Assistance check in
#1
Original Poster
Join Date: May 2010
Posts: 2,345
Assistance check in
On a recent return flight in CE, bit peeved when patiently waiting at check in that a lady in a wheelchair travelling in ET was pushed to the front of our queue just in front of us. Why is that and not to the front of one of the 2 ET queues, as she was booked in that cabin bearing in mind CE is a premium product and smaller check in queue is a selling point? Understand of course she needs assistance and can't queue up but time taken to explain her woes and details of accident on holiday to agent was a hold up. Was this correct procedure? Thanks
#5
Moderator: British Airways Executive Club
Join Date: Jan 2009
Programs: Battleaxe Alliance
Posts: 22,127
"There were 3 queues to cut into, one of which was CE.
The assistance staff chose the CE queue, even though choosing another queue would have had the same outcome for the passenger and the assistance provider.
Since there was only one queue for CE, it brought the check-in process for the whole CE check-in to come to a halt while ET check-in continued as there were two queues.
Did they really need to choose the CE queue when they could have chosen ANY and got exactly the same outcome for the passenger and the assistance if they chose another queue to cut into?"
To me, it wasn't about not cutting slack for anyone in a wheelchair. It was a question on appropriate procedure in terms of picking the queue.The assistance staff chose the CE queue, even though choosing another queue would have had the same outcome for the passenger and the assistance provider.
Since there was only one queue for CE, it brought the check-in process for the whole CE check-in to come to a halt while ET check-in continued as there were two queues.
Did they really need to choose the CE queue when they could have chosen ANY and got exactly the same outcome for the passenger and the assistance if they chose another queue to cut into?"
I think I know where the OP is coming from, and I say this as someone with a problem standing for an extended period due to a long-standing injury but not utilising airport assistance, and someone who tends to be in CE queue...
#7
Ambassador, British Airways Executive Club
Join Date: Feb 2008
Location: UK
Posts: 10,152
ET or CE wouldn't really matter.
She would have been a pre-boarder which trumps CE or ET able passengers waiting in the normal group boarding way. Cutting some slack and showing patience would have been wiser.
She would have been a pre-boarder which trumps CE or ET able passengers waiting in the normal group boarding way. Cutting some slack and showing patience would have been wiser.
#10
Join Date: Sep 2015
Programs: LH SEN; BA Gold
Posts: 8,405
It certainly doesn't justify going mildly DYKWIA and peek on the wheelchair passenger's boarding pass to check travel class and status.
#12
Join Date: May 2017
Location: Glasgow and Asia
Programs: BAEC Gold, Hotels.com Gold
Posts: 510
Ahhh Now I see that it is CHECK IN. No this is not normal. Normally, people wait their turn. Only, get to the front at boarding.
#13
Join Date: May 2017
Location: Glasgow and Asia
Programs: BAEC Gold, Hotels.com Gold
Posts: 510
#14
Join Date: May 2013
Posts: 6,349
Nothing to do with group boarding I would suggest?
#15
Moderator: British Airways Executive Club
Join Date: Jan 2009
Programs: Battleaxe Alliance
Posts: 22,127
However, some airports seem to have their 'policy' (not sure about their official policy but based on consistent observation) of consistently bringing everyone with wheelchair assistance to the CE check-in queue, and that can actually have quite a bit of an effect on the queue if there are many people being brought to the front of the CE line when there is only one CE check-in desk.
In fact, often there are people in any queue who are less likely to be able to wait in the queue comfortably than someone in a wheelchair such as those who are frail etc., so the situation really needs to be looked a bit more holistically than a simple matter of "Cut some slack for those who are unfortunate enough to need a wheelchair" etc. As far as I can see, no-one is begrudging their right to be brought to the front of a line, but merely questioning the procedure of using the CE queue in particular in the OP's case.
As with what I have seen at certain airports, since it's unlikely that everyone in a wheelchair is in CE or have status, it seems a little strange to concentrate it on a single CE check-in desk when there are multiple lines to choose from.
While I may sound rather unsympathetic, I can assure you I'm not. I was told to expected to have been in a wheelchair by now, and I do face that prospect in not too distant a future even though I am still fully mobile. However, even from that point of view I do not think it would be procedurally right to consistently pick a single line rather than spreading the effects, particularly when the line consistently affected is a premium one, unless there is a good reason to do so such as the affected passenger in premium cabin or status, or using the premium check-in brings practical benefit to the assistance system or the passenger..
Last edited by LTN Phobia; Oct 4, 2018 at 4:16 pm Reason: Typo