Preferred check-in etiquette?
 

I need a little feedback on a situation here.

I went to check in at USAir SJU a few weeks ago, and there were very few people in the main line- probably less than a dozen. The Preferred/ First Class line was open, though, so I cruised through there with my Silver Preferred status and First Class upgrade ticket. The kiosk didn't work for me (as usual, for some reason), so I waited in that area for the agent (the only one working) to call the next passenger in line, which I assumed was me.

The lady in the main line who would have been the next person called was a little peeved, and asked why I was cutting in front of her. I explained that with a First Class ticket, I got priority check-in, and pointed to the Preferred line I had just come from. She didn't back down, and continued to give me a hard time about it, and the guy behind her chimed in, too, saying he was flying First Class, too, and wasn't cutting in.

When the agent called the next in line, both the lady and I walked up together, and I figured the agent would settle it, and started to explain, but she ignored me with typical USAir indifference and just started checking me in. The lady was left standing there, ticked off.

Explain to me if I understand the procedure correctly. Do I only go through the Preferred line if it appears there is a dedicated agent servicing those passengers? If I'm at the head of that line, and the agent calls the next in line without acknowledging the Preferred line, how does that work? If I hadn't stepped up, I picture politely waiting until the entire regular line was serviced until I got my turn.

Who misunderstood the proper procedure here?

Thanks for any help!

David

I have found myself in this position on a number of occasions for UK domestic flights when traveliing in business or on status. I've always thought that it went by the screens above the check in desks. If the screen says all pax, then they draw from the general queue. If the screen says business, first, silver, gold or whatever, then it draws from the premium/elite queue.

If there's no staffed desk marked for premium/elite then there's little point in being in the premium/elite queue. Fume all you like to the airline's customer service desk but I'm afraid I think it is rude to the other pax to push in front of their line.

On another airline, I have been in the First line with other people in the coach line.

An agent whose sign is 'checkin' and NOT a First/Business sign, calls 'next First Class please'. Of course the coach pax get unhappy.

But thats one of the benefits of tier/premium cabin. Being served as quickly as possible.

My attitude... when the First/Business agent becomes free, the next pax is from the First/Business line. If a Coach agent calls to a First/Business pax, then by all means go (you are following their instructions)!

I always treat it as if there is no dedicated F/C/Elite check in agent and I am using the F/C/Elite check in line I can go to the first free agent. Otherwise what is the point of the having the F/C/Elite line? This is especially true in smaller stations where they might not have more than one or two people checking in a flight.

Actually, it's pretty simple. If there is a Preferred line (open and marked as such), I use it. If there is no Preferred line, then I use the coach line. I don't look at the signage above the TA (until I'm already in line and then just to compare which line is running quicker).

i would agree. especially if in addition to the screen not saying premium/elite, the agent does not specifically say "next premium/elite" customer, then you aren't next and you should probably be in the general queue.

So what do you do when you get to the front of the Preferred line, and are not specifically singled out and called? Go in front of the first person in the coach line? This was my quandary.

David

So when I get to front of the Preferred line and learn that the agent isn't calling preferred customers, then what? I get out of line and get in the back of the coach line? I wait at the head of the Preferred line until after the passenger in the coach line I'm guessing got in their line just before me gets called, and then cut in front of the next coach customer, explaining that I was keeping count? Wait until all the coach customers are called, and then go up last, thus my Preferred status actually is a punitive thing?

None of this makes sense, obviously. It can't be that complicated.

David

I'd wait there until a couple of passengers had been called to check in. If they didn't specifically call me up, I'd get the message.

I think there ought to be several check-in lanes, at least at the hubs.

1. First class / Elites for obvious reasons. Strickly enforced.
2. Quick check-in for people who have checked in online and just need to drop a bag. Strickly enforced
3. Urgent check-in for people within 10 minutes of missing the baggage cutoff, or will miss their flight if they don't get a boarding pass faster that the current line appears to be able to accomodate. Strickly enforced.
4. Regular check-in for people who get there early enough not to be stressed about check-in.

But, if there's just one person working all the lines I guess your taking your chances as to how much they value your status.

just ask
 

usually i put my cart with my bags at the end of the economy line, walk to the checkin agent and ask if there a first/gold customer can skip the line?

if they say yes please skip the line i go to the checkin, if they say sorry we are serving all customers one by one as we dont have enough people working today i wait in line.

of course F tickets should be treated first but, sometimes its just not worth the hassle to discuss it . waiting 5 minutes will be much easier .

(i hate waiting too, but i dont want to annoy others who have been waiting too, so it depends on the situation, but asking the checkin agent is the best approch i guess)

dp

I believe the OP acted correctly, and I believe the first/premium checkin line exists for just this reason. A F passenger is not being rude by using it. That said, he/she is not obligated to use it and in fact at certain airports the main line may be quicker. SNA for example often has a longer elite line to check bags with AA.

If I am flying AA or US or in F on another airline, I use the line without apology if checking bags. If I am flying some other airline in Y, I understand that their elites/F passengers will have priority over me.

if the screen doesn't say preferred customers and you dont see anyone else in the preferred line, then you are intentionally taking the risk of confrontation if the agent doesn't say "next preferred customer".

maybe the confrontation is unreasonable, maybe u did have the right to go first... but the person in the general line has a valid argument themselves: "the agent is standing under a screen that says all passengers, the agent said 'next customer', i've been waiting the longest, therefore i'm next". i'd buy that argument.

i would advice only taking advantage of your elite status when its explicit you have the right to do something so that no one else gets pissed of. in this case, both you and the other person had valid arguments. therefore, its not too surprising an argument ensued.

but... if there's only one agent... that means the line was probably short anyway. so your net gain was minimal. at busier airports or busier check in counters, you'll probably have multiple agents and at least one helping elite customers. so this question really only primarily applies when the wait is short. therefore its somewhat trivial (although i'm sure there are exceptions)

i like that idea.

I can't speak for US, but on UA, the elite lines are there for a reason!

I have no problem taking advantage of the elite lines where they exist and are staffed for this purpose. (If it's not clear, I would confirm with an agent first.)

Those of you who think it is rude are welcome to wait in the coach line, but don't get upset when people decide to take advantage of the few benefits that the airline entitles them to. (Or do get upset, if it pleases you, but don't blame the elite passenger!)

By all means take advantage of elite services when they are offered. But when the elite services are not being offered, then standing in the unmanned elite line and cutting in to the next general check in position is rude. It is like standing with your basket of goods at the unmanned basket checkout at the supermarket and expecting to cut in to the front of the next available trolley queue.

If the elite line is not open and you think it should be, take it up with the customer service desk - not with the other pax. Elite queues are one thing - queue jumping is another.