2023-10-21


Open letter to Delta, American, Southwest, and United Airlines: Stop Doing it Wrong

Your boarding process is highly inefficient. There is one seemingly-obvious and painless change you could make, which would save time and money for both yourselves and your customers.

I assume this open letter is applicable to all airlines, and I'd love to know that the higher-ups in all airlines read this. But I specifically mention Delta, American, Southwest, and United Airlines, because I have firsthand experience with this offense at the hands of those airlines.

The Offense: Boarding Groups

I'm not saying y'all shouldn't use boarding groups. You're just not using them efficiently. I wrote the following comments in a post-flight email survey, and I'm calling on all readers to use every opportunity you get to offer similar comments to the airlines you fly with.

Copy and paste-able text for your next survey/questionnaire:

I believe that aircraft boarding in stages is beneficial. I remember flying at times when everyone stood in line to board the aircraft at once; this causes unnecessary lines and hassle. However, it seems to me that the current boarding procedure is actually not much better. I believe it would be most efficient to board the plane from the back to the front. This could be done by rows, so that each row of passengers would enter the jetbridge and aircraft in order. This would ensure that as few people as possible have to climb over and around other pre-seated passengers while boarding. It would also help the overhead baggage crisis that seems to pervade every flight I'm on: if the overhead bins in the back were fill first, later-boarding passengers could be guaranteed that they did not have to search for overhead bin space. If it is discovered that additional bags need to be checked at that time due to insufficient overhead space (as I have observed sometimes), my suggestion expedites that process as well. Another improvement from my suggestion is that minimal pre-seated passengers would be bumped/knockedinto as the yet-unseated passengers find their seats. It is hard for me to imagine that "boarding group 1" passengers appreciate boarding first only to be knocked into by the backpacks of all members of "boarding groups 2-4." I also took the liberty to speak personally with a flight attendant about this topic on my recent flights. Unsolicited by me, the flight attendant I spoke to actually made this same suggestion when I asked how they believed planes should be boarded. I do not expect that your company will change its boarding procedures from my advice alone. I would recommend that your conduct a survey on boarding practices/suggestion from your own flight attendants, who arguably have the most first-hand experience with the practical logistics of your practices. 

It's interesting to note that, when it's time to exit the plane, my suggested procedure is essentially followed (just in reverse). No one has ever heard of "de-boarding groups." And it seems to me that plane unloading is always a lot smoother than loading. The people at the front of the plane grab their stuff and exit first, opening up room for the next row, etc.

A wise Man once said, "So the last shall be first, and the first last...", and I think we would all do well to heed that profound logistical wisdom. 

Photo by shawnanggg on Unsplash