LGWspeedbird
Topic Author
Posts: 428
Joined: Sat Nov 05, 2005 12:29 am

Self Service Check-in Your Views

Tue Nov 08, 2005 9:40 pm

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
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richardw
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RE: Self Service Check-in Your Views

Tue Nov 08, 2005 9:47 pm

Great for hand luggage only weekend trips. How are the easyJet ones at EMA are they very easy to use?
 
mhodgson
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RE: Self Service Check-in Your Views

Tue Nov 08, 2005 9:56 pm

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.
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md80fanatic
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RE: Self Service Check-in Your Views

Tue Nov 08, 2005 10:08 pm

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
 
ANother
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RE: Self Service Check-in Your Views

Tue Nov 08, 2005 10:26 pm

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 ...
 
BMED
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RE: Self Service Check-in Your Views

Tue Nov 08, 2005 10:28 pm

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
 
LGWspeedbird
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RE: Self Service Check-in Your Views

Tue Nov 08, 2005 10:34 pm

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 
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nijltje
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RE: Self Service Check-in Your Views

Tue Nov 08, 2005 10:39 pm

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.
 
fbgdavidson
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RE: Self Service Check-in Your Views

Tue Nov 08, 2005 10:42 pm

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
 
dvk
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RE: Self Service Check-in Your Views

Tue Nov 08, 2005 10:45 pm

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.
 
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ClassicLover
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RE: Self Service Check-in Your Views

Tue Nov 08, 2005 10:47 pm

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!
 
brokenrecord
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RE: Self Service Check-in Your Views

Tue Nov 08, 2005 10:49 pm

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
 
KLMA330
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RE: Self Service Check-in Your Views

Tue Nov 08, 2005 10:50 pm

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
 
LGWspeedbird
Topic Author
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RE: Self Service Check-in Your Views

Tue Nov 08, 2005 11:28 pm

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.
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m777d
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RE: Self Service Check-in Your Views

Tue Nov 08, 2005 11:37 pm

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!!!!
 
flyingchoirboy
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RE: Self Service Check-in Your Views

Wed Nov 09, 2005 12:03 am

I like them, although the flimsy tickets they spit out (at least in the USA, I don't know about other countries) are annoying.
 
wrighbrothers
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RE: Self Service Check-in Your Views

Wed Nov 09, 2005 2:38 am

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..
 
crjflyer35
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RE: Self Service Check-in Your Views

Wed Nov 09, 2005 3:00 am

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
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727EMflyer
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RE: Self Service Check-in Your Views

Wed Nov 09, 2005 3:11 am

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????
 
Sabena332
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RE: Self Service Check-in Your Views

Wed Nov 09, 2005 3:43 am

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
NZ1's mother is a disgusting crack-whore and his father is a worthless alcoholic!
 
airbus3801
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RE: Self Service Check-in Your Views

Wed Nov 09, 2005 8:19 am

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.
 
zkeoj
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RE: Self Service Check-in Your Views

Wed Nov 09, 2005 8:38 am

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
 
fbgdavidson
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RE: Self Service Check-in Your Views

Wed Nov 09, 2005 9:18 am

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
 
HKGKaiTak
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RE: Self Service Check-in Your Views

Wed Nov 09, 2005 10:11 am

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
 
ArmitageShanks
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RE: Self Service Check-in Your Views

Wed Nov 09, 2005 1:20 pm

I've used self checkin once and it was great. I would use it every time if I could.
 
AsstChiefMark
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RE: Self Service Check-in Your Views

Wed Nov 09, 2005 1:52 pm

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-it-ness." Many times the people standing inside the serpentine ropes are clueless in some way and can really slow things up. You never know how long it'll take them to check in. 2 minutes? 15 minutes?

Mark
Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Red tail...Damned MSP...Red tail...Red tail
 
jap
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RE: Self Service Check-in Your Views

Wed Nov 09, 2005 7:04 pm

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 SAS on one of their machines in CPH for a flight to VIE back in December. It said there was no windowseat available. When I asked the lady behind the costumer service counter, there were 3 windowseats left and I got one of them.

Also, the "have a nice flight" is so much better when it's not on a computer screen  Wink
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jwenting
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RE: Self Service Check-in Your Views

Wed Nov 09, 2005 8:00 pm

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 (this of course suggests there are more service points now than before...).
If you're very early your counter may not yet be open but the machine could be set to take your ticket already (not sure if they are).

But for special requests the counter is the place to go.
My parents for example travel with their dog, plus my mother is handicapped and needs a wheelchair and stuff stored (and more legroom). No machine is capable of dealing with things like that (they can't even purchase their tickets online as the websites can't deal with dogs).
I wish I were flying
 
wrighbrothers
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RE: Self Service Check-in Your Views

Thu Nov 10, 2005 6:07 am

Quoting Fbgdavidson (Reply 22):
True, it is nice to speak to a human but when the human is having a good day

Yes, the human toutch can't be beaten

Quoting Fbgdavidson (Reply 22):
Humans strike (especially those who are part of the BA infrastructure )

Easy now, those in engineering, and everything non cargo worked double time because of them.  Angry

Quoting Fbgdavidson (Reply 22):
and can be unpleasant at times, this can leave a bad taste in the mouth.

Yes, but we all have bad days, I just think how lucky I am, and nothing matters.  Smile

Wrighbrothers
Always stand up for what is right, even if it means standing alone..
 
TUNisia
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RE: Self Service Check-in Your Views

Thu Nov 10, 2005 7:47 am

It's only good for short hops with no checked baggage and people that understand how to use it properly.
Someday the sun will shine down on me in some faraway place - Mahalia Jackson
 
EI747SYDNEY
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RE: Self Service Check-in Your Views

Fri Nov 11, 2005 1:16 am

Hi Everyone,

Shorthaul- Yes
Long Haul- No (I'm a people person and always try my luck for an upgrade)

Rob  wave 
''Live life on the edge, Live each and every day like it's your last, Hell you only live once''
 
PHLBOS
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RE: Self Service Check-in Your Views

Sat Nov 12, 2005 3:27 am

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 airline I've used it for, I've never had a real problem w/them; plus, there's always an airline employee/agent nearby in case something did malfunction.

Both the kiosks & on-line check-ins have been a real time-saver; especially for those who do not have to check luggage. Keep in mind that pre-9/11 (at least in the States), anyone not checking luggage simply just went through security & did their check-in right at the gate. Needless to say, those days are long gone. For a while after flights resumed after the nationwide shutdown, everybody had to go to the main ticket counter to check-in regardless of whether they were checking any luggage; thereby needlessly contributing to already longer waiting times.

Although, it seemed (at least from my vantage point) that the kiosks & on-line check-ins came to light in response to the post-9/11 waiting times; I'm guessing that airlines were planning to implement them anyway. Which brings me to this question:

Had the post-9/11 security requirements (mainly who can pass through screening) never been implemented; would the establishment of on-line checking & self-serve kiosks have occurred as quickly?
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