Originally Posted by
flatlander
Well, just think of it this way:
Assume you've got a flight with 200 people on it who want to check something in, 3 agents, 2 hour checkin window. So each agent has to handle 66 people in 2 hours. Clearly they don't arrive nicely spaced out but even if they do that's about 2 minutes per person. Pushing it a bit, especially with multiple bags, children, faffing, overweight, etcetcetc.
Then I rock up and can't check in because my OTP-LHR-HEL-JFK-ORD-LAX-PHX-ABQ-SJC-...-BBQ itinerary across 4 carriers hasn't been reticketed properly. Agent #1 spends 45 minutes sorting the mess out (not an exaggeration from a real situation with a slightly simpler itinerary). Agents 2-4 fail to check in the growing queue and the last people miss the flight. Agent 1 hates me and BA. Agent 2-4 think "there but for the grace of deities go I". 75% of pax dislike BA. 25% of pax really hate BA. Next day there's several column inches in the Independent (Calder) or the Guardian (Tims) about how hard-done-to those people are and how BA should have a separate desk for problem nutters like me.
But that isn't how it works at T5 - there are more than 3 agents in any one section and with the introduction of self bag drop, its becoming more likely you'll have zero interactions with check-in staff. Amalgamating the roles into the same desk just make sense. Nothing bugs me more than the 'I can't deal with that walk over to that desk so someone with the same systems can do it and then come back and see me' approach.
Alas, its just a rumour as the OP points out, but it could be a good move for BA and empowering to the staff.