Why is wait at 1K/Polaris check in lin often much longer than at premier access line?
#16
Join Date: Dec 2008
Location: Chicago IL US
Programs: UA 1K; National Executive Elite; Hertz PC & Hotels Galore
Posts: 946
I'm not sure why, but it doesn't seem like those Premier Access luggage label agents manning the self check-in stations have the access to the same check-in terminals that are in the 1K/Polaris area without self check-in.
#18
FlyerTalk Evangelist
Join Date: Mar 2014
Location: 4éme
Posts: 12,026
I've noticed this at ORD and it has always baffled me why people would wait in one line when there's faster service available elsewhere. Thanks for answering that for me!
#19
Join Date: Feb 2015
Programs: UA 1K
Posts: 957
I have this issue constantly at EWR. There is no line, its the wild west. You have to accurately guess which passengers will be the quickest and choose to stand behind their kiosk. Usually about 4 or 5 open- why there isn't a snaking line to allow a proper que confounds me. You then have agents standing behind the counters, basically reacting to the squeaky wheels. If you're quiet, your bags don't get checked.
It is almost all international. Most 1K and GS often don't check bags in my experience (I know I don't unless I'm with family on vacation). So you have entitled, inexperienced, and stressed passengers....
It is almost all international. Most 1K and GS often don't check bags in my experience (I know I don't unless I'm with family on vacation). So you have entitled, inexperienced, and stressed passengers....
#20
Join Date: Nov 2012
Programs: BA Bronze, United 1K, HH Gold, SPG Platinum, Marriott Platinum
Posts: 3,477
I could not use the machines as I could not get the United App to accept the Chinese visa for the travel to PVG so needed to see an agent.
#21
Original Member
Join Date: May 1998
Location: CT/NY
Programs: UA 1K/1MM, AA EXP, Marriott LT Titanium, Hyatt Globalist, IHG Plat Amb
Posts: 6,017
There are times where one cannot use a kiosk and have to see a live human agent to resolve ticketing issues. But yes, I use a kiosk 95% of the time.
#22
Join Date: Jan 2005
Location: New York, NY
Programs: UA, AA, DL, Hertz, Avis, National, Hyatt, Hilton, SPG, Marriott
Posts: 9,447
I have this issue constantly at EWR. There is no line, its the wild west. You have to accurately guess which passengers will be the quickest and choose to stand behind their kiosk. Usually about 4 or 5 open- why there isn't a snaking line to allow a proper que confounds me. You then have agents standing behind the counters, basically reacting to the squeaky wheels. If you're quiet, your bags don't get checked.
It is almost all international. Most 1K and GS often don't check bags in my experience (I know I don't unless I'm with family on vacation). So you have entitled, inexperienced, and stressed passengers....
It is almost all international. Most 1K and GS often don't check bags in my experience (I know I don't unless I'm with family on vacation). So you have entitled, inexperienced, and stressed passengers....
The somewhat limited hours of the Polaris/1K check-in area at EWR frustrate me more, though. Still, if you want to see clueless, just go downstairs to the dimly-lit free-for-all that is the Economy self-tag area. Within moments, you'll be met with the kind of aimless, bewildered stares that would be right at home at the DMV.
#23
FlyerTalk Evangelist
Join Date: Mar 2014
Location: 4éme
Posts: 12,026
Except that in my case, there were two agents attending to two passengers and nobody waiting when we arrived. And there was a line in the next section. However that line was processed faster. At one point, after 10 minutes, we thought about moving to the other section but, with our good luck, just at that time the agents for Polaris would be free and we would be waiting stupidly in a line.
I could not use the machines as I could not get the United App to accept the Chinese visa for the travel to PVG so needed to see an agent.
I could not use the machines as I could not get the United App to accept the Chinese visa for the travel to PVG so needed to see an agent.
#24
Join Date: Jun 2007
Location: JAX
Programs: UA Plat MM, AA Gold MM, Marriott LTT, Hyatt Globalist
Posts: 3,770
Friday night at SFO, I was directed o a kiosk to check in with a bag. At least there was no crowd at bag drop.
#25
Original Poster
Join Date: Aug 2008
Location: PHL
Programs: UA 1K 1MM, Marriott Gold, IHG Platinum, Raddison Platinum, Avis Presidents Club
Posts: 5,268
How many observations is this conclusion based on? Over what period of time? At how many airports?
I ask because there are occasionally anomalies and there is a consistent pattern.
However I rarely use counter check-in as I have no need for my travels except for that rare occasion of checking bags and then use kiosks as they are generally faster.
I ask because there are occasionally anomalies and there is a consistent pattern.
However I rarely use counter check-in as I have no need for my travels except for that rare occasion of checking bags and then use kiosks as they are generally faster.
When you use the kiosk:
1. Sometimes there is a line
2. Sometimes the kiosk is slow. I've had times where it has taken over a minute for my reservation to be found.
3. You have all the screens, confirm seat, select how many bags, reject mileage offer, reject volunteering. It's quick but still takes a little time and is annoying.
4. You have to wait for an agent to come over and put the tag on your bag. This sometimes can take several minutes.
At the 1K line (at ORD):
1. Typically there would be no line
2. The agent seems to be able to quickly check me in
3. The agent is already there so no waiting for someone to tag your bag.
4. There is also the feeling that you may be getting a better agent and have a lower likelihood of errors, though I dont know how true this is. (I've had people forget the priority tag, not that it always means anything)
In most cases, I've found the line faster except for this past month or so.
If I am not checking bags, I suppose the kiosk is usually faster. However, I often travel with things which cannot be carried on. Also, if I am connecting (which I often must out of PHL), I rather check my bag for convenience so I don't have to lug it around the airport or worry about having overhead space.
To your point, this is a very small sampling.
My complaint really goes more towards staffing. I recall two agents at the 1K line, 2-3 agents at the premier line. When I went over there, there was no one in the premier line, why not send someone over to the 1K line. I would THINK that the 1K line is supposed to be faster and more convenient like when you call the 1k customer service line. If it is going to be slower, why don't they rename it to "Manual/Non-Kiosk line" or "Additional Service line"
#26
Join Date: Nov 2014
Location: USA
Programs: UA Gold, Marriott Gold
Posts: 1,192
OP's experience does not reflect mine but I avoid ORD like the plague and almost never have to deal with check-in there. I have dealt with check-in at DEN, IAD, DCA, BOS, HNL, etc. and almost never have an issue but then I generally use the kiosk and don't have a problem memorizing 3 letters and 4 digits.
#27
FlyerTalk Evangelist
Join Date: Feb 2003
Posts: 10,218
Long ago when I used to fly UA internationally, primarily from SFO to Asia; the GS/FC/1K lines were usually long whilst the economy lines on the other side of the check in island was non-existent. I would meander on over to the economy lines and get checked in. Amazingly I still got to keep my seat in FC or Biz even though I’d checked in at the economy line. It’s worth a shot next time you’re in this situation, they might even let you keep your original seat as well!