Self Check-In Machines
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but i would like to know what passengers think about this approach.
If holding a C or J ticket, I would tell the agent (politely, but assertively) to stop wasting my time and to check the bag in. As a premium passenger I would expect to receive personal service if I wanted it and I would be arriving from a long and hard working day, with not a lot of time to spare ...... that's why I would have bought the business class ticket.
If on a Y (when I'm spending my own funds), I would use the machine (so long as there was a bag drop facility that saved queueing time.)
If your employer is really serious about automating the process, they ought to take the time and trouble (like BA) to develop an online check in, which I use regularly, since it really does dave time and trouble (in Y, C or J)
If holding a C or J ticket, I would tell the agent (politely, but assertively) to stop wasting my time and to check the bag in. As a premium passenger I would expect to receive personal service if I wanted it and I would be arriving from a long and hard working day, with not a lot of time to spare ...... that's why I would have bought the business class ticket.
If on a Y (when I'm spending my own funds), I would use the machine (so long as there was a bag drop facility that saved queueing time.)
If your employer is really serious about automating the process, they ought to take the time and trouble (like BA) to develop an online check in, which I use regularly, since it really does dave time and trouble (in Y, C or J)
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[QUOTE=Final 3 Greens] I would tell the agent (politely, but assertively) to stop wasting my time and to check the bag in. QUOTE]
Do you realise how awful that sounds??? You may suggest you are being polite but that is still bloody rude!!!
Do you realise how awful that sounds??? You may suggest you are being polite but that is still bloody rude!!!
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Apaddyinuk
I couldn't really give a monkeys what you think it sounds like. I was responding to the original posters question, which was quite clear in scope.
The message from the agent is also rude (I won't give you personal service), if polite and justifies an assertive push back.
Note that I wouldn't take the same tack on a cheaper ticket (I would seek out the machine and regard it as a benefit for a cheap ticket holder), but if I've paid a premium the service, I damn well expect to receive it and redirecting to a machine is a lunatic way to handle a premium passenger.
Your employer demonstrates a strong understanding of how to differentiate premium passengers and to provide an appropriate level of service, thats one of the major reasons why BA is profitable in a hard market. Virgin are also aces in this respect.
You really ought to engage brain before posting.
I couldn't really give a monkeys what you think it sounds like. I was responding to the original posters question, which was quite clear in scope.
The message from the agent is also rude (I won't give you personal service), if polite and justifies an assertive push back.
Note that I wouldn't take the same tack on a cheaper ticket (I would seek out the machine and regard it as a benefit for a cheap ticket holder), but if I've paid a premium the service, I damn well expect to receive it and redirecting to a machine is a lunatic way to handle a premium passenger.
Your employer demonstrates a strong understanding of how to differentiate premium passengers and to provide an appropriate level of service, thats one of the major reasons why BA is profitable in a hard market. Virgin are also aces in this respect.
You really ought to engage brain before posting.
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Hmmm, another pleasant human!! Its easier to be polite and mannerly! But sure, thats another thread altogether! Another problem with modern day travel...people are ruder to one another!!!
And I am not talking about my employer, My employer has nothing to do with my opinion on how one person treats another!!!
And I am not talking about my employer, My employer has nothing to do with my opinion on how one person treats another!!!
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Politeness breeds politeness, rudeness breeds rudeness
I'm with F3G on this, if I approach a check in desk on a premium ticket, and the person on that desk tells me to go away and use the machine, despite being perfectly able to check me in, the person being rude is the Check in agent, (or perhaps their employer). Because the check in agent is telling me that their time is more important than mine (i.e. you stood in line to see me, I could check you in in 2 minutes, but go over there please I can't be bothered) that is what it would feel like as a passenger.
I'm with F3G on this, if I approach a check in desk on a premium ticket, and the person on that desk tells me to go away and use the machine, despite being perfectly able to check me in, the person being rude is the Check in agent, (or perhaps their employer). Because the check in agent is telling me that their time is more important than mine (i.e. you stood in line to see me, I could check you in in 2 minutes, but go over there please I can't be bothered) that is what it would feel like as a passenger.
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Then paddy, why don't you start another thread?
This one is not about human interrelationships, it is about what pax think of the airline policy.
As to whether I am a pleasant person, you are making a highly subjective judgement based on a reaction to a very narrow situation, where the appropriate level of service is denied. You have no idea of what type of person I am.
I agree that it is easier to be polite and cooperative, so I suggest that you develop your understanding of human conflict resolution and then apply some rationality to the situation.
You could read up on the Thomas Kilman conflictmodel and in particular the five positions in dealing with conflict.
