Originally Posted by
jeffrocowboy
Hi,
the new process for checking in bags (i.e. customers scanning bag tags while dropping off bags) looks like a recipe for disaster when it's busy. Some people still have trouble with the kiosks! Not sure how this new requirement will be coped with.
It used to be bad enough just lining up to drop off the bags.
Can't quite see how this enhances the customer experience. It only seems to free up an AirNZ member from scanning behind the scenes.
Premium desk is of little assistance I find, it's too slow usually.
It’s NEVER been about enhancing the customer experience. I am one of the people who has trouble with the kiosks...last time I was is AKL 4 kiosks malfunctioned while I was in the process of checking in, and I was locked out. More than half the machines were out of order. And how many staff were there? NONE. Even though I am not an exalted airnz FF, I had no choice but to go to the Premium desk where a patronising supercilious agent claimed to be able to solve all my problems: she did not.