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British Airways – Offers to pay people to not use the lounge
Yesterday, it was reported on Flyertalk that British Airways has been paying people not to use the Galleries First Lounge due to overcrowding. It looks like there were a number of delays and cancellations, which made the lounges particularly busy, so BA decided to try to deter people from entering by offering an incentive. Technically, they could just turn you away, as it does state that entry is subject to capacity.
However, I think this is a much better idea than simply turning someone away. At £30 per person, that is enough to have a decent drink and snack at one of the restaurants, which will probably be more pleasant than an overcrowded lounge. I’d certainly take it.
What do you think? Would you accept the £30 rather than go in an overcrowded lounge?
New Group 0 boarding and how BA boarding should be
I recently took my 6th and 7th short haul flights with American Airlines in the last few months and was reminded how they manage to make boarding seem so effortless compared to the general chaos that seems to apply on most BA flights. The main thing that stuck out is that the gate agents do not muck about, and Americans generally respect that. I think we are just too nice in the UK! The first calls that went out were for anyone who wanted to gate check luggage to come forward and warning that those in group 8 and 9 would face forfeiting their luggage because they had 15 cases too many. Then, when they did not get enough volunteers, they simply called groups 8 and 9 to the desk and took any wheelie bags after checking nothing essential was in them.
When boarding started bang on time, they called each group one by one with enough time for those people to actually get to the gate before they called the next one. Anyone who tried to chance it was very firmly rebuffed. BA really iritate me when they call groups 1-3 together. There’s a massive surge towards the gate by about half the plane at this point. They also often don’t enforce it when people go through in an earlier group.
The reason why there should be separate groups is because most people in the exit row/bulkhead will be in group 1 and need to get on first because you have to put all your luggage in the lockers. Plus, the more people you call in one group, the more chaotic it gets and the more pointless groups are. All but one of my AA flights had everyone on board well before the departure time, so they are obviously doing something right!
For long haul, I’d like to hear more regular announcements and updates from the gate staff as people just mill around the gate area entrance, making it hard to get to the gate when you are called. I’d like them to repeat the group numbers when they call them as often people miss it the first time and then just surge forward without knowing what for! It would be good if they allowed each group to start lining up ahead of time to make it less of a battle to try to get to the gate before they start the next group. Allowing enough time for each group to get into the queue before they call the next one would also be good. Since you inevitably end up queuing on the jet bridge, it would not make any difference to the amount of time it takes.
How do you think BA could improve boarding? Let us know in the comments below.
Group 0
BA is now introducing Group 0 for Gold Guest List members on select routes starting from 12 September 2023. To access this you will need to present your Gold Guest List membership card to the gate agent. This can be your physical or digital membership card. After my experience at the weekend when I updated my app and was then shown as Gold on the digital boarding pass, just when I was trying to access the Chelsea lounge, I’d advise keeping your physical card with you or taking a photo of your card. I have no idea why BA can’t have the add-to-wallet function on the card since nearly every other loyalty program manages it.
Your boarding pass may still show ‘Group 1’ but you will be eligible to use Group ‘0’ boarding. Apparently, there are plans to change the boarding passes to group 0 in the future.
The following routes currently offer Group ‘0’ boarding:
- London (LHR) to New York (JFK)
- London (LGW) to New York (JFK)
- London (LHR) to Boston (BOS)
- New York (JFK) to London (LHR and LGW)
- Boston (BOS) to London (LHR)
This service will be on British Airways operated flights only.
Personally, I would welcome it far more on short haul, as getting locker space on long haul is far less of an issue in the higher boarding groups. Although it should make for a less chaotic experience. I’d also suggest it should be extended to first class passengers as they are only a small number of extra people.
37 comments
The “anyone needing extra time” thing is so open to abuse, it’s like parent and child parking at the supermarket where anyone with offspring just parks in it. Thessaloniki is half the plane with children. It should be babies and pushchairs and they should come after group 1/2, all that happens is they block the aisles and then fill the overhead lockers with scooters and small nappy changing bags.
Yes I agree it is open to abuse. I have seen one child with about 5 adults which is not the point of it.
Agree; they can be first among equals by boarding at the start of economy. But certainly not before preium cabin passengers. And at a ratio of 1 adult to 1 child and no more.
Controversial thought time- but one benefit of travelling during pandemic was that boarding and “de-plane-ing” was far more strictly controlled. Group numbers were enforced clearly, asking other groups to remain seated. I agree with you Michele that the communication of what group is boarding can never really be heard in the A gates of Heathrow due to the large levels of background noise. I also concur that airports/ airlines abroad are far much pro-active in enforcing the rules!!
Lufthansa gates in FRA and MUC have automated BP scanners that red light anyone boarding before their group has been called. At which point they’re directed back to the heaving mass. Proper order!
I am not sure I would accept the £30 offer not to use the lounge. Although the BA lounge at Heathrow T5 was heaving when I last used it, it was even worse outside.
