Qantas to Introduce Group Boarding and Bag Tracking

[henrus]

gate agents couldn't/wouldn't or simply refused to do appears as though it would have sufficed.

I feel like it’s much easier for the staff to say “computer says no” as opposed to them saying “I say it’s not your turn”

This concept isn’t new with automated boarding gates across the world using a similar automated system to enforce boarding order.

 

[RichardMEL]

I'd paybreal money, even to QF, to be there and see an agentbput on tge vouce and mannerism and say "computer says no" - possibly on their last day on the job...

 

[Captain Halliday]

I feel like it’s much easier for the staff to say “computer says no” as opposed to them saying “I say it’s not your turn”

This concept isn’t new with automated boarding gates across the world using a similar automated system to enforce boarding order.

They’re especially good in HEL where they have actual Perspex gates… a bit like the gates to access many AU train stations.

You scan your boarding pass and if it’s not your turn the gates remain firmly shut.

I’m sure other ports have this, HEL just happens to be where I saw it in action.

 

[vbap]

Qf38 SIN-MEL last Saturday did group boarding.
Since BPs are scanned upon entry into the gate, for boarding they used Handheld signs and manually checked boarding passes.

As LTG I was in Group 2 so didn't see how well it worked. I noticed a couple folks trying to board early but were turned away upon inspection of boarding passes.

The flight boarded quite quickly I felt.
Will check again next week on a midweek return on QF36.

 

[serfty]

It seems to me that the 'computer says no' system is the real key here to priority boarding seemingly working much better. It's not clear to me why Qantas needed all this additional signage when simply programming the scanner to do what the gate agents couldn't/wouldn't or simply refused to do appears as though it would have sufficed.

.. gate agents couldn't/wouldn't or simply refused to do appears as though it would have sufficed.

I feel like it’s much easier for the staff to say “computer says no” and point at the signs as opposed to them saying “I say it’s not your turn”

@henrus - fixed that for you. @Danger - additional signage explained

 

[tdimdad]

They’re especially good in HEL where they have actual Perspex gates… a bit like the gates to access many AU train stations.

You scan your boarding pass and if it’s not your turn the gates remain firmly shut.

I’m sure other ports have this, HEL just happens to be where I saw it in action.

What's more, AY has sometimes only one gate agent doing the whole show - and it works well for them. Contrast that against the 2-3 required to run a gate at QF.

 

[Scooty]

I really think that the group boarding is starting to work well. Only a few folk now are still trying it on it the Priority 1/2 boarding call - probably those infrequent flyers.
I had an interesting one today, bloke pushed in front of me - he would have been in the right group if it was his flight.... "Sorry sir, this is going to BNE not OOL" as the gate screen flashed "Incorrect flight"

 

[pauly7]

Seamless again out of SYD tonight.

I actually thought there would be more teething problems but I think as many have already pointed out the computer doing the rejection makes it easier for staff to take on entitled corporates that ply the QF golden triangle!

 

[flyingfan]

My experiences from recent status runs...

1. MEL-SYD QF410
Day: Sunday
Scheduled departure: 07:00
Scheduled boarding: 06:40
Actual boarding: ~06:29

Boarding seemed to start more than 10 minutes early! Group 1 was already done. Hung back to see as much as possible. There were two FAs boarding and three others behind the counter at the gate. I saw a screen showing the progress of the groups that had been done (green) and those yet to go (red).
There was no long line or crowding around the gate; everyone was hanging back obediently and people seemed to be good in boarding in discrete groups. Each group seemed to be done and the next called under a minute apart.
I tried to be one of the last to board, after group 6 was just about done, and this was only about 6 minutes after boarding was first called from the lounge.
Didn’t pay too much attention to how crowded this flight was early on a Sunday but probably not.
One pax seemed to be turned away, boarded near to last and ended up next to me on staff travel in J.


2. SYD-OOL QF592
Day: Sunday
Scheduled departure: 09:15
Scheduled boarding: 08:55
Actual boarding: 09:03

Boarding was delayed because the pilots were deadheading from another flight. After special assistance pax were boarded, group 1 was called. There were a couple of announcements, which seemed to help disperse the crowds of people clearly in later groups blocking the gate.
Given they said this was a ‘completely full’ flight, I boarded at the end of group 1 this time just in case overhead space in even J was at a premium. One family were turned away but were allowed in the next group.
I did get an empty seat next to me.


