- Joined
- May 11, 2011
- Posts
- 2,293
- Qantas
- Platinum
Afternoon All,
Sleepy Adelaide on a Sunday morning ... go to use NextGen Check-In, first machine rejects my card, second refers me to the "Service Desk". Have a bag to drop so I can't just head to the Lounge.
Wander down to "Premium Check-In" and it is a zoo (without the pandas!). Queue back to the ropes. Non Premium snakes around and looks about the same. There are three desks open (see photo below).
Slowly, inch forward. Couple behind concerned they'll miss their flight which is connecting in to BA16 and F to London - great start for them ... not. They summon one of the floor walkers who agrees to try to check them in "you continue to queue and one of us will get there first, your flight is 20mins late so we won't have a problem".
Just before arriving at desk, I glance back and see queue is still back to the ropes.
Jovial interaction with the check-in agent.
Me: "Sorry, tried to lighten your load by using NextGen but the system referred me to you guys."
She: "That's because it's asking if you want to travel earlier."
Me: "That nice, but I'll decline thanks. Have work to do in the Lounge. I've never seen such a Premium Queue before - must be why QF are returning to profit."
She: "It would be great if we had the staff to process it. As much as we provide feedback on the issue for our premium passengers, it's like this at times like this."
By "times like this" I took it to be that most were checking in for flights to either SYD or MEL to connect on to International Flights ... judging by the number of passports being flouted and the number of bags being checked.
So, some feedback for Red Roo ....
1). Is there anyway that the message provided back on the NextGen screens can differentiate between geniune issues with a check-in attempt and the option to move forward? (If I'd have known this and it's possible, I'd have simply checked the bag and headed to the Lounge) - lightening the load on the wonderful staff.
2) If QF - understandably - ferry their passengers through their International Hubs, then have they considered the impact on their Premium Passengers by cutting back on check-in staff as they rolled-out NextGen and made allowance for particular peak-times?
I realise 2) is probably an issue only for an hour or two at peak times, however maybe they need to just review their staffing assignments to move at least one of the floor walkers (there were at least two that I could see at this time) back behind the check-in desks during this period. I should imagine it's bad enough being told by QF that they're ignoring your home as an International gateway, this is then exacerbated if, first contact, you're forced to be concerned at missing check-in due to QF "initiatives". If it were me, I'd be wondering why I was using the Roo when alternatives would have their Premium queues manageable due to dedicated flights from places like Adelaide, Perth etc etc.
Regards,
BD
Sleepy Adelaide on a Sunday morning ... go to use NextGen Check-In, first machine rejects my card, second refers me to the "Service Desk". Have a bag to drop so I can't just head to the Lounge.
Wander down to "Premium Check-In" and it is a zoo (without the pandas!). Queue back to the ropes. Non Premium snakes around and looks about the same. There are three desks open (see photo below).
Slowly, inch forward. Couple behind concerned they'll miss their flight which is connecting in to BA16 and F to London - great start for them ... not. They summon one of the floor walkers who agrees to try to check them in "you continue to queue and one of us will get there first, your flight is 20mins late so we won't have a problem".
Just before arriving at desk, I glance back and see queue is still back to the ropes.
Jovial interaction with the check-in agent.
Me: "Sorry, tried to lighten your load by using NextGen but the system referred me to you guys."
She: "That's because it's asking if you want to travel earlier."
Me: "That nice, but I'll decline thanks. Have work to do in the Lounge. I've never seen such a Premium Queue before - must be why QF are returning to profit."
She: "It would be great if we had the staff to process it. As much as we provide feedback on the issue for our premium passengers, it's like this at times like this."
By "times like this" I took it to be that most were checking in for flights to either SYD or MEL to connect on to International Flights ... judging by the number of passports being flouted and the number of bags being checked.
So, some feedback for Red Roo ....
1). Is there anyway that the message provided back on the NextGen screens can differentiate between geniune issues with a check-in attempt and the option to move forward? (If I'd have known this and it's possible, I'd have simply checked the bag and headed to the Lounge) - lightening the load on the wonderful staff.
2) If QF - understandably - ferry their passengers through their International Hubs, then have they considered the impact on their Premium Passengers by cutting back on check-in staff as they rolled-out NextGen and made allowance for particular peak-times?
I realise 2) is probably an issue only for an hour or two at peak times, however maybe they need to just review their staffing assignments to move at least one of the floor walkers (there were at least two that I could see at this time) back behind the check-in desks during this period. I should imagine it's bad enough being told by QF that they're ignoring your home as an International gateway, this is then exacerbated if, first contact, you're forced to be concerned at missing check-in due to QF "initiatives". If it were me, I'd be wondering why I was using the Roo when alternatives would have their Premium queues manageable due to dedicated flights from places like Adelaide, Perth etc etc.
Regards,
BD