Priority Check-In, at the expense of...?

[preiffer]

Contentious as always, here's one to "put out there"...

So, everyone with a Silver/Gold card loves the idea of priority check-in. Regardless of ticketed class of travel, you can skip the queues, (hopefully) a bit more time & attention, etc etc. All good things.

BUT, recently I've started to think this is at the expense of the "real" Premium Passengers.

Now, this isn't a dig (at ANYONE! - I've used J check-in when travelling PE before) - people are purely using the service that they're given access to by VS, but let me give you some scenarios I came across this morning at Upper Class check-in:

Au member in Y, trying to get an exit seat for £50
Au member in W, trying to get an Op-Up to J, insisting the agent "tries again"
Au member in Y, trying to upgrade to "anything" with miles, on a non-upgradable ticket
Regular J passenger, just trying to check in
Me, having already checked into J online yesterday

Now, believe me, I KNOW the benefits of priority check-in are a really powerful selling point for FC status but I wonder if there's a more appropriate way of doing it?

Realistically (and I'm sure this happens at PE), MOST FC members using premium check-in on a non-premium flight are extremely likely to be trying to "do" something with their ticket - or at least have some questions/complications. All of this activity actually holds up those that are already "sorted out". At LHR, it's not always an issue as many J passengers arrive by DTCI - but at pretty much ALL outstations, this must surely cause issues?

Looking at it this way:

Regular J passenger, checkin 10 minutes.
(...at the expense of those waiting for a simple 2 minute deal)

Perhaps it's time for an "FC complications" checkin?



As I say, just puttin' it out there... [:w][8D]

[Pete]

I often fall into the W > J category, but I know unless I'm already offered an op-up that Check In isn't the best place to try and negotiate. I leave that until I get to the Clubhouse - the coincierge normally has more time to look at the options and make a couple of calls. Therefore I generally take < 2 minutes at check in too.

[fozzyo]

Originally posted by preiffer
Perhaps it's time for a "FC complications" checkin?

Or the check in agents refer any Au member queries to the Clubhouse concierge where they are in a better place to action changes, for example they have given me a Y exit row seat without charge where PE check-in insisted I had to pay.

Making any change to how you check in as a premium passenger (all Au members must be considered such) just devalues the status, something that can't really be accepted.

[Decker]

ditto

I've often not used the Upper Class checkin at LHR, as the PE queue normaly moves faster in my experience.
Some interesting thoughts though.

[Nottingham Nick]

Oooh, controversial, I like controversial!

Whilst I can see you point that the full J passenger who has shelled out big bucks (or at least their company has [}:)]), needs to be pampered to the Nth degree, but surely full J pax take advantage of the drive through check in, and avoid the queues all together?

Why remove one of the very few perks open to Silver members?

If a UC passenger doesn't like to queue, they won't travel on discounted tickets.

I would also say that I have noticed that the PE queues at LHR are often shorter than the UC ones. They are certainly faster moving, so I just go to the shortest queue.

Just my thoughts.

Nick

If I recall, Silver gets you to the PE Queue, Gold gets you to the UC queue. I do not think UC pax would be impacted by the Silver members checking in.

[honey lamb]

Whilst I can see you point that the full J passenger who has shelled out big bucks (or at least their company has ), needs to be pampered to the Nth degree, but surely full J pax take advantage of the drive through check in, and avoid the queues all together?

That's fine if you live in an area where you can use the CDC and therefore DTCI but for me and a few others (mitchja for example) who have to take connecting flights, it's not an option. [V]

Last time I flew in UC, I was delayed at check-in for some of those reasons as well as a group who had to be re-booked because one of their group had an out-of-date passport. When my turn came I too was through in 2 minutes. I had always determined that if I was travelling on a PE ticket and was seeking an upgrade i would do it in the clubhouse. One thing I learned from various TRs is that it stands a better chance of success

and of course, the OP was mentioning the 'priority' check-in available in the outstations where DTCI is not an option as well.....

[mitchja]

I also tend to get processed at check-in pretty quickly as I would save any ammendments to my booking until I reached the CH so I fall into the checked in the <2 minutes group. The only ammendments I would likely make would be miles upgrades, but only if I was on the right fare. I also try and do this before I arrive at the airport and dont ask if I'm not on an upgradeable fare.

