Honestly, over time I don''t understand why the kiosks could not present the same routing options as the agents do. Our corporate travel office is actually in the process of implementing online changes, etc. to eliminate the need for travel agents for all travel but international.
US Airways Deploys More Self-Service Kiosks
- Thread starter OldGuyinPA
- Start date
Because the kiosk would only offer you flights on the airline that you are ticketed on. Im trying to think managerially here.(or what they would do.) You wouldnt have any options beyond the carrier that you were ticketed on. In turn you would probably want to find someone to take it out on. Someone on the payroll, but alas theyve been replaced by machines.
If by chance someone in the home office screwed up and offered other airlines, via a computer system that would actually do this, you would be standing there hogging the machine as you scrolled through pages and pages of non options wondering how you would ever get home instead of staring down the only hope of a human being you have left.(This may explain the 'typing,typing,typing' you have witnessed, but for no apparent reason. And no we are not writing mother.) Have a nice cheap flight!
If by chance someone in the home office screwed up and offered other airlines, via a computer system that would actually do this, you would be standing there hogging the machine as you scrolled through pages and pages of non options wondering how you would ever get home instead of staring down the only hope of a human being you have left.(This may explain the 'typing,typing,typing' you have witnessed, but for no apparent reason. And no we are not writing mother.) Have a nice cheap flight!
I start a new bid on mon at the t/c.years ago I dreaded it,now with the kiosks this makes my job a whole easier!
If the company wants it that way,go for it..I''ll collect my measley 4 hr shift per day and do 1/2 the work..
When our kiosks''s had been installed they fumbled now there up and running.
I know it''s only a matter of time,before my position is eliminated so I''ll take and take and take Medical and Dental coverage and use the company to MY BENEFIT>.
One day The imbiciles at the top will reep what they''ve sown.
Mark my words!
This company has gone to hell and fast!
If the company wants it that way,go for it..I''ll collect my measley 4 hr shift per day and do 1/2 the work..
When our kiosks''s had been installed they fumbled now there up and running.
I know it''s only a matter of time,before my position is eliminated so I''ll take and take and take Medical and Dental coverage and use the company to MY BENEFIT>.
One day The imbiciles at the top will reep what they''ve sown.
Mark my words!
This company has gone to hell and fast!
The problem is that there will always only be X number of agents staffing the ticket counter, and once all those agents are handling re-routing of cancelled flights or some other lengthy process, the passengers standing in line who need relatively small amounts of processing (i.e. a simple check-in without bags) are stuck in line until one or more of the occupied agents frees up (and doesn''t promptly go on break or off-shift). It''s always extremely frustrating for a passenger to wait in a lengthy, slow-moving line for a transaction which you know will only require at most 30 seconds.
The biggest advantage of the kiosks is that they''re willing to work 14-16 hour days, 7 days a week, 365 days a year. They don''t want vacations, though they might take some breaks when they need to be rebooted for some reason or suffer a hardware failure. They don''t want health benefits, they don''t go on strike, they don''t have unions.
For a long time, the vast majority of airline tickets were sold through travel agents; some thought that most passengers would never be sophisticated enough to navigate the computer systems of the airlines/GDS''s and book their own flights. Eaasy Sabre was one of the first, if not the first, products to put booking and ticket purchase into the consumer''s hands. And now Southwest sells the majority of its tickets via the internet.
People are very willing to use self-service systems like ATM''s and airline kiosks if they see a tangible benefit from them -- ATM''s give you 24-hour access to your money, while airline kiosks free passengers from interminable non-TSA lines at the airport. The airlines will still need ticketing agents, just as banks still need tellers, but they certainly won''t need as many.
The biggest advantage of the kiosks is that they''re willing to work 14-16 hour days, 7 days a week, 365 days a year. They don''t want vacations, though they might take some breaks when they need to be rebooted for some reason or suffer a hardware failure. They don''t want health benefits, they don''t go on strike, they don''t have unions.
