Business class check-in queuing T5
#1
Original Poster
Join Date: Dec 2011
Location: London
Programs: BAEC silver
Posts: 147
Business class check-in queuing T5
Some genius decided to dispense with the common queue at T5 business/silver check-in this morning and have a separate queue for each check-in desk. Evidently they've not studied Elementary Queuing Theory.
Not a huge issue as it's not very busy but seriously?
Not a huge issue as it's not very busy but seriously?
#2
FlyerTalk Evangelist
Join Date: Mar 2010
Location: JER
Programs: BA Gold/OWE, several MUCCI, and assorted Pensions!
Posts: 30,337
A while since I used it, but I do recall the 'common queue' for the first available desk was very efficient. Perhaps they now have a shortage of Tensa barriers?
#3
Join Date: Feb 2010
Location: London
Programs: BA GGL (98% to Lifetime Gold), SPG convert from IHG (and Marriott fan now!)
Posts: 4,826
Even if (big if) separate queues was more efficient there’s more downside from a customer experience perspective of unhappy customers. You get lucky and it’s just luck, you get unlucky and you blame BA (rightly!)
#4
Original Poster
Join Date: Dec 2011
Location: London
Programs: BAEC silver
Posts: 147
There was no shortage of Tensa barriers (they were using them to separate the queues). Even BA staff didn't know who had decided on the 'new' system.
Possibly a retro move as part of the 100 anniversary celebrations - 'here's how we used to do it till we knew better'.
Possibly a retro move as part of the 100 anniversary celebrations - 'here's how we used to do it till we knew better'.
#5
Join Date: Dec 2006
Posts: 1,263
From when T5 opened and up to around 2 or 3 years ago the entire terminal was individual queues. Hours upon hours of manpower is lost every week from dwell time after a customer has left a desk, waiting for the next person to get there.
I for one use the self service bag drops. Far quicker.
#7
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Oh, how strongly I agree with you! Our last trip had ludicrous queue congestion at Security at IAD and [unusually] Premium Gatwick due to multiple queues ... in both instances I got stuck behind the incompetent and unaware.
#9
Join Date: Apr 2015
Location: At home...
Programs: BA Gold
Posts: 1,336
... and as someone who studies queues when in a queue... as in a previous post, it does depend on the breath of the check-in disks - if the distance from the common queuing line to the furthest desk is too far it is very inefficient (both from trying to scan from L-R for the next free desk - and actually getting there!), which is probably the case at T5. What about a dentritic queuing system? :-))
#11
Join Date: Dec 2006
Posts: 1,263
Bag drop (you need a boarding pass already) has individual queues.
#12
Join Date: Oct 2017
Programs: BAEC Gold; Hilton Gold, IHG Spire, Marriott Titanium, Wyndham Diamond
Posts: 547
... and as someone who studies queues when in a queue... as in a previous post, it does depend on the breath of the check-in disks - if the distance from the common queuing line to the furthest desk is too far it is very inefficient (both from trying to scan from L-R for the next free desk - and actually getting there!), which is probably the case at T5. What about a dentritic queuing system? :-))
Of course ideally you wouldn't even need to stand, you'd just check in the app when you arrived and it'd place you on an electronic queue...
#13
Join Date: Jun 2016
Location: London, UK
Programs: BA Gold, SAS Diamond, Marriott Ambassador and LT Plat, Radisson Platinum
Posts: 97
I’d suggest the best approach (from a customer perspective, at least) is the system where you get a ticket with a number, and a big display then tells you where to go when your number is up. This allows customers to not stand in a physical queue, and even to sit down.
To make the system more efficient and decrease the time wasted by people having to move to the right counter, it could be improved to “pre-announce” numbers, that is, telling people to go to a counter and wait for it to become available. And even better, it could implement a time limit, so that if people don’t get a move on, they go to the back of the queue after, say, 10 seconds...
To make the system more efficient and decrease the time wasted by people having to move to the right counter, it could be improved to “pre-announce” numbers, that is, telling people to go to a counter and wait for it to become available. And even better, it could implement a time limit, so that if people don’t get a move on, they go to the back of the queue after, say, 10 seconds...
#14
Join Date: Feb 2012
Location: London, UK
Programs: BA Executive Club Blue
Posts: 463
I’d suggest the best approach (from a customer perspective, at least) is the system where you get a ticket with a number, and a big display then tells you where to go when your number is up. This allows customers to not stand in a physical queue, and even to sit down.
To make the system more efficient and decrease the time wasted by people having to move to the right counter, it could be improved to “pre-announce” numbers, that is, telling people to go to a counter and wait for it to become available. And even better, it could implement a time limit, so that if people don’t get a move on, they go to the back of the queue after, say, 10 seconds...
To make the system more efficient and decrease the time wasted by people having to move to the right counter, it could be improved to “pre-announce” numbers, that is, telling people to go to a counter and wait for it to become available. And even better, it could implement a time limit, so that if people don’t get a move on, they go to the back of the queue after, say, 10 seconds...
#15
Join Date: Dec 2016
Location: London
Programs: BAEC Silver
Posts: 14
I've opted for the self serve bag drop a number of times recently having seen a queue at the business desks and nothing of note on the self serve. Confuses the barrier ticket checker who points out I can check in over there instead and can't understand why I would skip such service.