Comments on: Woman v. Airline Ticket Kiosk http://www.voxinc.com/blog/woman-v-airline-ticket-kiosk/ Our day-to-day notes on the Customer Experience Sat, 05 Jul 2008 21:19:47 +0000 http://wordpress.org/?v=2.5.1 By: Pat http://www.voxinc.com/blog/woman-v-airline-ticket-kiosk/#comment-3740 Pat Fri, 29 Feb 2008 16:49:27 +0000 http://www.voxinc.com/blog/woman-v-airline-ticket-kiosk/#comment-3740 I've been in and out of a lot of airports during the past couple of years and the baggage check-in procedures seem to vary with each one, according to the size of the airport and the passenger traffic. As you pointed out, the check-in process can be quite confusing if you're checking luggage. No matter what, you have to give your bag to airline personnel. So have you saved any time by using a kiosk? Not really. And if your flight has been cancelled or you need to standby for an earlier or later flight, the kiosks really can't help you speedily--if at all. On the other hand, you can't beat them if you haven't checked in online and have only carry-on bags. I've allowed that to be my best-use practice when it comes to these machines. I’ve been in and out of a lot of airports during the past couple of years and the baggage check-in procedures seem to vary with each one, according to the size of the airport and the passenger traffic. As you pointed out, the check-in process can be quite confusing if you’re checking luggage. No matter what, you have to give your bag to airline personnel. So have you saved any time by using a kiosk? Not really. And if your flight has been cancelled or you need to standby for an earlier or later flight, the kiosks really can’t help you speedily–if at all.

On the other hand, you can’t beat them if you haven’t checked in online and have only carry-on bags. I’ve allowed that to be my best-use practice when it comes to these machines.

]]> By: Dan Limbach http://www.voxinc.com/blog/woman-v-airline-ticket-kiosk/#comment-3703 Dan Limbach Tue, 26 Feb 2008 16:52:24 +0000 http://www.voxinc.com/blog/woman-v-airline-ticket-kiosk/#comment-3703 The kiosks are ideal when you can travel with carry-on bags only. I love the kiosks, because they save me a lot of time, and I am more sure of not being bumped vs. if I had to wait in line behind others booked on my flight. Essentially, I jump ahead of everyone witing to check in at the counter. I would also recommend that people check in remotely within the 24-hour pre-flight window. You can print your boarding pass at home, and sometimes even secure a better seat. Most larger trade shows and conferences have computer terminals which allow travelers to print baording passes before leaving for the airport. This is especially true if you can get into the press room. They always have computers with Internet access and printers. The kiosks are ideal when you can travel with carry-on bags only. I love the kiosks, because they save me a lot of time, and I am more sure of not being bumped vs. if I had to wait in line behind others booked on my flight. Essentially, I jump ahead of everyone witing to check in at the counter.

I would also recommend that people check in remotely within the 24-hour pre-flight window. You can print your boarding pass at home, and sometimes even secure a better seat.

Most larger trade shows and conferences have computer terminals which allow travelers to print baording passes before leaving for the airport. This is especially true if you can get into the press room. They always have computers with Internet access and printers.

]]> By: Maria http://www.voxinc.com/blog/woman-v-airline-ticket-kiosk/#comment-2966 Maria Wed, 19 Dec 2007 19:18:03 +0000 http://www.voxinc.com/blog/woman-v-airline-ticket-kiosk/#comment-2966 I agree, Jeannie! I think the kiosk is a fantastic idea but you're not always sure what's going on on-screen. Plus it never told you that luggage tags were printing out somewhere. So when i started to walk away and someone started calling my name (the airline rep behind the counter 50 feet away), I was startled. But i got my tags and went on my way, assuming where i should take my luggage. In a case where airline travel is harried anyway, reassurance and extra attention to providing directions will improve this customer experience! I agree, Jeannie! I think the kiosk is a fantastic idea but you’re not always sure what’s going on on-screen. Plus it never told you that luggage tags were printing out somewhere. So when i started to walk away and someone started calling my name (the airline rep behind the counter 50 feet away), I was startled. But i got my tags and went on my way, assuming where i should take my luggage. In a case where airline travel is harried anyway, reassurance and extra attention to providing directions will improve this customer experience!

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