3. SYD-MEL QF449
Day: Sunday
Scheduled departure: 14:00
Scheduled boarding: 13:40
Actual boarding: 13:51

Boarding was marred a bit by non-eligible people hovering closely to the gate despite the announcements, causing a bit of awkwardness to us polite status pax wondering if they were also status. Then a family had some issue and both FAs stopped to try to fix it, causing boarding to momentarily ground to a halt. Otherwise seemed to work fine. This was the first boarding announcement to say that the boarding passes wouldn’t scan if it wasn’t their turn.


4. MEL-SYD QF420
Day: Monday
Scheduled departure: 08:15
Scheduled boarding: 07:55
Actual boarding: 07:51

The gate wasn’t very crowded. Decided to board with group 1 again in case Monday mornings ended up crowded and was the second in line. The first pax was ineligible and was politely turned away. The scanner said “Group not open.”

QF couldn’t board two groups (priority and everyone else) properly so I didn’t have much hope for this much more complicated system but it seems to be working well so far.


5. SYD-OOL QF594
Day: Monday
Scheduled departure: 14:00
Scheduled boarding: 13:40
Actual boarding: 13:42

This one went pretty smoothly. To really analyse the effectiveness or lack thereof of group boarding, I’d have to know how long the old system took, how long it takes now and compare the two. But it seems like (noting reports of overriding), basically non-eligible people can’t just rock up for whatever reason because the computer will say no, so that’s a big win in enforcing it. Turning away people who are already at the head of the line and making them join a long queue will be undesirable for a number of reasons.


6. SYD-MEL QF479
Day: Monday
Scheduled departure: 18:00
Scheduled boarding: 17:40
Actual boarding: 17:40

Right on time but the first part of the announcement was the old system with only priority vs. general. It was only after the priority crowd moved around the gate that the agent added this flight would be boarded via groups. The announcement wasn’t as clear and distinctive as other gates and other airports. But I was still able to board quickly in group 1.


7. MEL-SYD QF414
Day: Tuesday
Scheduled departure: 07:30
Scheduled boarding: 07:10
Actual boarding: 07:07

Boarding was called at the gate at 06:58 but the door at gate 12 was closed and remained that way for a few minutes, leading to some grumbling from those present. Gate 12 is clearly at the far end from the gate but saying the flight has commenced boarding is a lie.

Just as the door opened for boarding to begin, we received text messages and notifications that departure had been delayed 15 minutes, something that crew didn’t comment on until we were all seated. The passenger in front of me was rejected due to being in the wrong group.


8. SYD-OOL QF592
Day: Tuesday
Scheduled departure: 10:05
Scheduled boarding: 09:45
Actual boarding: 09:45

For the first time this status run, both groups 1 and 2 were called. The other groups stayed put, except for a rep from group 4 who tried to board and was turned away.

I can understand the mentality in some cases and might have been guilty of this before – regardless of what the announcements say (and there were clear announcements this time), if there’s a stream of people boarding your strong instinct is to follow them and board too, not second-guess if there’s a group or premium boarding and if you’re eligible or not.


9. SYD-BNE QF528
Day: Tuesday
Scheduled departure: 15:00
Scheduled boarding: 14:40
Actual boarding: 14:30

A full ten minutes early (which surprises me again – maybe my expectations are too low) and I was able to walk in one smooth movement (kinda, sorta, maybe) from the lounge onto the aerobridge.


10. SYD-OOL QF592
Day: Wednesday
Scheduled departure: 10:05
Scheduled boarding: 09:45
Actual boarding: 09:42

Compared to some other versions I’ve been hearing, the announcements were a bit too gentle and not assertive enough, meaning other groups were blocking the group 1 and 2 lane and leading to more awkwardness on whether they were eligible and about to board, or just in the way.


11. MEL-SYD QF402
Day: Sunday
Scheduled departure: 06:00
Scheduled boarding: 05:40
Actual boarding: 05:34

The gate was quiet with people spaced out, not too surprising at this ungodly Sunday hour. Group 1 and 2 were done together. Once I was on board, there seemed to be quite a lag before the rest of the passengers streamed on.


12. SYD-OOL QF592
Day: Sunday
Scheduled departure: 09:15
Scheduled boarding: 08:55
Actual boarding: 08:49

No big queues and could easily board early. Staff were clearly and vocally directing passengers to use the correct lanes.


13. SYD-MEL QF451
Day: Sunday
Scheduled departure: 14:30
Scheduled boarding: 14:10
Actual boarding: 14:14

I was part of the gate lice hovering around waiting for things to get moving. There were clear announcements and staff waiting to start the boarding sounded positive about the group boarding process now, particularly the ‘computer says no’ part.


