes. The bag tags were another story, however, with the entire novel of War and Peace being necessary for 2 tags. How come it takes a professionally trained agent loads of typing to pull up a reservation that I could do in a few clicks online?
Mike77 From United States of America, joined Jul 2003, 203 posts, RR: 3
Reply 2, posted (11 years 10 months 2 days 3 hours ago) and read 10978 times:
I have never worked at an airport, but I do work at a hotel at the front desk. I often have guests ask me why I am typing on the computer so much and why it takes so long. There are many different reasons as to why. When I spend forever typing, it is usually because I cannot locate the guest's reservation. Sometimes the res gets stuck in the system between the main booking source and my terminal at the front desk. And sometimes the guest name is misspelled in the reservation and I have to check several different sources to try and locate it. Sometimes I do not tell the guest that I cannot locate the reservation, because usually they become rude, worried and/or annoyed that the res is not popping up right away. Therefore, to avoid dealing with worrying a guest unnecessarily, I will just type away until I am able to access what I am looking for. My point is, that I doubt very much the employee you dealt with was trying to make your life difficult or seem incompetent. He/she was most likely trying to get you on your way as soon as possible.
Yanksn4 From United States of America, joined Dec 2003, 1404 posts, RR: 11
Reply 5, posted (11 years 10 months 2 days 3 hours ago) and read 10952 times:
I was watching a program a few years ago on msnbc about the industry and when they had this expert talk about the ticket agents I loved this line: "For all we know, they could be programing a nuclear missle with how much they type"
VSFullThrottle From United States of America, joined Jul 2004, 280 posts, RR: 4
Reply 6, posted (11 years 10 months 2 days 3 hours ago) and read 10923 times:
Not all check in processes are as simple as each other. It will all depend on how many people traveling, if the people are booked together, if you have seats etc.... On top of that if you ever saw the format that airlines use to check in then you would understand. There are quite a few different formats out there such as Sabre, Shares, etc......
Aussie747 From Australia, joined Aug 2003, 1170 posts, RR: 0
Reply 8, posted (11 years 10 months 2 days 3 hours ago) and read 10890 times:
As a person who starts a booking from scratch for our corporate company there are many things to type in to the system, and yes it seems that why are typing forever. If the below is just to start up a booking I could only imagine what a check in agent has to do especially id there any complications
Name, Contact Addresses numbers and email addresses, Look at availability with all different airlines, find connections, Cross check with fare databases to ensure correct booking class,deal codes, fare basis, taxes, additional surcharge,penalties, correct routing, transfers, stopovers, etc. Hold seats, set ticketing dates, advise passport and visa info to airlines, assign seating , frequent flyer numbers advise to assciated airlines, advise meal preferences, total complete party messages, in remarks enter info to pax about fare info, ticketing date, cost, via info, destinational info, look up hotels in database, request hotel, book transfers and cars and advise all relevant info and then some.
And the pax has the audacity to ask have you finished yet!!!! after only a couple of things has been completed.
And you only thought it just involves holding some seats!!! LOL
Venezuela747 From United States of America, joined Jan 2004, 1451 posts, RR: 4
Reply 10, posted (11 years 10 months 2 days 2 hours ago) and read 10798 times:
Trust me you haven't seen an agent type untill you try to get vouchers for unused tickets and then try to buy tickets with those vouchers. They take forever. But as you all said, they all don't have Windows XP
Aussie747 From Australia, joined Aug 2003, 1170 posts, RR: 0
Reply 11, posted (11 years 10 months 2 days 2 hours ago) and read 10789 times:
This reminds me of a scene in the movie Meet the Parents when Ben Stiller is requiring to get home sooner, and the agent is furiously typing at 200 words a minute quite loudly at the keyboard trying to find a flight for him, meanwhile Ben is becoming infuriated at her attitude.
Av8rPHX From United States of America, joined Mar 2003, 713 posts, RR: 8
Reply 13, posted (11 years 10 months 2 days 2 hours ago) and read 10763 times:
We, (HP and YV) use QIK here in PHX which is a frontend for SHARES. Makes things quite a bit easier and less time consuming. Even having a frontend,sometimes we are forced to type for what seems like an endless amount of time. In my experience,the most common issue seems to be lost reservations.
OttoPylit From , joined Dec 1969, posts, RR:
Reply 14, posted (11 years 10 months 2 days 2 hours ago) and read 10764 times:
Well, anytime I have checked someone in, a typical scenario would be to pull the customer's reservation up, verify the destination, check e-ticket and ensure it is hooked to the reservation and to see if there are any other charges that need to be collected, ask how many bags are being checked, load that number into the bag tag template, check seats assigned, then check to see if any more preferable seats have come available. If so, I ask the passenger if they are happy with their window/center/aisle seat and if not, there is one available at (enter seat assignment here). Whether the passenger wants the seat change or not will cause a little more typing, I then request the boarding passes and bingo, you are done and on your...dangit, stupid computer is saying that your e-ticket and current reservation are not the same, and I already know that because there has been a schedule change and it was reflected in the e-ticket verification. So now I have to override that. Little more typing ensues. Ok, now you are done and on your way.