For a long time, the vast majority of airline tickets were sold through travel agents; some thought that most passengers would never be sophisticated enough to navigate the computer systems of the airlines/GDS''s and book their own flights. Eaasy Sabre was one of the first, if not the first, products to put booking and ticket purchase into the consumer''s hands. And now Southwest sells the majority of its tickets via the internet.
People are very willing to use self-service systems like ATM''s and airline kiosks if they see a tangible benefit from them -- ATM''s give you 24-hour access to your money, while airline kiosks free passengers from interminable non-TSA lines at the airport. The airlines will still need ticketing agents, just as banks still need tellers, but they certainly won''t need as many.
sfb, glad to see you your thoughts and comments.
I''m amazed how the agents fight and try discredit the true value of the self service kiosk. The sad thing about it is that a caused the creation of this so called monster - self check-in. When will they realize their very own self centered actions and demands have caused management to create a new monster to actually help control, but not eliminate, the other monster - the actual tikcket agents at the counter. I know these are harse views coming from me and I know many, and I mean many, passenger service agents are very dedicated and committed to customer service, but the small few have created the monster. It is a matter of time before US releases the final enhancements to the kiosk porgram enabling the passsenger to do just about anything they want. The beauty is that transactions will get faster and faster and the agent will never be able to keep up. We will always need agents to do the impossible, but the average checkin for the passengers can be complete by the kiosk and we do not need as many agents at the counter(s).
I can speak freely since I no longer work for US and just 2 doors down for AC and CM. I''ll be honest with you, AC came from the ranks and will always be from the rank and file. I have the highest repect for him as well as agents in the field. I was with him during 9/11 around the clock for several days and that is where I saw the true AC. He is devoted to the agents in the field and is often blamed for many thing happening to layoffs etc. His actions may have hurt many, but most of you are still here - with a job. Things will get better - soon, and AC will part of the recovery.
I''m amazed how the agents fight and try discredit the true value of the self service kiosk. The sad thing about it is that a caused the creation of this so called monster - self check-in. When will they realize their very own self centered actions and demands have caused management to create a new monster to actually help control, but not eliminate, the other monster - the actual tikcket agents at the counter. I know these are harse views coming from me and I know many, and I mean many, passenger service agents are very dedicated and committed to customer service, but the small few have created the monster. It is a matter of time before US releases the final enhancements to the kiosk porgram enabling the passsenger to do just about anything they want. The beauty is that transactions will get faster and faster and the agent will never be able to keep up. We will always need agents to do the impossible, but the average checkin for the passengers can be complete by the kiosk and we do not need as many agents at the counter(s).
I can speak freely since I no longer work for US and just 2 doors down for AC and CM. I''ll be honest with you, AC came from the ranks and will always be from the rank and file. I have the highest repect for him as well as agents in the field. I was with him during 9/11 around the clock for several days and that is where I saw the true AC. He is devoted to the agents in the field and is often blamed for many thing happening to layoffs etc. His actions may have hurt many, but most of you are still here - with a job. Things will get better - soon, and AC will part of the recovery.
ClueByFour
Veteran
- Joined
- Aug 20, 2002
- Messages
- 3,566
- Reaction score
- 37
I try to use the kiosks when possible. However, particularly as a US1/2 who likes to do a rez like this:
1. Book ticket on website. Wait until it''s actually issued.
2. Call CP desk. Change seats to exit row. Queue upgrade(s).
Unless the upgrade clears, the kiosk checks me in about 10% of the time. When the upgrade clears, it checks me in about 59% of the time.
I try. Heck, I''ve had better luck with the online checkin.
1. Book ticket on website. Wait until it''s actually issued.
2. Call CP desk. Change seats to exit row. Queue upgrade(s).
Unless the upgrade clears, the kiosk checks me in about 10% of the time. When the upgrade clears, it checks me in about 59% of the time.
I try. Heck, I''ve had better luck with the online checkin.
The kiosks are great when they work, only problem is they still have a lot of kinks in them and its not encouraging to push people to use them and then have them not work, which happens quite a bit. Also many of the computer skittish (especially grandma down here who can hardly see) dont want to use it and will stand in a long line to speak with someone instead.