14. MEL-SYD QF426
Day: Monday
Scheduled departure: 09:00
Scheduled boarding: 08:40
Actual boarding: 08:41

A few ineligible people were trying to board first. One of them was adamant he had ‘priority boarding,’ but he was in group 2 not 1. There was also a pax with a guitar that staff expedited on board. The group 2 pax held things up while the agent relented and opened up group 2 as well so he could board and the other group 1 people behind him could move through. Poorly handled.


15. SYD-OOL QF594
Day: Monday
Scheduled departure: 13:35
Scheduled boarding: 13:15
Actual boarding: 13:46

Delayed due to a nosewheel change. I was the first on board after special needs pax and didn’t wait to see how things were behind me, although I suspect announcements need to be clearer and more forceful.


16. SYD-MEL QF485
Day: Monday
Scheduled departure: 18:30
Scheduled boarding: 18:10
Actual boarding: 18:44

Delayed due to winds and single-runway operations. The priority lane was 30 deep. The pax at the front was an SG who was turned away and not familiar with the new group boarding process.


Overall... seems to be an improvement and as long as they make clear, explanatory announcements and stick to the system (rather than letting it become a free for all, like opening groups prematurely like I saw), then it should work well.

 

[JessicaTam]

My experiences from recent status runs...

1. MEL-SYD QF410
Day: Sunday
Scheduled departure: 07:00
Scheduled boarding: 06:40
Actual boarding: ~06:29

Boarding seemed to start more than 10 minutes early! Group 1 was already done. Hung back to see as much as possible. There were two FAs boarding and three others behind the counter at the gate. I saw a screen showing the progress of the groups that had been done (green) and those yet to go (red).
There was no long line or crowding around the gate; everyone was hanging back obediently and people seemed to be good in boarding in discrete groups. Each group seemed to be done and the next called under a minute apart.
I tried to be one of the last to board, after group 6 was just about done, and this was only about 6 minutes after boarding was first called from the lounge.
Didn’t pay too much attention to how crowded this flight was early on a Sunday but probably not.
One pax seemed to be turned away, boarded near to last and ended up next to me on staff travel in J.


2. SYD-OOL QF592
Day: Sunday
Scheduled departure: 09:15
Scheduled boarding: 08:55
Actual boarding: 09:03

Boarding was delayed because the pilots were deadheading from another flight. After special assistance pax were boarded, group 1 was called. There were a couple of announcements, which seemed to help disperse the crowds of people clearly in later groups blocking the gate.
Given they said this was a ‘completely full’ flight, I boarded at the end of group 1 this time just in case overhead space in even J was at a premium. One family were turned away but were allowed in the next group.
I did get an empty seat next to me.


3. SYD-MEL QF449
Day: Sunday
Scheduled departure: 14:00
Scheduled boarding: 13:40
Actual boarding: 13:51

Boarding was marred a bit by non-eligible people hovering closely to the gate despite the announcements, causing a bit of awkwardness to us polite status pax wondering if they were also status. Then a family had some issue and both FAs stopped to try to fix it, causing boarding to momentarily ground to a halt. Otherwise seemed to work fine. This was the first boarding announcement to say that the boarding passes wouldn’t scan if it wasn’t their turn.


4. MEL-SYD QF420
Day: Monday
Scheduled departure: 08:15
Scheduled boarding: 07:55
Actual boarding: 07:51

The gate wasn’t very crowded. Decided to board with group 1 again in case Monday mornings ended up crowded and was the second in line. The first pax was ineligible and was politely turned away. The scanner said “Group not open.”

QF couldn’t board two groups (priority and everyone else) properly so I didn’t have much hope for this much more complicated system but it seems to be working well so far.


5. SYD-OOL QF594
Day: Monday
Scheduled departure: 14:00
Scheduled boarding: 13:40
Actual boarding: 13:42

This one went pretty smoothly. To really analyse the effectiveness or lack thereof of group boarding, I’d have to know how long the old system took, how long it takes now and compare the two. But it seems like (noting reports of overriding), basically non-eligible people can’t just rock up for whatever reason because the computer will say no, so that’s a big win in enforcing it. Turning away people who are already at the head of the line and making them join a long queue will be undesirable for a number of reasons.


