Althogh the airport where this customer experienced his runaround wasn't where I work, it easily could have been my work location or many others.
Only US Airways could be so inept in its effort to reorganize itself, to transform its "business model" into "a design that uniquely combines the best business practices of both legacy and low-cost carriers" by making the checkin process less efficient, more stressful and chaotic to both passenger and customers.
Only our management could come up with the current bedlam of:
*kiosks beeping so loud they're heard in the next county,
*a corral of passengers nearly trapped by an encirclement of ropes, kiosks, baggage, trolleys, strollers, dogs, etc,
*CARS, though not their fault, with a role similar to being like glorified lobby agents, and who, at first, appear to passengers as agents, but moments later appear to passengers as just incompetent agents because they can't do anything, and can't handle 95% of the issues posed to them. They are real good, however, at giving directions to the kiosks, and bathrooms and garage!
*finally, with past and present cuts, you're lucky if you have a couple of actual agents remaining (even luckier if the agents among the few who their jobs well) to staff the counter and who have most every issue possible flow their way (Priority check in, international issues, reissues, ticketing, invols, pets, UMNRs, lost articles, cancellations, explaining to a passenger how to get to United although their itinerary in BOLD states US Airways, while not so prominently states otherwise, etc, etc. Much of the work hasn't shifted away from agents to kiosks and CARS, but rather many customers being shifted by the CARS and because of the kiosks, to the few real agents remaining, plus everything else. Now half our staff can’t help out with most passenger issues, unless of course they want to use the washroom.
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