Inept Checkin Defies Logic

[juliusg]

April 21 Thursday before Easter is obviously really busy. Allowing an hour to check in, the automatic kiosk rejected me twice consigning me to the slow Tullamarine queue. It was 3.15pm. At 3.30pm the 12 of 20 desks that were open were not really processing the queue. They were handling Priority Checkin; and a line of passengers plucked from the queue for their forthcoming flights. "4pm to Brisbane", the queue mistress called. Eight more onto the desks, ahead of the queue. But my 4.15 to Sydney was not called. When I got to the desk at 3.50pm, the clerk advised me I had missed my flight. Her supervisor OK'd me to fly later, so I was on the 5.30 that left late.

So: if VB is serious about rebranding and chasing business pax (me), why screw up the fundamentals and only have 12 of 20 desks staffed at what obviously MUST be a very, very busy time?

Also if there is a flight expedition procedure with the queue being called, either do it for ALL flights, or don't do it all.

What incentive do I have to try again? And don't say price, the one way leg was $200.

 

[juliusg]

Here's a nice counter to my post about ridiculously mismanaged Easter checkin.

Fast forward to yesterday (2 May), same place, same time. No queues anywhere. Walk up to Service desk and enquire as to cost of earlier flight. I am on a $80 flight, at 7.15pm. It is 4.30pm, and I am prepared to pay up to $120 right here, right now, to get on the next flight.

"I can move you, no cost", she says.

"Really??"

"Yes, ohh, seats are tight. What preference?"

"Window, aisle but beggars are not choosers", I reply.

"Here we go, 1A. It's seat only, no premium service".

So I get on the 5.15, delayed a little to 5.30, leaves at 5.45, Sydney at 7 instead of 9.30pm!

Asked why the changes, the service agent explained they had some flights cancel to Sydney so she had carte blanche to move people.

Although unrelated to the previous post, I thought it would be nice to share a positive against the very negative experience just a week or so prior.

- Julius

 

[samh004]

I think all airlines have a little of both at times

Good to see it balanced itself out though.