[epotter]

AA needs to better orient and communicate with passengers checking in using the self check-in kiosks at Pearson International in Toronto. After checking in via the kiosk, the screen instructs passenger to go immediately to their gate, so I did, proceeding through customs, passport control, etc. When going to place my bags on the conveyor belt, I was stopped by a staff person because my bag was not tagged. I had to exit customs, walk back to AA counter, wait in bag tag line to get my tags, and go through customs all over again. There should be clearer instructions when using the kiosks. We're saving you money by checking ourselves in, this is a new burden and process for passengers. I was told I should complain to AA, I hope they read this
Interacting only with machines in this process has its limitations

[getoutthere]

Some common sense would also help in the process.

[Silent Bob]

I don't think any kiosk tells you to stay and wait for the tag for your bag, it's just something you know to do if you want/hope to have your bag make it to the same destination as yourself. If you have a bag and there's no notification as to where to go to tag your bag, you can always ask. Trust me a lot of airports have similar set ups where you check in at one place and tag a bag in another. Vegas is a prime example, especially when flying Continental.

[jimworcs]

How would it be "common sense" for a customer who is unfamiliar with the procedures for checking in using a kiosk system to not follow the instructions on the screen.

How hard would it be for a screen message to state,

"If you have a bag ensure it is tagged, then proceed through security" or something similar.

The airlines cannot just sack staff and replace them with machines unless the machines can fulfill all the requirements. In many cases they cannot and it is imcumbant upon the service provider to ensure that they care capable of providing the service.

Ryanair (US citizens, count yourself lucky you don't have them.. they are probably even worse than Delta! Yeah, really.. that BAD) recently stranded 700 passengers at Stansted when their kiosks and bag drop off system was unable to cope. It was taking in excess of 3 hours just to drop off a bag, even when passengers had checked in online. For some passengers they were offered a replacement flight 7 days later with no compensation. The sooner we get a class action lawsuit the better; some of these systems amount to fraud.