Self-service check-in?

I like the completely automated system for LH in FRA, which includes automatic baggage drop. I like that I am not left completely alone in doing it and a friendly and professional LH representative is always nearby to provide assistance if needed.
I like to choose my seat, selecting it in the seat map visible on the screen.
I find it odd, though, that sometimes I am directed to baggage drop desks, where I have to queu and have to do the same things as if I´m checking in at a desk: presenting ID card and boarding card/ticket receipt.
I´d say we´re still in the infancy of automation as far as checking in is concerned.

The Air NZ system is working pretty well (http://www.airnewzealand.co.nz/before-you-fly/at-the-airport/domestic-check-in.htm), not sure if it was the forerunner of the system? Of course there are always staff around for issues and problems.

I am a big fan of technology, and anything that speeds up passenger processing, I think is a must especially in busy airports, I last used self service check in on BA, but was travelling domestic, with no baggage and the system seemed, to work fine, however, when I flying with hold baggage I still prefer someone to tag it for me, and thus still use the good old fashioned check-in for this. They are great for business passengers i think, but for leisure travellers, I think the jury is still out on this one.

Usually the bag drop queue is so long that unless you have carry-on only, it’s pointless. And if you want to get an exit row seat or an upgrade, you need to do so at a desk anyway.

Yep, I guess you’ve just started working with a handling agency!

Strangely enough I’ve worked with this company and done the self-service/CUSS machines for the airline I represent for almost 2 years, but in the past few days the machines have really been winding me up…lol! The problem is that the airline does not own the machines, they are owned by the airport, so it is their responsibility to get them fixed, and even when they do they work properly for a few days and then we begin to experience problems again.

Floorwalking is a crappy job, but the airlines insist on it.

Don’t get me wrong, I love floor-walking, but it just irritates me when the machines that are supposed to help speed things up at check-in can’t/don’t/won’t work and end up causing unnecessary hassle/stress for our passengers, who then decide to take it out on me!

As the passenger approaches, just kindly ask if they’ve checked in yet – harmless enough and not unreasonable. If yes then you can direct them to the correct check in desk (as all pax are magnetically drawn to the business desk !).

Thats what I do already, and I totally agree with you about passengers being magnetically drawn to the business desk, thats so true!

I like the sound of you, you sound like you have some passion and put yourself in the passengers shoes 😀

Thanks, yes I do have a lot of enthusiasm and passion for the job I do because at the end of the day I like helping people, and it gives me great satisfaction in knowing that I have be able to assist someone, which in turn motivates me even more to provide the same consistent level of service for all the passengers I meet.

Yep, I guess you’ve just started working with a handling agency !

Floorwalking is a crappy job, but the airlines insist on it. A certain British Airline is mad keen on it.

If anyone is flying over the Atlantic, forget it and just sent them to the check in desk and save everyones time. The APIS on most terminals is shocking.

Look at it as a positive, and not a negative and you won’t get yourself down about it.

As the passenger approaches, just kindly ask if they’ve checked in yet – harmless enough and not unreasonable. If yes then you can direct them to the correct check in desk (as all pax are magnetically drawn to the business desk !).

If the passenger says no, just ask ‘do you want to use our check-in machines, then you can chose your own seats’. No reasonable person will refuse this, and you’re telling the truth.

If they say ‘No’ then you have two options, if they are not able to do it themselves then you’ll just have to help them. This won’t be too many people in reality. If they are really stand-offish then you just need to resort to facts and point out there are no check in desks, only bag drops and they’ll have to do it.

Remember if a passenger complains that you made them use a check in machine, this is exactly what the airline want you to do.

I like the sound of you, you sound like you have some passion and put yourself in the passengers shoes 😀

Paris CDG seems expecially bad for this.

Among many other things … :rolleyes:

I was thinking, didn’t we discuss this recently? But I see discussion was terminated…

http://forum.keypublishing.co.uk/showthread.php?t=96026&highlight=CUSS

Try to use them when flying only with a carry-on. Problem I experience time and time again is the problem these machines have with code-sharing tickets and flights.

Often the machines are positioned in the wrong places, not in the logical path of entering the airport and going towards the security checkpoint, but somewhere towards the regular counters.

The non-standardized user interfaces still leave a lot to be desired, touch-screens used are too small, too dark, too slow. Though they are not as bad as those railway ticket machines! Especially with those RFID passports ID’ing could be done much faster.

Funny, best machine I encountered so far was in Moscow Domodedovo, an S7 flight.

I dislike them too, for all the reasons abover + one:

Flying internationally with Delta, from the US to Europe, they wanted me to use one of those kiosks, which, of course, could not issue anything as the luggage was 2 pieces, but thanks to frequent flyer status was also free, and because the flights were on 2 calendar days… I always end up being sent at the desk, so it is just a loss of time.

From experience, on intra european flights with LH though, it seems to work pretty well, provided you travel with handluggage only..

I like the completely automated system for LH in FRA, which includes automatic baggage drop. I like that I am not left completely alone in doing it and a friendly and professional LH representative is always nearby to provide assistance if needed.
I like to choose my seat, selecting it in the seat map visible on the screen.
I find it odd, though, that sometimes I am directed to baggage drop desks, where I have to queu and have to do the same things as if I´m checking in at a desk: presenting ID card and boarding card/ticket receipt.
I´d say we´re still in the infancy of automation as far as checking in is concerned.

