Whenever I report a story, I always try to picture myself in the other person’s shoes, to learn as much as I can from their perspective. And nowhere is that more important than in trying to understand the process of travel. How appropriate then to have Shari Avance, a veteran counter/ticket agent for a major airline, offer her insider’s view on what you should — and shouldn’t do — every time you approach that counter.
I have been living the life of an airline ticket agent for the past 28 years, but the hiccups of the check-in experience never cease to amaze me.
For starters, the process itself has changed so much over the years. The introduction of the self-service kiosk, remote check-in from the home computer and the iPhone bar codes that scans at the security check point have made check-in a lot less hectic for the frequent flier.
However, just because technology has improved doesn’t mean things are faster. Gone are the days when you can check-in and get to the gate 20 minutes before flight departure. All airlines have a cut-off time, so 40 to 60 minutes before a flight departs no more passengers can be accommodated no matter how much someone might whine and cry.
To help you travel smarter, here are my four suggestions for navigating the check-in process when traveling through a busy airport such as Los Angeles, Chicago, New York and Orlando.
1. Be Informed
Know what airline you booked your reservation with, particularly if it’s a codeshare flight. Check in with the carrier operating the flight, not the one marketing it. I can’t even begin to tell you how many people will stand in line with flight information in hand and get to the agent only to find out that they are traveling with another carrier and that they have just wasted all their time and are now late for their flight.
Credit David Prasad
2. Timing is Key, Plan Ahead
Plan ahead for lines. Lines in an airport are going to be there. Security check lines can take forever and can easily take longer than the airline check-in process. Never assume. Please plan for the unexpected and remember that some airlines will give you a 4-hour window prior to departure time to check in with bags.
And please don’t blame the ticket agent if you’re late. We didn’t do it. If you are running very late and it is not the fault of the airline, just long lines, know that the gate agent cannot escort you through security; TSA will not generally allow it. If there are circumstances regarding ticketing problems, handicapped passengers or elite travelers we will do our best to get you through.
Oh, and please don’t use curse words to try and get your way. Who wants to help you at that point?
