As a means of minimizing congestion at boarding gates and eliminating the conditions commonly referred to as “gate lice”-passengers crowding the gate before their group is announced American Airlines has been experimenting with a new concept on the way passengers are supposed to go about boarding an aircraft.
The program is aimed at bettering customer satisfaction and enhancing the productivity of gate staff.
To American Airlines, “gate lice” have long represented a pesky problem: passengers congregating at a gate ahead of their group’s invitation to board.
Now the airline is pilot-testing a new boarding process ahead of the holiday travel season in hopes of nipping that headache, colloquially known as “gate lice,” in the bud. They don’t call it that, but they are working to prevent that behavior.
The new platform, which is currently undergoing testing at DCA Ronald Reagan Washington National Airport, TUS Tucson International Airport, and ABQ Albuquerque International Sunport, will change gate crew operations and even boost happiness among passengers as it is going to make the boarding process easier.
According to American Airlines representative Rachel Warner, “We’re always looking for ways to improve the boarding experience for our customers and team members.”
It’s a simple idea: clear confusion from the busy gate areas and let people board in the right sequence. Preliminary testing in Albuquerque and Tucson has been encouraging, Warner said, and a recent launch at Washington National Airport is underway.
This new strategy, which guarantees that passengers board in accordance with their seating preferences or frequent flyer status, is a component of the airline’s larger initiatives to improve the flying experience.
The airline anticipates that both customers and employees will have less headaches as boarding becomes more efficient and well-organized.
