Originally Posted by slippahs
I thought about this a bit more and shouldn't such a self-service feature justify the laying off of phone agents? I, by all means, appreciate this new feature, but am still weary of cost cutting measures that would do away with a friendly voice that I could talk to anytime of the day re: my itineraries.
aloha
You are probably correct....
However, these things don't always work as planned. The new electronic check-in at my local airport, for example, was surely designed to reduce the needed number of gate agents. However, the things were so confusing, there were far more gate agents than usual helping people figure them out!