I could not agree more with Chersmi. I HATE those self service devices. They take forever, they do not read passports all the time, they are impersonal, and just altogether bothersome. I HATE that I "have" make passengers use them. Seriously the managers and regional managers monitor daily usage of them. They can see what percentage used them and what percentage of passengers were checked in with an agent. BELIEVE YOU ME I have several times brought up this complaint with management in every single meeting that I have been in.
The whole point of having those awful contraptions is for people who know how to use them i.e. frequent fliers, computer savvy folks, or whoever just wants to use them. I personally love using them when I am travelling because in Chicago I just go straight to one to check in and do not have to wait forever in line. That is only because I know how to use them. But forcing passengers to use them is just awful awful awful customer service. Just between you and me, whenever no one is watching I just tell passengers to come to me instead. I can check-in a passenger 10 times faster than that devil machine.
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