Originally Posted by
entropy
I never had that issue with UA.
I have my share of CO grumbles, but this definitely was a PMUA issue too. At JFK checking for a p.s. C flight one time the agent really wanted me to use the kiosk, but ultimately relented, explaining that they were measured by station and by shift on their self-serve percentage. So by being friendly and helpful and having human interaction with me she was actively hurting one of the metrics they were being judged by.