Eagleguy is right. As employees, we are told to make passengers use those kiosk machines to check in. The numbers are monitored, as to the percentage of people who checked in using the kiosk machines, and those that used an agent to check in.
Personally, I'd rather check people in at the counter, and not make them use the kiosk machines, but when a manager, or supervisor is hovering around the counter, and really have no choice.
The machines are slow, don't scan passports, drivers license's, credit cards, etc., half the time. Other times, they go through five minutes of having to answer questions, only at the end to be told "an agent must assist you". I can check 5 people in, by the time is can take one person to check in at one of these kiosk machines.
I like using the Kiosk machines, personally, when I fly, and many frequent flyers do, but as an employee, if someone would rather check in, with me, at the counter, I'd rather help them, than stand at a slow kiosk machine for 5 minutes, waiting for it to check them in.
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