Crackdown on ‘gatebugs’ expands to over 100 airports as US airline targets pushy passengers for Thanksgiving

On By Littum

American Airlines has announced it is expanding its new technology to control “gate bugs” — eager passengers itching to line up at the gate before being called to board a flight.

More than 100 airports across the U.S. will now use the boarding technology during the busy Thanksgiving and Christmas travel periods following successful trials in Albuquerque, Washington and Tucson last month.

The new software won’t accept passengers’ boarding passes until their group number is dialed, and it will make an audible sound to alert gate agents that they’ve broken boarding protocol.

A message will also be displayed on the screen to airline staff, who can then instruct cutting-in customers to stand aside until their group is called on board.

For customers traveling with a companion in a previous boarding group, the gate agent may override the warning and accept the pass to continue boarding.

Feedback from the trials showed that the new platform also helped speed up the boarding process and predict the arrival time of incoming flight connections, American Airlines said.

Air hubs including Austin-Bergstrom International and Hartsfield-Jackson Atlanta International are among airports rolling out the boarding system to reduce queue jumping at the gate.

Airline boarding priority groups are assigned based on several factors, including ticket purchase and AAdvantage status.

Julie Rath, American’s senior vice president of airport operations, said, “We’ve heard from our customers that the ability to board with their assigned group is important to them because it’s a benefit associated with their AAdvantage status or ticket purchase.

“The initial positive response from customers and team members has exceeded our expectations, so we’re excited to leverage this technology to deliver for them ahead of the Thanksgiving holiday.”

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