Back when air travel was new and glamorous, the check-in desk, where an elegant air hostess would greet you, was a delightful way to start your journey. Nowadays, it is more often the site of overwhelmed agents contending with long lines of frustrated travelers.
Citing this reason, the low-cost British airline EasyJet closed all its airport check-in desks last month and replaced them with bag-drop desks, following the lead of its competitor Ryanair, which removed its check-in desks in 2009. Now EasyJet passengers are encouraged to check in online beforehand and print their boarding passes before arriving at the airport or download them onto smartphones.
For years, luxury hotels like Andaz have been doing away with check-in desks in an effort to make lobbies more casual and social, opting instead for hosts to roam the lobby and check in guests with mobile devices, preferably over a glass of wine. But the airline approach is more practical. Peter Duffy, EasyJet's marketing director, said the airline wanted to shorten passengers' wait. "If we explain how easy it is to check in online, and if that means the queues can move faster, we find customers are choosing to do that," he said.
Mr. Duffy said 92 percent of the airline's passengers now choose to check in online. But anyone who forgets to do so, he said, will still be able to check in at the airport free.
EasyJet's policy stands in contrast to Ryanair's, which charges passengers £70 per person for failing to check in online before arriving at the airport. Last summer Ryanair came under fire after a British woman was charged about £240 for forgetting to print out several boarding passes, and she aired her grievances online.
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