I noticed that AA was implementing a paperless boarding pass system in selected cities, as their web site described the system, it would use a PDA or mobile phone to display an electronic version of the AA boarding pass. Since I was traveling from LAX yesterday, and that was one of the trial cities where it would be deployed, I chose to try it out.
Mobile boarding passes, which use a two-dimensional (2-D) barcode, are being introduced today for passengers departing on domestic flights from Chicago’s O’Hare International Airport. On Nov. 17, mobile boarding passes will be offered as an option for customers departing on domestic flights from Los Angeles International (LAX) and John Wayne Orange County (SNA) airports as well.
The mobile boarding pass program is being rolled out in partnership with the United States Transportation Security Administration (TSA). If successful in trial cities, it could be extended to additional U.S. airports in the coming months.
To use the mobile boarding pass option – either with the traditional desktop version of AA.com or the mobile version – customers must have an active e-mail address where their boarding pass may be sent and an Internet-enabled mobile device where the 2-D barcode can be received. Additionally, during the introduction of this new feature, customers may list only one person in their reservation and must be traveling on American or American Eagle nonstop or same-plane direct to a domestic destination from Chicago, Los Angeles or Orange County. Domestic destinations include those within the 50 United States, as well as the U.S. Virgin Islands and Puerto Rico.
The mobile boarding pass process is simple: When customers check in for their flight using American’s Web site, AA.com – either the desktop or mobile versions – they have the option to receive their boarding passes on their cell phones or PDAs. If this option is selected, they will get an e-mail with an Internet link to their boarding pass. The mobile boarding pass contains a 2-D barcode that can be scanned at TSA security checkpoints and at American Airlines gates. At the airport, customers simply scan their cell phone or PDA screen when going through Security (proper identification must be presented) and when boarding, just as they would a traditional paper boarding pass.
I have to say that my experience was not good. There are three points in the check-in/security screening process where you need a boarding pass; Entering the security queue, at the magnetometer, and finally, when boarding the plane. Yesterday was the first day for this program at LAX, but clearly, personnel at all three points were unaware of how to handle the electronic boarding pass, resulting in confusion, frustration and delays in getting through security and on to the plane.
The TSA agent at the entry to the security checkpoint had a bar code reader and was able to read the boarding pass from my blackberry device. However the agent at the magnetometer was looking for a paper boarding pass and had to go back to the first agent to verify I had a boarding pass before allowing me to proceed through the metal detector.
This has always seemed redundant to me, if you are properly controlling the area between the first checkpoint and the magnetometer, why do you need to recheck the boarding pass after passing through the metal detector? Anyway, while I stood on one side of the metal detector, all of my belongings, including my laptop and blackberry were sitting on the other side of the detector, on the conveyor belt unattended by me, which as a frequent traveler is cause for great concern.
Finally, the AA gate agent was unable to scan the barcode on my blackberry at the gate, and had to enter my information manually, again, causing frustration and delay. You would think that personnel would be trained in the implementation of a new system before deployment.