Name not matching (usually middle initial on CC or Jr or Sr) is probably the biggest problem.
Next is more than one reservation with the same last name on the flight. Computer doesnt always know which "Smith" to check in. Have also had it check in the wrong person before with the same last name.
Ticket has been reissued (change in flights, skd change reissue, etc). If my computer on this side of the counter knows which eticket is valid and ok status, why doesnt the kiosk computer figure that one out?
Asking for PNR locator. Why does US.com not have the same one as the computer is looking for? Pax eticketed thru rez show the US locator while US.com shows theirs, which doesnt work.
Had one today where the US3 was checking in and the computer kept asking him if he wanted to standby for the upgrade on the conx flight. Hit no, ok, went back to check in screen, hit confirm to continue, went back to asking if he wanted to standby to upgrade. It did this 3 times, and he finally hit yes to see what it would do. The computer locked up and said could not complete transaction see an agent. I called the Help Desk and they couldnt tell me why it happened.
I saw the list of upgrades coming, which will be nice when they are implemented and working. International checkin, reroutes on delayed or cancelled flights and several other changes. Also saw something today that I hadnt seen before. A refund due on a ticket. Pax checked in and said you are due a refund on ticket, refund to vchr or cc? She hit CC. Computer locked up and said see an agent. Not sure if this is loaded yet and not working right or just a taste of changes to come.
We tried at one time to make the KIOSKS look more user friendly. We took the ropes out from in front of the kiosks so people could just walk up and use them without having to go thru ropes and a line. Make it look quick and easy and so they knew what they were getting into instead of following a crowd into the kiosk line and then standing there waiting for someone to call them up. (How come in the other line they just walk up to you whether you are ready or not, but in the kiosk line they stand there and block those behind them?) Anyway, we were told that the ropes had to be up since this is the way CCY had planned the kiosks and we couldnt deviate, even though we got a better user response out of them without the ropes being up. This is where CCY needs to be a little flexible. You are pushing for us to get people to use them, and we found a way to make that happen, and then are told we cant do it that way. Makes no sense to me. DL and AA have NO lines roped off in front of their kiosks here and they look inviting and quick which is the whole purpose of them. The extra roped off line just makes it confusing as to where the passenger needs to go to stand in line. Someone want to help out with this?
Name not matching (usually middle initial on CC or Jr or Sr) is probably the biggest problem.
Next is more than one reservation with the same last name on the flight. Computer doesnt always know which "Smith" to check in. Have also had it check in the wrong person before with the same last name.
Ticket has been reissued (change in flights, skd change reissue, etc). If my computer on this side of the counter knows which eticket is valid and ok status, why doesnt the kiosk computer figure that one out?
Asking for PNR locator. Why does US.com not have the same one as the computer is looking for? Pax eticketed thru rez show the US locator while US.com shows theirs, which doesnt work.
Had one today where the US3 was checking in and the computer kept asking him if he wanted to standby for the upgrade on the conx flight. Hit no, ok, went back to check in screen, hit confirm to continue, went back to asking if he wanted to standby to upgrade. It did this 3 times, and he finally hit yes to see what it would do. The computer locked up and said could not complete transaction see an agent. I called the Help Desk and they couldnt tell me why it happened.
I saw the list of upgrades coming, which will be nice when they are implemented and working. International checkin, reroutes on delayed or cancelled flights and several other changes. Also saw something today that I hadnt seen before. A refund due on a ticket. Pax checked in and said you are due a refund on ticket, refund to vchr or cc? She hit CC. Computer locked up and said see an agent. Not sure if this is loaded yet and not working right or just a taste of changes to come.
