Qantas to Introduce Group Boarding and Bag Tracking

[TheInsider]

I have flown over 1K Qantas flight segments since 1994, generally with lounge access prior.

My experience is that boarding calls are occasionally made in qantas lounges when boarding had not actually commenced at the time of the call.

The way the lounges operate, is when the gate agent changes the FIDS to boarding, the lounge sees this information, then calls it. Gate staff don't call the lounges to say they are boarding generally, and lounges don't make up their boarding times, unless they have made an error.

 

[lindseyh]

It’s a fine line between recognising people’s status while also doing the most efficiency boarding procedure. To me this seems like a step in the right direction from Qantas. Looking forward to checking it out soon.

 

[Daver6]

Sorry, maybe I'm not understanding something, but why should the lounge call boarding early if they aren't boarding the flight? They call it when it has started boarding, they won't make pre-boarding calls.
It is your responsibility to get to the gate and use the boarding whenever you feel like it. If you want to board early, then get to the gate early?
In no way, will they ever call the flight in the lounge and then hold off boarding until the lounge passengers arrive at the gate.

The domestic lounges are already filled with boarding calls and final boarding calls, adding a pre-boarding call is just making the lounges more of a zoo with the noise. Still think all QF lounges should be silent.

I think the point might have been that if they call boarding in the lounge when boarding commences, but the time you get to the gate they're boarding later groups from both lanes. Therefore you land up in a long queue. If they keep the priority lane empty so you can just walk up and board then this isn't an issue.

 

[serfty]

The way the lounges operate, is when the gate agent changes the FIDS to boarding, the lounge sees this information, then calls it. Gate staff don't call the lounges to say they are boarding generally, and lounges don't make up their boarding times, unless they have made an error.

You tell me ...

Earlier this year I departed the SYD business lounge as my flight was announced over the PA for boarding; only to arrive at the gate to see boarding had not started - not even pre boards.

10 minutes later they commenced with the pre boards ... simultaneously the Qantas App on my 'phone generated a boarding alert. This was a quarter hour after the initial PA.

Note I was surprised at the call simply because I was aware the late inbound had only just reached the gate.

 

[lindseyh]

You tell me ...

Earlier this year I departed the SYD business lounge as my flight was announced over the PA for boarding; only to arrive at the gate to see boarding had not started.

Not even pre boards.

10 minutes later they commenced with the pre boards ... simultaneously the Qantas App on my 'phone generated a boarding alert.

This was a quarter hour after the initial PA.

I’ve had this happen to me a handlful times as well. I wonder if there are sometimes minor unexpected delays that cause this.

 

[Scooty]

Had my first flight from BNE since the new boarding yesterday and was looking forward to the new boarding system. Forgot I was on a QantasLink flight (E190). They didn’t even offer to board Priortity first - just a free for all

 

[drron]

You tell me ...

Earlier this year I departed the SYD business lounge as my flight was announced over the PA for boarding; only to arrive at the gate to see boarding had not started.

Not even pre boards.

10 minutes later they commenced with the pre boards ... simultaneously the Qantas App on my 'phone generated a boarding alert.

This was a quarter hour after the initial PA.

And in SYD J lounge I have certainly seen on a few occasions the Now boarding sign come up on the monitors though no PA message so go to the gate and find boarding hasn't started.

 

[RichardMEL]

Had my first flight from BNE since the new boarding yesterday and was looking forward to the new boarding system. Forgot I was on a QantasLink flight (E190). They didn’t even offer to board Priortity first - just a free for all

This is where this whole thing is an instant fail overall imo.

I know we all bang on about it endlessly, but for the love of.... INCONSISTENCY! They deliberately seem to thrive in it at times like pigs in .. pumpkin.

Yes, they announced the group boarding would be for 737 and 330 flights. Why not all? Give customers a consustent experience
Why only at the major airports? Why not int too?

It may seem overkill for a dash8 via a bus gate or something, but can still at least announce groups 1-2, then the rest surely?

Loathe it or love it, at least on AA or UA etc, regardless of flight it's the same setup.

Now QF is deploying, by design, a system that means a different experience for different flights at different ports potentially. Talk about confusing for all involved.

I honestly don't understand the logic.

 

[lindseyh]

Completely agree. Consistency is everything.

 

[pauly7]

First experience this AM out of MEL (travelling by myself).

Worked very well, early AM flight so mostly corporates but was enforced and saw a couple of computer says no beeps that sent people back to wait!

 

[tdimdad]

Sorry, maybe I'm not understanding something, but why should the lounge call boarding early if they aren't boarding the flight? They call it when it has started boarding, they won't make pre-boarding calls.
It is your responsibility to get to the gate and use the boarding whenever you feel like it. If you want to board early, then get to the gate early?
In no way, will they ever call the flight in the lounge and then hold off boarding until the lounge passengers arrive at the gate.

Given how inconsistent the boarding times are (sometimes it's 30 mins before scheduled dep time, sometimes 20 or 5 mins prior, sometimes after the scheduled time without any uniform notice of the delay), the best service would be provided when pax are notified when the boarding will actually start. There's no point in cutting your work (or any other) time short in the lounge to arrive at the gate early to just wait for the sake of it and see that today is a slow day at the gate.

