Continental Airlines is testing a new self-boarding process in Houston that is based on the passenger “swiping” or “displaying” their boarding pass at a kiosk and which then allows access to the jetway via turnstile that “unlocks” if the boarding pass is OK.

This test is described as controversial in a time when airlines are decreasing more and more human contact with the passenger.  I actually don’t see it that way.  First, this isn’t something that passengers are going to have trouble with as we already are subject this kind of process elsewhere in our lives.  Second, I’m all for it if the turnstile won’t unlock if YOUR BOARDING GROUP HASN’T BEEN CALLED.  We don’t need a free-for-all at the gates with people attempting to board out of their sequence.

Finally, I”d rather access a live human at the reservations number to give me info I need.  I don’t need someone to smile at me as I enter the jetway.  That is superfluous and unnecessary to a good service experience.

Filed under: Airline News, Airline Service by ajax