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!
Sign In
