American Airlines tells elites and even some credit card customers that priority boarding means they can skip the general line and board at any time through the priority lane. But one gate agent at Miami reportedly shut that lane down after Zone 4, turning a benefit meant to preserve overhead bin space and save time into the exact opposite.
One of the benefits of status – and sometimes even just having an airline credit card – is ‘priority boarding’. Now, getting on the plane earlier and sitting on the plane longer isn’t really a benefit although I suppose there are people who feel more important just being told that they have priority.
The real benefit of priority boarding is that by getting on earlier, there’s still likely to be overhead bin space for your carry-on. You aren’t going to have the bag confiscated at the gate and forcibly checked, so you aren’t going to have to collect it at baggage claim.
One nice piece of this, though, is that even if you’re in ‘group 1’ you don’t have to board first. You just walk up through the priority lane to the front, the gate agent acknowledges you, and takes you next. There may be a long line to board, but you don’t stand in that line at the gate (though there may still be a long line on the jet bridge backed up to get onto the plane itself).
This way, even if you don’t rush to the gate to be first, you won’t be last. And that may mean there’s still bin space for your bag.
All basic stuff! But not to one American Airlines gate agent who insists everyone must board when their group number is called – and if they miss it, they have to wait until the end!
“The priority lane is closed because we finished zone 4” according to GA at MIA
As I arrive dying from sweat after running to gate and there are 100 people in line.The whole point of the priority line is for AFTER Zone 4!
Now, that’s very much not American Airlines policy which says “Arrive late to the gate? Bypass general boarding and head to the Priority lane to board at any time.”
It is sort of how Southwest’s new boarding process works. They have boarding groups, offering some customers earlier boarding but they do not offer ‘board when you wish priority.’ You’re assigned a boarding group and expected to board with your group, in contrast to how American Airlines advertises the benefit.
Still, a group 1 customer on Southwest could probably just board in group 4. They don’t actually say you have to wait until after everyone else has boarded if you miss your group.
But the whole point of priority boarding is to not wait in line and to have overhead space, not to queue up and spend more time on the plane. A gate agent who complains that you ‘missed your turn’ because your group number has already boarded is completely missing the point.
Gate agents are known to make up their own rules! I once approached an American Airlines agent at National airport and asked to get on standby for the flight. They told me know “because a lot of people are already standing by.” Yes, and I would have jumped to the of the list! But that agent just felt it was morally wrong. She was using her own code to replace that of her employer. I got someone else to add me to the list, and got ice stares of death as I boarded the aircraft.
What priority lane? United has a genuine priority lane (disabled/Global Svs./Uniformed military (when did you ever see a service person in uniform?)/children under 2/1K). I have never seen American board other than through Lanes 1 and 2, although lately they have been boarding 1st Class after Concierge Key.
Does AAL get anything right?
I think that is a forlorn aspiration.
Does this really need a whole story? Just report it to AA and move on.
These are not isolated incidents. GAs, for reasons known only to them, sometimes make it up as they go. What should pax do and NEVER do?? @Gary and other readers, do you have any time-sensitive guidance? Once that door has closed, that’s it!
We should replace all AA gate agents and lounge reps with low wage private contractors so that they wont be investigated or held accountable by the same people they work for. Right?
It is a really big deal. I could relax in the lounge an extra 15 minutes every flight if I knew they would board on time and allow me to board when I arrived. Please complain about this every single day (Well, I guess you cannot do that.)
This gate agent must be in Orlando now! I fly a lit for work. I had a first class ticket, went to the GA & asked What group is boarding? She said Just get in line! I said Well OK. By the time I got through the line She tells me You have to check your computer bag! I asked Why? She told me bc they were at the limit for carry ons & I had a purse. I had to dig my computer & a few other things out of my computer bag & carry them. I said I can put it under my husband’s seat. She snapped at me & asked Where is he?! He was already boarded. She then said No! If he’s already on board! She told me You can not take the flight! When I got on the plane the entire left side of the overhead bins were empty in First. My daughter was also on the flight & was sitting across from us & I went to take her picture & the FA lost it! She said Don’t take my picture or I will have you arrested! I was pretty stund! I said Ahh I was not taking you picture & even showed her my photos. (Why would I want her picture?)Tried to figure out why I spent the extra $ for first. Since then I avoid AA at all costs. I will pay more for a flight on Delta or United before I will book on AA. Maybe there was something in the water that day? ♀️
This is common practice for American Airlines. On Thursday last, I flew on American from FLL to Charlotte to Syracuse and back the same route on Friday. At each airport on both days, after Group 4 had boarded, the “priority Groups 1-4” lane was cordoned off and only the “Groups 5-9” lane was open.
American is the worst airline by far! They make up rules as they go along. Rude agents! Just don’t fly with them – there are way better choices!
In my experiences with AA over the past 5 years, they really don’t care how their customers are treated. I had flown exclusively with AA for 30 years, but my experiences over the past 12 flights were so awful, I now avoid AA. I am beyond fed up with the poor customer service and the lies.
The boarding group is on your boarding pass. Nothing burger as usual.
Please proof read your articles. You published this:
They told me know “because a lot of people are already standing by.” Yes, and I would have jumped to the of the list!
I bet you meant:
They told me NO “because a lot of people are already standing by.” Yes, and I would have jumped to the TOP of the list!
