Comments on: In defense of kiosks http://www.upgradetravelbetter.com/2007/08/31/in-defense-of-kiosks/ Living the first class life -- at coach prices Sun, 20 Jul 2008 20:30:40 +0000 http://wordpress.org/?v=2.2.2 By: meara http://www.upgradetravelbetter.com/2007/08/31/in-defense-of-kiosks/#comment-16168 meara Wed, 05 Sep 2007 14:56:27 +0000 http://www.upgradetravelbetter.com/2007/08/31/in-defense-of-kiosks/#comment-16168 Kiosks are great, most of the time. Especially when I can walk right up to them. But when I know there's going to be an issue? Or worse yet, when I'm at the kiosk and there's suddenly an issue? And they now only have one person working a line of ten kiosks, because people should be able to do it themselves? So that person is crazy busy, and the line for a person rather than a kiosk stretches on for hours because there is only one or two people working it, and even if your problem isn't terribly complex, the people in front of you probably do have a ridiculous situation? Yeah, then they're terrible. (I had an annoyance the other day trying to use my miles to upgrade at a kiosk--it gave me the option, but apparently can't handle that, so freaked out and wouldn't let me check in. So I had to go wait in line for someone to manually check me in. Ridiculous!) Kiosks are great, most of the time. Especially when I can walk right up to them. But when I know there’s going to be an issue? Or worse yet, when I’m at the kiosk and there’s suddenly an issue? And they now only have one person working a line of ten kiosks, because people should be able to do it themselves? So that person is crazy busy, and the line for a person rather than a kiosk stretches on for hours because there is only one or two people working it, and even if your problem isn’t terribly complex, the people in front of you probably do have a ridiculous situation? Yeah, then they’re terrible.

(I had an annoyance the other day trying to use my miles to upgrade at a kiosk–it gave me the option, but apparently can’t handle that, so freaked out and wouldn’t let me check in. So I had to go wait in line for someone to manually check me in. Ridiculous!)

]]> By: The Global Traveller http://www.upgradetravelbetter.com/2007/08/31/in-defense-of-kiosks/#comment-16149 The Global Traveller Tue, 04 Sep 2007 00:05:15 +0000 http://www.upgradetravelbetter.com/2007/08/31/in-defense-of-kiosks/#comment-16149 I like kiosks, but not in all situations. If I've already locked in good seating or am confident the kiosk will give option to improve then great. Sure beats waiting in a long line. Sometimes can get better seats using the counter though - and advice on whether those middle seats are taken or blocked, which the kiosk shows simply as unable to select. In irregular ops though, I prefer the personal touch. I like kiosks, but not in all situations. If I’ve already locked in good seating or am confident the kiosk will give option to improve then great. Sure beats waiting in a long line.

Sometimes can get better seats using the counter though - and advice on whether those middle seats are taken or blocked, which the kiosk shows simply as unable to select.

In irregular ops though, I prefer the personal touch.

]]> By: Jul http://www.upgradetravelbetter.com/2007/08/31/in-defense-of-kiosks/#comment-16137 Jul Sun, 02 Sep 2007 13:39:26 +0000 http://www.upgradetravelbetter.com/2007/08/31/in-defense-of-kiosks/#comment-16137 I love them... when they work. A few times I've shown up to the Zurich airport, tried to use the kiosks, and found out they weren't working (for anyone, not just me). When the alternative is a long, long line, broken kiosks bite. I love them… when they work. A few times I’ve shown up to the Zurich airport, tried to use the kiosks, and found out they weren’t working (for anyone, not just me). When the alternative is a long, long line, broken kiosks bite.

]]> By: petri http://www.upgradetravelbetter.com/2007/08/31/in-defense-of-kiosks/#comment-16132 petri Sat, 01 Sep 2007 14:05:35 +0000 http://www.upgradetravelbetter.com/2007/08/31/in-defense-of-kiosks/#comment-16132 I guess it depends.. Take an ATM for example, very straightforward and simple to use. Many airline automated systems aren't that easy and often they still require you to interact with a human with your luggage, for example -- in other words, they've added automation but the whole process is still flawed. Other issue is how people interact with the humans at the counter. Especially when travelling in the US, I just cannot understand what many people are doing on the counter and spending so much time. Why do they start planning their itienary at the check-in? Why do they ask all the silly questions, reconfirm everything, ask their plants at home to be watered? When I get to the counter myself, I'll just show my ticket, give the luggage and I'm out in less than a minute with my boarding pass. The same happens at the gates, in US there's always a queue to the gate agent, in Europe, you don't see anyone talking to the gate agents and often there isn't one. I guess it depends..

