Premier check-in - self service?!?
#1
Original Poster
Join Date: Mar 2000
Location: Wayne, NJ USA
Programs: UA Million Miler, Lifetime United Club member
Posts: 2,176
Premier check-in - self service?!?
The new Terminal A at EWR is indeed very nice, including the UC. But I find it unacceptable that the Premier check-in area requires self bag tagging at a kiosk, after which you have to bring your bag to a counter to be loaded. I believe this is even the case for the 1K and Global Services check-in (behind glass).
As a Premier member, I expect to have someone process my check-in; primarily my checked bag. Is this a test by UA? Is this practice done at any other airport? (Certainly not the case at EWR A). Are they testing the waters of how little service they can give to their starving Elites, who now have little chance for upgrade with lower cost paid FC, and devalued mileage reward schemes?
Thoughts?
As a Premier member, I expect to have someone process my check-in; primarily my checked bag. Is this a test by UA? Is this practice done at any other airport? (Certainly not the case at EWR A). Are they testing the waters of how little service they can give to their starving Elites, who now have little chance for upgrade with lower cost paid FC, and devalued mileage reward schemes?
Thoughts?
#2
FlyerTalk Evangelist
Join Date: Sep 2003
Location: Honolulu Harbor
Programs: UA 1K
Posts: 15,066
Bag drop short cut works pretty well IMHO. Faster than Premier check-in at HNL. I just go w/ whatever's fastest - agent involved or not. I'm not sure where you've been in last couple of years, but the move towards kiosks (even in Premier Access areas) has been going on for a while. A lot of airports will still help people who need to be serviced at a counter - it'll just take longer.
#3
Join Date: May 2007
Programs: UA 1K, Hyatt Globalist
Posts: 5,639
LAX has primarily self-service kiosks in the main premier area, with roving agents to help as needed but AFAIK none behind a traditionally staffed counter. There is a separate 1K/Polaris line with two traditionally staffed counters, and a GS lobby but I don't know what goes on in there.
#4
Join Date: Feb 2005
Location: DEN, or so it says...
Programs: UA1K/RCC, Avis CHM, NWA Plat, SPG Plat
Posts: 2,891
I've had this happen a couple of times lately, both at EWR and SEA. I went up to the agent and they directed me to the kiosk. When I said I wanted them to help me, they said I had to use the kiosk.
#5
Original Member
Join Date: May 1998
Location: CT/NY
Programs: UA 1K/1MM, AA EXP, Marriott LT Titanium, Hyatt Globalist, IHG Plat Amb
Posts: 6,049
The new Terminal A at EWR is indeed very nice, including the UC. But I find it unacceptable that the Premier check-in area requires self bag tagging at a kiosk, after which you have to bring your bag to a counter to be loaded. I believe this is even the case for the 1K and Global Services check-in (behind glass).
As a Premier member, I expect to have someone process my check-in; primarily my checked bag. Is this a test by UA? Is this practice done at any other airport? (Certainly not the case at EWR A). Are they testing the waters of how little service they can give to their starving Elites, who now have little chance for upgrade with lower cost paid FC, and devalued mileage reward schemes?
Thoughts?
As a Premier member, I expect to have someone process my check-in; primarily my checked bag. Is this a test by UA? Is this practice done at any other airport? (Certainly not the case at EWR A). Are they testing the waters of how little service they can give to their starving Elites, who now have little chance for upgrade with lower cost paid FC, and devalued mileage reward schemes?
Thoughts?
#6
Join Date: Feb 2015
Location: BOS
Programs: UA Gold, Amex Platinum
Posts: 102
I can understand the frustration. At BOS, there are always well-staffed counters for 1K/Polaris and *Gold, so I've never really even thought of using the self-serve kiosks outside the Premier check-in area.
The other month, I was completely overwhelmed at PHX when trying to navigate the post-NCAA finals crowd (was there for a wedding personally) when the Premier line was 50 people deep and the kiosk area was a free-for-all and I'd never used the machines before. I think there was roughly one agent working the kiosk area. Needless to say, I missed the bag cutoff by 5 min, they wouldn't make an exception, and it was a very long trip home (but was able to be rerouted through SFO/EWR to enjoy the 757 up front).
The other month, I was completely overwhelmed at PHX when trying to navigate the post-NCAA finals crowd (was there for a wedding personally) when the Premier line was 50 people deep and the kiosk area was a free-for-all and I'd never used the machines before. I think there was roughly one agent working the kiosk area. Needless to say, I missed the bag cutoff by 5 min, they wouldn't make an exception, and it was a very long trip home (but was able to be rerouted through SFO/EWR to enjoy the 757 up front).
#7
Join Date: Aug 2019
Programs: UA 1K, Hertz Pres Circle, Hilton Gold, HGV Elite Plus, Choice Platinum
Posts: 13
I was checking in at Vegas a couple of weeks ago. Walked up to the agent. She said, can you go use the kiosk and take your bag over there after you print the bag tag! She said her printer wasn't working. So, I'm thinking why are you standing at that station, it does no good because nearly everyone using the agents service will need something printed, most often bag tags.
