Qantas forcing everyone to use self-service check-in kiosks in AKL

[justinbrett]

Just noticed that they called out which lounge to use in the service information part of the ticket.

Which I’ve just found out is quite necessary.

I haven’t flown out of AKL on QF for many years. I was flabbergasted that as a WP flying J, I was forced to check in via self service and tag my own bag. What is this, Jetstar?

I went to the area marked business and queued, asked to check in and was flatly told no, I must use self service.

There was nobody at the escalators this morning (5am) so I guess they’re hoping people read their boarding passes.

But honestly not impressed with the QF experience this morning. I have an international connection in SYD so I much prefer to speak with a human about my booking.

 

[Ansett]

I have a dislike of automated Kiosks; I too much prefer to talk to a human being.

 

[CMA222]

Which I’ve just found out is quite necessary.

I haven’t flown out of AKL on QF for many years. I was flabbergasted that as a WP flying J, I was forced to check in via self service and tag my own bag. What is this, Jetstar?

I went to the area marked business and queued, asked to check in and was flatly told no, I must use self service.

There was nobody at the escalators this morning (5am) so I guess they’re hoping people read their boarding passes.

But honestly not impressed with the QF experience this morning. I have an international connection in SYD so I much prefer to speak with a human about my booking.

When I passed through ALK this week I headed to the J check-in counter to get a paper boarding pass, after checking in on-line. The QF staff said I had to use the kiosk to print a boarding pass which was basically the equivalent of checking in again. I handed them my passport and it was obvious they were very reluctantly doing me a favour. The other staff stood and watched. Down to OneStar service from a supposed full service airline. I miss Emirates flights between SYD and ALK when there was real service for J passengers.

At least the use of the Emirates lounge is an improvement over the old "cupboard" in the QF lounge. Of course, there must be a strict budget set by QF as the food was good but the selection was not what is normal in EK J lounges. Pasta, vegetarian food and a chicken dish but no other meat. Only one choice of NZ "bubbles", not the usual (for EK) choice of premium French brands.

 

[Larko1]

When I passed through ALK this week I headed to the J check-in counter to get a paper boarding pass, after checking in on-line. The QF staff said I had to use the kiosk to print a boarding pass which was basically the equivalent of checking in again. I handed them my passport and it was obvious they were very reluctantly doing me a favour. The other staff stood and watched. Down to OneStar service from a supposed full service airline. I miss Emirates flights between SYD and ALK when there was real service for J passengers.

At least the use of the Emirates lounge is an improvement over the old "cupboard" in the QF lounge. Of course, there must be a strict budget set by QF as the food was good but the selection was not what is normal in EK J lounges. Pasta, vegetarian food and a chicken dish but no other meat. Only one choice of NZ "bubbles", not the usual (for EK) choice of premium French brands.

Have never had a problem getting BP's at the lounge.

 

[Speedbird001]

I have a dislike of automated Kiosks; I too much prefer to talk to a human being.

Indeed. They are too unreliable.

An agent had the temerity the other week to tell me why I was running late and I risked the flight being closed.

Perhaps if I hadn't had one machine issue me with a completely different pax and route's BP, and hadn't had to wait for the agent himself, I wouldn't.

I was 50 minutes prior to departure at the first faulty machine but why use up time and risk ire litigating the point at 07h00 SYDMEL.

 

[justinbrett]

Well my bag came out first in HND, and I was worried it wasn’t going to make the connection at all, so perhaps it’s not all bad.

 

[wandering_fred]

I wonder what wheel chair assistance passengers will be expected to do?
Quit wandering?
Fred

 

[Quickstatus]

This appears to be an improvement. Prior to this it was just a bundle of rights....

Full service airline?.

 

[Flyfrequently]

I haven’t flown out of AKL on QF for many years. I was flabbergasted that as a WP flying J, I was forced to check in via self service and tag my own bag. What is this, Jetstar?

I went to the area marked business and queued, asked to check in and was flatly told no, I must use self service

But honestly not impressed with the QF experience this morning.

Agree completely @justinbrett

I much prefer to speak with a human about my booking.

This was our experience at BNE 3/52 ago. The "grumpiest" lady on the J desk flatly stared us down and rudely sent us in the direction of the kiosk.
Our question about the oversize baggage was ignored.

But, when the self service machine didn't work, the "loveliest" lady came to our aid and assisted us, and then happily took us to oversize baggage without us asking her to.
She did an eye roll when we told her about our experience with desk lady.
Think she knows her form!

 

[cavemanzk]

I believe is partly AIAL (Auckland International Airport Limited) being part of the issue here too, they are encouraging it.

When the new check-in area opens in the common years, apparently they are going to a common kiosk any airline / any bag drop approach.

Will see how long NZ tries to hold out with their own check-in area, although the Prem Check-in is just a over crowed room with kiosks.

Along way from when QF used to have its Prem Check-in in its own room at AKL

 

[mbell1510]

When I flew out from BNE on Qantas a few months back the premium lines at least on that day in the international terminal only had self-serve kiosks, DIY bag tags and bag drops. Probably takes longer from a passenger point of view if you still have to wait in line while the helpless passenger fumbles their way through the process but saves our beloved national carrier some coin.

 

[justinbrett]

I believe is partly AIAL (Auckland International Airport Limited) being part of the issue here too, they are encouraging it.

When the new check-in area opens in the common years, apparently they are going to a common kiosk any airline / any bag drop approach.

Will see how long NZ tries to hold out with their own check-in area, although the Prem Check-in is just a over crowed room with kiosks.

Along way from when QF used to have its Prem Check-in in its own room at AKL

They already have the common kiosk. Have to select from a list of airlines both at check in and bag drop.

 

[Collodi]

And to think it wasn't all that many years ago QF had a premium check-in "suite" there.

 

[NZflygirl]

Yeah got a surprise months ago when I rocked up to Auckland airport to check-in. I don't understand why they bother having a "business desk" when all they do is turn people to the kiosks. Might as well fire the dead weight. There was a single agent at the main kiosk desk with a queue. The colleagues behind the business desk did not come out to help. I've seen that a couple times now.

Then you get kiosks that aren't working properly but the only agent on in the morning is dealing with other people. It's a terrible system that makes the check-in experience awful. In Sydney etc I love the bag drop with the Q tags. But we don't have that capability in Auckland. And I know they're phasing it out.

I'm annoyed at it. But I can't do anything about it. Qantas should at least make the business agents do some work. Something along the lines of customer service maybe? I've had issues at Syd domestic and it is hard finding someone to help you. There aren't enough agents. Get told "oh, maybe it's changeover of shift" I just want a seamless experience. Have had the same issue at T1 in Perth with VA. I guess they're trying to automate check-in so they don't have to pay wages but in doing so they're coughping on the customer experience. However I haven't had the experience where the business desk turns you away. That seems to be uniquely Auckland Is it worthwhile making formal complaints to Qantas?

 

[anat0l]

I believe is partly AIAL (Auckland International Airport Limited) being part of the issue here too, they are encouraging it.

When the new check-in area opens in the common years areas(?), apparently they are going to a common kiosk any airline / any bag drop approach.

Will see how long NZ tries to hold out with their own check-in area, although the Prem Check-in is just a over crowed room with kiosks.

NZ should be able to have some ability to weigh into this, or get someone to throw weight into this. I'm sure that if AKL want to force this on them, NZ can tell them to go to hell and then some. Either that or AKL will extract an exorbitance out of NZ to allow them their own exclusive area.

Other airlines, including QF, may be attractive to AKL but lack the same forcing power.