Priority boarding on QF domestic - what is the story?

[jetlagger]

I think you need the lady from Sydney International Airport arrivals at the express line on Monday morning she turned everyone away that did not have an express card no ifs or buts. Look on peoples face was priceless and she did not bat an eye lid, just told them to move to the back of an horrendous long queue.

That's brilliant..
Had a similar scenario in BNE INT arrivals last week with also a lady policing the express card process prior the the immi.
I really detest at times when it is 'open slather" & also 'others" joining the shorter AUS channel.

 

[mickeyc747]

Big failure in Sydney on QF 864 today. Just because OOL is a holiday destination doesn't excuse it. It works better in OOL

 

[nlagalle]

Feedback received across various channels, including AFF, suggests that Premium Boarding seems to be improving overall.

However I know the team responsible are keen to review the instances where it's not worked, and this is best done with examples. They're able to identify patterns relating to specific ports and/or staff, and in some cases assist with additional resources.

Yes I agree it is. I generally see a fairly empty PB lane and a larger general lane.. However I have noted that FA's do not say anything when someone not entitled to use the lane just uses it. This is in stark contrast to the security lane which is policed. If someone not entitled to use the lane is sent to the back of the general lane, they will stop using it. Most people i have seen using it are golds.

Second thing is really the signage isn't clear enough. I have a photo of one of the gates in MEL last week showing the PB signs pointing to opposite lanes! Very confusing.

 

[mrpooky]

I'd have to judge it a fail overall on QF589 (BNE -> PER) this morning.

The Priority Boarding lane was shorter than the general queue, so it wasn't a free-for-all situation, but a stickybeak over the shoulders of the three people in front of me in the PB lane showed that two of them were SGs, and the FA scanning the boarding passes didn't bat an eyelid; just scanned and let them through.

I only made WP a month or so ago, but before then I'd never use the PB lane as a SG. I'd really like to see people who use the PB lane incorrectly being kicked to the back of the normal queue, but maybe I'm just mean.

mrpooky.

 

[power71]

PB Fail on two flights today.

QF772 PER-MEL from Gate 13 - With the renovations around this gate lounge two lines of pax queued with reinforcement of the priority boarding lane to the right.

QF626 MEL-BNE from Gate 10 - Whilst an announcement was also made, there was only 1 FA scanning boarding passes, and the 'priority' boarding lane (which contained row 25-29 pax) was left to wait for alternating 'general boarding' pax.

Priority Boarding IMHO is not working as it should.

 

[madrooster]

but a stickybeak over the shoulders of the three people in front of me in the PB lane showed that two of them were SGs

I wonder if the fact that SG's get priority boarding on international flights is a possible cause of confusion. Adding the fact that the oneworld site says sapphires get priority boarding with no footnotes doesn't help either. See here: oneworld benefits - oneworld

 

[Mr_Orange]

I wonder if the fact that SG's get priority boarding on international flights is a possible cause of confusion. Adding the fact that the oneworld site says sapphires get priority boarding with no footnotes doesn't help either. See here: oneworld benefits - oneworld

I'll admit, that has nearly caught me out as an SG.

Also, they could have been traveling in J.

 

[k3nnis]

I was on QF 423 at SYD and priority boarding worked well but on QF 446 in MEL it did not work....

 

[mrpooky]

I'll admit, that has nearly caught me out as an SG.

Also, they could have been traveling in J.

Not this time, at least: they were in Y.

I guess the international / domestic difference in PB for SGs might be more likely to catch out those that travel more internationally than domestically. It never caught me out, but maybe that's because I do almost all domestic travel, so I'm much more used to the domestic rules than the international ones. For me it was a nice surprise when I was able to use the PB lane on my first international flight as SG.

In any case, I think the FAs should have informed them that they were using the incorrect lane and either kicked them to the back of the normal queue (preferable) or, if they wanted to be really nice, let them through with a warning. Doing nothing just reinforces to them that they can get away with doing it, or, if they really don't know that they're not supposed to do it, then they end up none the wiser. Either way, they'll do it again on their next flight.

mrpooky.

 

[SeatBackForward]

Not this time, at least: they were in Y.