#9
Join Date: Apr 2005
Location: SFO, SJC, HNL
Programs: UA 1K, 2.4MM; AA EP
Posts: 143
Shortest line =/= fastest. But I agree that bag drop works. My lack of confidence doesn't allow me to leave the area until I see my checked bag moving on a belt so I always wait for the helper to move it to the next step before I leave.
#10
Join Date: Nov 2013
Location: NYC / TYO / Up in the Air
Programs: UA GS 1.7MM, AA 2.1MM, EK, BA, SQ, CX, Marriot LT, Accor P
Posts: 6,434
I can understand the frustration. At BOS, there are always well-staffed counters for 1K/Polaris and *Gold, so I've never really even thought of using the self-serve kiosks outside the Premier check-in area.
The other month, I was completely overwhelmed at PHX when trying to navigate the post-NCAA finals crowd (was there for a wedding personally) when the Premier line was 50 people deep and the kiosk area was a free-for-all and I'd never used the machines before. I think there was roughly one agent working the kiosk area. Needless to say, I missed the bag cutoff by 5 min, they wouldn't make an exception, and it was a very long trip home (but was able to be rerouted through SFO/EWR to enjoy the 757 up front).
The other month, I was completely overwhelmed at PHX when trying to navigate the post-NCAA finals crowd (was there for a wedding personally) when the Premier line was 50 people deep and the kiosk area was a free-for-all and I'd never used the machines before. I think there was roughly one agent working the kiosk area. Needless to say, I missed the bag cutoff by 5 min, they wouldn't make an exception, and it was a very long trip home (but was able to be rerouted through SFO/EWR to enjoy the 757 up front).
Just so everyone knows -- the process to check in a bag (domestically) at HND is amazing -- it's all automated -- you put your bag in the machine, scan your BP, the bag tag is printed (and you don't need to pull anything off the tag it's ready to apply), you apply the tag and then the machine will close and swallow up your bag -- a receipt prints out and you are on your way. It's a thing of beauty...
#11
Join Date: Dec 2019
Location: IAH
Programs: MileagePlus-Premier Silver, Marriott Bonvoy-Silver Elite
Posts: 712
I'm with OP on the "why should I do my own bag tagging when I have Premier Access"? However, I'll do the quicker of the 2 if the lines are crazy long at counter.
Just came back from a IAH-SLC trip. At both places they had self-service and a staffed counter, albeit more staff at IAH Terminal C. At SLC I used the 1K/GS line since there were no spelled out Premier area at the counter (sorry?). I was not turned away, probably because I was the only one on line.
Just came back from a IAH-SLC trip. At both places they had self-service and a staffed counter, albeit more staff at IAH Terminal C. At SLC I used the 1K/GS line since there were no spelled out Premier area at the counter (sorry?). I was not turned away, probably because I was the only one on line.
#12
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,208
I don't check a bag often, but 2 recent trips thru EWR required it. Bag drop short cut Terminal C was a cluster. Understaffed, no premier line, and no consistency about how the 2 staff members behind the counter processed bags. I waited quite a long time after my tag printed while they jumped back and forth between others that arrived after me. No organization to it at all.
#13
Join Date: Nov 2013
Location: NYC / TYO / Up in the Air
Programs: UA GS 1.7MM, AA 2.1MM, EK, BA, SQ, CX, Marriot LT, Accor P
Posts: 6,434
I don't check a bag often, but 2 recent trips thru EWR required it. Bag drop short cut Terminal C was a cluster. Understaffed, no premier line, and no consistency about how the 2 staff members behind the counter processed bags. I waited quite a long time after my tag printed while they jumped back and forth between others that arrived after me. No organization to it at all.
We took the elevator down and of course no one there -- so I screamed at one of the "attendants" and they came over and parted the red sea to TSA pre check -- honestly -- if you aren't willing to fight your way for what you are entitled to -- EWR is not the place for you....
#14
Join Date: Jul 2011
Programs: UA 1K 2MM
Posts: 89
The process fails for Premiers:
1) no priority tags at the kiosk - while widely ignored in the US they are of value internationally,
2) kiosks don't recognize status as it relates to bag weight - anything over 50 lbs is considered overweight and you have to have a UA employee over-ride, regular airport folks cannot.
Had both these issues and is mightily frustrating. UA have to figure out how to integrate self-service into status levels or stick to the old fashioned approach.
1) no priority tags at the kiosk - while widely ignored in the US they are of value internationally,
2) kiosks don't recognize status as it relates to bag weight - anything over 50 lbs is considered overweight and you have to have a UA employee over-ride, regular airport folks cannot.
Had both these issues and is mightily frustrating. UA have to figure out how to integrate self-service into status levels or stick to the old fashioned approach.
#15
Join Date: Jan 2016
Location: DEN
Programs: UA 1MM, MP 1K, Hilton Diamond, Marriott Gold
Posts: 467
Really, a premier status doesn't mean all that much, particularly from the hubs.