WASHINGTON — American Airlines is expanding the use of technology that aims to cut down on passengers who try to jump the line during the boarding process.
The move comes just in time for the holiday travel season, when a record number of people are expected in U.S. airports around Thanksgiving.
The new technology, which is being launched at more than 100 airports, alerts gate agents with an audible two-tone chime if a passenger tried to scan a ticket ahead of their assigned group. The airline's boarding process includes nine different groups from ConciergeKey members to Basic Economy.
American Airlines said it had a successful trial of the technology over the last month at Albuquerque International Sunport Airport in New Mexico, Tucson International Airport in Arizona, and Ronald Reagan Washington National Airport in Crystal City, Virginia.
It'll now support the boarding process at more than 100 of its spoke airports including Austin-Bergstrom International Airport (AUS) and Hartsfield-Jackson Atlanta International Airport (ATL) over the holiday season.
The airline said Wednesday that in the coming months it'll further expand the technology to hubs and other airports.
If a customer tries to board too early, American Airlines said that a gate agent politely lets the customer know they’re unable to accept the pass and asks the customer to rejoin the line when their boarding group is called. In some instances where a customer may be able to board out of order, like when traveling with a companion of higher status, the agent has a quick way to override the alert and accept the pass, American Airlines said in the statement.
“The initial positive response from customers and team members has exceeded our expectations, so we are thrilled to leverage this technology to deliver for them ahead of the Thanksgiving holiday,” Julie Rath, American’s Senior Vice President of Airport Operations, Reservations and Service Recovery, said.
The Associated Press contributed to this report.
