Qantas to introduce US-style boarding groups on domestic flights

Let’s hope that this will fix the shambles that is the current boarding process. 

The gate agents need to be educated on the priority list and actually enforce it. 

No point having priority boarding when they let the masses in at the same time!

Seems Qantas management haven’t worked out that in order for “premium” boarding to work it requires staff to manage it. People simply don’t listen or adhere to the announcements and with often only one person checking boarding passes on a 737 it’s never really going to work. Do managers at Qantas not know this?

Qantas domestic boarding is a shambles.  Premium boarding is often no quicker than regular boarding and cabin luggage restrictions aren't enforced.  VA and JQ manage it all far better particularly as they are also more likely to be boarding through rear doors as well which QF only does sporadically.

 Reading the headline, I thought I was going to read that they were going to add Military and Veterans boarding to the sequence as well.

Is boarding by groups or zones a good idea? Absolutely, especially boarding those middle and then front & back economy cabins in order. But the key to making this work is organisation and enforcement. The gate and seating and queuing order have to be well organised so everyone know where they should be, and then Qantas needs to vigorously enforce the actual boarding process. This is going to require more Qantas staff at the gates and they are also going to have to be tougher on checking every boarding pass and turning away people who are not in the right group.

Also I think when they open boarding with the priority lane it should first be for business class, CL and P1s, then Platinums, then Golds, in that order. No reason this can't be done and enforced, and it gets everyone at the gate used to the idea that they will be boarded in groups.

Fellow QF regulars will be familiar with the current 'two group' system of boarding: premiums first (or whenever they please), and everybody else second. It's neat and simple, and workable. But hardly enforced.  We see the resulting boarding shambles every day, at every port. Now QF wants to implement a more complicated system with not two, not three, but five(!) groups...good luck! I'm reminded of that proverbial baby who wants to sprint like Usain Bolt but can't even cope with crawling yet.

Yes agree with most of these comments, it's going to be a tall order for the Cabin Crew to enforce this as they seem to be the ones that come up to the gate now to assist with the boarding - it's part of their job.

Any friction at the gate will then filter down onto the aircraft which will be very uncomfortable for the cabin crew once those passengers are onboard.

The solution will be to have more gate staff - are Qantas really going to employ (pay) more people to do this ....?

Anything is better than the Qantas boarding zoo.

Qantas do need to sort out their premium boarding, but Virgin does it just fine without groups for everybody else. Just needs a bit of enforcement.

I really do dislike travelling in the US where you have like 5 different types of priority groups (Veterans, Credit Card Holders, People who gate checked their bag, people travelling with emotional support turkeys….) before you even get to group 1. It just feels over the top.

What a stupid crazy idea. This idea in North America and Europe is confusing, especially for foreign travellers. Ok ok say we may get used to it and foreign travellers maybe in the minimum.. etc... But seriously if they can't organise to keep the relatively simple system working now how on earth are they going to organize something more complicated. From all my experience overseas, I've always thought it was messy. Everyone crowds around the gate waiting to run for it when their group is called and you need to negotiate this crowd of no lines if you're in an earlier group. And then you struggle to either hear or understand what is being called by gate staff. Sorry I'm not buying it....

Hi

All this seems good....I wonder who is going to enforce it ?

Next who is going to police the overhead locker spaces......last in usually has no alotted space left.

Hope it works so the flight leaves on time.....after all this is QANTAS.

What a waste of time, it will never be enforced, until they have extra staff at the gate to screen people before they get to the scanners passengers will just walk on whenever they want, like they do now. 

Pre COVID-19, when QF runs largely on time, the boarding time is 25 min before departure for domestic, while VA is 30 mins despite the fact VA are more likely to use both front and back door for boarding. The few times I end up flying VA, it always seems that quite a few are still boarding up to the flight time (hence I don’t think they ever left on time although often the VA seemed to make up time delay during the flight time, arriving not so late at the destination); I often attributed it to the excursion fare pax who fly irregularly, higher numbers in the VA crowd on certain non peak routes, although they would most likely be JQ target clientele. 

