I wonder if anyone has the same observations. CX check in desks at YYZ is a mess at the moment, especially during the afternoon when the afternoon flight operates. Not only is it crowded due to the fact that passengers are asked to use the self service machines followed by self tag and drop, there seems to be no more check in desks for Economy and Premium Economy? Instead the desks are marked "Kiosk Assistance" (whatever that means).

I accompanied my parents (Marco Polo Green members) and proceeded to check-in at the Business Class counter in accordance with the signs clearly posted. The CX staff at the counter told them that they should line up in the Economy Class line next time since the Business Class counter was only for Silver members and above and that she would make an exception this time and help them process their check in. My immediate response in Cantonese was "your sign clearly says "Marco Polo Club" and she replied in Cantonese, "the sign is wrong". And at that point I said, "then you should reflect this to your company" and she said they already have. She made it seem like she was being nice and doing us a favour.

Two days later when I checked in for my flight at the same counter, I saw the gentlemen next to me get the same comment from the staff at the check in desk and she refused to process his check in for him and asked him to go use the self check machine. His response was pretty much the same as mine. I think this happens on a daily basis and they are pissing passengers off.

I thought these signages are all somewhat new so how could they be wrong? They're clearly different than the signs for boarding, which clearly lists out Green members are to line up with Premium Economy passengers while Silver member sand above can board with Business Class passengers.

I'm not sure if this problem is specific to YYZ or across all outports.