These things are a waste of time for reasons already stated – one has to go to the bag drop anyway.
I don’t think I’ve ever used one that hasn’t crashed half-way through or referred me to the ckeck-in counter, or which does not work in the first place. Paris CDG seems expecially bad for this.
Why not just check-in the old-fashioned way?

And then watch as it issues you a boarding card for a completely different seat ! 😡

on a Kingfisher flight few months back it issued me a boarding flight to a different continent. 😎

I’m quite happy to use self-service kiosk checkin if its there and if there’s no queues for the machines – most of the time! However, I don’t see the point of it when I then have to stand in another line to check a bag – I might as well just stand in a line and checkin over the counter in the first place. I usually hedge my bets – if there are queues for the CUSS I’ll use the desk, and vice versa. However, as I am gold with star alliance I can usually find a priority desk with short(er) queues, so the desk option often wins out.

I believe, however, that CUSS is an idea that’s largely had its day. The devices are expensive, and cannot complete the entire process, primarily as (a) passengers cannot be left to affix bag tags unsupervised and (b) there is still a requirement to visually match passengers to their form of ID (OK, this can be done elsewhere). Anyways, OLCI is the upcoming checkin method as it offers convenience and simplicity for most passengers without the industry needing to spend on bespoke equipment to install in terminals. The industry will continue to move towards that method and use desks as bagdrops.

Andy

The good thing is you can choose your own seat.

And then watch as it issues you a boarding card for a completely different seat ! 😡

Most of the time they do not work, the touch screen takes you somewhere else, it does not recognize your PNR and all sorts of things.

One of the most common things i have seen people ask is that if they have to go drop the luggage at the original counter, why bother with the machine first.

I personally have not had good experiences with self-check in machines as they seem to be far from perfect at the moment.

No real problem with them (Once they were able to use any credit card to confirm your ID and not just the one you booked with – PITA for those on corporate bookings!), in fact in some circumstances preferrable

The good thing is if you only have hand luggage you don’t have to wait in a long queue (often multi-flight) and you can choose your own seat. Of course, if you do have hold luggage, you tyhen have to go and join the ‘Fast’ bag drop queue anyway!!

That said, I check in online most times these days, so bypass that part altogether!

Well, I must say that 50% of the time I had to go to the check-in desk anyway.
Machine unable to read my card, machine out of paper etc…

Anyway I prefer to deal with a real person and I’m fed up with those “do-it-yourself” things a the supermarket, gas station , airport and so on.

It’s no real benefit for the customer and the main aim is to cut jobs.

Hi all,

I would like to ask for people’s opinion on the use of self-service/CUSS (Common User Self Service) machines when checking-in at an airport…

Have you ever used them, and what are your experience/s (good or bad) when you use/d them?

The reason I ask is because I work as a Passenger Service Agent (check-in agent), and I am often assigned to stand out at the front of the check-in area and ask passengers to check-in using these machines, and a lot of the time I find that passengers dislike using them.

There are several reasons for this, ranging from the fact that the machines are sometimes slower or end up crashing half-way through the check-in process or they simply cannot check people in for whatever reason and flash up with a message saying “Please check-in at a counter!”…which annoys passengers as they feel they have wasted this time when they could have simply gone to a counter in the first place!

The airlines say its easier for passengers to check-in using the machines, however, I know that one of the main reasons they get passengers to use them is because its cheaper for them in terms of costs…

Also, from another point of view, how long do you think it will be before this type of technology (and the use of online check-in) will end up making a job like mine obsolete, or will there always be a need for human interaction?

Would appreciate your opinions/thoughts on this.:)

Ah the joys of floor walking! I do this most days aswell for the airlines that use it at NCL, in my experience most passengers dont like using them often perffering face to face contact at the check in counter! I hate the feeling when you send a passenger back to use the machines then they come back when it doesn’t work!

I have mostly had bad experiences myself.

I have a long name that won’t fit in most computer systems. Therefor the name on my passport is different from the name used on my bank account/creditcard. To top it of, most airlines have less space for names then my bank, so the airline gets another name altogether. So when travelling I go under three names, not even counting names for insurance policies, car rentals, hotels etc.

This means that the self-check in never seems to recognise me. Even if I swipe the passport or the frequent flyer card (KLM Flying-Blue) the system won’t check me in and refers me to the desk.

I have started to use the check in machines but must say if I can I check in at a desk, face to face with a real person I do. I have no real problem with self service check in. I guess I just prefer the old way.

Maybe people are a touch worried about the “responsability” of doing something, which until recently has been done for them? And with no real understanding of what the check in agent was doing typing away behind that desk we just think “ahh I would prefer them to do it”.

Also, again they don’t seem to be the most reliable of contraptions. I have had a few blank passes spat out at me, and made the odd one or two crash. They also don’t seem to like complex routings.

I think there will always be a need for a human to watch over the check in area if the machines take over, so I can’t really see a point to them. Even more so when you have to check your bags with a real person after the “fully automated experience”. I find it funny how bmi see face to face check in as a perk reserved for there elites, while a regular Joe Shmoe has no option but to use self service!!! Looks like they don’t have much faith in there automated service!