Many of your posts have similar mistakes
First world problems.
First world problems. Please pick something worthy of complaint.
It’s not just AA gate agents who make up the rules as they go along. You can add flight attendants and check in staff to the long list. Yes, that’s a rather unfair broad brush, but it’s a big enough group to give them (many) a bad reputation.
I agree with Mark Stewart here. FFS it’s not that hard to type rather than use speech to text. At least double check stuff. Ugh.
American. We are not Greyhound, but we are trying.
I am executive Platinum pro, and my bag was 53lbs. The agent said I had to remove items to another bag bc it was over weight. Executive Platinum is allowed up to 70lbs. I didn’t know at the time, but found out later. Usually, gate agents have always let 5lbs over weight go. I was shocked she made executive Platinum redo my bag. Either they are clueless, or made up their own rule.
Yes, the same thing happened to me in Philly; and the agent refused to board me until everyone boarded; AA apologized but nothing happened. Between MIA and PHL; I don’t know who is the rudest; and their Hub; DFW is equally as bad when trying to do a same day change. I fly often (like every two weeks) and traveling just isn’t the same.
There’s no accountability. American gate agents do whatever they want and no one at the company cares, nor will do anything about it. It’s the same for their flight attendants.
MIA. Enough said.
American Airline is a joke , will not use them again, they could care less about the passengers. And, I am going to put a signed letter with the signatures of the passengers that were mistreated, just because they were economy Passengers! A very discriminating airline.
Southwest gate agents in Philly also make up rules, threaten to report you to TSA if you complain, and then later lie about it
You discover America Gary.Every Airline and every industry has one so this really deserves so many paragraphs? You can do better than this and stop doing the Simple Flying Syndrome BS please
Also for those that scream that traveling isn’t the same, did you started flying 5-10? Years ago? Nothing is the same NOTHING after 911 isn’t the same EVERYTHING change that day. But if you started flying after that well…. Whatever
If there is one area that AA lacks in it’s gate agents. Moreso than flight attendants. No small number of them seem to have the attitude that you the passenger do not need to know about delays or potential delays. Instead, just sit there until the flight eventually boards or the aircraft goes out of service. That being said there are some gate agents that do an excellent job of keeping boarding orderly including passengers that clog the boarding lane before even preboards line up.
Just back from MIA on AA. They did exactly this. After group4, told folk SOL. Get in line with the rest of the masses.
Perhaps they need to be reminded priority with being made to get in line with passengers at TSA.
Status is just that. Status has its privileges. Pay 4 play.
Street justice though is very american so gate agents are the ultimate judge dredd
AA that needs to. Reduce these people from their jobs.
Well, if people followed the carry on regulations, they’d be plenty of overhead space!!!! Also, gate checked bags go to the jetbridge, NOT baggage claim!!!!!!
@George Romey — For a Key, you surprise me for how often you punch-down on the workers that literally serve you every time you fly. At least you added a ‘some I assume are good people’ equivalent at the end, sorta.
Why wouldn’t you edit and proofread before publishing this??
In the biz 30+ years. On my first day a training after welcome, we were told to treat every person in front of you as you would treat the person you love most in the world. Now I can honestly say that when someone in front of me is cussing me out because there’s a thunderstorm or a maintenance delay. Probably not. But people used to use their brain……..now they just use their mouth. And the employees that this article refers to pisses us old timers off. We have some ridiculous rules to follow but we still try to make them seem less ridiculous if we can. I’m not even allowed to have a personality when I make my announcements anymore!
@1990 For a former top tier elite flyer (I know because you tell us often), you surprise me for tolerating and even applauding the bad behavior of gate agents, flight attendants, and more. There is literally nothing that these union members can do that you won’t defend. It’s about time you joined us in the real world.
So many comments stating how the customer service has changed and is not as it use to be. Specifically by gate agents. Have you ever thought that the general public, people, society and maybe upper management has contributed to the stress level these workers deal with daily.
All airlines have gate agents, who take it upon themselves to make their own rules, and don’t follow procedures. These peoole need to be Immediayely fired! Having worked for both United and Delta, this happened so many times, and infuriated me, As I was a gate agent, I followed boarding procedures to a “T”. The problem is, corporate doesn’t inforce their own rules.
If you’re an employee, traveling standby, and the gate agent doesn’t follow procedure, and you call them on it, you’re called a troublemaker. It’s completely stupid how they let these gate agents think they are God.
Your luggage doesn’t go to the jet bridge anymore. It goes to baggage claim now at your final destination so if you need something on a layover flight you are out of luck.
As a counter example, I flew Lufthansa first class a few years ago, to check out the FCT. The agent at the lounge asked me if I wanted an escort to the plane, I declined because I knew where the gate was. However, when I walked up to the gate, there was a big crowd going through the security line (Changi).
I hesitated, trying to decide if I just join the back of the long queue. Suddenly I heard the agent behind me, who had tailed me from the lounge.
“Excuse me, sir”- he took my boarding pass, and squeezed artfully in front of everyone else, so I had to follow him. Now that’s customer service!
This article is full of it.
Rules constantly change and gate agents do their best to try to follow them. It’s the passengers thinking they’re always right and not willing to comply with the agents.
And agents will not allow a bag to be more than 5 pounds over the maximum.
Stop buying basic economy tickets and expecting someone to roll out the red carpet.