American Airlines Busts Travellers Who Cut the Boarding Line

TUCSON, Ariz.—Passengers in Boarding Group 1 were filing onto American Airlines Flight 2721 to Dallas Friday when an ominous sound went off at Gate B11: dip-dip-dip-DOOP. The gate agent delivered the bad news. The passenger was in Group 4. She asked him to wait his turn.

The same sound—the last-gasp sound from AirPods running out of juice, or sad “Game Over” music for an old videogame—went off minutes later. Dip-dip-dip-DOOP.

“You’ll be boarding with Group 5, sir,” the agent said. Five more passengers were turned back before Group 2 was called.

American Airlines is cracking down on line jumpers. All major U.S. airlines do their best to maintain boarding order since priority boarding is a perk for frequent fliers , credit-card holders and big spenders, and is often available for purchase. But American is the first to develop an automated system that instantly flags offenders.

The airline is experimenting at gates in Tucson, Albuquerque, N.M., and Washington, D.C., as part of a broader upgrade to American’s boarding technology. The airline has tested the alerts on more than 4,500 flights this month and will expand to several more cities this year, with an eye to taking it systemwide if no major issues, such as slower boarding, arise at larger airports. The airline says early feedback from fliers and gate agents has been encouraging.

The idea for automated policing grew out of complaints from travellers fed up with line jumpers and the employees who feel their wrath. In particular, top-tier frequent fliers gripe about too many passengers in the first boarding group, says Preston Peterson, American’s managing director of customer experience.

Group 1 is reserved for travellers in first class, certain business-class tickets and American’s executive platinum status. Active duty military members with military I.D. are also allowed. Groups 2 and 3 are similarly elite.

“They’ve earned that [priority] boarding group and they want access to it,” Peterson says.

The biggest perks, of course: plenty of overhead bin space and no worries about the dreaded threat of gate-checking your bag.

A clear difference

The new system promises smoother boarding for passengers and gate agents. I flew to Tucson International Airport to try it out. I put the airline’s traditional boarding to the test at my departure gate in Phoenix. Could I slither into an earlier boarding group? I was in Group 4 but breezed right through with Group 2.

Gate agents tell me it’s hard to monitor passengers’ group numbers manually, big plane or small, especially with boarding-pass readers where travellers plunk their phones face down.

American isn’t telling passengers about the test before their flights, and that’s on purpose. It doesn’t want them to change their behaviour simply because they’re being watched.

Chad Vossen, a 46-year-old chief creative officer for a video-marketing company in Virginia, knew nothing of the test until he and a colleague tried to board in Group 6 instead of Group 8 for a flight to Phoenix. They had done it on other American flights and others, in hopes of avoiding gate-checking their camera equipment.

His first thought when the dip-dip-dip-DOOP went off: “Wow, that doesn’t sound good.”

Vossen says it triggered the sounds losers hear on “Hollywood Squares” or “ The Price is Right .” (American says the sound effects are generic videogame clips and is still testing different sounds.)

He stepped out of line and laughed about getting caught. Vossen says he sees the change mainly as a way to get travellers to pay up for priority boarding. He’s unlikely to pay, but says he will probably finally sign up for American’s loyalty program. Members get complimentary Group 6 boarding regardless of status. That’s one group ahead of regular Main Cabin customers without status.

Peterson, the American customer-experience executive, believes most passengers aren’t out to game the system.

“I think most people just see a line and go, ‘Oh, we’re boarding,’” he says.

Toot toot, hey, beep beep

About one in 10 passengers on American’s test flights have boarded out of order, the airline says. Not all want to cheat the system. Some are travel companions of those with better boarding positions. American’s policy allows them to board together if they’re on the same reservation but didn’t assign the same boarding group. (The alert still goes off, but the agent can easily override it.) And the airline says its system doesn’t flag pre-boarders, like those with wheelchairs.

Exceptions excluded, I counted as many as seven passengers on one flight boarding in the wrong group; on another, it was zero. That math no doubt changes at a busy hub like Chicago or Dallas. So does the potential for tension.

The passengers I saw seemed to take the ejection in stride, moving aside and waiting for their group. One even apologised to the gate agent.

The test is already having an impact beyond the walk of shame. Peterson says the airline has noticed some passengers jumping out of line after seeing fellow fliers turned away. He says he witnessed the same thing at a non-U.S. airline that began policing boarding groups.

Peterson’s ultimate goal: zero boarding group alerts. “I don’t want anyone to be dinged,” he says.

For now, passengers should expect a cacophony at American gates employing the new tech. Not all alerts will send you to the back of the line. Hear a slot-machine-like sound when you scan your boarding pass? You’re probably seated in an exit row.

Even if you get the dreaded you’re-in-the wrong-boarding-group alert, it could be a mistake. A passenger in Group 8 was taken aback Friday afternoon when it sounded on her flight to Phoenix.

“That did not sound good at all,” she said to the flight attendant.

“You failed at ‘Pac-Man,’” the agent joked.

She was in the right place. The agent hadn’t yet flipped the switch in the app to her group.

In our 20s, my new husband and I took a year off from our fledgling careers to travel in Southeast Asia. Equipped with paper maps, we began in China and improvised each day’s “itinerary” on the go. A gap year for grown-ups, I called it, although I scarcely qualified as one.

Nearly 40 years later, we are new retirees with the same wanderlust. We wondered: Could we recapture the thrill of winging it, enduring rough roads and cheap hotels?

We could and did, but for 2½ months instead of 12. We mapped out a route that would take us up Africa’s east coast and then—who knows where? Here’s how we rolled and five important lessons we learned on a 6,000-mile trip.

