Originally Posted by OMAguy
but have those early morning rushes been during the summer? for those who fly on a regular basis, the two step process is easy to understand. however put a lot of people who dont fly regularly in the middle of the situation and it turns chaotic. i am specifically refering to the summer travel season. i see it everywhere i go during the summer -- people dumbfounded as to what to do with a kiosk and just stand in line waiting and waiting and waiting for a rep. at least AS was smart and put the kiosks away from the ticket counters. i see it a lot in florida as well -- lots of people in line and none of the kiosks being used.
It has been my observation in ANC that when it gets chaotic the issue is not enough agents rather than confusing check in procedures. I have seen crazy busy mornings when a couple of tour buses have dropped off cruise passengers flying home and never have the lines or chaos come close to what I have witnessed in SEA. Even when ANC is understaffed.
My biggest gripe in SEA is that all of these people line up, yet very few are utilizing the empty screens at the counter, they are all standing, waiting for an agent. Then, once they've checked in, they stand, blocking the screen while their bags are processed.
THere appears to be plenty of agents in SEA, just limited contact area. The agents in SEA seem to spend a lot of time directing people on how to check in on the screen. It is still a two step process in SEA, just no space between the steps. In ANC when it is crazy busy they have one agent walking around telling people how to use the kiosk then move on to checking their bags. People seem to understand.
I like the "airport of the future" although I didn't realize that was what it was called! I hate having to check baggage in SEA, what a nightmare by comparison! Here is the biggest beef I have, I am often pushing the envelope for that 1/2 hr mark to get your boarding pass, in ANC, even with baggage, I can get a boarding pass when I show up. In SEA (& elsewhere) I have to stand in line and wait until they are checking my bags before I can get my boarding pass.
Alison