This is the busiest time of the year and we had opened every counter.
I was departing HKG on 2nd Feb when I joined a J-Class check-in cluster of 3 counters at about 7.45am. I was sixth in line and I was still queuing after 20 mins. One counter closed when one check-in staff decided to go for a restroom break. Passengers behind me were feeling frustrated and impatient.
A couple behind questioned the check-in staff in-charge (black uniform) about other check-in counters that sit idle but all she replied was "This is the busiest time of the year and we had opened every counter." As more and more passengers complained, she allowed those complaining to move to the First Class check-in and did not extend it to those who are standing in front of these complaining passengers. These pictures were taken after I have check-in. No, I didn't complain but I do not appreciate the check-in staff in-charge yielding to pressure and disregarding the queue. http://audio.sg/pic/firstclasscheckin-01.jpg Yes, First Class has their own exclusive check-in area with more than 20 terminals and they decided to assign 10 more counters for First Class. This also means there are 10 less counters for J-Class passengers. http://audio.sg/pic/firstclasscheckin-04.jpg Picture of the queue at that end of row A. http://audio.sg/pic/firstclasscheckin-02.jpg You can see just how busy these additional 10 counters were. No one offered to clear the queue during the time I was there until the passengers complained. They were just slipping their drinks and staring at the crowd. http://audio.sg/pic/firstclasscheckin-03.jpg This is the scene directly opposite to the "very busy" 10 First Class counters, these are the other 2 J-Class check-in clusters. Very crowded. What a total waste of resources during the busiest time of the year. (Audio) |
whats the rationale for not complaining (i give leeway to those whose life/health may be compromised due to complaints, like if those people will need to handle ur food, say) |
It’s not good, but why didn’t you ask if you could also go over to the first class check-in? They couldn’t really have denied you after letting others over there. |
i am happy i get to use the F queues as a OWE. and normally these are very well staffed at the airport express and the airport
Though i have sympathy with the OP's grip about the J check in. These are normally overflowing at the airport express and the airport. I have heard of 40+ minute queues which actually defeats the purpose of a priority queue (for J pax / MPC GO pax) How many of those in the J queues are GR? I reckon they really need to cull GR from the line. Maybe at HKG it is OK (ie they should have deployed some from F to J counters). But at out ports, it could become a bit of a scramble where all MPC can use the J counter |
Originally Posted by kaka
(Post 30772216)
whats the rationale for not complaining (i give leeway to those whose life/health may be compromised due to complaints, like if those people will need to handle ur food, say) Instead of assigning another 10 check-in for First Class...perhaps they can go with 3, have the 7 to cope with the J-Class passengers. Do dynamic assignments. When the First Class counters got busier, then it is not late to reassign more First Class counters. They opened every counter but they allowed 10 check-in counters to stay idle during the busiest time of the year. How could they expect their customers to accept their explanation? (Audio) |
Originally Posted by Audio
(Post 30772131)
A couple behind questioned the check-in staff in-charge (black uniform) about other check-in counters that sit idle but all she replied was "This is the busiest time of the year and we had opened every counter."
What a total waste of resources during the busiest time of the year. |
Originally Posted by percysmith
(Post 30772481)
This is like post-22/6 redemption availability...maybe you need to be 42 mins from departure before you'll be allowed to use F counter.
(Audio) |
Originally Posted by Audio
(Post 30772531)
Nobody seeks to use the F counters. The question is why is there a need to assign so many F counters and let these check in staff sit idle during the busiest time of the year?
(Audio) |
Originally Posted by Audio
(Post 30772531)
Nobody seeks to use the F counters. The question is why is there a need to assign so many F counters and let these check in staff sit idle during the busiest time of the year?
(Audio) |
Originally Posted by percysmith
(Post 30772481)
This is like post-22/6 redemption availability...maybe you need to be 42 mins from departure before you'll be allowed to use F counter.
|
Originally Posted by Audio
(Post 30772531)
Nobody seeks to use the F counters. The question is why is there a need to assign so many F counters and let these check in staff sit idle during the busiest time of the year?
(Audio) |
Originally Posted by percysmith
(Post 30772581)
No-one's seeking F Choice either. They just want a lie flat seat
I already am entitled to a flat bed seat that morning, why would I want more?? (Audio) |
Originally Posted by kaka
(Post 30772624)
whilst you see a problem and a solution and that others have taken things to their hands w authorization to execute, why are you suggesting here as a patient man? theres no problem as management can see it. I will just avoid flying CX Business Class during the busiest time of year.....just as I am avoiding flying EY on any CX 10-Abreast B777 right now. No problem. :) (Audio) |
Originally Posted by sxc
(Post 30772666)
Normally at other check in counters/airports the F or J desk will wave the lower classes to check in. However the layout at HKG makes it harder. The CX staff monitoring the queue should have seen the empty counters and waved the J pax to those counters. (Audio) |
Flying out of HKG tonight. The counters behind FCL zone are designated for JCL as I can see
Not that it matters when there are less than 5 pax in total for both sides of Aisle B when I passed through at around 9pm... |
Originally Posted by G-CIVC
(Post 30773581)
Flying out of HKG tonight. The counters behind FCL zone are designated for JCL as I can see
Not that it matters when there are less than 5 pax in total for both sides of Aisle B when I passed through at around 9pm... |
The squeaky wheel gets the grease...
|
Originally Posted by G-CIVC
(Post 30773581)
Flying out of HKG tonight. The counters behind FCL zone are designated for JCL as I can see
Not that it matters when there are less than 5 pax in total for both sides of Aisle B when I passed through at around 9pm... (Audio) |
Originally Posted by Audio
(Post 30773432)
It is perfectly fine if the management refuse to see this as a problem. As a responsible passenger, I just provide them good feedback.