We tried at one time to make the KIOSKS look more user friendly. We took the ropes out from in front of the kiosks so people could just walk up and use them without having to go thru ropes and a line. Make it look quick and easy and so they knew what they were getting into instead of following a crowd into the kiosk line and then standing there waiting for someone to call them up. (How come in the other line they just walk up to you whether you are ready or not, but in the kiosk line they stand there and block those behind them?) Anyway, we were told that the ropes had to be up since this is the way CCY had planned the kiosks and we couldnt deviate, even though we got a better user response out of them without the ropes being up. This is where CCY needs to be a little flexible. You are pushing for us to get people to use them, and we found a way to make that happen, and then are told we cant do it that way. Makes no sense to me. DL and AA have NO lines roped off in front of their kiosks here and they look inviting and quick which is the whole purpose of them. The extra roped off line just makes it confusing as to where the passenger needs to go to stand in line. Someone want to help out with this?
ITRADE
Veteran
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On 6/4/2003 11
07 PM Staffer wrote:
I can speak freely since I no longer work for US and just 2 doors down for AC and CM. I''ll be honest with you, AC came from the ranks and will always be from the rank and file. I have the highest repect for him as well as agents in the field. I was with him during 9/11 around the clock for several days and that is where I saw the true AC. He is devoted to the agents in the field and is often blamed for many thing happening to layoffs etc. His actions may have hurt many, but most of you are still here - with a job. Things will get better - soon, and AC will part of the recovery.
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Who are AC and CM???On 6/4/2003 11
07 PM Staffer wrote:I can speak freely since I no longer work for US and just 2 doors down for AC and CM. I''ll be honest with you, AC came from the ranks and will always be from the rank and file. I have the highest repect for him as well as agents in the field. I was with him during 9/11 around the clock for several days and that is where I saw the true AC. He is devoted to the agents in the field and is often blamed for many thing happening to layoffs etc. His actions may have hurt many, but most of you are still here - with a job. Things will get better - soon, and AC will part of the recovery.
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Question for the PIT agents concerning the kiosks.......
Since the counters don''t open until 4:45am (or there abouts) why aren''t the kiosks lefted active? It amazes me the number of people waiting in line at the counter waiting for the agents and the kiosks when you look at the opposite end of the ticket area and see UA, DL, NW, AA etc. all staffed and getting their customers taken care of. Both by agents and kiosks. Why is it that a hub airport (ha!) staffed that early in the morning like the other airlines? Or have the kiosks operational so you don''t have an angry customer first thing in the morning. Monday mornings thru security are a #### and it would be helpful to have the kiosks operating early.
Just curious.
Since the counters don''t open until 4:45am (or there abouts) why aren''t the kiosks lefted active? It amazes me the number of people waiting in line at the counter waiting for the agents and the kiosks when you look at the opposite end of the ticket area and see UA, DL, NW, AA etc. all staffed and getting their customers taken care of. Both by agents and kiosks. Why is it that a hub airport (ha!) staffed that early in the morning like the other airlines? Or have the kiosks operational so you don''t have an angry customer first thing in the morning. Monday mornings thru security are a #### and it would be helpful to have the kiosks operating early.
Just curious.
PITbull
Veteran
- Joined
- Dec 29, 2002
- Messages
- 7,784
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Staffer,
I guess in your eyes, any employee at any job that gets replaced by a machine is considered a "monster". Now its our fualt for defending the necessity of having a "human" touch do the work.
Wow...what have we become....did you think the agents were going to sit on this board and defend a damn machine which eliminates their jobs? This makes them monsterous?
I have been alive for a long time, and to this day I HATE having to go through "prompts" on the phone to get to a real person to talk to. In fact, I do all my banking at the "small town bank" Bell Federal. Why? Cause there are human beings that take your check through the drive throughs. And even though there is a ATM machines directly beside them...the lines are still long through the drive through....why? Because customers PREFER to speak to a real person. WHY? cause ATM machine usage went from no charge to a charge...to plenty of a charge for each use.
Eventually, U and every airline with these machines will CHARGE THE PAX for using this machine.