The boarding process is a source of constant irritation for me. Last year I finally managed to convince my brother to fly with me, all the way to San Francisco from Heathrow, despite him detesting everything about air travel. He’s uncomfortable with crowds, and as the North Galleries Lounge was full, we decided to just head out to C gates where it would at least be quiet. There was an announcement made that they would board strictly by group numbers, which meant that we would be first to board. So far, so good. However, everyone was crowding the gate area, and when boarding commenced, I simply grabbed hold of my Quarterback-sized brother and told him to go full bulldozer through the crowd. I felt rude doing it, but the people just WOULD NOT MOVE. The gate staff had made several announcements telling people to remain seated until their boarding group was called, but no one did. Even when staff try, they don’t try hard enough. If I was in that job, I would go out in the crowd, look at everyone’s boarding passes and create 9 queues. Easy as. As someone else mentioned, it was much more orderly during Covid. Maybe airlines should start sending groups 1-3 passengers a text with the gate number 10 minutes or so before it’s announced to the other groups. Then we could queue up nicely and leave the chaos behind while we settle into the cabin.
Agree with all you’ve said Michelle! I’ve previously emailed BA saying please let people in row 1 (who are almost always your frequent fliers) on first so that cabin bags go above them and not somewhere further back. This as you say, is more of a necessity on short haul. Fly from T5 regularly and I can’t bear the boarding process at LHR- it’s always a shambles! Thing is, that when the gate is announced there are always 4 or 5 staff milling around the desks, so be proactive, check people’s boarding passes and direct them into the appropriate lane to wait. It’s not bloody rocket science but they seem set on keeping the short haul shambles as it is 🤬
Agree with comments on BA boarding shambles. Staff all need a retraining. The scam that BA currently promotes is the get pre boarding by checking your excess hand baggage in at the gate. As you rightly report the AA takes those bags away (or in some cases passengers themselves take these gate checked bags to the air bridge) and those passengers are told to board by their group number. We elites and people paying big money for business class seats are tired of BA promoting this scam at expense of one of the few perks we get.
Board from the back to the front. Easy!
We just returned from a trip to the US incl. various fights within the US. All done on American and Alaska Airlines. ALL flights on time! A smooth boarding process by individual groups, where groups were strictly enforced and people turned away if they tried to sneak in early. What a pleasant experience in comparison to BA‘s boarding chaos. BA is even worse where they use contracted staff at the gate rather than their own. I agree with your comments Michelle. Perhaps we should all complain to customer services to point out their mess. There is no point in having a system if it is not enforced. Re complaints, I recently got 10k Avios when I couldn’t help myself and fed back about a particularly bad boarding experience at Munich Airport.
Another thing to be considered regards US SH planes and carry on luggage is their overhead bins are invariably larger (in my limited experience) which means cases can be stacked on their side, allowing for at least one extra case compared to EU carriers.
And for £30 – can i take the money and still go to Galleries 5B?
Not sure Airbus or Boeing make different size overhead bins for American carriers. I have flown SH aircraft internationally for years and they all look the same to me.
Airbus do have a new spacsaver overhead bin which was on my A321XLR flights to the US and definitely made a difference. On the AA flight to Bermuda they actually made an announcement saying they were not the new larger bins which is why they could not accomodate the bags. Hopefully as more aircraft get the new bins it will eradicate a ot of the issues.
In terms of the proposed group 0 for GGL what about the Gold for life community? When I think about what I and others spent to get there it seems only fair!
It is a fair point but I would guess more tricky in terms of software.
Sorry to say the software is not an issue. You just tag GGL and GFL in the same permanent group, 0.
As a software developer I’m
Shocked at how backward BA systems are.
Couldn’t agree more with the comments above!
And it also bugs me when those with small children are invited to board first. The irony is that little children dont want to have to sit still in an aircraft seat for any longer than is absolutely necessary!
Ground crew have told me it’s so they can get the buggies out of the way first i.e. its for the convenience of the staff rather than the clients. Sadly that seems to sum up BA’s approach to pretty much everything these days!
Simple solution to the BA chaotic boarding is queue markers for each group as United have. Then the staff need to enforce the rules. If you try to get on with group one and your boarding pass says group five you should be turned away. Final one is children under five, enforce the age limit and only allow two adults to board with the child / children. On a recent flight six adults boarded with one child who based on his height looked more like eight than under five.
If only BA read these comments, the world’s boarding problems could be solved in a day 😉. One thing I liked recently on a FinnAir flight was that a crew member was positioned by row1 with the row1 overhead bins closed. I was in row 1 and when she saw me approach she actually said “because there is no underfloor storage for you on row1, these bins are reserved for your exclusive use for all your bags”
I almost hugged her
Out of interest what has been people’s experience of the Concorde room? Is that noticeably busier than usual at the moment?
I would say no but I tend not to travel at peak times. It’s been very quiet on my last couple of trips.
Couldn’t agree more with all the comments on the BA shambles at boarding. Calling groups 1-3 together is just pure laziness on their part and creates an absolute scrum. Badly done in London but even worse in Malaga for one
Agree gruop1 first or Business first Malaga haven’t got a clue
Agree with everything said. We group 1 travellers need better protection and ease of access, though often there is still a long wait in the airbridge….15 mins in last year’s Palermo trip.
