Slow Premium Check In

Discussion in 'Open Discussion' started by Mrmaxwell, Feb 17, 2017.

  1. Mrmaxwell

    Mrmaxwell Active Member

    May 18, 2007
    915
    209
    SYD
    Something has been bothering me and I know all you folk in here will steer my thoughts along the right path.

    My last few check in experiences using the F/J check in desks of OW carriers have been very slow. I have somehow managed to get unlucky the last three trips and line up behind some PAX (either solo or with a gazillion family members) where something has gone wrong and resulted in a 10-15min wait. While this is frustrating the more frustrating experience has been the lower class check in desks not calling me and continuing to serve the Y line while looking right me leaving to wait in my premium line. I won't name carriers but it happened ex SYD, MNL and HND. I even mentioned last time to the F check in person why can't Y check in serve me and was told they are unable?!? MNL was particularly frustrating as about 30 Y PAX were served in the time I was waiting and going nowhere.

    Is this a first world problem I should just suck and keep on waiting merrily knowing a nice lounge awaits me shortly....?
     
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  2. ozmille

    ozmille Established Member

    Aug 20, 2010
    2,587
    315
    NSW Southern Highlands
    at SYD as SG I have been called forward to F and Y+ counters if the J ones move too slow (which they really really do)
     
  3. Sdtravel

    Sdtravel Active Member

    Dec 8, 2013
    879
    229
    #3 Sdtravel, Feb 17, 2017
    Last edited: Feb 18, 2017
    Ive found that at times. I have used the premium or business checkin and seen the Y queues fly by simply because they have more staff handling them.

    To reduce the staff needed and not have idle staff the premium checkin is often responsible for a greater number of pax types. Eg Business checkin does all status pax as well as those in J.

    Premium checkin need to spend a few more seconds with status pax such as handing out express cards, explaining lounge locations, tagging priority ect. Not a lot but adds up. There is also perhaps more time taken to give premium pax a little bit of love to ensure they feel appreciated.

    Just some of my random thoughts and ramblings.
     
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  4. OzEire

    OzEire Established Member

    Aug 4, 2013
    1,246
    609
    CBR
    I have no idea which airline or group OP is referring to. I am happy to name and shame VA for this practice. Many is the time I have waited at the front of a premium line while the sole premium agent has disappeared and with Y pax merrily called forward.

    The best is when the premium agent has to go away and assist a (junior/less experienced) colleague at the Y desk or Y pax with some complex issue are sent to the premium check-in agent, bumping J and status pax who are left waiting.

    Yes VA sometimes plays the premium game brilliantly - other times it (reverts to its LCC roots?) just seems too hard to offer anything special.
     
  5. wandering_fred

    wandering_fred Established Member

    Jun 12, 2006
    2,033
    559
    country WA
    I'm probably the reason that the OW airlines no longer through check baggage on separate PNRs thus slowing down the premium checkins. However in the USA my checkins have been rather more mundane and thus quick. Though AA was far the worst example I have ever seen, where I was lined up and both premium agents (and this well out of sight of the "normal" checkin) were happily checking in pax with the accompanying medium size dogs complete with kennels. Perhaps this is why I seem to recall a thread about pets only being carried as cargo now.

    Happy wandering

    Fred
     
  6. Mrmaxwell

    Mrmaxwell Active Member

    May 18, 2007
    915
    209
    SYD
    As annoying as it can be I'd have less issues with this kind of delay because I can see what the hold up is (human condition?). It is the very mundane hold ups that bother me - no one moving, not much happening, an agent just clicking around on their terminal for an eternity, the occasional phone call to supervisor, more clicking, Y check in agents smiling at you and then asking for the next Y pax, more clicking, and then no apology or acknowledgement that I just stood at the front of queue for ten mins.
     
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