NikoLGA

I agree. I’m not trying to outlaw kiosks all together, I use them 50% of the time, but during the other 50%, they don’t even want to speak to me unless I try the Kiosk.

Of course there is efficiency to UA’s EWR configuration, it allows for the appearance of little lines, and frankly it works without major issue. It’s just not professional. Imagine flying LH EWR-FRA in Business Class, and a LH agent tells you to use the kiosk. That would never happen.

Nothing really has to change with the arrangement, put the protocol of United representatives should change. Instead of “Start with the kiosk, hun” and walking away, they should say “Checking In?”. Nothing formal, but nothing dismissive, and then the agent can see what the passenger wants. Obviously there aren’t going to say “Welcome to United Premier Access, would you like to use the kiosk or would you like me to check you in?”, but the current dialogue is frankly un-professional , and all of the better interactions I’ve had with United agents were at stations without kiosks, where they aren’t worried about having to go back and help the two other people they are assisting.

live5

I'm a big kiosk fan in the traditional sense, but I'm not a fan of the United kiosk system.

I generally fly DL and I like to stop by the kiosk on my way in to print a paper boarding pass (I've always checked in on my phone at this point, but I like having a paper backup, and I prefer the non-cardstock boarding passes that the kiosk prints) and then either check a bag if necessary, or just proceed on my way.

rjburns

United has an employee culture issue as well as an inability to standardize operations. Every airport, every gate, every flight has a different procedure. Look at how different UEx and mainline UA is. Although I live at IAD and have flown more than 1 mm on UA, I now avoid UA whenever possible and never looked back.

NikoLGA

I actually think the gate experience is pretty standardized, with the zone boarding, IMO.

timfountain

I must be one of the few who hasn't used a kiosk in more years than I care to remember. I never check luggage and have online profiles for all the airlines I regularly fly - UA, AA, AS & AC.

Lani1

Amen, amen , amen
lax absolutely horrendous for 1k check in

NikoLGA

I think SFO and DEN are the two best hubs for non-GS/GF Premier Check-In

JackieC2

My experience at LAX was also horrendous. Our flight was delayed and I was trying to see what our options were. I was trying to get us on another flight.because we're going to miss the last flight to MLI out of ORD. I was told that there was only one agent at LAX that could help us and he was helping someone else. The rest could take our baggage which we had none but could not do anything else. Horrible service!

transportprof

If you're 1K, you could have changed your flights over the phone, where agents are (usually) more helpful during IRROPS periods. Then you could have printed new boarding passes at the kiosks.

NikoLGA

About one year later, my experience has changed. All of the airports I’ve checked in through this year: PWM, ZRH, FLL, LAX, YYZ, LAS, DEN exc. had podiums with no kiosks in front of them. And a lot of them had those new style white podiums with flexible monitors. Only at FLL, where the kiosks were adjacent, did a rep ask if I wanted to use one, but after I said “no”, and he happily processed the check in.

The best change for me, personally, as the addition of the Full Service desks in my home airport EWR’s Economy Level 2. There are four desks, two Full Economy and two Premier Access, all staffed be real and knowledgable agents.



Upstairs the Premier Check In is an even bigger mess with the Polaris Check in being moved to the general Premier Check-In.

Thus, I’ve been using the Premier Full Service downstairs and getting great full service with no lines!