that said, they may have taken the advice albeit late. |
Originally Posted by kaka
(Post 30775763)
i dont think giving feedback on FT constitute it. complaining out loud or w in quiet words at the airport would nonetheless. i dont care if others fly cx either- neither do i normally except when i need to go to osaka, especially if i need to arrive before dinner time. that said, they may have taken the advice albeit late. This is not the first time I bring issues to FT:- https://www.flyertalk.com/forum/cath...r-cabin-3.html That was the warm EY cabin that I brought to attention in FT. Not as a complaint but as good constructive feedback to tackle a problem that no management would know. I referenced this thread in the CX survey when they asked for my feedback for the flight I took CX711 15 Jan 2018. After that, I have never experienced any EY warm cabin issue; I do take quite a fair bit of CX flights there after...enough to get me Gold until 2020. No diamond? Well, SQ's fares has been attractive lately, the food's better.........and no 10-Abreast seating to avoid. For CNY 2020, I will be leaving on SQ861, 23rd Jan 2020. We can take a look at Row B again and see if things has improve for CX passengers during the busiest time of the year. And we can come back to this discussion again, after all, I want CX to be successful. (Audio) |
Originally Posted by Audio
(Post 30776146)
Whether the CX management takes the issue seriously and resolve it next year, it's their call. Complaining out loud to the staff when the inefficiencies were occuring is not effective, the management will not hear of it.
This is not the first time I bring issues to FT:- https://www.flyertalk.com/forum/cath...r-cabin-3.html That was the warm EY cabin that I brought to attention in FT. Not as a complaint but as good constructive feedback to tackle a problem that no management would know. I referenced this thread in the CX survey when they asked for my feedback for the flight I took CX711 15 Jan 2018. After that, I have never experienced any EY warm cabin issue; I do take quite a fair bit of CX flights there after...enough to get me Gold until 2020. No diamond? Well, SQ's fares has been attractive lately, the food's better.........and no 10-Abreast seating to avoid. For CNY 2020, I will be leaving on SQ861, 23rd Jan 2020. We can take a look at Row B again and see if things has improve for CX passengers during the busiest time of the year. And we can come back to this discussion again, after all, I want CX to be successful. (Audio) |
As a OWE, who has been at HKG with similar queues in the last few weeks (I flew out on the night of the 1st Feb and it looked nearly identical) I always appreciate that the first class desks don't have a queue, and there are so many of them, I can speed right through... :P. As a note, even when it isn't busy at the airport express terminal the business class queue can seem longer than economy, thankfully those 2 F queues come in handy!
To the OP - it sounds unlucky that 6 people took so long, there must have been something complex, but that is just life sometimes. The point you are trying to make would be somewhat undone if the same logic was also applied to those travelling in economy, who would probably consider 20 minutes a fairly quick time if they are used to budget airlines, would be asking for the business class queue.... As such, I think you just have to live with it, the 2nd February was probably Cathay's busiest day of the year and they prioritised as they saw fit, 20 minutes queuing time wouldn't make you miss a flight at HKG. I presume you got through security in less than ten minutes after so life isn't too bad really compared to getting the train to China... |
Originally Posted by littlevoices
(Post 30777008)
As a OWE, who has been at HKG with similar queues in the last few weeks (I flew out on the night of the 1st Feb and it looked nearly identical) I always appreciate that the first class desks don't have a queue, and there are so many of them, I can speed right through... :P. As a note, even when it isn't busy at the airport express terminal the business class queue can seem longer than economy, thankfully those 2 F queues come in handy!
To the OP - it sounds unlucky that 6 people took so long, there must have been something complex, but that is just life sometimes. The point you are trying to make would be somewhat undone if the same logic was also applied to those travelling in economy, who would probably consider 20 minutes a fairly quick time if they are used to budget airlines, would be asking for the business class queue.... As such, I think you just have to live with it, the 2nd February was probably Cathay's busiest day of the year and they prioritised as they saw fit, 20 minutes queuing time wouldn't make you miss a flight at HKG. I presume you got through security in less than ten minutes after so life isn't too bad really compared to getting the train to China... (Audio) |
I departed from HKG on Feb 1, arrived early afternoon for check-in. F check-in had a small queue, 3 people waiting. J area had no queue so I went over there.
|
Originally Posted by sxc
(Post 30772666)
Normally at other check in counters/airports the F or J desk will wave the lower classes to check in. However the layout at HKG makes it harder. The CX staff monitoring the queue should have seen the empty counters and waved the J pax to those counters. It is a standard practice everywhere I have been to wave the next person in line to the free counter. Rather than pulling random people who were complaining louder, the staff should have sent the ones in the front of the line. |
Originally Posted by kaka
(Post 30776690)
tbh CX rarely has hot cabins unlike JAL
(Audio) |
Originally Posted by Audio
(Post 30780354)
Unfortunately, not rare enough for me that I could maintain a 3-page thread reporting from Oct 2017 to Jan 2018. So many times that I had to equip myself with a thermometer to prove my point.
(Audio) |
Originally Posted by kaka
(Post 30781072)
if you feel warm, let the crew know. i do that every time and it works like a charm Isn't it better to had found the root cause to the EY warming issue and from then on, everyone can enjoy their EY flights in cool air-con comfort.....than to hide your head in the sand.....and made yourself a pain in the ... for the Cabin Crew, consistently complaining about the EY temperature? (Audio) |
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