Qantas to Remove Domestic Boarding Pass Printing from Kiosks

[RichardMEL]

Reported earlier that they still print the paper receipt (BP). They used to work in tandem with the totem poles (tap your card on arrival to checkin).

yup.

Presumably you can still scan the physical card at the kiosk if you weren’t able to checkin online via pc, laptop, tablet, phone…

The problem is that he new kiosks do NOT do check in even!!! This is half the problem imo!

per: New Qantas self-service kiosks “four times quicker” than existing machines – Business Traveller

Those passengers who arrive at the airport without having checked will need to scan a QR code to do so online, before receiving a digital boarding pass which will enable them to use the new kiosks – Qantas said that more than three quarters of its customers now check in online.

And IIRC there's signage there with the QR code to scan and all.. but basically it's just pointing you to OLCI.. which you need a mobile device for etc, so if you have that, and you don't have a too old or incomptable phone (woof!) you'd probably have the app... but anyway you cannot directly use these kiosks to check in that I can tell.. which is absolutely ridiculous.

While this fits with the no printing of BP's from kiosks (because well, in order to use them you already need to have a digital BP and thus a mobile device yadda) the logic deployed here is a step back in customer service imo.

it's kind of like woolies' self service machines rejecting you and saying - hey you should have scanned your avocado and loaf of fancy bread when you picked them up with your phone... this self service system only takes your payment. If you got a problem with that go see a check out operator in the one line open... ha!

so yeah, the days of rocking up with a card (physical or digital) to the loby and zapping it at a kiosk are goneski. It's off to the far queue (or lounge) for you....

 

[Must...Fly!]

Just remember behind a decision like this is some kind of report or business case making it seem like the right thing to do!

 

[1022]

Just remember behind a decision like this is some kind of report or business case making it seem like the right thing to do!

I really really would love to see said business case. I’m genuinely curious as to what the supposed rationale is.

 

[tdimdad]

I really really would love to see said business case. I’m genuinely curious as to what the supposed rationale is.

And the post-impementation review and benefits realisation reports. Business Cases are often rather aspirational compared to the realities and - unfortunately - are often judged by $ figures only rather than including also the customer experience, loyalty, etc.

 

[RichardMEL]

Business case probably something like this in a nutshell:

- savings $x on BP printing costs, supplies and staff time to fix old equipment, refill supplies, etc
- savings in time for pax to drop bags, faster bag tag printing (one of the big selling points) thus more efficient dom pax flows
- improvement in customer satisfaction* due to faster process
- "negligible" impact on queues for staffed check in/bag drop desks; no increase in staff costs.

supported by

- X pax/day average use kiosks to check in (vs bag tag printing only)
- Y% of domestic pax using OLCI methods then bag drop only
- Z (tiny) number of pax using other kiosk functionality (eg: fly foward, seat selection change) proving these functions not needed
- average cost impact of 10+ year old kiosks - ie: breakdowns and fails increase with ageing equipment)


(* spin)


Of course what would be interesting, as above, is any stats post installs of - manual airport check ins done (before v after), queue lengths as a result, increased demand to do previous functionality eg seat changes, fly foward, print BPs etc. ie: is there really an impact on domestic terminal ops or not as a result of these changes.


as an aside.. I wonder what happens at an airport like OOL with common use terminals for check in? anyone know?

 

[Seat0B]

Exactly. Spend my life with a flat phone. I might check in online but have no juice when I get to the gate.

Yes me too - often run out of battery although my new phone does last better than its now defunct predecessor.

edit to fix rogue autocorrect apostrophe. Yep I’m a grammar pedant

 

[encryptededdy]

- savings $x on BP printing costs, supplies and staff time to fix old equipment, refill supplies, etc
- savings in time for pax to drop bags, faster bag tag printing (one of the big selling points) thus more efficient dom pax flows
- improvement in customer satisfaction* due to faster process
- "negligible" impact on queues for staffed check in/bag drop desks; no increase in staff costs.

Also if the software for the kiosks isn't off the shelf and had to be developed, I'd imagine it's much cheaper for them to not including the Check-in functionality, which is probably somewhat complex.

 

[LondonAussie]

This is wild, I've only just seen this (haven't been in Aus for a while) and very surprised. I'm sure it's going to confuse a lot of tourists. Self-service check-in kiosks are the norm around the world, and are normally multi-airline kiosks that cater for the multiple airlines flying out of that terminal.

 

[PumaPilot]

They have completely lost they're effing mind. I was in Perth 3 weeks ago for 3 days of meetings medicals and dunker training. On the last day in Perth, my iPhone stopped working. I went into the Apple Store in Hay st and they gave me a new phone under warranty. They said NOT TO transfer the data from the old phone to the new phone as the issue would transfer across (don'y shoot the messenger, that's what the Apple staff said to do). I arrived at the airport with an existing booking but no way of accessing it as my mail hadn't been set up etc. I went to the one and only Qantas staff member working hard and explained the situation, she printed me a new card. Another point, my father is is in his late 70's has a smart phone but it may as well be a piece of stone, how the HELL does he manage. Effff of Qantas, Stop being stupid and thinking everyone is tech savvy

 

[AustraliaPoochie]

Slightly/majorly OffT,
Not to mention, a few weeks ago, I made a QFd booking, got the emailed invoice, and PNR, I wrote that down, then went to the app on my Android device.
Yep, the booking was not there, so I had to physically enter the details myself.
Would have thought that the booking would have transferred automatically from the booking system to the app.OnT.
Probably have to wait till AJ decides to go, and then see what the new CEO will decide, ie, whether to bring back airport BP printing, or something that is more workable, or that he/she (new CEO) will bring in more QF Aust based CSA.
Or, AJ could do a president Xi sort of thing, and stay as CEO for life.
Edit: wonder, if (all) these decisions got pass AJ, or only his lower grade head of department/s.

