Waiting and queuing in the check-in hall: An ethnographic study of queuing and waiting for check-in services at Manchester Airport

Abstract

This ethnographic study is exploratory in nature and focuses on the formation, organisation and management of queues at Manchester Airport, paying particular attention to the queues associated with Thompson Fly and First Choice Airways. Data revealed an uneven distribution of power both between passengers/passengers and check-in agent/passengers. Data also revealed the different approaches employed by passengers when deciding which queue to join and the impact of social justice on the behaviour of both the passengers and check-in agents.The study also attempts to evaluate strategies of queue management and makes recommendations which should be used to maintain and support social norms, values and justice. Finally, the study briefly touches upon the impact of self check-in facilities and the public's relationship with such technology.