My HKG flight will be an intersting one as I'm currently on a reward T economy fare out-bound and am looking to upgrade this with more miles to either a U or G but so far nothing is available and looking at HKG reward booking history, VS often open up more J/W reward availability on the day of departure.

As HL mentioned DTCI is not an option for me. The only way I could use it was if I flew down the night before and used DTCI from a hotel in London. Not wanting to take this OT but does anyone actually know what happens if I were on a J ticket and connecting from MAN. You used to get a free connecting flight instead of a CDC but not sure if that is still the case [:?]

Regards

[HighFlyer]

If i have a check-in that's <2 minutes, i count myself lucky, it doesn't seem to be the norm for me. and i dont usually ask anything other than whether i got my pre-allocated seat. Probably around 6-8 minutes if all goes well. Maybe that's part of the pleasure of travelling with LRoM .

I find the issue here is more to do with staffing levels on the UC check-in, particularly at LHR. There is often only one or two staffers manning the desk and if there is a slight issue they seem to disappear for ages while letting the queue build up and nobody seems to try and expedite the waiting passengers.

Thanks,
Sarah

[RichardMannion]

I see where Paul is coming from with this. As the boys have said, best place to do all of this stuff for an Au is at the concierge desk in the CH. For Ag's, that's another story, as we all know that use of PE check-in is probably one of the few real benefits at that tier.

Though I've recently had to spend 10 mins plus at UC check-in without even trying to do any of the upgrading delay, issues with my ticket and no fault of mine.

[ChuckC]

Preiffer's concern is well placed though I tend to agree with HighFlyer. The lower staffing level at UC check-in, especially at LHR, surprises me. This combined with the construction activity makes for an interesting if not always smooth first impression.

On my last LHR check-in, there was a family ahead of me and they must have been at the counter at least 15 minutes due to a problem with one of their number's passport. For nearly ten of those fifteen minutes there was no other UC agent.

Chuck-

I find the issue here is more to do with staffing levels on the UC check-in, particularly at LHR. There is often only one or two staffers manning the desk and if there is a slight issue they seem to disappear for ages while letting the queue build up and nobody seems to try and expedite the waiting passengers.

I wonder if this is just a ploy to encourage us to use online and kiosk check-in.

-Steve

[Scrooge]

Originally posted by ukcobra
I've often not used the Upper Class checkin at LHR, as the PE queue normaly moves faster in my experience.
Some interesting thoughts though.

Originally posted by ChuckC
Preiffer's concern is well placed though I tend to agree with HighFlyer. The lower staffing level at UC check-in, especially at LHR, surprises me. This combined with the construction activity makes for an interesting if not always smooth first impression.

On my last LHR check-in, there was a family ahead of me and they must have been at the counter at least 15 minutes due to a problem with one of their number's passport. For nearly ten of those fifteen minutes there was no other UC agent.

Chuck-

Well I don't want to turn this into a total bitch fest, but is it just me or has the ground side gone to hell since the out sourcing started.

At various stations in the US upon presenting my UK passport and green card the first question asked is "where is my I-94?"
Simple training says that funny little piece of plastic you are holding means I do not need an I-94, but this just confuses the heck out of the agents..though I do have to say not in UC at SFO who didn't even blink [y]

Chuck brings up a good point, UC check in at LHR is a joke, at "rush hour" there are way to few agents positions for the number of flights/pax leaving. My/our next UC flight will be on VS23/24 where we can avoid this situation and maybe...just maybe actually make it to the CH without having to stand in line for over an hour.



Ok now what was the OP...oh yeah..well human nature says it can't hurt to try to get something for free, however of course it is making a mess of the check in process for those of us that just want to throw our bags at someone and get on the plane.

Though someone maybe gold they do not necessarily have an idea off how the upgrade system works and the fact that the CH is the best place to get it done (note: another benefit of being a member here), heck I didn't...but then again all my op ups were done on the plane itself.

Now the thing is...VS will not go to the expense of creating another area strictly for UC check in..won't happen..also for some reason at least at LHR they are space constrained.

Another way of looking at it...the real premium pax will be arriving by limo..so who cares about the check in area [:(!]

[Nottingham Nick]

Originally posted by Scrooge
....is it just me or has the ground side gone to hell since the out sourcing started.....

