FORT WORTH- Legacy carrier American Airlines (AA) is testing new boarding technology at select airports.
The software, initially trialed at gates in Albuquerque (ABQ) and Tucson TUS), will soon expand to Ronald Reagan Washington National Airport in D.C. (DCA), reports View from the Wing.
American Airlines New Boarding Process
The airline’s new system aims to enforce priority boarding rules more effectively. It automatically denies access to passengers attempting to board before their assigned group, eliminating the need for gate agents to intervene manually.
American Airlines reports positive results from initial tests. The technology not only informs passengers of boarding restrictions but also physically prevents early entry by keeping the gate closed.
This innovation addresses a common issue in the boarding process. Gate agents often lack time to confront passengers trying to board prematurely, especially when faced with long queues.
American Airlines utilizes a complex boarding structure with ten distinct zones. These range from the exclusive ConciergeKey group for top-spending customers to Group Nine for basic economy passengers.
The airline believes this new system will streamline the boarding process, enhance priority benefits, and provide better oversight for staff.
Already Better Boarding Process
The technology prevents passengers from boarding before their assigned group by not opening the gate. However, flexibility remains for specific situations. Passengers can still board early with proper explanations to gate agents, who retain the ability to override the system.
This approach may lead to more consistent enforcement of boarding rules. As passengers witness early boarding attempts being rejected, they may be less likely to attempt it themselves.
American Airlines’ current boarding process has already received positive feedback. The airline uses a dual-lane system: a priority lane and a general boarding line. Passengers are called to their respective lanes when their group is ready to board.
This method contrasts with other airlines like United Airlines (UA), which uses a system where passengers line up in designated areas for each group well before boarding begins. American’s approach potentially reduces congestion and standing time for passengers.
Improvements
American Airlines’ current boarding process, despite its improvements, still faces challenges. Passengers in early boarding groups often queue extensively before boarding begins, creating congestion around gate areas. This practice can lead to long wait times for Group 1 passengers.
Travelers in later groups, particularly those in Groups 3-5, risk losing overhead bin space unless they line up well before boarding commences. This situation forces passengers to spend additional time waiting at the gate, mirroring the issues seen with Southwest Airlines’ boarding system, where passengers queue 30 minutes pre-departure to secure preferred seats.
Some travel influencers advise boarding with Group 1 regardless of the assigned group, claiming gate agents rarely verify boarding passes. This recommendation raises ethical concerns. Such actions potentially deprive rightful Group 1 passengers of their benefits and could be considered a form of theft from both the airline and other passengers.
The current boarding process, while improved, remains imperfect. An ideal system might assign specific boarding times to passengers, allowing them to approach the gate at or after their designated time. This approach could reduce crowding and create a more orderly boarding experience, says Gary Leff.
Delta’s Number Boarding System
Delta Air Lines (DL) has reverted to a numbered boarding system, abandoning its previous naming convention for boarding zones. The airline now uses a straightforward approach, categorizing passengers from Zone One to Zone Eight.
This change marks a departure from Delta’s 2019 strategy, which introduced descriptive names like “Pre-Boarding” and “Main Cabin” for different boarding groups. The airline had implemented this naming system with the goal of personalizing the travel experience for passengers.
However, Delta’s expectations for the named system were not met. The airline found that the descriptive names did not yield the anticipated improvements in the boarding process or passenger satisfaction.
In April 2024, a Delta spokesperson explained the rationale behind the return to numbered zones. The airline believes this simpler system will offer passengers greater clarity regarding the boarding sequence.
Delta expects the numbered approach to be more intuitive, particularly benefiting infrequent flyers and passengers who may face language barriers at airport gates.
New Update
American Airlines is rolling out new boarding technology to over 100 airports across the United States before Thanksgiving. The system, designed to prevent passengers from cutting in line during boarding, will be operational at major hubs, including Hartsfield-Jackson International Airport in Atlanta, the world’s busiest airport.
Over the past month, the airline tested the technology at Albuquerque International Sunport, Ronald Reagan Washington National Airport, and Tucson International Airport to refine its functionality. When passengers attempt to board before their assigned group, the system triggers an alert sound, prompting gate agents to ask them to wait until their group is called.
The technology aims to reduce gate area congestion and improve the boarding process, addressing a common issue referred to by some frequent flyers as “gate lice”—crowds of people hovering near boarding areas. American Airlines says the system also enhances operational efficiency by providing gate agents with better insights into the size of each boarding group, allowing smoother pacing during boarding.
American’s senior vice president, Julie Rath noted that the change responds to customer feedback. Passengers value boarding orders as a key benefit tied to their AAdvantage status or ticket type. Positive feedback from initial trials supports the system’s broader implementation.
American Airlines plans to transport nearly 8.3 million passengers on more than 77,000 flights during the Thanksgiving travel period, from November 21 to December 3.
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