This is the busiest time of the year and we had opened every counter.
Feb 12, 2019, 11:27 pm
#1
Original Poster
Join Date: Jul 2010
Posts: 189
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.
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.
Picture of the queue at that end of row A.
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.
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)
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.
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.
Picture of the queue at that end of row A.
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.
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)
Feb 12, 2019, 11:57 pm
#2
Suspended
Join Date: May 2006
Location: HKG
Programs: A3, TK *G; JL JGC; SPG,Hilton Gold
Posts: 9,952
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)
Feb 13, 2019, 12:20 am
#4
Join Date: Jul 2012
Location: HKG
Programs: BA(GGL) QF LTS CX AM, Hilton Diamond, PPL(A)
Posts: 1,654
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
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
Feb 13, 2019, 1:03 am
#5
Original Poster
Join Date: Jul 2010
Posts: 189
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)
Feb 13, 2019, 2:02 am
#6
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,797
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.
What a total waste of resources during the busiest time of the year.
Feb 13, 2019, 2:28 am
#7
Original Poster
Join Date: Jul 2010
Posts: 189
(Audio)
Feb 13, 2019, 2:57 am
#8
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,797
Feb 13, 2019, 3:19 am
#9
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Join Date: May 2006
Location: HKG
Programs: A3, TK *G; JL JGC; SPG,Hilton Gold
Posts: 9,952
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.
Feb 13, 2019, 3:20 am
#10
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Location: HKG
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Feb 13, 2019, 3:35 am
#11
FlyerTalk Evangelist
Join Date: Dec 2004
Programs: CX Green, QF Platinum, BAEC Silver, Hyatt Glob
Posts: 10,780
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.
Feb 13, 2019, 8:15 am
#12
Original Poster
Join Date: Jul 2010
Posts: 189
Sorry, you have totally misread everything. All we want is to keep those idle counters busy during the busiest time of the year and have those J-Class passengers checked in ASAP.
I already am entitled to a flat bed seat that morning, why would I want more??
(Audio)
I already am entitled to a flat bed seat that morning, why would I want more??
(Audio)
Feb 13, 2019, 8:21 am
#13
Original Poster
Join Date: Jul 2010
Posts: 189
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)
Last edited by Audio; Feb 13, 2019 at 6:12 pm
Feb 13, 2019, 8:23 am
#14
Original Poster
Join Date: Jul 2010
Posts: 189
(Audio)
Feb 13, 2019, 8:57 am
#15
Join Date: Oct 2009
Location: ORD [formerly] + HKG
Programs: CX Diamond, AA exExPlat, BAEC exGold, HH Diamond, Hyatt Globalist, Starriott Titanium, GE
Posts: 2,966
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...
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...