6. SYD-MEL QF479
Day: Monday
Scheduled departure: 18:00
Scheduled boarding: 17:40
Actual boarding: 17:40

Right on time but the first part of the announcement was the old system with only priority vs. general. It was only after the priority crowd moved around the gate that the agent added this flight would be boarded via groups. The announcement wasn’t as clear and distinctive as other gates and other airports. But I was still able to board quickly in group 1.


7. MEL-SYD QF414
Day: Tuesday
Scheduled departure: 07:30
Scheduled boarding: 07:10
Actual boarding: 07:07

Boarding was called at the gate at 06:58 but the door at gate 12 was closed and remained that way for a few minutes, leading to some grumbling from those present. Gate 12 is clearly at the far end from the gate but saying the flight has commenced boarding is a lie.

Just as the door opened for boarding to begin, we received text messages and notifications that departure had been delayed 15 minutes, something that crew didn’t comment on until we were all seated. The passenger in front of me was rejected due to being in the wrong group.


8. SYD-OOL QF592
Day: Tuesday
Scheduled departure: 10:05
Scheduled boarding: 09:45
Actual boarding: 09:45

For the first time this status run, both groups 1 and 2 were called. The other groups stayed put, except for a rep from group 4 who tried to board and was turned away.

I can understand the mentality in some cases and might have been guilty of this before – regardless of what the announcements say (and there were clear announcements this time), if there’s a stream of people boarding your strong instinct is to follow them and board too, not second-guess if there’s a group or premium boarding and if you’re eligible or not.


9. SYD-BNE QF528
Day: Tuesday
Scheduled departure: 15:00
Scheduled boarding: 14:40
Actual boarding: 14:30

A full ten minutes early (which surprises me again – maybe my expectations are too low) and I was able to walk in one smooth movement (kinda, sorta, maybe) from the lounge onto the aerobridge.


10. SYD-OOL QF592
Day: Wednesday
Scheduled departure: 10:05
Scheduled boarding: 09:45
Actual boarding: 09:42

Compared to some other versions I’ve been hearing, the announcements were a bit too gentle and not assertive enough, meaning other groups were blocking the group 1 and 2 lane and leading to more awkwardness on whether they were eligible and about to board, or just in the way.


11. MEL-SYD QF402
Day: Sunday
Scheduled departure: 06:00
Scheduled boarding: 05:40
Actual boarding: 05:34

The gate was quiet with people spaced out, not too surprising at this ungodly Sunday hour. Group 1 and 2 were done together. Once I was on board, there seemed to be quite a lag before the rest of the passengers streamed on.


12. SYD-OOL QF592
Day: Sunday
Scheduled departure: 09:15
Scheduled boarding: 08:55
Actual boarding: 08:49

No big queues and could easily board early. Staff were clearly and vocally directing passengers to use the correct lanes.


13. SYD-MEL QF451
Day: Sunday
Scheduled departure: 14:30
Scheduled boarding: 14:10
Actual boarding: 14:14

I was part of the gate lice hovering around waiting for things to get moving. There were clear announcements and staff waiting to start the boarding sounded positive about the group boarding process now, particularly the ‘computer says no’ part.


14. MEL-SYD QF426
Day: Monday
Scheduled departure: 09:00
Scheduled boarding: 08:40
Actual boarding: 08:41

A few ineligible people were trying to board first. One of them was adamant he had ‘priority boarding,’ but he was in group 2 not 1. There was also a pax with a guitar that staff expedited on board. The group 2 pax held things up while the agent relented and opened up group 2 as well so he could board and the other group 1 people behind him could move through. Poorly handled.


15. SYD-OOL QF594
Day: Monday
Scheduled departure: 13:35
Scheduled boarding: 13:15
Actual boarding: 13:46

Delayed due to a nosewheel change. I was the first on board after special needs pax and didn’t wait to see how things were behind me, although I suspect announcements need to be clearer and more forceful.


16. SYD-MEL QF485
Day: Monday
Scheduled departure: 18:30
Scheduled boarding: 18:10
Actual boarding: 18:44

Delayed due to winds and single-runway operations. The priority lane was 30 deep. The pax at the front was an SG who was turned away and not familiar with the new group boarding process.


Overall... seems to be an improvement and as long as they make clear, explanatory announcements and stick to the system (rather than letting it become a free for all, like opening groups prematurely like I saw), then it should work well.

Thanks @flyingfan. Great report.

 

[Flyfrequently]

Thanks for the comprehensive reporting. Am curious about the pax with the guitar and where it was stored on board @flyingfan ?
Usually musical instruments have to go as oversize - if there is a way to avoid this, would be keen to know for domestic and international.

