Tag Archives for boarding.
According to an internal memo, United is boarding planes two minutes slower than they were prior to the pandemic. And so they’re moving to what they call WILMA, which is basically ‘Window Middle Aisle,” and adding a new sixth boarding group for domestic flights.
Since yesterday Southwest has increased how much they’re charging for upgraded boarding. Pricing is still dynamic, but has become more so, with a higher potential price than before, according to an internal memo reviewed by View From The Wing.
The problem with United’s boarding isn’t just that they board earlier but how their gates are set up: boarding pens. Passengers line up in their assigned group, with each group having a different area (airport and gate-allowing), far in advance of boarding.
United is running an ad campaign attacking Southwest over its inflight product – because if you don’t have Rapid Rewards elite status, buy a premium fare, or pay for ‘Early Bird check-in’ you need to check in 24 hours prior to your flight to avoid being assigned one of the last boarding positions and therefore one of the last shots at picking a seat on board.
But United is worse.
Delta Air Lines is conducting a test boarding planes using two jet bridges at the same time. This way they can get twice as many passengers onto the aircraft at once, making the boarding process go faster.
If adopted, in the future this could mean a single jet bridge that splits off and then boards passengers through two different doors on the aircraft. For now they are using two gates next to each other to accomplish the feat. Since Cincinnati is a much smaller station for Delta than the hub it used to be, they have extra gate space to allow this kind of test.
Single agent boarding is a disaster. The one overwhelmed agent can’t manage boarding and last minute upgrades, clearing last minute standby passengers, and helping customers change seats – let alone answering questions from nervous flyers.
Perhaps even more importantly they can’t manage all the tasks that are part of departure while also scrutinizing carry on bag sizes (American is asking them to now charge to gate check oversized bags) and observe passengers who may already be drunk or under the influence of a substance which means that single agent boarding contributes to greater conflict on board the aircrat and potential flight diversions, too.
On June 30th American Airlines will revise its boarding groups to make two changes. The two top elite levels in the AAdvantage program will be able to board earlier.
You can’t split up families. And back-to-front leads to bunching as well. And since those don’t work out as well in practice as in theory, their regular boarding process stands.
This is why airlines all tinker with their process from time to time and never stop tinkering, because they’re never been able to do much to improve – with few exceptions.
An airline boarding process video has gone viral – it’s been viewed nearly 4 million times on TikTok and been reposted several times on Instagram. The reason the video has drawn so much attention is because it’s a boarding process most people have never seen before. It’s socially distanced and orderly, and it involves moving blue lights projected on the ground that seem to force passengers to behave the way they’re supposed to.
American Airlines is making the AAdvantage program friendlier for new members, who are the people that are flying today. They’re introducing better boarding just for joining the program, after eliminating telephone booking fees for award redemptions for all members and eliminating mileage redeposit fees, too.
Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel -- a topic he has covered since 2002.
Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »
