Originally Posted by
smartinez
But seriously - is there some queuing expert consultant who is telling United (and other companies apparently) that this is a good idea? Is there any upside I'm just not seeing? Is it supposed to be less institutional or something?
My only attempt at rationalization for it is that it's intended to make you feel more "special" and less like a cog in the machine perhaps with a nod to 'we know you've been here before and can figure out what you need to do'... you know, since queues don't have the air of a premium experience but a mini-mob does.
At EWR my first several times using EWR as an origin (as a Plat), I found the pen confusing because the signs above each kiosk is tier specific (like "PREMIER 1K" "PREMIER PLATINUM" "PREMIER GOLD/SLIVER" "BUSINESSFIRST") Plat (labeled) kiosks were in use... Wasn't clear if I was supposed to wait for one of my tier so I just grabbed an open kiosk... and have continued to do that with no ill effect, but I'm still not sure if that's what United intends or not.