At over 100 airports in the US
American Airlines is rolling out advanced passenger boarding technology to over 100 airports across the United States. This innovative technology ensures passengers board aircraft in their assigned groups and enhances boarding as the US prepares for the busy holiday season.
The technology ensures passengers can only board when their assigned group is called. If a passenger attempts to board earlier than their designated group, the system prevents the boarding pass from being accepted.
An audible alert signals the gate agent and the passenger that the group has not yet been called. In such cases, the airline team will politely direct the customer to return to the line when it is their turn. However, agents can easily override the alert with a single click for those travelling with companions in earlier boarding groups to allow them to board together.
The airline has tested the new system over the past month at select US airports, including Albuquerque International Sunport (ABQ), Ronald Reagan Washington National Airport (DCA), and Tucson International Airport (TUS), with positive feedback from both passengers and airline team members. The initiative aims to offer greater transparency and efficiency for travellers, especially during peak holiday travel.
Further expansion
American Airlines has monitored the initial trial of this technology and intends to refine the system further as it expands to more US airports over the holiday season. As the new technology rolls out, it will be introduced to additional spoke airports, including Austin-Bergstrom International Airport (AUS) and Hartsfield-Jackson Atlanta International Airport (ATL). In the coming months, the airline plans to extend the system to its major hubs and other key locations across the US.
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American Airlines has a tiered boarding system based on factors such as fare class, AAdvantage status, military service, and eligible credit cards. AAdvantage members automatically receive priority boarding, starting with Group 6, as soon as they enrol in the programme and provide their AAdvantage number for their bookings. For elite members, boarding priority increases according to their status level, providing an enhanced customer experience for frequent travellers.
The software platform supporting this new system is part of American Airlines’ broader effort to streamline airport operations. Designed with input from airline team members, the platform offers several features that improve the efficiency of the boarding process.
For example, agents now have a clearer view of the number of passengers in each boarding group, allowing them to pace the process better. The platform also displays the anticipated arrival times of connecting flights, which helps agents identify potential missed connections, improving the customer experience for those with tight layovers.
In addition, the platform simplifies the staff boarding process by consolidating multiple applications into a single, intuitive interface. This reduces agents’ time navigating different systems and allows them to focus on delivering a smoother, on-time departure for all passengers.
Julie Rath, Senior Vice President of Airport Operations, Reservations, and Service Recovery at American Airlines, explained: “We have heard from our customers that being able to board with their assigned group is a significant benefit, particularly for those with AAdvantage status or those who have purchased specific fare classes. The response has been overwhelmingly positive, and we are excited to implement this technology.”
With this expansion, American Airlines is taking significant steps towards improving customer satisfaction and operational efficiency, all while preparing for the surge in holiday travel. As part of its commitment to innovation, the airline listens to customer feedback and incorporates it into its technological advancements, ensuring a better experience for passengers and team members.
Large and cash-rich Arabian Gulf carriers, such as UAE-based Emirates, Etihad Airways, and Qatar Airways, have yet to introduce a streamlined boarding procedure like the technology-determined one recently introduced by American Airlines.
Hero image: The carrier’s new passenger boarding technology will be deployed at additional spoke airports across the US. Credit: American Airlines
Last Updated on 10 hours by Arnold Pinto
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