American Airlines has launched new technology at over 100 US airports to prevent passengers from cutting boarding lines. The system uses an audible alert to notify gate agents if someone tries to scan their ticket before their assigned group is called.
The new software will not allow a boarding pass to be accepted until the assigned group is called, meaning passengers who arrive at the gate too early will be asked to return and wait for their turn.
The airline tested the system at three airports: Albuquerque International Sunport, Ronald Reagan Washington National Airport, and Tucson International Airport. Following positive feedback from staff and passengers, the technology is being rolled out ahead of the Thanksgiving travel rush.
“The initial response from customers and American employees has exceeded our expectations,” said Julie Rath, American’s senior vice president of airport operations, reservations, and service recovery.
The new system aims to reduce frustration and potential conflicts caused by line-cutting. Airline industry analyst Henry Harteveldt doesn’t view the move as “shaming” customers who cut the line and believes it will “bring order out of chaos” at the gate, creating a fairer boarding process.
“And I hope it will defuse any potential flare-ups of anger from people who simply think they’re entitled to board out of turn… It’s just not fair,” Harteveldt said.
While the technology is designed to create a smoother experience, some question its overall effectiveness. Seth Miller, editor of air travel site PaxEx.aero, acknowledges the benefits of consistent gate control but remains unconvinced that it’s “100% perfect for passengers.” He points out potential issues, such as families booked on separate reservations, that could lead to delays.
American Airlines plans to expand the technology to its hub airports and other locations in the coming months. Other airlines might adopt similar systems to address boarding line frustrations.
