findark

I print a BP for collecting purposes and then board with my mobile BP so I still have the intact BP. I prefer cardstock, but flying out of IAD has beaten the resistance out of me (AFAIK you can't get a cardstock BP at IAD checkin). At SFO I'm thus reduced to running it off a kiosk instead of waiting in line for a real BP - it does save five minutes as there is always someone doing something messy with the one agent manning the full-service line.

Baze

At the 1K area I have never waited more than about 1 minute for someone to come put the tag on my bag if I used a kiosk. It is my home airport so go there a lot.

That process went away a LONG time ago even before they moved the 1K/Premier area back to where it is now. Probably a year ago that they moved back. Don't remember exactly when but was definitely last year sometime.

seenitall

I don't want to sound flip, bu the answer is that agents are expensive, and maintaining old cardstock printers is expensive. If you want personal service, you need to fly private, gain GS, or perhaps pay extra for United's Signature airport assistance service https://www.united.com/CMS/en-US/pro...e-Service.aspx

If you want to see the future, look at the fee schedule charged by RyanAir -- an LCC in Europe https://www.ryanair.com/gb/en/useful...lp-centre/fees 15 pounds or euros to reprint a BP at the airport -- and 45 pounds or euros to check in at the airport.

8MiHi

Using the EWR Premier International departure area for my two most recent international departures (April and May 16) saw a horde of agents (well actually 2) descend upon me. My bag drop off experience for EWR domestic flights at the 1K/Platinum Premier desk has been tougher with only one or two agents staffing the entire Premier bag drop area. This resulted in longer waits than I have been accustomed to. That said, it was only a few extra minutes.

chavala

I hate when they try to MAKE me use the kiosk when I know perfectly well I'll need an agent (checking a bag thru on separate tickets). Last time in IAH she wouldn't even listen to me -- just kept saying use the kiosk, use the kiosk, like I was some newbie who never flew before. So I did and when she gave me the (incorrect) luggage tags she said "Oh, I need to do that for you". I had to bite my lip not to scream <edited by moderator per rules>

pushmyredbutton

The only times I use the kiosks is when I need a visa-check prior to being issued a boarding pass.

Not sure how it works at SFO, but EWR was dreadful in this regard.

I recall multiple times waiting and waiting with the yellow '!' on the screen so an agent can verify.

There must be a better way...

NikoLGA

Or I could fly AA, DL, AC or pretty much any other airline in the world that's not a low cost carrier, and go through the traditional channels whenever I please.

It costs very little to keep a cardstock machine, they use the thinnest card stock imaginable, and I'll always be able to get it through the United Clubs, a post-security customer service desk, or asking a gate agent for a re-print.

Kiosks have a purpose, but a customer does not have to use them, no matter how much the passenger insists.

My problem is that if a customer wants to go through newer easy channels, he or she will do so, but if one doesn't agents should be glad to help, it's the process on pretty much every other airline.

I understand if an agent is overwhelmed, and he says could you just use the kiosk or wait on the side until I have time, but I don't like it when there are 4-5 AirServ employees doing nothing, and I get a "use the kiosk and don't bother me".

channa

The kiosk approach works better for UA, IMO, due to the poor training at post merger UA. I literally had 3 different agents refuse to fix an issue earlier this week, and I had to stand in front of an agent while on the phone with res in order to get it resolved. Then I was able to check in on the phone and print at a kiosk.

I literally would have been better served if United had fired all the agents at LAX. I wouldn't have wasted my time with them and would have called sooner.

Ronlap

That was before the remodel. There were at least 2 dozen Premier kiosks in an open area. You printed your tag then you shuffled over to the bag drop where 20 other people were waiting ahead of you.

After the remodel, the Premier kiosks are all lined up at a counter. Now people stand in line even though there are plenty of open kiosks.

tarheelnj

When I have this same situation (destination requiring a visa), I approach the agent before starting at the kiosk and say, "Hi, I'm going to need a visa check in just a moment." That way, when I do get the yellow (!) and waive at them, they know I'm experienced and don't think I'm using the kiosk for the first time. Seems to work.

o mikros

I also find those situations frustrating, but it hasn't been as bad since they added GG INTERNATIONAL GOAT FLOCK to SHARES.

televisor

I walked past the domestic non-premier section recently, and it seemed to have portions with self-tagging, other parts of the economy checkin were similar to premier though.

clobber8

I think EWR probably sums it up.

villox

I only had this happen to me once, but I remember going to the premier checkin at ORD on PMUA (I was Premier Exec - this was either one year or one week before the shares cutover..can't remember since I took the same trip 2 years in a row). Had to use a kiosk to check in.

I was going to Sydney and there was a problem with the e-visa. The kiosk said I had to pick up the phone next to it to talk to someone for help. This sent me to a call center where I was put on hold, for at least 5 minutes before I gave up. There were only contract agents who said they couldn't do anything. My 1K friend, who I was traveling with, called me over to get help from an agent.

So...it could be worse.

lincolnjkc

Funny, I had the opposite experience. My first ever kiosk encounters was UA at LAX maybe 2002-2003ish and the agent told me she "wasn't allowed to" check me in unless the kiosk was broken.

Post-merger my experience was CO agents were always happy to help (though I usually used the kiosk unless I had something weird) while UA agents would snap "Use the Kiosk". One particular entertaining memory was visiting the UA baggage service office in (I think) MCO, the agent telling me I had to use the kiosk -- then walking out and punching the kiosk for me. The kiosk's response "Please see a United Airlines employee for assistance with this issue". The two had a staring contest that felt almost eternal before she threw her hands up and said "go see Continental"

Another one was asking for a UA supervisor at CLE and the agent responding "I don't have a supervisor, it's me or the kiosk, pick who you want to talk to."

To the original poster's point, I like and prefer dealing with a human most of the time -- I was thrilled this morning at SFO to see that a kiosk wasn't eve an option for premier, but there's a certain efficiency to UA's configuration in EWR where I can just walk up, punch in my details and then spend mere minutes trying to stare down a AirServ employee to tag my bag and get on with my day. I just wish the passenger could choose "full service" versus "self serv" -- Though I prefer humans when I'm in a hurry (or there's a line) the last thing I want is another rate limiter.