When did airline check-in get so difficult?

Diane Clarkson | January 24, 2008, 07:38 PM

I don't ordinarily use my blog to groan about my travel experiences. But today is a special occasion. After flying back and forth between San Francisco and Toronto, I've wondered again why airports are a breeding ground for hostility.

There are now travelers coming who have printed online boarding passes at home, some who print boarding passes at the kiosks, and some who go directly to an agent.

On top of this, there are travelers with bags to check and those without.

There is no uniform way among airlines on how they check-in these various travelers. Many are still experimenting, directing travelers in different stages of check-in or baggage in different directions. I haven't seen too many airlines get it right yet.

Why are the signs directing travelers only legible to the first few travelers in the often very long queue. Shouldn't the directive signs (ie "if you are in this line up, you have not checked in") be at the entrance to the line? Why aren't the kiosks delivering more specific information directing travelers where to go next in the process? Why aren't there airline staff directing traffic?

There is a host of market intelligence right there in the airport - all the travelers like myself who are already frustrated and anxious before a baggage tag ever wraps around their suitcases. I don't care about the free pretzels. Just get me to security before my blood pressure pops.

We have a report coming up on travelers pain points with airline travel. I've now shared one of mine. And feel a bit better.