I am very good with the "crystal ball". And I am looking through this now and can see that there will be a charge for the use of this machine IN THE PAX FUTURE. Just like the food and drink you now receive on the airplane. PAX will pay. Whether you have less employees doing more, and profits galore, CORPORATE AMERICA WILL FIND A WAY TO MAXIMISE PROFITS, UNION OR NO UNION. Makes no matter to Corporate America. The consumer will pay in the end for convenience and speed. Period. Then, who will you blame with NO UNION MONSTERS?
I guess in your eyes, any employee at any job that gets replaced by a machine is considered a "monster". Now its our fualt for defending the necessity of having a "human" touch do the work.
Wow...what have we become....did you think the agents were going to sit on this board and defend a damn machine which eliminates their jobs? This makes them monsterous?
I have been alive for a long time, and to this day I HATE having to go through "prompts" on the phone to get to a real person to talk to. In fact, I do all my banking at the "small town bank" Bell Federal. Why? Cause there are human beings that take your check through the drive throughs. And even though there is a ATM machines directly beside them...the lines are still long through the drive through....why? Because customers PREFER to speak to a real person. WHY? cause ATM machine usage went from no charge to a charge...to plenty of a charge for each use.
Eventually, U and every airline with these machines will CHARGE THE PAX for using this machine.
I am very good with the "crystal ball". And I am looking through this now and can see that there will be a charge for the use of this machine IN THE PAX FUTURE. Just like the food and drink you now receive on the airplane. PAX will pay. Whether you have less employees doing more, and profits galore, CORPORATE AMERICA WILL FIND A WAY TO MAXIMISE PROFITS, UNION OR NO UNION. Makes no matter to Corporate America. The consumer will pay in the end for convenience and speed. Period. Then, who will you blame with NO UNION MONSTERS?
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On 6/5/2003 9
36 AM ITRADE wrote:
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AC is probably StafferOn 6/5/2003 9
36 AM ITRADE wrote: ----------------
On 6/4/2003 1107 PM Staffer wrote:
I can speak freely since I no longer work for US and just 2 doors down for AC and CM. I''ll be honest with you, AC came from the ranks and will always be from the rank and file. I have the highest repect for him as well as agents in the field. I was with him during 9/11 around the clock for several days and that is where I saw the true AC. He is devoted to the agents in the field and is often blamed for many thing happening to layoffs etc. His actions may have hurt many, but most of you are still here - with a job. Things will get better - soon, and AC will part of the recovery.
----------------
Who are AC and CM???On 6/4/2003 11
07 PM Staffer wrote:I can speak freely since I no longer work for US and just 2 doors down for AC and CM. I''ll be honest with you, AC came from the ranks and will always be from the rank and file. I have the highest repect for him as well as agents in the field. I was with him during 9/11 around the clock for several days and that is where I saw the true AC. He is devoted to the agents in the field and is often blamed for many thing happening to layoffs etc. His actions may have hurt many, but most of you are still here - with a job. Things will get better - soon, and AC will part of the recovery.
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My beef is not with the concept of kiosks enhancing the travel experience. My concern is that they are replacing too many human beings with "dumb" electronics. When weather hits, mechanicals, unanticipated events that effect not just one flight at a time, they are getting caught with their pants down, er, so to speak. That line you were standing in and telling you friends about that was an honest quarter mile long has now turned into just shy of a mile. With full planes(the goal), and limited options, it is even more difficult to accomodate. Now there is no one to help with the people using the kiosks, not sufficiently staffed to handle the problems at hand. Nor is there the hardware to support such a problem as they replace ckin positions with kiosks. It seems that either they dont care about this or they are just holding their collective breath, hiding under the covers hoping the big bad thing will go away and its not real. It is real and its inevidable.
It can''t be too difficult to have a computer re-book people when problems arise. On the kiosk, it could give you three options, and you choose one.
Sure, I like dealing with human agents, too, but actually I would rather deal with a kiosk where I can see options than call on the phone for re-booking. Over the phone, with no eye contact, I find it harder to communicate (especially if I''m on hold!)
Sure, I like dealing with human agents, too, but actually I would rather deal with a kiosk where I can see options than call on the phone for re-booking. Over the phone, with no eye contact, I find it harder to communicate (especially if I''m on hold!)
