Originally Posted by
rxgeek
I have never worked at a company where you may refuse your name when asked. As usual, it is the cover-up that gets you in trouble. The agent may not get reprimanded for disagreeing with the pax, but should for refusing his name or employee.
Is it not the weirdest thing? If it is the demand of the union they clearly don't understand the value proposition of their people.
Automation that checks-in passengers, board flights and compare and check ID with faces can all be done with automation and does not require a human. A good IT/software development group can easily automate all of these interactions.
Having a real person boards the flight, scans the boarding pass and interacts with the customer is all about the customer experience and the humans like interacting with humans. It provides a friction-less way of resolving issues and problems that passengers may encounter. The union should be demanding their staff wear name tags and have time to have positive interactions with customers.