Dear AirTran,
I appreciate the marketing of your “ByePass” kiosks but there appears to be some mistake. I stepped into a fairly long line this morning in Dallas and saw most of the kiosks unused and inconveniently placed right in the line so I had to squirm and excuse myself passed the people in line to get to one.
Before doing so, I asked the woman in front of me if she was waiting to use the kiosk. She, having apparently already lapsed into travel coma (a medical condition caused by excessive line waiting and consistently terrible customer service associated with airline travel), said she didn’t know. So I did slid passed her, did my business on the kiosk, securing my “ByePass” boarding pass, then was instructed by the nice machine to proceed to the “ByePass” line for checking my bag.
But looking around, I saw nothing labeled “ByePass” line, just this one line of slack-jawed luggage-draggers (other travelers) and an empty Business Class line. Clearly I wasn’t meant to stay in the long line. My ByePass ticket said so! I hopped over to the business class line and waited for the sluggish agent to call on me.
At the counter, I told her I wasn’t business class but just needed to check my bag, the sticker of which had long since been printed and was lying in a stack of lonely bag stickers. She informed me that I had skipped the entire line and that that’s what everyone else was in line for.
“Really?” I asked. “The kiosks are mostly empty. Aren’t those people waiting for full service?”
“No, that’s the ByePass line. They’re waiting for the same thing you are – to check their bags.”
”That can’t be possible,” I reasoned. “There’s only one service line. Those people aren’t “Byepass”-ing anything. They’re standing in line.”
”I’m just telling you how it is,” she said, holding her hand out for my boarding pass.
She kindly checked me in anyway, taking the 30 seconds that piece of business required, and I went on my way after having apparently committing a moral crime against my fellow travelers – skipping the line. Thankfully in their collective coma, they neither noticed or protested.
I hold this ethical lapse at your feet, AirTran. Your misleading marketing appears to give me the option to go straight to a counter where I can simply check my bag, not get lost among the cow-eyed passengers lumbering along waiting for attention from your agents. If you see no distinction between those people needing assistance and those just checking bags, you are falsely advertising, inconveniencing your customers, and causing efficient travelers like myself to trespass against others.
I would ask you to amend your practices as soon as possible.
Yours sincerely,
Joanna Robinson
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