You will see that collaboration is the best way to deal with a situation and that means treating the conflict as a joint problem to solve. I this instance, there is no joint problem, I've paid for a premium service and the airline doesnt wish to provide it - the airline is causing the conflict.
Therefore the agent is engaging in behaviour known as competing, where their desire to achieve their objectives is greater than their desire to be cooperative.
Of course, I could engage in accomodating behaviour, cooperate and not satisfy my needs and just accept the rebuff and meekly trundle off to machine, but as I've paid a serious amount of money, why should I?
There is also a position known as compromising where each party gives up something, but the scenario has been set up as a zero sum game, so its strictly a win/lose outcome.
I could (in theory) adopt avoiding behaviour by not using the airline again, but that does't help with the here and now, so the only effective response is to adopt competing behaviour and say no. This creates an impasse, which is quickly solved by the agent checking the bag in.
So the cause of the conflict is the airline adopting a policy which impacts on the premium customer and the agent is the instrument of application. If the agent chooses to work for the airline, then they must deal with the consquences of the policies applied, just as I do in my work.
As the old saying goes, ''it isn't personal, its business'', but I absolutely would assert myself ... and to avoid any doubt, assertiveness is about satisfying one's concerns and should not be confused with aggression.
This one is not about human interrelationships, it is about what pax think of the airline policy.
As to whether I am a pleasant person, you are making a highly subjective judgement based on a reaction to a very narrow situation, where the appropriate level of service is denied. You have no idea of what type of person I am.
I agree that it is easier to be polite and cooperative, so I suggest that you develop your understanding of human conflict resolution and then apply some rationality to the situation.
You could read up on the Thomas Kilman conflictmodel and in particular the five positions in dealing with conflict.
You will see that collaboration is the best way to deal with a situation and that means treating the conflict as a joint problem to solve. I this instance, there is no joint problem, I've paid for a premium service and the airline doesnt wish to provide it - the airline is causing the conflict.
Therefore the agent is engaging in behaviour known as competing, where their desire to achieve their objectives is greater than their desire to be cooperative.
Of course, I could engage in accomodating behaviour, cooperate and not satisfy my needs and just accept the rebuff and meekly trundle off to machine, but as I've paid a serious amount of money, why should I?
There is also a position known as compromising where each party gives up something, but the scenario has been set up as a zero sum game, so its strictly a win/lose outcome.
I could (in theory) adopt avoiding behaviour by not using the airline again, but that does't help with the here and now, so the only effective response is to adopt competing behaviour and say no. This creates an impasse, which is quickly solved by the agent checking the bag in.
So the cause of the conflict is the airline adopting a policy which impacts on the premium customer and the agent is the instrument of application. If the agent chooses to work for the airline, then they must deal with the consquences of the policies applied, just as I do in my work.
As the old saying goes, ''it isn't personal, its business'', but I absolutely would assert myself ... and to avoid any doubt, assertiveness is about satisfying one's concerns and should not be confused with aggression.
======================
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If Person A does the full check in (Agent or Machine) and Person B goes to the aircraft with photo ID that matches them and all relevant paperwork matching - how do they get stopped? Does it make any difference if Person A is checked in by Agent or Machine and Person B checked onto the a/c by Agent or Machine? How easy would it be for this to happen? Why do it? It may be presumed that the check-in Agent has more time to suss out the Pax and cross check IDs with a database. The 'security' check is only that your face is vaguely similar to the one on the photo in the passport.
When travelling through MAN about five years ago, they took your picture when you checked in and that was cross referenced at the gate (not the a/c door obviously as it was sssumed that it was secure from the gate to the a/c). Is anyone else doing that now?
When travelling through MAN about five years ago, they took your picture when you checked in and that was cross referenced at the gate (not the a/c door obviously as it was sssumed that it was secure from the gate to the a/c). Is anyone else doing that now?
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I like 'em, because as a check in agent, it limits the amount of times you're asked the same question about an upgrade over and over.
My airline also forces people to use them - not in the extreme of the OP but enough that people complain. Pax just like asking questions or having the human touch to confirm whatever it is they're thinking about flying.
Some pax genuinely don't want to use them and i don't think it's fair to force them through just to make numbers up!
My airline also forces people to use them - not in the extreme of the OP but enough that people complain. Pax just like asking questions or having the human touch to confirm whatever it is they're thinking about flying.
Some pax genuinely don't want to use them and i don't think it's fair to force them through just to make numbers up!
[QUOTE=striparella]I like 'em, because as a check in agent, it limits the amount of times you're asked the same question about an upgrade over and over.