 

[Must...Fly!]

AJ wouldn't see the granular detail but I would assume he'd be across the change. Fair chance it would come up in an interview and he'd need some talking points to throw a positive light on it if required.

 

[SYD]

I made a QFd booking, got the emailed invoice, and PNR, I wrote that down, then went to the app on my Android device.
Yep, the booking was not there, so I had to physically enter the details myself.

In decades of flying, I’ve never had a QF booking not appear in MMB or app (since the tech came online) when FF# and personal details are entered correctly at time of booking. Yes, there can be varying time delays with e-ticket turning up but the booking is there immediately.

I’m really struggling with the angst in this thread. I’ve not needed to use a kiosk for a *very* long time. I checkin online (usually app) add the BP to my wallet. If I have luggage, head straight to the bag drop off and despatch.

There seems to be a bunch of peeps who want the souvenir printed BP. Just ask at the QP if they can print it because “my phone battery is going flat”…

I accept there’s some concerns with “older” PAX, but presumably they got as far as booking a flight in the first place? I suspect the local FlightCenter PC lets you checkin online? Or there’s the “auto checkin” feature that replaces the need to actually checkin at the kiosk if you’ve not managed to access a PC, laptop, tablet or smartphone prior to arriving at the airport.

This is wild, I've only just seen this (haven't been in Aus for a while) and very surprised. I'm sure it's going to confuse a lot of tourists. Self-service check-in kiosks are the norm around the world, and are normally multi-airline kiosks that cater for the multiple airlines flying out of that terminal.

This is limited to domestic checkin only (so only QF from QF terminals) but anyway hasn’t RyanAir (and others) acclimated Europeans to do online checkin before arriving at the airport?

 

[eminere]

In decades of flying, I’ve never had a QF booking not appear in MMB or app (since the tech came online) when FF# and personal details are entered correctly at time of booking. Yes, there can be varying time delays with e-ticket turning up but the booking is there immediately.

I thought we had established in another thread that AP's phone isn't an officially recognised Android phone or something like that. I imagine that the issue here is with the phone rather than the Qantas app.

 

[AustraliaPoochie]

Yes, new phone that has app now residing on the screen.
Before this one, the Google Play system would not download the QFF app, always came up not compatible.
Now the app is there/here on screen, but the booking had to to be physically added.
It's there in QFF MMB.
Thanks for the feedback tho.

 

[TheInsider]

Yes, new phone that has app now residing on the screen.
Before this one, the Google Play system would not download the QFF app, always came up not compatible.
Now the app is there/here on screen, but the booking had to to be physically added.
It's there in QFF MMB.
Thanks for the feedback tho.

Then your possibly not logged in to your account or the frequent flyer number isn't in your booking then.

 

[PumaPilot]

I think some people are missing the point. Qantas are now mandating you too carry a smart phone and be tech savvy. These apps at best a moderately easy to use for an older person and in some cases down right impossible. Often a younger relative would have made the booking for an older family member etc. I do 6-8 QF flights every 2 weeks, the number of times I see a very old frail person sitting in an over wing seat would be 20% of the time, this is something the app doesn't pick up on. I get sick to my back teeth of tech savvy people who look down there nose at people like me who struggle;e with smart technology. Apps etc should be designed so ANYONE can use them not just the tech savvy but I find very few App developers trail them on idiots like me. When was the last time AJ checked in as a member of the public ? Never

 

[RooFlyer]

I think some people are missing the point. Qantas are now mandating you too carry a smart phone and be tech savvy. These apps at best a moderately easy to use for an older person and in some cases down right impossible. Often a younger relative would have made the booking for an older family member etc. I do 6-8 QF flights every 2 weeks, the number of times I see a very old frail person sitting in an over wing seat would be 20% of the time, this is something the app doesn't pick up on. I get sick to my back teeth of tech savvy people who look down there nose at people like me who struggle;e with smart technology. Apps etc should be designed so ANYONE can use them not just the tech savvy but I find very few App developers trail them on idiots like me. When was the last time AJ checked in as a member of the public ? Never

Bloody well said!

 

[SYD]

I think some people are missing the point. Qantas are now mandating you too carry a smart phone and be tech savvy.

No, there’s still manual checkin or print at home/work options but you could argue that it’s discriminating against those occasional domestic flyers who don’t have a phone etc.

 

[Vic]

There seems to be a bunch of peeps who want the souvenir printed BP. Just ask at the QP if they can print it because “my phone battery is going flat”…

That's the next kind of interesting part about my last experience with the kiosk saying 1 bag was over my luggage allowance (recap, 4x pax 1 plat, 1 gold, 1 silver, 1 nothing, in business class).

Business check in desk asked "You'll be ok with the electronic BP". me, I guess.

I suspected there might be some issue with my phone only having my BP, not the other 3 pax on the booking. Asked if everyone has the BP on their phone.
The no status person - "no how do I get that"
me: "Install the app"
other: " WTH would I install an app" lol

Asked the Club to print out the BPs. The printer jammed...

 

[encryptededdy]

other: " WTH would I install an app" lol

Btw you can get a digital boarding pass and check in online just using a mobile web browser, no app needed. I believe they SMS you the link when OLCI opens.