Not sure nowadays how often VA planes are boarding and disembarking by both front and rear doors, clearly this zone boarding doesn’t work so well if they do, but those planes which allows boarding by airbridge in the front door probably the main reason for zone boarding, but it would argue it just takes a few inexperienced travellers with little  etiquette and lacking mindfulness to hold up the aisles, be it QF or VA or even JQ flights, so really zone boarding only works to a certain point, as long as the gate crew police the boarding queue properly 

Nice change.

For gate agents, the group system (or zone system) will be much easier for them to check and enforce. The only thing they need to check will be the group number (or zone number). Anyone who can understand the number 1 to 5 (or zone A to B) can enforce it.  

Current 2 group system (priority and non-priority), the gate agents have to check the cabin class, then QFF status, then one world status, then any other partner airline status (eg QF/EK). It is not easy for someone without solid experience and extensive training.

Few years ago, I flew with LATAM when they were still under one world alliance. I was in the priority lane, and the passenger before me was in economy class but with platinum status. The gate agent got confused for a second, and nearly told that passenger to move the general boarding lane.

For passengers, it will be much easier for them to understand and comply as well. They only need to look at the group number (or zone number) rather than figuring out which cabin class or which frequent flyer tier is eligible for priority boarding.

I live in Europe and it does work when used here. That said, there are always some who don't understand due to language or lack of awareness but it's usually the minority. Nothing more embarrassing than being turned away because your group hasn't been called yet. 

As others have already said, it needs a clear explanation over the PA before boarding begins and then staff to enforce it. Does QF still use cabin crew to process boarding as well? 

No!  No!  No!!  We've just moved to the US from Australia and boarding here is HORRIBLE!  It takes soooo long and as mentioned by someone above, there are about 17 categories which is totally ridiculous.  In Australia and NZ it's simple.  Qantas don't need categories.  They could board the plane by row numbers as happens on some international flights.  Imagine that!  Starting at the back and premium/priority board when they want, families with small children etc.

We have found the whole air travel experience in the US (not even on budget airlines) so far to be terrible and the boarding process is just the start.  It makes me not want to fly here if I can avoid it.

It works at some gates in the UK and EU where there are separate (but shorter) lanes for each group. So people can line up if they want, but boarding is still done by group. 

no just no.

Key line and where it soooo often falls apart: the system works well when it’s properly managed and policed at the gate.

Management is they key, as it is now, but with 160 people waiting for a gate agent it is often just easier to let one or two through, which becomes 30...

Anyone with restricted mobility that can't (or won't) use the stairs have to go through the front door anyway, regardless of where they sit, so they often try and go against the flow which make the whole thing a disaster regardless. Stereotyping but most of those people are not frequent flyers and often end up down the back

Finally! Qantas'dogs'breakfast boarding  After years of United zoned boarding as Premier 1k and American Air Flagship First transcon SFO-JFK vv I've abhored boarding Qantas flights, flying business.  Now lets see if they actually enforce it - AA and UA are ULTRA-strict and they work it well  nQF with its useless Eco and Biz lanes - so you end up smashed, bumped etc when in a Business aisle seat

Air Canada uses five boarding groups (occasionally six), with your zone number printed HUGE on your boarding card. An announcement is made at least once before every flight that boarding will be by zone numbers, so please look at your VC to see what zone you are in now. {There is no rear-stair boarding on AC.) First to board is wheelchairs and "those who need a little extra time to board: think very elderly/crutches), and this is only rarely abused. Then Zone 1: J and SuperElites (P1-equivalent). Zone 2 is Plat/Gold, and PY passengers where PY is offered (I think also full-fare Y). Usually then it's families with children under 6. Zone 3 is window seats all the way along the aircraft; Zone 4 is middle seats, Zone 5 is aisle seats. A couple travelling together may be e.g. 1 x Zone 3 and 1 x Zone 4, in which case they can both board when Zone 3 is called. Boarding starts 35 or 40 mins before departure time, and everyone is on board *well* before departure time - notwitshtanding the usual delays for not enough room for carry-on. There is no confusion about any of this as the zone number, as mentioned, is written huge on your boarding card, and people only rarely try abusing the system.

It works. The gate agents in other countries just ensure that you don't board if your zone is not called. Everyone gets used to it. Funnily enough the "shambles" that seems to upset some commenting also works pretty well as the plane still gets off on time.

