Sorry Folks! Gatwick's check-in queues have always been legendary, 'cos of its low-cost, charter type business history - anyone remember the time Sir Freddie Laker had to rent an enormous marquee to hold all the pax arriving three days before their flight was due? Obviously, that funny other airport around the M25 who we don't mention is just starting to catch on to this queuing idea!
From a check-in agent's point of view, it's just as frustrating to be staring out at an unending queue as it is for you to wait in it! We often are at the desk for 4 to 5 hours at a stretch, without water, and completely against VDU operators guidelines! Indeed, the British Airways desks at LGW were condemned a few years ago, by the HSE, who demanded replacements (with larger working area and positioned further from the screens) should be provided before Jan 1st 2000 - that's gone by the wayside!
There are little things which occasionally lighten things up!
Yesterday, we had the Phillipino crew of a Merchant ship checking in for Gibraltar! When the pretty young thing a few desks away from me called out "Can I have some more seamen over here please!" - there was hardly a straight face in the queue!
Seriously though, anyone who is well read concerning aviation history will know that, traditionally, airlines have been created, and managed, by aeroplane and aviation enthusiasts (indeed, many were also eccentric!) who had very little in the way of business acumen! When the travelling public were from the upper crust of society and would pay whatever price was demanded, (questioning price was considered rather "vulgar"), it was almost guaranteed that the airline would turn in some sort of profit.
Today, with the plethora of low-yield fares, even a full flight does not necessarily yield a profit! Airlines have, therefore, cut costs to the bone (and Ground Handling is a necessary direct cost, straight off the bottom line) and the "Common Check In" you are witnessing at British Airways and Virgin is a sensible exercise in cost-cutting. (Don't forget, at this time last year, the very survival of both BA and VS was in very serious doubt - both of us were losing about £25m per day at one stage!)
Steadily, both airlines have been recruiting more front-line staff on temporary, part-time contracts to provide extra cover at peak times of day. However, both airlines are still in a fragile state. (BA shares are still only bumping around the £1.60 mark compared with £7.60 in their heyday and £3.65 just before 9/11).
Now, I know that the airlines' finances are none of your concern as a customer - you're still entitled to good levels of service, but I hope I have given you some insight as to the tightrope we're walking and to show you that steps are being taken to improve your lot!
Little things can be done to reduce your waiting time and increase your queue busting techniques:
1. Does your airline have Internet Check-In facilities for your flight? (For British Airways, go to www.ba.com and register with us, you'll then be able to pre-check in 12 hours ahead! - or 24 hours ahead if you're an Executive Club member {thanks Globaliser}) or Telephone Check-In facilities, or Drive-Thru' check-in? Is there a complimentary limo service with drive-thru' check-in for Business Class Fares? If so (and you're not booked in Business Class, what is the fare differential??? {sometimes it can be quite small}
If not, or you don't have Internet Access at the critical time
2. What Frequent Flyer card do you hold. One World Emerald, Sapphire and Ruby can check in at the Business Class desks of a One World partner airline. Star Alliance partners will have similar facilities for their upper tier card holders.
3. Hand Baggage Only? As mentioned in another thread, most airlines have a hand-baggage only check-in facility to avoid the main queue.
4. What Ticket do you hold? (At British Airways, the cardboard "ATB" ticket (identified with a magnetic stripe on the reverse,green in colour if a Travel Agent's issueBlue in colour if British Airways Reservations issue) enables you to use the "Self-Service" machine to check in as long as your ticket is for a "BA" flight number (If it's a codeshare and issued for the codeshare partner's flight number, it won't work!) If in doubt, ask a BA staff member - there's always a "floor-walker" about when queues develop!
Similarly, if you hold an "E-Ticket", the Self-Service machine can check you in if you produce either the Credit Card you used when the booking was made or your "Executive Club" membership card (as long as your travel agent remembered to get your number into the booking!!!)
Even if you have hold baggage, you can use the machine and go directly to the "Self-Service Baggage Acceptance" point.
If you've not used the Self-Service machines before and you're apprehensive, ask a "floor-walker" to help or ask a fellow traveller how it's done - you make new friends that way!
5. If you must wait in the long queue, have your luggage labels written out and attached to your bag(s) before it's your turn to get to the desk. Similarly, get out your tickets and/or e-ticket itinerary and passport while you're waiting. If you have a Visa for your destination, place a marker (like a business card for example) at the relevant page in your passport to save the Agent flicking through!
If your hold bags have shoulder straps, remove these and place them into a side pocket or into the main bag while your waiting.
Now is also a good time to make sure that you've removed any old labels from previous flights. The check-in agent has a bin and will gladly dispose of them for you. (Not only does this save the agent a job, it also helps to ensure your bag is routed to the right destination! It has been known for us to put a passenger's bag on the Athens service, only for it to return 8 hours later with a curt note attached "Why you send us this bag? It has ATH on one end and LGW on the other!"
These little details save vital seconds in the transaction which helps everyone in the queue.
If you are of a gregarious, extrovert nature - please encourage others in the queue to follow your example. Believe it or not, if every passenger was "prepared" on arrival at the desk, with 12 desks open we could each "process" 2 transactions a minute!
6. Please end, or place on Hold, mobile phone calls when it's your turn to check in - we need your undivided attention!
I hope to have been of some help and look forward to the day when our airline queues become manageable again!!!
Last edited by bealine; 4th Dec 2002 at 21:55.