QUOTE]
I like them because I don't have to talk to a PO'd check-in agent who treats non-revs like dirt.
QUOTE]
I like them because I don't have to talk to a PO'd check-in agent who treats non-revs like dirt.
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[QUOTE=bafanguy]
No-one in my airline talks to non-revs like a piece of dirt - we've all been stuck some where and needed the help of the check in agent.
If you're entitled to an upgrade as a non rev like i am, whats to be pissed about?
You sound bitter and twisted to me!!!
Originally Posted by striparella
I like 'em, because as a check in agent, it limits the amount of times you're asked the same question about an upgrade over and over.
QUOTE]
I like them because I don't have to talk to a PO'd check-in agent who treats non-revs like dirt.
QUOTE]
I like them because I don't have to talk to a PO'd check-in agent who treats non-revs like dirt.
If you're entitled to an upgrade as a non rev like i am, whats to be pissed about?
You sound bitter and twisted to me!!!
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an interesting thread.
Iregularly fly BA, and usually check-in on line. However, i don't print my own bording pass - i pay enough that the airline can print one for me thanks very much!
I go to the airport and need to do 3 things: print boarding pass, print e-ticket receipt, and dropp off bag. Am I going to go to the machine first (as directed by the floating member of staff) followed by the 'fast' bag drop desk, or am I going to go directly to the propper check-in desk where I can also ask questions: is my flight on time?, what about my connection? have you loaded my special meal? - particularly when the queue for the fast bag drop is usually longer than that for the real check-in desk!
Iregularly fly BA, and usually check-in on line. However, i don't print my own bording pass - i pay enough that the airline can print one for me thanks very much!
I go to the airport and need to do 3 things: print boarding pass, print e-ticket receipt, and dropp off bag. Am I going to go to the machine first (as directed by the floating member of staff) followed by the 'fast' bag drop desk, or am I going to go directly to the propper check-in desk where I can also ask questions: is my flight on time?, what about my connection? have you loaded my special meal? - particularly when the queue for the fast bag drop is usually longer than that for the real check-in desk!
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bafanguy who has treated you like a piece of dirt? That is just not acceptable. I would never do that because I've been stuck and needed the help of a fellow airline employee to make a destination.
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Finals, Just to satisfy your need for a response, I was just going to let it settle but obviously you are of the type who prefers to throw insults so despite my better judgement here we go!!!
It is the nature of my job, I deal with people who are unhappy with an aspect of the service which my company provide on a regular basis be it a delay, poor check in experience or poor boarding areas etc. I personally feel a lot of it is down to people having either too high expectations to the point of being unrealistic OR they are simply looking for a problem and are unable to be reasonable. I do my best for them but if they wish to move on to another airline then there is little I can do as I feel they will have made up their mind long before they have brought their problem to my attention. I certainly will not do something beyond my means in order to win back their custom as the company would not want me to. I feel it leaves a bad presedence for future experiences. It is not a case of he who shouts loudest unless I particularly feels the matter merits it.
In theory I do agree with you, if you have paid a large sum of money...then yes, you do deserve the service. However, if it then becomes the companies policy to provide its service in a particular manner than so be it. You may not like it but the company is a company and it must do what is in its best interest to remain economical. Its not like they are asking you to pull your finger nails out.
Now if one cannot be encouraged to try something new then things will never change. If perhaps the checkin agent walked over to the self service machine with you, talked you through the process and then tagged your luggage up for you, would you be happy???
I dont think that by getting assertive with the person behind the desk, which always develops a small degree of unneeded stress for both sides, much is achieved. If the company wishes its agents to encourage customers to use the self service machines then try and appreciate this as they have a job to do. I am sure as an intelligent business man you can see where the company is coming from in its attempt to cost save, nobody likes it but its a sign of the age we live in. If a check in agent does actually tell you to bugger off and use the machine...then there is a problem. As you can tell I hate any form of rudeness to fellow humans! In this case USE YOUR FEET and walk to another airline next time. I would, I certainly would not get into the act of throwing my weight around.
Now I know the company I work for are not forcing this upon you at present. But perhaps it worries you to learn that T5 will indeed have a greatly reduced number of checkin desks with large numbers of SSCI's throughout the departures hall. Even its premium check in area is to have lots of them. Other things in the pipeline include not allowing check in agents or gate agents perform seat changes or entertain upgrades, all in an attempt to drill it into the customer that the human touch is of no advantage. It will always be slightly different for the premium customer, but the emphasis is there to encourage the use of Self Service whether we like it or not and there is really no point in getting hot headed about it.
