Surreal priority boarding experience

[greenfish]

Flew BNE-CBR this morning, DJ PE and newly matched Platinum.

Walking to gate 47 from the Lounge, nearest line was Priority - but both Priority and Standard boarding queues were empty (no one in front or behind me).

As I walked down the priority line, the woman manning the scanner looked at me and kept repeating, ever louder "Standard Boarding is this line".

I stuck to my guns and said as I a handed over my boarding pass "I think I'm supposed to use the priority queue".

The only thing I can think of is I wasn't wearing a suit.

Great flight though, on-time, good service.

 

[777]

If she was simply informing you that may not be a bad thing if it protects the priority line. In a situation like that probably 90% of the people who walk down may not be priority pax and once 3 or 4 them have formed a line and started an argument don't get the priority line back. As long as they were ok when you handed them the BP and not rude about it i have no problem with her stating that.

 

[N860CR]

That's a bit odd.... I'm through BNE a fair bit (and never suite up) and haven't had a problem.

That said, I've noticed the ground staff in BNE aren't very good at handling premium
customers. A lot of them seem to have a bit of an attitude problem. Lounge staff are great though.

 

[Noob]

I am actually really glad to hear that - boarding dragons are what we need to enforce such a benefit!

- Sorry forgot to say, I agree ussumptions should not be made by what one looks like or what they are wearing.

 

[greenfish]

If she was simply informing you that may not be a bad thing if it protects the priority line. In a situation like that probably 90% of the people who walk down may not be priority pax and once 3 or 4 them have formed a line and started an argument don't get the priority line back. As long as they were ok when you handed them the BP and not rude about it i have no problem with her stating that.

I was boarding after the rush - both queues and the gate itself were empty. So her statement that was directed at me presupposed that I didn't hold a priority boarding pass.

Not a big deal, but over zealous, and I felt quite awkward ignoring her repeated direction. Shows the dangers of judging on appearance.

It was also an entirely pointless statement. After all, both queues were empty, and there was no-one behind me... it made absolutely no difference which queue I used to anyone.

 

[777]

I was boarding after the rush - both queues and the gate itself were empty. So her statement that was directed at me presupposed that I didn't hold a priority boarding pass.

Not a big deal, but over zealous, and I felt quite awkward ignoring her repeated direction. Shows the dangers of judging on appearance.

It was also an entirely pointless statement. After all, both queues were empty, and there was no-one behind me... it made absolutely no difference which queue I used to anyone.

As long as it is polite i would much rather they do that than they didn't. I don't think it necessarily follows that you are being judged on appearance though - as long as they inform all passengers of that as they walk up and not just those not in suits. It is not a pointless statement though - the biggest complaint about priority boarding is that it is not enforced and the way the dynamics of queues work people will line up behind the person who is standing there. It's almost impossible to get a queue to leave a line once it has formed so better to get in early and alert people as they approach as to which queue is which.

 

[greenfish]

As long as it is polite i would much rather they do that than they didn't. I don't think it necessarily follows that you are being judged on appearance though - as long as they inform all passengers of that as they walk up and not just those not in suits. It is not a pointless statement though - the biggest complaint about priority boarding is that it is not enforced and the way the dynamics of queues work people will line up behind the person who is standing there. It's almost impossible to get a queue to leave a line once it has formed so better to get in early and alert people as they approach as to which queue is which.

But it didn't feel polite at all. I was the only person there. It had no impact on queue forming as there was no-one else to form the queue.

Considering I continued to walk down the priority line, and the statement was repeated to me, I felt quite uncomfortable, sticking to the priority queue.

I'm all for enforcing priority boarding, but in this instance, a simple "Sir, you were in the wrong queue, please use the ..." - would have sufficed at the scanner, had I been in the wrong queue.

But of course, I was in the right queue - with a PE ticket and DJ Platinum.

 

[777]

But it didn't feel polite at all. I was the only person there. It had no impact on queue forming as there was no-one else to form the queue.

Considering I continued to walk down the priority line, and the statement was repeated to me, I felt quite uncomfortable, sticking to the priority queue.

I'm all for enforcing priority boarding, but in this instance, a simple "Sir, you were in the wrong queue, please use the ..." - would have sufficed at the scanner, had I been in the wrong queue.

But of course, I was in the right queue - with a PE ticket and DJ Platinum.

I think where we differ is that you think you being singled out and i think it is a good standard procedure. You are assuming that "in this instance" because it was only you they should have done something other than advise the people as they approach which desk was which line is which. I think it's more important that they advise everyone than that they make an exception when there is only one person. For every one person who attempts to use the priority line correctly there will probably be 3 or 4 who attempt to use it incorrectly. I place a greater premium on the fact that they're not in my way and that a queue doesn't form behind them than i do on my own ability to keep walking down to the scanner.

PS. it has happened to me before and i don't wear a suit either.

 

[greenfish]

I think where we differ is that you think you being singled out and i think it is a good standard procedure. You are assuming that "in this instance" because it was only you they should have done something other than advise the people as they approach which desk was which line is which. I think it's more important that they advise everyone than that they make an exception when there is only one person. For every one person who attempts to use the priority line correctly there will probably be 3 or 4 who attempt to use it incorrectly. I place a greater premium on the fact that they're not in my way and that a queue doesn't form behind them than i do on my own ability to keep walking down to the scanner.

PS. it has happened to me before and i don't wear a suit either.

I think you're missing my point. There was no prospect of a queue forming. I was being singled out - as I was the only person there. I've flown DJ previously in PE, and haven't had an experience like this. If there were a number of people there, then sure, look to ensure people are steered into the correct queue - if it is that frequent an issue, perhaps even station someone at the signs, checking boarding passes.