Every now and then, if I have a little time, I may program a nuclear missle or two or add a section to the Declaration of Independence.
Xnv From Canada, joined Jan 2000, 142 posts, RR: 0
Reply 16, posted (11 years 10 months 1 day 23 hours ago) and read 10604 times:
For any of you who have never worked check-in, you have NO idea what can be involved.
Take for example checking in a family of four who are not booked on the same PNR (file).
First of all, you have to pull up each file to make sure the passengers are booked correctly.
Of course, no one's frequent flyer number is on file, so you have to enter each one individually, end the file, and pull up the next file. Do that for all four of them.
They each have electronic tickets, but when they changed their reservation the e-ticket wasn't revalidated so you have to do that on each file, end it, and pull up the next one.
So then you check each person in and they say "oh, we're connecting to another flight, can you tag our bags through?" Of course, this is not on the file.
So then you have to un-check in each of them, cancel each bag tag (and in Sabre this involves typing in each bag tag number manually), then pull up each reservation again and add their connecting flights that were not on the file and end each file, do that for all four people.
THEN check them in again and hope your bag tags and boarding passes print properly.
And of course, no one is sitting together so you have to change all of their seats - pull up the seat map and change everyone around.
Even in the newest version of Quick Sabre, it takes a lot of typing to accomplish this. Personally I think it's faster to do most of it in native Sabre.
For the most part, check-in is straightforward and fast.
Go easy on your agent next time you check in. There's a lot more going on than you think.
Wilcharl From United States of America, joined Jun 2000, 1183 posts, RR: 3
Reply 17, posted (11 years 10 months 1 day 23 hours ago) and read 10574 times:
Everyone knows they are typing nasty notes about the pax in the PNR... Pax was a looser tried to check 3 bags in stated he was a platinum/gold/silver member and his membership catagory was only copper.... its a conspiercey they sit there and type nasty notes about every pax
Disclaimier: I do not seriously believe this conspiercy theroy though i have seen some funny things in pax PNRs
AirframeAS From United States of America, joined Feb 2004, 14150 posts, RR: 22
Reply 18, posted (11 years 10 months 1 day 18 hours ago) and read 10453 times:
because of the stupid entry codes for sabre. i swear, that program is so damn complicated!
I agree! Thats why AS created IMAGE. IMAGE gets its information from Sabre still. Sabre is in the background behind IMAGE. Its hard to explain how that works since Im not a IT person. But anyway, it was easier to use and alot faster. Less typing to do but the damn system crashes once a week. Id use IMAGE over Sabre any day.
A Safe Flight Begins With Quality Maintenance On The Ground.
SlamClick From United States of America, joined Nov 2003, 10062 posts, RR: 66
Reply 20, posted (11 years 10 months 1 day 17 hours ago) and read 10408 times:
My airline has a program that uses SABER to give crewmembers their trips, do monthly bidding, picking up trips from open time, payroll information and so on. Without an aftermarket frontend for it, it is very difficult to use. Saber gets bogged down all the time and stray keystrokes can send you places from which there is no getting back.
On the login page, there is a help desk number. I called them once and the guy said "oh, it is a [our program] question. We are not allowed to see any [our program] pages. I can't help you with that."
Blame Saber Systems.
Happiness is not seeing another trite Ste. Maarten photo all week long.
4jaded From United States of America, joined Apr 2004, 248 posts, RR: 0
Reply 21, posted (11 years 10 months 1 day 17 hours ago) and read 10376 times:
Depending on the program they were using at that airport they could be tabbing thru a pop up mask... Searching for the entry to find the pop up mask to tab thru, laying out long lines of code in order to get it all done at once and then having to go back and correct errors so the computer would take the entry, or taking a computer driven required lesson while on duty.
The other possibility of course is that they were just doing a skit from Airplane to make themselves look impressive and were just sharpening their claws on the keyboard..
Ams From United States of America, joined Aug 2003, 1693 posts, RR: 11
Reply 22, posted (11 years 10 months 1 day 17 hours ago) and read 10370 times:
Keep in mind that most Travel agents have to type the full-comments to pull up availability etc. Most Airlines use a Fast/quick reservation system. That is why most of the time Travel agents have to type a lot, while most Airline reservations reps don't.
CitationJet From United States of America, joined Mar 2003, 2627 posts, RR: 3
Reply 23, posted (11 years 10 months 1 day 17 hours ago) and read 10335 times:
I have asked my wife the same question. She worked ticket counter for AA for 12 years. The system has to be made MUCH simplier to accomodate self-service check-in.
The airline reservations system is based on an old command line based entry.
There was a skit on Saturday night live many years ago. The ticket agent asked "Smoking or non smoking?" The pax replied "Smoking". The agent then proceeded to type furiously for about 90 seconds. The pax/actor patiently watched in amazement at the lengthy process. Finally he asked, Why don't you just type in a Y or N?
Boeing Flown: 701,702,703;717;720;721,722;731,732,733,734,735,737,738,739;741,742,743,744,747SP;752,753;762,763;772,773.