Travelling on Virgin has me spoiled for the last 20 years, Front and back entrance is a massive positive on speed Boarding.  Just have to stop travellers to take everything with them including the Kitchen sink on Board. 1 Bag x 5-7 kg  is more than tolerant.

As the above comment points out there is another group which overseas generally gets priority boarding but in Australia never and that’s people with kids or special needs.  Let’s not do the Military priority thing though.

So, if they are boarding the middle of the plane first, then the very front (economy) and very back, who’s policing the filling of front / back overheard lockers?

We all know that there are many economy passengers that just see and empty locker and fill it with their “should be in checked luggage” bag. 

Sure! Having priority boarding is an answer, but if someone doesn’t and they are in rows 4 onwards, how do they secure a locker? 

The boarding pass readers should decline anyone who is not yet eligble to board.  But that requires an extra business process, which QF has shown little ability to yet implement

My recent experience on domestic flights in the US witnessed crowding at the gate and no order even though passengers had zones. The poor people in the final zone called were told there was no space left in the overhead bins and advised to check in carry on luggage. Thank goodness I have priority boarding.

Let's face it, overhead lockers is the issue here. The plane is not going to leave without you and everyone arrives at the same time.  I could never understand the race to board until I couldn't find anywhere to place my carryon baggage.  We are all paying travellers regardless of status and should be treated equally.  It would be a bit like private patients receiving special treatment in a public hospital.

Don’t have a problem with this as long as they enforce where people put their carry on baggage. I’ve seen too often people get onboard and put their bags in the first few rows of economy overhead bins then proceed to the back of the plane. The crew need to enforce passengers to use the space in their seating area. When they hog the front bins when they are not sitting their, they make it difficult for those seated in those rows for their bags.

Two suggestions

1.  Agreed (Tony Boyd) that P/P1 should board before Gold before Silver etc. Perhaps they split the premium boarding lanes (a) Biz, Pi, P and (b) Gold/Silver.  As, say, a P you may also feel you get more "bang for your buck" and Qantas acknowledges yr importance to them !!

2.  I've experienced US boarding where you are Grouped but also numbered. GroupA-1 etc. At the gate the Group lanes are set up with signs, say GrpA 1-19, 20-39 etc. You line up according to your Grp and number. No pushing or shoving. The earlier you check in, the lower the number ! Works quite well.

It's always seemed to me that boarding in North America takes longer than here.  Maybe that's because they seem to be able to take full size bags onto the plane?  I've liked the simplicity we have, and as mentioned many times already, if the crew just enforced the carry on and and priority boarding process then it would be faster.  

Its been a while since I flew Qantas, but as I recall, they have been doing this for years anyway. Once they get to the economy passengers, they just call rows 40-50 boarding now, rows 30-40 boarding now, rows 15-30 boarding now, everyone else can board now.

And of course there are always those who ignore the calls and board as if they have priority, but one the first/business class are finished, they don't really check anyway.

I'm looking forward to the dual aerobridges that will be needed for this.

You can already see this failing.  Where is the group for the "entitled" people?  They don't have to follow other people's silly rules, they make their own rules.  Then there is the DYKWIA group.  Do they get a guernsey as well?  And what about the "influencers"?  Can't forget them.  

Looks like we are all pretty much agreed that this is NOT going to work any better than the current system.  Everyone thinks they have a reason for wanting to get on board that plane first.  Whether it is a valid reason is another matter entirely.

Simple, let people with no carry-on luggage board in the first group so they don’t get stuck waiting in the aisle while those who brought giant rollaboards try to jostle them in to the overhead bins.

Think all the comments on overhead locker space are right on the money, until airlines police those misusing them there will always be a rush to get on the plane regardless of the boarding system, including myself.

As a Platinum FF for over 20 years and a LT Gold for the last few years, I absolutely think that priority should mean just that (my goodness me, we have certainly added to the profits for a long time) - We all see people pushing-in when boarding is called and then see the same people filling-up the front overhead bins and watch them saunter down the back with no challenge or recourse - How do you stop it? Not sure that you can (in-fact, I don't think that you can).

You could actually have the 'rules' enforced and give the 'new' system a go (the current one is pretty broken). Enforce the baggage allowance (I am so fed-up/over of seeing people board with three/four bags and the ubiquitous cartoon of Krispy Creme Doughnuts; with absolutely no challenge from the gate staff or the cabin crew). Colour code labels for 'cabin baggage' could be considered and when someone deliberately misuses the business class lockers, take the bag and put it down a chute and into the hold!

