It's an attempt to make the "Sales and Reservations" teams self-financing. The idea is that if human intervention is necessary, (ie changing a booking, revalidating a ticket etc etc) then the customer will pay.
Reading between the lines, I feel Internet bookings, e-ticket and self-service check-in aren't as popular as our management think they should be 10 years after their introduction and this is an "initiative" to "motivate" you, the customer!!! (Let's just hope it doesn't "motivate" you to find an "alternative source of air transportation". (Sorry, can you tell I've been on a training course and picked up the jargon!!!)
I wonder how long it will be before we start charging you for a "human" check-in!!!