Use of staff to check out groups beforehand should be used more. Qatar do this in Doha and last year it was seamless efficiency on the way to Sri Lanka which after a delayed overnight inbound from Heathrow meant the world to 2 tired travellers!
Re the BA Lounge rebuttal – how much would it cost for a dressed crab salad and a half bottle of Sancerre at Fortnum & Mason outside the lounge?
Rather more than £30 I would suggest, which means BA are not really providing adequate compensation. No surprise there.
That’s if there is any room at F&M of course – if the airport is packed, there’s every chance the restaurants will be too.
Ah, queue mismanagement of Groups by BA – a favourite frequent flyer topic and you are spot on with your observations, comparisons with AA, and recommendations Michele!
99% of the solution really is as simple as one BA person strictly enforcing Group boarding timing on entry to the well-divided Group lines, and only allowing through the right Groups currently called. BA seem to apply our British culture of deferring potential public conflict to our inclination to love a good queue, and the result is frustration all round – except for the Group 5 passengers with loads of hand luggage cruising through the line when Group 1 is called, with a smug look on their faces!
I’m looking forward to seeing how the new Group 0 gets handled when I fly to Boston in a week … why I have to show my GGL card when it’s on the BA system I will never know, but BA IT is another favourite subject …
As is why my son on my GGL-gifted Silver card, and other friends I know on Silver, have recently got double upgrades from Economy to Club at check in … but I never do despite over ten years at GGL (and yes I do fly economy a lot so I’m not asking for upgrades to the ever-disappearing First cabin). A Purser doing his GGL Welcome meet & greet on a recent flight told me BA actively upgrade Silver card holders over Gold and GGL on full flights as they want Silver card holders to aspire to fly Club and this gives them a taste of it. I see the logic but don’t BA see the natural outcome … Gold and GGL card holders will let their flight choices allow a lapse to Silver, as the three most important benefits of airline recognition schemes are lounge access (tick for Gold and GGL), Business Class check in (tick), and priority on upgrades (fail). Would be interesting for us if you were able to enquire about this Michele …
Great travel site and blogs btw, much appreciated.
Thanks Martin. It is interesting as until recently I had virtually no upgrades in many years of being Gold and GGL for 3 years. However in the last couple of months I have had two from economy to Club Europe. I have heard that there is a drive to try and improve customer satisfaction at the higer levels hence group 0 and I have been getting a lot more personal greetings and service on board since July too.
Group 0 is showing on my boarding pass for my flight from JFK this evening.
That was very quick for BA IT!
There is no deterrent for anyone and until there is a deterrent then nothing will change.
All you have to do with regards children is maximum of 2 adults for however many children and any other adults board in their group.
In relation to deterrents if you try to board out of turn you get your boarding card stamped and you are now only allowed to board last and you will have your cabin luggage checked into the hold, think of it as a punishment.
Obviously all this will be communicated but unfortunately people don’t respect rules and regulations unless there are consequences
As has been said, if only BA read this stream of criticism of its appalling boarding practices. I was very interested that on internal flights in China there was rigid control, with Business Class passengers being ushered forward, in a Communist country.
I flew BA a lot last year and the most boarding carnage was at the gate in Berlin, the gate was crowded and the staff called group 1 (my group as I have a Gold card) but as many people have said there was a massive surge forward and the gate agents did nothing to enforce the group system. Consequently on the plane it was a bit mad trying to put our wheelie cases in the locker.
I complained to BA shortly after the journey but go no response. Conversely our next BA flight to Malta was the exact opposite and a pleasure, if only they could be consistent
Agreed, the lack of consistency makes it confusing. You never know what you’ll get. Sometimes my luggage gets the bright orange Priority tag on it, sometimes it doesn’t. Sometimes the Priority check-in desk is staffed, sometimes it isn’t (I faced an unexpected long wait at FRA the other day because of it and ended up missing out on the Besucherterrasse I had been looking forward to visiting). Sometimes I get to board with my boarding group, other times they just announce that boarding is open, and everyone swarms to the gate, and it’s first come, first served. It’s stressful! I used to never give the boarding process much thought until one day when I had to leave my bag in the overhead compartment by row 16 when I was in row 3, because the people who hadn’t paid to be up front felt their bags should at least enjoy the upgraded experience! Before then I was blissfully unaware that that was a thing. That was the day air travel lost its innocence for me!
In my recent experiences of short haul from Heathrow T3, there has been no separation of Business and Economy queues at the gate when entering the holding area. So on arrival at the gate after leaving the lounge, it has taken so long to enter the holding layer that I am already too late for priority boarding.
The best BA boarding experience was during covid. They boarded by seat numbers, starting at the rear of the plane & then the reverse for deboarding. Whilst it meant you were last on if you were in premium seats – it meant there were no long queues down the aisle whilst you were waiting for people to get their luggage in the overheads & find their seat. The overall boarding time was much quicker.
Yes I think that was very orderly. On short haul it wasn’t so good if in the front row as the locker would be full if you weren’t at the front of your group but otherwise it worked well.
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