Or, if all else fails, do what I do - I take a very small clutch bag on board (no need for overhead bin space), board last (after the scrum) and settle into your seat with a nice glass of wine and don the Bose headphones! 

Airlines need to treat priorty boarding like all other products and add ons.

They definitely wouldn't tolerate people randomly sitting in business or extra legroom seats if they hadn't booked it.

Maybe they need to introduce the electronic lanes like some European airports that are similar to train stations.

You scan your pass and it wont let you through, or as some EU ones do....let out a shreeking alarm.

Until they fix it, they should stop advertising it as a perk.

JASON

Having used the US style on Finnair at Rovaniemi like everything else its good and bad. Passengers still surround the gates thinking #4 will be called before #3, but they use turnstyles and you scan your boarding card so no queue jumping. A problem we encountered though was as a family of 4 we went through the turnstyles when #1 was called and our youngest for some reason had #2 so he got refused, of course they manually let the 6 year old through but unsure why he had a higher number. 

For this to work, given the understaffing at the gates, the pass reading machine at the gate must be programmed NOT to allow those not yet called to pass … and they need to be ordered to the back of the queue. 

unfortunately when 90% of an aircraft is entitled to premium boarding on mel-syd....there is no fix apart from restricting it further. Also....cabin crew boarding at the gate aren't going to argue with you, when they have to put up with the grumpy shite and arrogant person that is giving them issues or another 2-4hrs. get them on, get them off i'm sure is the mentality. everyone gets to the destination at the same time. 

I can see the benefit of boarding middle of the aircraft back for efficiency of queuing, but unfortunately, that now takes away locker space from the people in row 3 if they utilise the lounge and get to the aircraft later than others. i can see some of us platinums getting angry and abusive over locker space in the middle of the aircraft, landing into a port where they wont be exiting via the back stairs but the bag is now even further back than normal. 

there is no solution that makes everyone happy and now that doug parker has joined, HA! I can see 22 boarding zones and a process that is get on, get off  get even more complicated.  Qantas is so premium heavy with its pax that boarding....should just be bloody boarding. 

Had this set up on a Singapore airlines last week to Bangkok, seemed to work ok. You still however get those numptys who have no idea or think ques don't apply to them.

Didn't realize Qantas had the general ability to board via rear door - thought that only applied to planes with boarding from the tarmac. Two door boarding already makes things easier, as does boarding by row number.

Agree management is the key.....to begin with the staff will need to speak slowly and clearly on a PA system that can be heard, their announcement needs to demand attention...no just fly through a script that is not articulated clearly. There are a great number of PAX that don't fly often. 

The gate structure needs serious sorting out, imagine trying this at gate 11 in Sydney. Also a concern that BNE is a trial site as their premium boarding is almost always a shambles. Non premium in lane never turned away. 

A colleague just had a thought which surely must warrant consideration  ... if cabin baggage is often the culprit how about allowing people with only 1 bag to board first. Would be interesting to see how that would work ... perhaps expand it to a priority security lane too for people with 1 bag only for airports that don't have the new security machines 

Ugh, so having taken care/expense to arrange to sit near the front, will now be allowed on last to find the overhead lockers already purloined by group 3 on their way past? Now that travesty of misbehaviour would be a thing to put some effort into managing.

Carry on baggage limits must be enforced.

I recently flew Qantas Sydney to Brisbane, the 1205 dep was cancelled, I was booked on the 1305 and that was cancelled.. all were shifted to the 1405 and 1505.. I was on the 1405.. it arrived late but the ground crew were waiting and moved quickly. Boarding started @ 1415 and for a while things moved slowly but steadily.. all  were told that it was a full flight and to check in their second bags... all were on board by 1435.. then one couple came to the front and complained that there was no room for their 3 bags.. told that they would have to be checked in produced a wail about missing baggage.. the cabin manager told them to watch their bags being loaded.. then that repeated by another couple.. we eventually got away by 1510. They effectively delayed things by 35 mins with their attitude.

By the way I was in business and sitting next to me was the pilot who was supposed to be flying the 1305.. those flights were cancelled due to air traffic control in Brisbane (a staffing issue).