What if you couldnt use any of the options it gave you? Say it is a mech problem and the next avail is 3 days away? Would you not want to talk to someone? People generally dont operate in a pure logical sense, computers(with the exception of sabre)do. Numbers and bits. Unless the airlines are willing to let each other know what their bookings are, right now, it cant happen. The information given from one airline to another is not accurate on the computer. It may show seats, but you must call and verify if the seats are acctually there. It is not as simple as it looks from your side of the counter.If anyone has any problem conceptualizing the options given, I wouldnt have any problem showing them my screen and explaining what it means.
PIT
I read your comments and I''m sorry for sounding brash, but the real issue is in order for US or any other major to stay profitable they must find ways to reduce costs. Labor is highest cost. You are right about the human touch and I too like/prefer working with ticket agents if possible, but there are times when all I need to do is simply check in and the kiosk is faster everytime.
The fact is kiosk do not have bad days. The kiosk does not have an attitude, finacial worries or wonder if everything at work is going to run smoothly. Agents have these burdens and , unfortunately, these burdens may cause problems the passengers do not need to be exposed to. The kiosk is designed to perform simplistic transactions that require very few alternatives to resolve. The agent is best suited for the more educated and skilled transactions. The the kiosk will never be better than the agent, but it will help the agent, the airline, and most importantly, the industry perform better.
In fact, what I did for US, NW and AA was once, and in some ways still is, a high demand skill. The industry, along with my help, pretty much automated my what I though at the time was the everlasting surething career. What used to take me days and sometimes weeks to accomplish can now be completed in a few minutes. Once the program was developed I didn''t cry about it - I accepted it and sought ways to use the software/"the machine" where I could became even more valuable. Through using the program and accepting change, I bettered myself, became more proficient and today have more job security than I could ever imagine. Yes, my story ended up with a happy ending. the good thing is the ticket agent(s) and "the kiosk" can also have the same success. All the agent needs to do is accept change.
Not to beat a dead horse, but "management''s" true goal is to make the company successful and profitable, which is critical for everyone. Unfortunately, to accomplish the success and profitability, some costs (pain, job loss, layoffs) must be realized. In the end, the agent wins, you win and the airline keeps flying.
I hope this explains my position.
By the way, I''m have more hair than AC.
I read your comments and I''m sorry for sounding brash, but the real issue is in order for US or any other major to stay profitable they must find ways to reduce costs. Labor is highest cost. You are right about the human touch and I too like/prefer working with ticket agents if possible, but there are times when all I need to do is simply check in and the kiosk is faster everytime.
The fact is kiosk do not have bad days. The kiosk does not have an attitude, finacial worries or wonder if everything at work is going to run smoothly. Agents have these burdens and , unfortunately, these burdens may cause problems the passengers do not need to be exposed to. The kiosk is designed to perform simplistic transactions that require very few alternatives to resolve. The agent is best suited for the more educated and skilled transactions. The the kiosk will never be better than the agent, but it will help the agent, the airline, and most importantly, the industry perform better.
In fact, what I did for US, NW and AA was once, and in some ways still is, a high demand skill. The industry, along with my help, pretty much automated my what I though at the time was the everlasting surething career. What used to take me days and sometimes weeks to accomplish can now be completed in a few minutes. Once the program was developed I didn''t cry about it - I accepted it and sought ways to use the software/"the machine" where I could became even more valuable. Through using the program and accepting change, I bettered myself, became more proficient and today have more job security than I could ever imagine. Yes, my story ended up with a happy ending. the good thing is the ticket agent(s) and "the kiosk" can also have the same success. All the agent needs to do is accept change.
Not to beat a dead horse, but "management''s" true goal is to make the company successful and profitable, which is critical for everyone. Unfortunately, to accomplish the success and profitability, some costs (pain, job loss, layoffs) must be realized. In the end, the agent wins, you win and the airline keeps flying.
I hope this explains my position.
By the way, I''m have more hair than AC.