Kenya: Live large by day

Our first stop was the tiny, car-free island of Lamu, well-known for its high-profile visitors, from Kate Moss to the Obamas. This low-key getaway offered white-sand beaches, dhows — boats you can rent for day cruises and snorkelling — and lots of donkeys, the main mode of transport.

We considered the beachside Peponi Hotel in Shela, a hot spot since the 1960s (Mick Jagger bunked there). But room rates start at $250, far above our per-night budget of $70 or less. When contemplating almost 100 nights of travel, price matters.

So we chose a villa in the dunes called Amani Lamu, $61 per night for an en suite room with a private terrace and shared plunge pool.

We still had a cool Peponi moment come sunset: On the hotel’s whitewashed veranda, we sipped Pepotinis and plotted our next day’s interlude at the Majlis, Lamu’s fanciest resort (from $580).
With a $20 day pass, we could lounge around its pools and beach bars like proper resort habitués.

Lesson learned: Live like billionaires by day and frugal backpackers by night.
Must-go: Across the bay on Manda Island, bunk a night in a thatched-roof bungalow on stilts at Nyla’s Guest House and Kitchen (from $48 with breakfast).
After a dinner of doro wat, a spicy Ethiopian chicken stew and rice, the sound of waves will lull you asleep.

Egypt: Ask. Politely.

From Lamu, we flew to Aswan in Egypt. Our “plan”: Cruise down the Nile to Luxor, then take a train to Cairo, and venture to Giza’s pyramids.

Turns out it’s the kind of thing one really should book in advance. But at our Aswan hostel, the proprietor, who treated us like guests deserving white-glove service, secured a felucca, a vessel manned by a navigator and captain-cum-cook. Since we’d booked fewer than 24 hours in advance and there were no other takers, we were its sole passengers for the three-day trip.

One day, we stopped to tour ancient temples and visit a bustling camel fair, but otherwise, we remained on board watching the sunbaked desert slide by. We slept on futons on the deck under the stars. The cost: about $100 per night per person, including three meals.

Lesson learned: Ask for help. We found Egyptians kind and unfazed by our haplessness, especially when we greeted them respectfully with assalamu alaikum (“Peace to you”).
Must-go: For buys from carpets to kebabs, don’t miss Cairo’s massive Khan el-Khalili bazaar, in business since 1382. We loved the babouche, cute leather slippers, but resisted as our packs were full.

Turkey: Heed weather reports

Next stop Tunisia, via a cheap flight on EgyptAir. We loved Tunisia, but left after six days because the weather got chilly.

Fair enough, it was January. We hopped continents by plane and landed in Istanbul, where it snowed. Fortunately, two of Istanbul’s main pleasures involve hot water. We indulged in daily hammams, or Turkish baths, ranging from $30 to $60 for services that included, variously, a massage, a scrub-down and a soak.

Beneath soaring ceilings at the temple-like Kılıç Ali Paşa Halamı, brisk workers sternly wielded linen sacks to dowse my body in a cloud of hot foam.
In between visits to Ottoman-era mosques and the city’s spice markets, we staved off the chill by drinking fruity pomegranate tea and sampling Turkish delight and baklava at tea salons.

A favourite salon: Sekerci Cafer Erol in Kadıköy, a ferry-ride away on the “Asian” side of Istanbul, where the city adjoins Asia.

Lesson learned: Pay attention to the weather gods. We foolishly took the concept of travelling off-season too far.
Must-go: Don’t miss the Istanbul Modern, the Renzo Piano-designed art museum in the historic Beyoğlu district.

Cambodia: Chill out

After a long flight from Istanbul, we spent two weeks in Laos and then hopped another plane to Cambodia, specifically Koh Rong Sanloem, another car-free island.

Like vagabonds, we lolled by the warm, super-blue water of Sunset Beach, steps from our bungalow at Sleeping Trees (from $54 per night).
A caveat: You have to sweat to get to this island paradise. We took a bus, a ferry and then hiked for 40 minutes up and down a steep hill and through a jungle. You’ll find only a handful of “resorts”—simple bungalow complexes like ours. There’s nothing much to do. I’ll be back.

Lesson learned: Until our week in Cambodia, we’d been travelling too much and too fast, prioritising exploration over relaxation. This island taught us the pleasures of stasis.
Must-go: Spend one day in Cambodia’s capital city, Phnom Penh, to delve into its sobering history. Tour the Choeung Ek Genocidal Centre, site of a Killing Field, where nearly 9,000 Cambodians died.

Thailand: Be a frugal hedonist

We spent our last two weeks on the island of Ko Samui, where season three of “The White Lotus” was shot.

We went there for its astounding beauty, not the luxury resort experience that comes with too many boisterous lads on vacation, snake farms and traffic jams in town.

Truth be told, we flouted our budget rules to book an Airbnb with a pool (from $300) in the hills of Lipa Noi on the island’s quiet side. We joined the nearby Gravity Movement Gym to work out, but cooked our own meals to keep our final tabulation of expenses within reach.

Lesson learned: Pinching pennies feels restrictive, no matter how lush the surroundings. And it leads to bickering, as partners tally up who squandered how much on what.
With the end in sight, we splurged on the villa and even bought souvenirs, knowing we’d lug them for days, not weeks.
Must-go: Take the 30-minute ferry to sister island Ko Pha Ngan for its peace, love and yoga vibe and, once a month, full-moon parties.
Via Airbnb, we bunked at a Thai house called Baan Nuit, run by the Dear Phangan restaurant proprietors.

We sampled steamed dumplings, white fish in a Thai basil sauce and spicy noodles for a mere $15 apiece.
Hey, indulge in that “White Lotus” moment if you dare!