Alaska Airlines Mileage Plan - Autumnal Message

Item no. 1 confirms what most of us have experienced, and some were confused about - boarding can start up to 40 minutes before departure. I'd like a little more clarity on the "losing your seat" piece.

November 5, 2009

Dear dave1013,

Year-end is fast approaching and we want to take a moment to talk about operational reliability — that is, getting you to your destination on time.

We've made enormous strides in on-time performance this year. Not only do we lead the industry for timeliness, but we have had similar improvements with baggage performance. We appreciate your help as we continue in our commitment towards operational consistency. In many ways, MVP Gold and MVP members are our "model passengers." Each of you has the ability to assist our crew members in getting your flight out on time, as well as the opportunity to set an example for less experienced travelers.

One of the most important elements of an on-time departure is the boarding process. We want to equip you with the most effective tools to ensure this happens on each flight you take with us.

1. Boarding begins at least 30 minutes prior to departure (and can be as early as 40 minutes prior). Agents are concurrently processing the First Class waitlist and other stand-by lists, so please be available to board at this time — or you are in jeopardy of losing your seat.

2. Our customer service agents close the boarding door 10 minutes prior to departure. At this time all necessary flight paperwork is completed and sent to our Flight Operations department. Once this paperwork has been sent, late passengers are no longer allowed to board.

3. Carry-on baggage is limited to one bag and one personal item (laptop or purse).

4. Once on board, you are welcome to use your cell phone and laptop until our flight attendants make the announcement to turn off all electronic devices. We are unable to close the aircraft door until these devices are turned off and stowed, so we ask for your prompt response to this request.

As one of our most valued customers, we appreciate your business and feedback. Thank you for the continued opportunity to serve you.

With gratitude,

Steve Jarvis
Vice President Marketing, Sales & Customer Experience

Ann Ardizzone
Vice President Inflight Services

Jeff Butler
Vice President Customer Service - Airports

I think its pretty simple IMO - when a flight is oversold, or you are in F, if you aren't there to board, your seat will be given to someone on standby. I believe the requirement is to be in the boarding area 30 minutes prior to scheduled departure.

I see often times while waiting to board, pax coming up after everyone else has boarded, and I'm willing to bit the majority of the time those pax are MVP/G, waiting until the last minute, and I think AS is trying politely to get those pax to show up early enough to board with their respective group.

I thought I've seen something about your ticket being safe up until the call for final boarding, regardless of oversold or not.

The rule is that you must be checked in and available to board at :30 prior (Rule 135AS-D-1-b). I know that standby clearance usually happens about T-20. That is when you can turn into a pumpkin if you aren't on board. But then like rybob1 says, it is more important to be there when the flight is full as the gate chaos factor goes up. If the flight is empty, your biggest fear is that they just close the door and leave.

http://www.alaskaair.com/as/www2/company/tariff/domestic/tariff_domestic_section3.asp

I may be a little slow, but after reading this email it has left me wondering just what Alaska Airlines is trying to say about us as flrequent flyers.

1) The point of the message seems clear: Alaska Airlines is ver concerned with on-time delivery and they want to improve it.

2) Reading the section regards the "important elements of an on-time departure" all I see is how we as customers are screwing up their performance measurements. I am really glad to see Alaska Airlines is steppng up and taking responsibilities for their operations.

I just got this myself a few minutes ago -- what a condescending message.

I get the whole "pax and crew need to work together" idea -- I don't, however, need Alaska lecturing me about it.

I recently completed travel with my family from ANC-BOS and noticed that boarding stared absurdly (40 mins) early for all of the flights.

As a sane traveler, the last thing I'm going to do is to pack two small children onto a six hour flight 40 minutes early. Instead, I encourage them to run around and expend as much energy as possible before boarding.

We therefore invariably board last, go straight to our seats and are ready to go after +/- 45 seconds.

Every flight we took had doors closed and plane parked 10ft from the gate (an 'ontime' departure) where we sat, and sat, and sat. Based on this recent experience, any attempt at blaming the customer for delays is just nonsense.

Why am I and other MVPs getting an email telling me how to board airplanes? :confused:


Year-end is fast approaching and we want to take a moment to talk about operational reliability — that is, getting you to your destination on time.

We've made enormous strides in on-time performance this year. Not only do we lead the industry for timeliness, but we have had similar improvements with baggage performance. We appreciate your help as we continue in our commitment towards operational consistency. In many ways, MVP Gold and MVP members are our "model passengers." Each of you has the ability to assist our crew members in getting your flight out on time, as well as the opportunity to set an example for less experienced travelers.

One of the most important elements of an on-time departure is the boarding process. We want to equip you with the most effective tools to ensure this happens on each flight you take with us.

1. Boarding begins at least 30 minutes prior to departure (and can be as early as 40 minutes prior). Agents are concurrently processing the First Class waitlist and other stand-by lists, so please be available to board at this time — or you are in jeopardy of losing your seat.

2. Our customer service agents close the boarding door 10 minutes prior to departure. At this time all necessary flight paperwork is completed and sent to our Flight Operations department. Once this paperwork has been sent, late passengers are no longer allowed to board.

3. Carry-on baggage is limited to one bag and one personal item (laptop or purse).

4. Once on board, you are welcome to use your cell phone and laptop until our flight attendants make the announcement to turn off all electronic devices. We are unable to close the aircraft door until these devices are turned off and stowed, so we ask for your prompt response to this request.