I guess the international / domestic difference in PB for SGs might be more likely to catch out those that travel more internationally than domestically. It never caught me out, but maybe that's because I do almost all domestic travel, so I'm much more used to the domestic rules than the international ones. For me it was a nice surprise when I was able to use the PB lane on my first international flight as SG.

In any case, I think the FAs should have informed them that they were using the incorrect lane and either kicked them to the back of the normal queue (preferable) or, if they wanted to be really nice, let them through with a warning. Doing nothing just reinforces to them that they can get away with doing it, or, if they really don't know that they're not supposed to do it, then they end up none the wiser. Either way, they'll do it again on their next flight.

mrpooky.

This should be the instruction given down to Cabin/Gate crew.

 

[OATEK]

I was on QF 423 at SYD and priority boarding worked well but on QF 446 in MEL it did not work....

Both flights this weekend (QF409 27/7 and QF496 28/7) were mucked up by the FAs. They seemed to call general PAX across to the priority lane just as a priority PAX was arriving. And of course as soon as you call a couple of PAX across, the rest of the sheep start to follow. QF496 was well below capacity so there was no real need to accelerate boarding. It all still seems to be a work in progress.

 

[BadgerBoi]

In any case, I think the FAs should have informed them that they were using the incorrect lane and either kicked them to the back of the normal queue (preferable) or, if they wanted to be really nice, let them through with a warning.

I'm not keen on that, it still enables them - next time they'll "forget" the warning and whinge "but they let me do it last time...". Sending them to the back of the normal queue is the only effective way to deal with it, but it takes balls on the part of the FA.

 

[docjames]

Fail in Melbourne on Friday - whilst most pax were lining up, some just took the "that queue is faster".

In SYD on the return on Sunday it seemed to work ok (that I could tell).

Frankly, I think the signage isn't great - it seems some pax don't see the signage (hidden by the queue of people and small writing). and also no enforcement - pax need to be either cautioned or sent to the back of the queue if they are in the wrong queue.

 

[Mr_Orange]

This should be the instruction given down to Cabin/Gate crew.

I agree. Pax should be told when they are not abiding by the rules.

 

[QPProletarian]

The problem is that the main line gets too long and unbalanced with the right lane. The whole PB thing is a shambles. In fact, I would feel like a right tosser pushing past a 100m long line of people waiting to board. Perhaps they could look at expanding it to more members to even out the queues a bit, albeit still distorted.

Also, everyone ignores the Rows 16-whatever boarding at the start. I know if I don't get on early, someone from the back or around me will have taken up all of the bins and I will be in an awkward situation.

I still feel Priority Boarding could work, but in the context whereby a boarding group number is printed on the ticket (like AA) which stops the main line from getting too long.

 

[Red Roo]

After what was being reported as an improvement to this aspect of our service, I'm sorry to hear of these recent failures. I've noted these examples individually and will be passing them back as per our recently updated guidelines. Hopefully we can get back on the right track again.

 

[nonpop]

Easy to fix: Here is my version of the training manual:
1. Make the sign large and so can be seen from anywhere in the line (not needing to be right up close and personal)
1A. Make a pre-boarding call and spell out it is a PRE-BOARDING announcement with details
2. Enforce it
3. Have ALL gate agents pull from the priority line until it is specifically cleared
4. When PB line is cleared, gate agents then clear normal line
5. If a PAX/s appears in PB line, then agents stop the general line and clear PB line
6. Rinse and repeat

But with self scan coming may be it is a moot point.

 

[Ansett]

After what was being reported as an improvement to this aspect of our service, I'm sorry to hear of these recent failures. I've noted these examples individually and will be passing them back as per our recently updated guidelines. Hopefully we can get back on the right track again.

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Red Roo why is it that after such a long time of customers pointing out the issue with PB That it is still not working. Surely this is not rocket science.

 

[serfty]

...

Red Roo why is it that after such a long time of customers pointing out the issue with PB That it is still not working. Surely this is not rocket science.

I'd suggest there's been some passive 'push back' from the staff scanning the BP's - maybe many simply don't care enough.

 

[Flying mermaid]

I'd suggest there's been some passive 'push back' from the staff scanning the BP's - maybe many simply don't care enough.

I would agree with this - from a couple of conversations I have had with staff, they see it as an irritation to them and are not committed to it.......