Checking in baggage at Auckland domestic new process
#1
Original Poster
Join Date: Jun 2008
Location: Auckland
Programs: NZ Elite Partner/Silver (in own right), PR Classic, QF Bronze, UA Member, VA Red
Posts: 1,551
Checking in baggage at Auckland domestic new process
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.
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.
#2
Join Date: Aug 2016
Posts: 229
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.
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.
#5
Join Date: Apr 2016
Posts: 777
My partners name has a hyphen in it so Air NZ's automated systems refused to do anything for her. She cannot check-in online or check-in at a kiosk and must always see a staff member to get them to manually do it, which is a hassle when they tend to be so hard to find. Pretty poor really, but understandable I guess given the age of their IT systems.
#6
Join Date: Jan 2012
Location: Christchurch, NZ
Programs: NZ *E, QF Gold, Hertz President’s Circle, Accor Gold, PanPacific Platinum
Posts: 743
My partners name has a hyphen in it so Air NZ's automated systems refused to do anything for her. She cannot check-in online or check-in at a kiosk and must always see a staff member to get them to manually do it, which is a hassle when they tend to be so hard to find. Pretty poor really, but understandable I guess given the age of their IT systems.
#10
FlyerTalk Evangelist
Join Date: Mar 2005
Location: WLG/BKK
Programs: TG*G, NZ*GE, QF G, Accor Gold
Posts: 10,116
A cynic might say Air NZ is trying to capture 'lost' ancillary revenue - bags being over weight.... perhaps too many folks dropping bags over 23kg? or worse, over 32kg which needs 2 staff to lift.
#11
Join Date: Apr 2013
Location: New Zealand (most of the time)
Programs: Air NZ Elite *G, Honors Gold, IHG Platinum Elite
Posts: 6,055
I think you're partially correct - but I was also told a year or so ago one of the reasons for moving to this was to get more accurate weight data for aircraft loading. I'd just assumed bags were weighted behind the scenes automatically but I don't think that is the case at all airports and that some of this is still manual.
#12
FlyerTalk Evangelist
Join Date: Mar 2005
Location: WLG/BKK
Programs: TG*G, NZ*GE, QF G, Accor Gold
Posts: 10,116
I think you're partially correct - but I was also told a year or so ago one of the reasons for moving to this was to get more accurate weight data for aircraft loading. I'd just assumed bags were weighted behind the scenes automatically but I don't think that is the case at all airports and that some of this is still manual.
#13
Join Date: Oct 2006
Location: Christchurch, New Zealand
Programs: NZ Elite; QF Platinum; CZ Gold; MU Platinum; Marriott Titanium; Accor Platinum
Posts: 1,466
One small data point, just observed this at 1330 on Weds arvo, very quiet in the terminal. Long line at the new bag drop. Think their new "clever" system is too clever for many of their customers! People just looking confused! Only one harried employee trying to help all six drop off booths
#14
Join Date: May 2010
Posts: 1,495
I think you're partially correct - but I was also told a year or so ago one of the reasons for moving to this was to get more accurate weight data for aircraft loading. I'd just assumed bags were weighted behind the scenes automatically but I don't think that is the case at all airports and that some of this is still manual.
#15
Original Poster
Join Date: Jun 2008
Location: Auckland
Programs: NZ Elite Partner/Silver (in own right), PR Classic, QF Bronze, UA Member, VA Red
Posts: 1,551
One small data point, just observed this at 1330 on Weds arvo, very quiet in the terminal. Long line at the new bag drop. Think their new "clever" system is too clever for many of their customers! People just looking confused! Only one harried employee trying to help all six drop off booths
This has changed my behavior - I always used kiosk to check myself in (typically travel with baggage), now I will go the elite counter