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 ...