http://flowingdata.com/2008/07/13/my-ugly-experience-with-the-jetblue-kiosk/ Strength in Numbers Wed, 23 May 2012 14:19:57 +0000 hourly 1 http://wordpress.org/?v=3.3.2 http://flowingdata.com/2008/07/13/my-ugly-experience-with-the-jetblue-kiosk/#comment-50741 Ryan Thu, 24 Jul 2008 03:40:00 +0000 http://flowingdata.com/?p=839#comment-50741 Arggh Things like this are my pet peeves. I remember at the dorms there was a sign advertising pay by cash or BruinCard. I wait 20 mins in line, and the lady says "we're not accepting BruinCard today" Then cover that up on the sign!!!! Arggh Things like this are my pet peeves. I remember at the dorms there was a sign advertising pay by cash or BruinCard. I wait 20 mins in line, and the lady says “we’re not accepting BruinCard today” Then cover that up on the sign!!!!

]]> http://flowingdata.com/2008/07/13/my-ugly-experience-with-the-jetblue-kiosk/#comment-50740 Nathan Yau Mon, 14 Jul 2008 22:56:00 +0000 http://flowingdata.com/?p=839#comment-50740 or they could flip things. have more people manning the bag drop-offs and one person handling the "manual" check-ins. then people are required to go automatic and the process just goes quicker. southwest does this, although i do hate their cattle call line up at the gate. or they could flip things. have more people manning the bag drop-offs and one person handling the “manual” check-ins. then people are required to go automatic and the process just goes quicker. southwest does this, although i do hate their cattle call line up at the gate.

]]> http://flowingdata.com/2008/07/13/my-ugly-experience-with-the-jetblue-kiosk/#comment-50739 Tom F Mon, 14 Jul 2008 22:13:00 +0000 http://flowingdata.com/?p=839#comment-50739 Similar problems occurred in the early days (like ca. 2000) of web commerce and customer service sites (and probably occurs today). Customer goes online, hits a snag, calls customer service number on website, and customer service person is clueless as to what customer is looking at online (in one case I know of, didn't even know a customer COULD buy something online). In this case it seems like a staffing+security-issue problem. They really need a dedicated person to stand there and check kiosk customers' bags, but how do you justify that when that person could be helping the regular line move more quickly? Similar problems occurred in the early days (like ca. 2000) of web commerce and customer service sites (and probably occurs today). Customer goes online, hits a snag, calls customer service number on website, and customer service person is clueless as to what customer is looking at online (in one case I know of, didn’t even know a customer COULD buy something online). In this case it seems like a staffing+security-issue problem. They really need a dedicated person to stand there and check kiosk customers’ bags, but how do you justify that when that person could be helping the regular line move more quickly?

]]> http://flowingdata.com/2008/07/13/my-ugly-experience-with-the-jetblue-kiosk/#comment-50738 Marcus Booster Mon, 14 Jul 2008 15:30:00 +0000 http://flowingdata.com/?p=839#comment-50738 Eh, that seems like a fairly classic JetBlue experience. I think the problem is that most people think of the kiosk as a separate line in itself. But the way it's implemented it's more of a "supplement" to the main line. But that's like any line at the airport - without the kiosks. Eh, that seems like a fairly classic JetBlue experience. I think the problem is that most people think of the kiosk as a separate line in itself. But the way it’s implemented it’s more of a “supplement” to the main line. But that’s like any line at the airport – without the kiosks.

]]> http://flowingdata.com/2008/07/13/my-ugly-experience-with-the-jetblue-kiosk/#comment-8965 Basia Sun, 13 Jul 2008 17:42:25 +0000 http://flowingdata.com/?p=839#comment-8965 You should definitely relate this story to the airline. We endured a similar problem with personnel during a flight last year. It's not just the kiosk info that's off; personnel should be given better tools with which to handle such situations. When the airline goes uninformed - nothing changes. (PS - we got a free upgrade on our next trip.) You should definitely relate this story to the airline. We endured a similar problem with personnel during a flight last year. It’s not just the kiosk info that’s off; personnel should be given better tools with which to handle such situations. When the airline goes uninformed – nothing changes. (PS – we got a free upgrade on our next trip.)

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