Mark Hurst of Good Experience took photos of check-in kiosks of two airlines to highlight the difference between their approach to customer service.
Here's airline #1…
———————-
Touch screen to begin.
hi there
start
———————-…and here's airline #2…
———————-
Self-Service Check-In
Check-in now available for domestic and INTERNATIONAL flights.
Check-In Without Bags (carry-on only)
Lost Boarding Pass?
Reprint Boarding Pass(es)
———————-There's certainly a difference online. If you had to guess, which
airline makes a greater effort to provide a simple, easy experience
for customers in its *offline* channels as well? (Airline #1 is
JetBlue, and airline #2 is American Airlines.)
