Standbys are being cleared earlier automatically and upgrades are now being cleared earlier by the ‘Agent Assist’ program which was developed to make work at the boarding gate easier, support single agent boarding, and still allow a flight to go off on time.
But with standbys and upgrades happening earlier, more customers are showing up at the gate asking to get on board after most seats have already been given away. Agents are being reminded,
- Not to remove passengers from the flight to clear people showing up later, even though those additions to the list might have higher priority.
- To insert remarks that someone was a ‘late add’ to the list, so it doesn’t appear that the list was cleared ‘out of order’ when auditing later.
Some agents don’t seem to understand that the system is clearing standbys the way the airline intends. When a customer gets added to the list with higher status, they show up at the top of the list – ahead of those that have already cleared. American hasn’t changed the lists.
- And so to avoid confusion over whether the list was processed correctly, the airline wants agents to take the additional step of explaining the discrepancy – that someone is higher on the list but ‘skipped’ for an upgrade or clearing the standby list because of when they were added to the list.