"What makes you think YOU'RE allowed to board?" - Shocking priority boarding experience

[serfty]

Of course! TKWYA!

Did you get the W treatment on board tho?

Had to show my BP at the aircraft door.

All PAX were asked to use facial recognition.

 

[RooFlyer]

Last November i boarded a Qantas Flight at LAX TBIT using facial recognition

Wonder what the reference database was? In this situation, I'm guessing US immigration via either direct photography if entry via a manual immigration officer, or your saved passport photo when scanned on entry (would be a bit crummy, you'd think). Other?

If so, the airline is using a USA identification database for its operations. I guess they could manage it such that it is the airport (US Govt) using its own database and supplying a 'service' to the airline.

Any other info on how it works at, say LAX?

 

[justinbrett]

Wonder what the reference database was? In this situation, I'm guessing US immigration via either direct photography if entry via a manual immigration officer, or your saved passport photo when scanned on entry (would be a bit crummy, you'd think). Other?

If so, the airline is using a USA identification database for its operations. I guess they could manage it such that it is the airport (US Govt) using its own database and supplying a 'service' to the airline.

Any other info on how it works at, say LAX?

Explained here - but basically it’s supported by CBP - so your statement is pretty much bang on.

Here’s how it works: After the passenger approaches the self-boarding e-gate, a biometric enabled camera ergonomically integrated in the e-gate captures the passenger’s facial image. The image is securely sent to the CBP TVS (Traveler Verification Service), which conducts a matching process with the stored digital facial token, captured at the initial immigration process. Within a few seconds, the system reconciles the passenger and their flight, recognises the passenger as eligible to enter that flight, and opens the e-gate door.

Finnair deploys biometric boarding at LAX

Finnair has launched facial recognition biometric boarding at Los Angeles International Airport to deliver a faster boarding process to passengers.

www.futuretravelexperience.com

 

[RooFlyer]

Thanks. This bit

The biometric self-boarding solution has been running since 2017 in the scope of the US Biometric Exit trial programme, following a partnership between Vision-Box, Los Angeles World Airports Authority (LAWA) and U.S. Customs and Border Protection (CBP).

... alludes to something I was going to note above. This seems not so much a biometric airplane boarding system as a US CBP departure emigration system.

 

[serfty]

... alludes to something I was going to note above. This seems not so much a biometric airplane boarding system as a US CBP departure emigration sysystem.

Note that for at least a decade and likely much more, PAX have not been able to check in to depart the USA unless the operating airline's systems have functioning links with those of the CBP.

 

[Phoenix-1]

It is about how the customer service person's potential experiences with people, who are NOT the OP, might have clouded their judgment.

Not really sure I follow. She had a bad day therefore we should excuse her racism? Or that she's had "experience" with other non-white people therefore her assumptions about OP are somehow understandable?

 

[The-Aviator]

An update for those who have been following along. Virgin got back to my complaint after just over a week, which to be honest was faster than I was expecting.

My key asks were for an apology, a confirmation on whether my treatment was in / out of line with their standing procedures and above all, mandatory training for the staff member involved with potential to expand to other team members if necessary. Virgin have provided all three.

On the training side, the issue has been escalated to the Airport Operations management team who have discussed with the staff member involved and committed to further training and coaching to avoid a repeat. I reiterated to them that this is the most important part; they agreed with me and said it is beneficial for both staff and guests that the training is completed so that future interactions are remembered for the right reasons.

Although it was not one of my asks they also offered a travel credit or Velocity points in recognition of the poor experience. I accepted the points, hopefully having to pay some compensation helps ensure this gets on the radar of the appropriate people.

From the outset my hope was that VA would take my comments seriously and that steps would be taken to prevent such issues from reoccurring, either with me or another passenger. I recognise one bad staff member is not necessarily representative of the airline and I think they have done the best that they can here.

So all closed out from my side and hopefully we don't see another thread like this pop up again!

 

[VPS]

It's sad you had that experience but I'm glad they resolved it to your satisfaction. There are so many notices around at the moment about treating the staff politely but it's a two way street.

 

[ferntree]

I'm so pleased that you got a satisfactory outcomes. What seems to me especially encouraging is that the company seem to be generally concerned, and to ensure something similar doesn't happen again.

 

[tdimdad]

...further training and coaching to avoid a repeat. I reiterated to them that this is the most important part; they agreed with me and said it is beneficial for both staff and guests that the training is completed so that future interactions are remembered for the right reasons.

If this "remembered for the right reasons" is genuine from them, it is by far the best part of this. Regardless of your background or current situation, the staff being skilled and aware enough to treat everyone in a good and equitable way is the best thing they can do within the realms of their roles. What more can you ask from the human side in interactions you have with them. I'm glad you got a proper response from them.