 

[flyingfan]

Thanks for the comprehensive reporting. Am curious about the pax with the guitar and where it was stored on board @flyingfan ?
Usually musical instruments have to go as oversize - if there is a way to avoid this, would be keen to know for domestic and international.

Sorry I can’t enlighten you, the pax (and their guitar) weren’t in J with me is all I know.

 

[sudoer]

Usually musical instruments have to go as oversize - if there is a way to avoid this, would be keen to know for domestic and international.

https://www.qantas.com/agencyconnec...ra-seat-for-bulky-carry-on-cabin-baggage.html

• Larger musical instruments e.g. cello or guitar that exceed permitted dimensions can only be carried in the cabin if an extra seat is purchased. The following conditions apply:
  • All CBBG items must have a restraining point (handle) on which to secure a seatbelt that must be able to go around the item and through the handle.
  • The packaging must be so that the contents are not damaged upon fitment of a suitable restraint for the item.
  • The case and handle must not be damaged in any way that may impede restraint of the item.QantasLink DH8 and 717 Aircraft require an independent approval supported with documentation when a CBBG item exceeds maximum dimensions and/or maximum weight limit.
  • Special Handling will contact you by phone or email if the CBBG does not meet our safety requirements

You have to buy a fare for the extra seat, but you don't need to pay taxes. You'll earn status credits on the extra seat too.

https://www.qantas.com/au/en/travel-info/baggage/carry-on-baggage.html#bulky

A bulky item can be carried in the cabin (except on Dash 8 services) provided that:

• it weighs no more than 7kgs
• its dimensions don’t exceed the maximum specified in the table below
• you purchase an extra seat
• the item has a restraining point (handle) to allow it to be secured safely
• you notify us at the time of booking that the seat is for a bulky item.

For more information and to make your request, contact your local Qantas office.

Examples of bulky items: diplomatic or courier bags, larger musical instrument (e.g. cello), artworks or a piece of technical equipment.

 

[RooFlyer]

I’m sure other ports have this, HEL just happens to be where I saw it in action.

MUC for sure, FRA I think ( LH gates) Andi think at ITM ( Japan).

Boarding seemed to start more than 10 minutes early!

There was a report somewhere - I think reliable - that Qantas have decided to commence boarding 10 minutes earlier than before. maybe on an ad-hoc basis?

 

[flyingfan]

There was a report somewhere - I think reliable - that Qantas have decided to commence boarding 10 minutes earlier than before. maybe on an ad-hoc basis?

If they’re trying to do it, IME they’re not doing too well. Sometimes they managed to start a few minutes ahead of schedule but definitely not always 10 minutes early

 

[TheInsider]

If they’re trying to do it, IME they’re not doing too well. Sometimes they managed to start a few minutes ahead of schedule but definitely not always 10 minutes early

'First-wave' flights, up until about 8am for originator aircraft.

 

[sudoer]

i think at ITM ( Japan).

The perspex boarding gates exist at lots of domestic airports in Japan, but they don't shut on people boarding in the wrong group.

They deter queue jumpers with a noticeably different sound to let everyone know you weren't entitled to board early and you should be ashamed of yourself. (wouldn't work in Australia!)

 

[encryptededdy]

MUC for sure, FRA I think ( LH gates) Andi think at ITM ( Japan).

I think the gates in Japan don't actually deny you if you're in the wrong group (often boarded with friends on seperate tickets, expecting them to be declined, but it's fine). They just make a different noise for each status tier. I think there's like 2 different noises for JAL and 3 for ANA.

 

[Danger]

On a recent 6.15am PER-PHE flight, boarding was via the ground (as in not at a aerobridge). The monitors said boarding at 5.55am. The boarding pass said boarding at 6am. The flight was called at 5.52am. At 5.54am, the app said boarding had commenced. At 6am, I'm paged as "failed to board" passenger and "offloading procedures have commenced".

 

[drron]

I think the gates in Japan don't actually deny you if you're in the wrong group (often boarded with friends on seperate tickets, expecting them to be declined, but it's fine). They just make a different noise for each status tier. I think there's like 2 different noises for JAL and 3 for ANA.

Though in the last 9 months we have left from a Japanese airport on JAL 8 times. A staff member goes down the Group 1 and 2 lines to check BPs. Anyone not entitled is told to leave the line. Also people trying to preboard when their child is 3 or over are told to board with the group on their BP.