It's easy to understand and accept that the gate agent can't turn the flag on in the system at an undetermined time. But if at least when they are ready for pre-boarding, on average that would be a great time for it. On occasions, the pre-boarding takes just 3 mins, sometimes 10. But if you arrive at the gate and see that there's already real activity happening, it's easy to join your queue.

In fact, if the system is used well, the gate agents would know already beforehand if there are any pax requiring pre-boarding (# of BP's issued with the pre-boarding group assignment). The boarding announcements can be timed & made accordingly.

The domestic lounges are already filled with boarding calls and final boarding calls, adding a pre-boarding call is just making the lounges more of a zoo with the noise. Still think all QF lounges should be silent.

Zero additional calls are needed. It's merely shifting the time of the first call to slightly earlier so that the conga line from the lounge can reach the gate at the time of the groups 1-2 boarding.

 

[ThatMrBlake]

QF555 BNE to SYD tonight - group 1 had a head start of 30 seconds before the golds. Boarding started ten minutes early as it seems the case these days so it seems likely that a call wasn’t made to the lounge in advance.

Seems a slight potential improvement but doesn’t really change the game.

I was 5th onboard, not bad for group two, but didn’t get to play bingo which would have been amusing.

 

[pgsdiver]

Experienced this tonight out of MEL.
I'm in two minds. The boarding itself was chaotic. I was in Group 6, with no status on QF anymore (although Lifetime QP, so that should count for something, right?). I paid to move to 9F but was still in Group 6, which I found surprising.
The priority groups (1&2) boarded first via priority lane, then there was a long pause with NOBODY boarding then group 3 flashed green for about 10 seconds - mad rush to scanners. Group 3 then turns red and announcement about groups 4&5. Confusion ensues. Apparently a finger error by the gate agent. It was a mad rush, no control over the priority lane and basically a massive crush to get to the scanners.
Finally Group 3 and 6 are boarding, with plenty of folks again ignoring the priority lane.
However - I got to my seat and there was still some overhead space - people, why the two bags up there....really! - and while I had to get the guy in 9D to get up, it was actually ok.
Boarding, though, was no quicker than normal as far as I could tell.
So my question is, having just re-read Brave New World: Is this really a better experience, or have I been lulled into thinking that Gamma (group6) is Good?
Cheers to all,
Pete
EDIT: PS. This was my last QF flight for a while. Switching back into VA to maintain platinum. It'll be nice to be at the front of the queue again for a while. I'll be interested to see how long group boarding lasts.

 

[elanshin]

I wouldn't judge whether a process change like this has had any real effect until 6 months down the track where both staff and pax are more used to it.

 

[RooFlyer]

But if at least when they are ready for pre-boarding, on average that would be a great time for it. On occasions, the pre-boarding takes just 3 mins, sometimes 10. But if you arrive at the gate and see that there's already real activity happening, it's easy to join your queue.

The gate agents are at the mercy of the on-board crew as to when they are ready (extra checks on flight deck; sorting out a mechanical issue), so any pre-advertised boarding time is 'aspirational'. In my experience, pre-boarding starts once the gate crew get the 'thumbs up' from the FAs -sometimes even before boarding is advertised to commence.

Going on your theme, perhaps the announcement in the lounge should be 'Pre boarding of flight XX at Gate Y has just commenced and is expected to close in ZZ minutes'. Then, the punters can either high-tail it to the gate if they want to be up the front of the priority boarding queue, or just saunter down, knowing that pre-boarding usually takes at least 5 mins and they can make it in good time anyway.

 

[wannabeinvestmentbanker]

Just had my first experience of this boarding a MEL SYD this afternoon. There were multiple staff hanging around the gate asking if anyone had any questions about the group boarding.

I asked if they will board 1 and 2 separately which they did.

They specifically called group 1 but did say priority boarding for group 1 which could probably change to just the group number as some golds were getting confused in the queue.

Anyone not in group 1 got declined and had to stand by the BP scanning area until their zone opened.

Well executed and excellent to see in force. Let’s see how it goes on the next flight

 

[Kangol]

Anyone not in group 1 got declined and had to stand by the BP scanning area until their zone opened.

Standing by the BP scanner and getting in other peoples' way?
Sounds terrible!
What's the term, I think I read it on FT or one of those other forums ages ago... gate lice?

 

[wannabeinvestmentbanker]

No no wasn’t in other peoples way. There was space off to the side where such gate lice could wait.

I did make a comment saying it should be CL P1 in group 1 as I personally consider WP to be gate lice alongside golds.

The QF staff member mentioned they had observed BA with group 0 for GGLs so are really looking to the market for best practice.

 

[Princess Fiona]

No no wasn’t in other peoples way. There was space off to the side where such gate lice could wait.

I did make a comment saying it should be CL P1 in group 1 as I personally consider WP to be gate lice alongside golds.

The QF staff member mentioned they had observed BA with group 0 for GGLs so are really looking to the market for best practice.

Maybe we will end up with a Group 0 at some point?

Otherwise it would be way simpler to just make like AA do for CK and call a pre board announcement for P1 before Group 1.
Not holding my breath for that enhancement

 

[Katie]

I just checked in for a BNE-SYD flight tomorrow. My Teen (LTS) got group 1 along with me (WP).