Take an ATM for example, very straightforward and simple to use. Many airline automated systems aren’t that easy and often they still require you to interact with a human with your luggage, for example — in other words, they’ve added automation but the whole process is still flawed.

Other issue is how people interact with the humans at the counter. Especially when travelling in the US, I just cannot understand what many people are doing on the counter and spending so much time. Why do they start planning their itienary at the check-in? Why do they ask all the silly questions, reconfirm everything, ask their plants at home to be watered? When I get to the counter myself, I’ll just show my ticket, give the luggage and I’m out in less than a minute with my boarding pass. The same happens at the gates, in US there’s always a queue to the gate agent, in Europe, you don’t see anyone talking to the gate agents and often there isn’t one.

]]> By: Mike Maddaloni http://www.upgradetravelbetter.com/2007/08/31/in-defense-of-kiosks/#comment-16131 Mike Maddaloni Sat, 01 Sep 2007 12:41:36 +0000 http://www.upgradetravelbetter.com/2007/08/31/in-defense-of-kiosks/#comment-16131 Hi Mark - I would add a 4th option to the survey - kiosks should be part of the mix. When banks started cutting branch hours or closing them altogether when ATMs came onto the scene in the late 80's, this bit them in the butt, and they instead used ATMs as part of the mix of services. What irks me is when you have a bank of kiosks at airports like Logan or O'Hare and only one agent working a couple of dozen, and you can guess how their wits are! I'll say it again, I will pay more to be treated like a human! mp/m Hi Mark - I would add a 4th option to the survey - kiosks should be part of the mix.

When banks started cutting branch hours or closing them altogether when ATMs came onto the scene in the late 80’s, this bit them in the butt, and they instead used ATMs as part of the mix of services.

What irks me is when you have a bank of kiosks at airports like Logan or O’Hare and only one agent working a couple of dozen, and you can guess how their wits are!

I’ll say it again, I will pay more to be treated like a human!

mp/m

]]> By: e http://www.upgradetravelbetter.com/2007/08/31/in-defense-of-kiosks/#comment-16130 e Sat, 01 Sep 2007 05:24:04 +0000 http://www.upgradetravelbetter.com/2007/08/31/in-defense-of-kiosks/#comment-16130 So here's my issue, newer businesses where you can do 95%+ of your transactions online/kiosk, great. However, too many legacies have, well legacy stuff that doesn't show up nicely on the kiosk so then you need the person. My objection is being funneled to a kiosk that won't help me when I know it won't help me. I've had United try that to me repeatedly and pisses me off. So here’s my issue, newer businesses where you can do 95%+ of your transactions online/kiosk, great.

However, too many legacies have, well legacy stuff that doesn’t show up nicely on the kiosk so then you need the person.

My objection is being funneled to a kiosk that won’t help me when I know it won’t help me. I’ve had United try that to me repeatedly and pisses me off.

]]> By: Ryan http://www.upgradetravelbetter.com/2007/08/31/in-defense-of-kiosks/#comment-16129 Ryan Sat, 01 Sep 2007 01:14:31 +0000 http://www.upgradetravelbetter.com/2007/08/31/in-defense-of-kiosks/#comment-16129 All excellent points and I agree completely. I'm waiting for the ability to weigh your own bag on a scale attached to the kiosk (similar to self-checkouts at grocery stores), print the tag, and drop it off at security, rather than waiting for an agent to hand you the printed baggage tag. All excellent points and I agree completely. I’m waiting for the ability to weigh your own bag on a scale attached to the kiosk (similar to self-checkouts at grocery stores), print the tag, and drop it off at security, rather than waiting for an agent to hand you the printed baggage tag.

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