As with any big organisations, there are some exceptions that prove this rule, but I think you have hit the nail firmly on the head there.

Nick

[mitchja]

Originally posted by Nottingham Nick

Originally posted by Scrooge
....is it just me or has the ground side gone to hell since the out sourcing started.....

As with any big organisations, there are some exceptions that prove this rule, but I think you have hit the nail firmly on the head there.

Nick

I agree. It works at SFO, so why can't it work everywhere else [:?]

Regards

[Scrooge]

It all works at SFO for a couple of reasons.

One flight a day and lots of counter space, Paul you may be able to answer this better than me...LHR has 4 UC check in spots..so does SFO, you have maybe 60 people a day use those 4 spots at SFO and maybe 800 at LHR.

It will be interesting to see what happens at Terminal 5, I am wondering how many CW check in counters they will have.

I agree that the best thing to do with Au's who want special things, and there's nothing to stop them being checked-in as-is, is to refer them to the Concierge desk in the Clubhouse. The pax can then sit in comfort with their choice of tipple, while the Concierge does the legwork to try and fix their seat assignment, upgrade request, whatever.

I also agree that there should be more Upper check-in desks provided at LHR. Of the three desks, there's often no more than two open, and even if you've done OLCI, it's not unusual to find a glacially moving queue at bag drop.

I guess the other option would be to have a "referrals" agent at Upper check-in for people with complex problems such as invalid documents, ticketing irregularities, etc., which stop check-in completing. The referrals agent takes the pax to one side (maybe give them somewhere to sit) while investigating the problem, freeing up the check-in desk to continue to process the check-in line, removing the "disappearing for ages" issue.

The other question I have is how these passport problems, such as expired documents, etc., get past the "document police" at the entry to the queue? One of the ground agent staffers on V-Flyer had once said these are "specially trained document fraud experts". Hmm...

I wonder if the new Upper check-in lobby will just be for CDC pax, or whether it will be extended to all Upper Class pax?

Mike

[Scrooge]

Originally posted by mike-smashing


The other question I have is how these passport problems, such as expired documents, etc., get past the "document police" at the entry to the queue? One of the ground agent staffers on V-Flyer had once said these are "specially trained document fraud experts". Hmm...

Mike

Oh please...for the first time in 5 years my wife was questioned about her ticket not matching her passport last week, her name change is on the back page, her photo has her maiden name on it.

I should also note that this has gotten by TSA as well, it was a ticket checker at FLL that finally caught it [:#]

Originally posted by HighFlyer
I find the issue here is more to do with staffing levels on the UC check-in, particularly at LHR. There is often only one or two staffers manning the desk and if there is a slight issue they seem to disappear for ages while letting the queue build up and nobody seems to try and expedite the waiting passengers.

Absolutely, and as others have commented the number of UC counters and then the number staffed at LHR is poor and needs attention. As does a little training perhaps, for example query on upgrade, "please go to lounge and concierge", paid for or miles upgrade "please visit ticket desk".

That said, it often seems that even a small problem / question at check-in can cause a long delay, especially when the staff member has to disappear to resolve it. VS should have a senior staff member checking the wait time and allocate staff quickly on an as need basis.

Can someone please explain what DTCI is?

[HighFlyer]

Originally posted by northanstar
Can someone please explain what DTCI is?

Drive Thru Check In. A service available to UC passengers at LHR, LGW and JNB when travelling on a J or D UC fare, or when buying the CDC/Limo transfer with miles. You are checked in for your flight, relieved of luggage and boarding passes handed over all from the comfort of your car.

Thanks,
Sarah

[Nottingham Nick]

Originally posted by northanstar
Can someone please explain what DTCI is?

In addition to Sarah's answer, you will see that DTCI is underlined. Any word like this is a recognised acronym or abbreviation. If you hold you mouse pointer over any of the underlined words, their meaning will appear.

eg LHR LGW AFAIK PE

Nick

If I was to use status to upgrade my check-in experience from Y, I'd probably use PE check-in as, in my experience, it's often a lot faster. UC check-in is generally apalling at LHR with the outstations fairing much better. Last month, there were two UC counters open at DXB for a pretty empty flight whereas LHR has four (if all the agents manage to remain in their seats) for hundreds of pax[V]

45.