But in my case, it couldn't possibly make any difference which queue I came down (no-one in front, no-one behind, empty gate), so by guessing that I wasn't premium, it was a little embarrassing (to the extent that I nearly switched queue just to keep her happy)

Far more polite to wait for me to arrive at the scanner, and point me in the right direction (if required). While being addressed in this manner may not bother you, in the circumstance that I was in (the only person there), it made me feel awkward. Surely not the goal for Virgin for a premium passenger.

 

[indigo1]

I'm young(ish) and dress quite casually and I had the same experience boarding at BNE. It does give you satisfaction handing over the BP when you are entitled, but it isn't a good look for the airline. Should never judge a book by its cover.

 

[N860CR]

It can happen anywhere and needs to be treated with a level of sensitivity by the staff (airline ground staff are often lacking!)

I had the same at QF again in BNE. walked to the domestic service line for an intl connection checkin. Line guard asks if i'm travelling overseas and let's me past, but as I turn left to the business line she screams "no, stop stop you need to go straight ahead". She then see's my gold tag and says "oh, you're gold" (no apology). I may have added "yes, and I'm in business" just to prove the point!

My point is, if the airlines use these que systems they need a way to enforce it without assuming everyone is in the wrong. A question is better than a statement. "Are you a priority passenger sir? Great, walk this way".

 

[djfuzz]

My point is, if the airlines use these que systems they need a way to enforce it without assuming everyone is in the wrong. A question is better than a statement. "Are you a priority passenger sir? Great, walk this way".

This. We can't complain on the one hand about a lack or priority boarding and then take umbrage when ground staff try to enforce it. No one likes being singled out, and it should go without saying that staff should try to be sensitive and professional about not prejudging customers, but as 777 said, paying some attention to enforcing the queue is better than none at all. At the end of the day, in this case she made it clear there were two queues, you showed her your eligibility to be in the priority queue, and she let you past - as it should be.

I understand that it's strange to do this when you're amongst the last to board - once final call has been made and the queues are pretty much clear, this probably shouldn't matter (and that goes both ways - for staff and pax). I've arrived at the last minute several times to board JQi flights in both Starclass and economy, and the queue has pretty much gone out the window as there's pretty much no one left. Having said that, I don't think I would really care whether I was directed down the empty standard queue or the empty priority queue - you'd still be served at the same time, so no real loss.

 

[TheInsider]

My point is, if the airlines use these que systems they need a way to enforce it without assuming everyone is in the wrong. A question is better than a statement. "Are you a priority passenger sir? Great, walk this way".

There have been many situations where staff have been enforcing a queue system for a while now with the QF security system and have been consistantly abused by WP's, SG's and business customers because they don't think they have to show that they are entitled to use that queue.
I know for a fact during the peak periods there are always staff tasked to do that job, but don't turn up any more due to the **** they cop from customers for just asking to see a card or their boarding pass.

Then you get people showing their 10 year old platnium/gold swing bag tags, or even q-tag, saying that this should be enough proof. Well no, showing a q-tag or old swing tag does not prove that you are entitled to use that queue or even a SG/WP for that matter.

 

[JohnPhelan]

A question is better than a statement. "Are you a priority passenger sir? Great, walk this way".

Ah, no - the question needs to be much more specific. Everyone will answer yes to that question.

The question needs to be: "Are you travelling in Business or are you a Platinum or Gold frequent flyer?"

And ask to see their FF card or itinerary (or boarding pass if after check-in).

But I agree that it's no good for us to complain that priority boarding is not policed - and then complain when they do police it!

 

[Stuser]

It can happen anywhere and needs to be treated with a level of sensitivity by the staff (airline ground staff are often lacking!)

I had the same at QF again in BNE. walked to the domestic service line for an intl connection checkin. Line guard asks if i'm travelling overseas and let's me past, but as I turn left to the business line she screams "no, stop stop you need to go straight ahead". She then see's my gold tag and says "oh, you're gold" (no apology). I may have added "yes, and I'm in business" just to prove the point!

My point is, if the airlines use these que systems they need a way to enforce it without assuming everyone is in the wrong. A question is better than a statement. "Are you a priority passenger sir? Great, walk this way".

The trick is you have to walk like you own the place....

 

[oz_mark]

I know for a fact during the peak periods there are always staff tasked to do that job, but don't turn up any more due to the **** they cop from customers for just asking to see a card or their boarding pass.

A couple of denied boardings would sort that out :shock::mrgreen:

 

[TheInsider]

A couple of denied boardings would sort that out :shock::mrgreen:

If the staff in the red ties could actually be bothered dealing with it.
OT: There has been situation where passengers have thrown things at staff (never under NGCI always happened under the old check-in syste,) and call them every name under the sun, but they still get onloaded on to the flight with no futhur action, because it's the staff members word against the passenger and the co-ordinator is either too lazy or incompetent to do something (not all but one or two!).

On the other hand, there have been situations where the co-ordinator makes the passenger apologise to the staff member before they get to board!

 

[Stuser]

On the other hand, there have been situations where the co-ordinator makes the passenger apologise to the staff member before they get to board!

That would be good to see....

 

[Timba-Jet]

Perhaps in Greenfish situation, more sensitivity could of been shown, but would choose overly strong priority enforcement then weak or too hard basket / couldn't bd bothered approach.

The Sydney T3 priority security is not enforced at all in my experience. If staffed, the agent does no active checking. Often I go to the normal lane as it seems shorter, but then get stuck behind slower inexperienced folks.

 

[777]

The trick is you have to walk like you own the place....

Or just look at them and nod when they say it's the priority line. Usually works for me.