Now, thats my two cents worth, no doubt you will ridicule it, and I do apologise for my poor spelling and grammer, it is almost 6am and Iv been up all night!!! I probably wont reply again as I feel enough has been said already and I do actually have a life outside of pprune!!!
It is the nature of my job, I deal with people who are unhappy with an aspect of the service which my company provide on a regular basis be it a delay, poor check in experience or poor boarding areas etc. I personally feel a lot of it is down to people having either too high expectations to the point of being unrealistic OR they are simply looking for a problem and are unable to be reasonable. I do my best for them but if they wish to move on to another airline then there is little I can do as I feel they will have made up their mind long before they have brought their problem to my attention. I certainly will not do something beyond my means in order to win back their custom as the company would not want me to. I feel it leaves a bad presedence for future experiences. It is not a case of he who shouts loudest unless I particularly feels the matter merits it.
In theory I do agree with you, if you have paid a large sum of money...then yes, you do deserve the service. However, if it then becomes the companies policy to provide its service in a particular manner than so be it. You may not like it but the company is a company and it must do what is in its best interest to remain economical. Its not like they are asking you to pull your finger nails out.
Now if one cannot be encouraged to try something new then things will never change. If perhaps the checkin agent walked over to the self service machine with you, talked you through the process and then tagged your luggage up for you, would you be happy???
I dont think that by getting assertive with the person behind the desk, which always develops a small degree of unneeded stress for both sides, much is achieved. If the company wishes its agents to encourage customers to use the self service machines then try and appreciate this as they have a job to do. I am sure as an intelligent business man you can see where the company is coming from in its attempt to cost save, nobody likes it but its a sign of the age we live in. If a check in agent does actually tell you to bugger off and use the machine...then there is a problem. As you can tell I hate any form of rudeness to fellow humans! In this case USE YOUR FEET and walk to another airline next time. I would, I certainly would not get into the act of throwing my weight around.
Now I know the company I work for are not forcing this upon you at present. But perhaps it worries you to learn that T5 will indeed have a greatly reduced number of checkin desks with large numbers of SSCI's throughout the departures hall. Even its premium check in area is to have lots of them. Other things in the pipeline include not allowing check in agents or gate agents perform seat changes or entertain upgrades, all in an attempt to drill it into the customer that the human touch is of no advantage. It will always be slightly different for the premium customer, but the emphasis is there to encourage the use of Self Service whether we like it or not and there is really no point in getting hot headed about it.
Now, thats my two cents worth, no doubt you will ridicule it, and I do apologise for my poor spelling and grammer, it is almost 6am and Iv been up all night!!! I probably wont reply again as I feel enough has been said already and I do actually have a life outside of pprune!!!
What worries me with all this automation everywhere in all industries (I'm an old cynical fart by the way), is that once all these jobs have gone there will be mass unemployment, no money and (for instance) no more passengers to use these automated check-in thingies! I do enjoy the option to check-in at home or at an airport self-check-in kiosk, but I do also seriously worry at the outcome of the unemployment it's creating.
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How do these machines weed out people attempting to check in who are too drunk to fly? How do they check that you are under your baggage limit? How do they check that you are who you say you are by looking at your passport?
As you might be able to tell, I've never used a self check in machine before, so I'm just trying to think of all the benefits that the human element of the checkin process provides, and wondering what we lose by these machines or how much later in the process undesirable pax can get before being weeded out.
As you might be able to tell, I've never used a self check in machine before, so I'm just trying to think of all the benefits that the human element of the checkin process provides, and wondering what we lose by these machines or how much later in the process undesirable pax can get before being weeded out.
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Originally Posted by silverelise
How do these machines weed out people attempting to check in who are too drunk to fly? How do they check that you are under your baggage limit? How do they check that you are who you say you are by looking at your passport?
As you might be able to tell, I've never used a self check in machine before, so I'm just trying to think of all the benefits that the human element of the checkin process provides, and wondering what we lose by these machines or how much later in the process undesirable pax can get before being weeded out.
As you might be able to tell, I've never used a self check in machine before, so I'm just trying to think of all the benefits that the human element of the checkin process provides, and wondering what we lose by these machines or how much later in the process undesirable pax can get before being weeded out.
If you've got a bag you have to go to a bag drop desk - that's when you sort out whether you've got excess.
The only trouble it causes it when sneaky US passport holders try and get their 15kg suitcase on as hand luggage as they don't think it's too heavy to check in, but we catch them at the gate.
And if you're drunk? You probably wouldn't be able to use the machine! Most sober passengers can't.
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How do these machines weed out people attempting to check in who are too drunk to fly?