Review of the check in process at Heathrow airport. The new automated system really puts every traveller in a bad mood before they even start their journey. I had three cases for two passengers checking in. I stood in a queue which was obviously the way to the desks. Ten minutes later a girl came up to me and asked me if I had registerd my luggage in the machine and got the tags, which I was not aware of. She helped me with getting three tags and showed me how to attach them to the cases. I then joined the queue again till I got to an automated luggage acceptance machine. This is where it all went wrong. I scanned my boarding pass and then I put one case on the scale. This was accepted. I then scanned the second boarding pass and put the second case on the scale. This was also accepted. I was now left with one suitcase and no more boarding passes to scan. I called the person who was supervising the procedures. He told me to go to the assistance desk and see one of the agents there. Half an hour later I got to the desk and was able to give my third case to the agent. The whole point of this review is that I had no knowledge in advance of all the steps that were needed regarding the check in process, and nobody explained how one gives three cases with two boarding passes. I saw other passengers struggling with the same failures.This whole process really stressed me out. What happened to the old fasioned agents where you turn up give your luggage and get your pass?I understand that automation is taking over in a lot of situations but it needs to be more user friendly. The rest of my flight was acceptable and in some cases exceeded my expectations but I will not be flying with Emirates ever again based on my experience.
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