As one of our most valued customers, we appreciate your business and feedback. Thank you for the continued opportunity to serve you.

With gratitude,



Steve Jarvis
Vice President Marketing, Sales & Customer Experience


Ann Ardizzone
Vice President Inflight Services


Jeff Butler
Vice President Customer Service - Airports

Perhaps AS should be sending it to Ma and Pa Kettle who only fly at Christmas@:-)

Well, this email is fairly pointless:

1) Flights frequently sit at the gate for 10 minutes or longer after door closure. This has nothing to do with the boarding process.

2) There needs to be clarification as far as when the confirmed seat of a checked-in passenger can be given away (ie. someone who is coming from a connecting flight, or someone who did web check-in). The implication from the letter is 30 minutes prior to departure, but this can't be true because you can check-in up to 30 minutes prior to departure, and they can't exactly expect you to instantaneously teleport to the gate.

3) The improvements to ontime performance are largely due to lower aircraft utilization/more spares, transitioning to a single fleet type, longer turn times at hub airports, and less congestion in the air and on the ground.

I actually have no problem with beginning boarding 40 minutes prior to departure. I would prefer that the agents slow down when they scan the boarding passes, so that there isn't always a big line in the jetway. I think when things get bottle-necked at the boarding door, it just stresses people out and could actually slow things down.

Also, some passengers still do not know to turn and insert their rollaboards lengthwise into the overhead bin, so I'm surprised they did not insert this into their lecture.

My concern is connecting flights. What does "you are in jeopardy of losing your seat" mean for connecting pax? It reads sort of ominous to me.

I think if these are uniformly enforced practices, then minimum connecting times may need to be adjusted accordingly. You can book a 50-minute codeshare connection through ORD on the alaskaair website, not to mention what Expedia or Orbitz will sell you. That's kind of insane if they are giving away seats as early as 30-40 min and closing the a/c doors 10 min before departure.

Also, I agree that I'm not sure it's the elites that need to be prompted about this. Set an example for the other pax? Not sure how that works exactly. Are we supposed to wear MVP/G t-shirts while boarding or something?

Every flight we took had doors closed and plane parked 10ft from the gate (an 'ontime' departure) where we sat, and sat, and sat. Based on this recent experience, any attempt at blaming the customer for delays is just nonsense.Count me in on the people who believe 99% of delays arent customer related. Furthermore when the doors do close late its usually due to a late A/C arrival at a gate or baggage handlers futzing around outside. And only in the airline industry are you allowed to be 15 minutes late and still be considered on time. In my reality 15 minutes late is 15 minutes late but thats another ball of waxed fudged numbers

Yeah, I talked to a FA and he said its purpose was that golds need to know to "turn off their damn phones" so they can "close the damn door cause we can't do it until all their crap is off, and yes...I see it when they text between their legs."

Yeah, I talked to a FA and he said its purpose was that golds need to know to "turn off their damn phones" so they can "close the damn door cause we can't do it until all their crap is off, and yes...I see it when they text between their legs."
"wow Id love an FA to tell me that explanation" Id have said you need to first practice that in your own @@#$ing ranks because on more than 1 occassion I have heard FA cell phones ringing in the galley during taxis and safety briefings as they run giggling to shut it off! :rolleyes:

So I guess I don't understand why people are getting worked up over this? AS isn't changing any policy, they are just reminding people of what is already in place.

So I guess I don't understand why people are getting worked up over this? AS isn't changing any policy, they are just reminding people of what is already in place.did this go out to all passengers or just "most valued passengers?" If just the latter I think its an email preaching to the choir. Just how are we to be role models? To most pax were pathetic POS's who sit in first class, board first, and butt line :confused:

How are we to be a role model in boarding? If boarding procedures are enforced and followed then we should be onboard before everybody else so they shouldnt be seeing what we are doing on the A/C before they get on

Whats the purpose of the Gold/F line? Perhaps GAs are whining that they have to stop the Y line to let a late arriving gold or F board? In that case get rid of the line if theyre too inconvenienced by having to do their job.

If AS wants me to help get flights on time I have no problem helping the GA with turning away people boarding out of order if they are afraid to. The way people mob AS gates during boarding is a joke to people throughout the industry

I just got this myself a few minutes ago -- what a condescending message.

I get the whole "pax and crew need to work together" idea -- I don't, however, need Alaska lecturing me about it.

+1. I got the same feeling when I read this email. It read like something a schoolmarm would say while wagging their finger at you.

Yeah, I talked to a FA and he said its purpose was that golds need to know to "turn off their damn phones" so they can "close the damn door cause we can't do it until all their crap is off, and yes...I see it when they text between their legs."

I find this funny. Like ANC I've heard FA's phones ringing on take off. Just a few months ago as we throttled up to leave ANC, the FA working F had her phone ring. Loudly. The ensuing conversation we had was very amusing. :D

I agree with the original post by dave1013 that the losing your seat piece concerns me the most. Connections (they know we're coming because we're late because the AS flight we're on is late or staying in the Boardroom until 30 minutes prior are some things that come to mind for me.

I had a GA in SEA who let 10 Y passengers board, while I waited on the "golden carpet" to board and finally I said "excuse me, I'm MVP Gold, and I'm just wondering...are you gonna scan my boarding pass? I think you should."

I get a grunt, a beep, no welcome on board. SORRY I keep you having a job... :rolleyes:

I had a GA in SEA who let 10 Y passengers board, while I waited on the "golden carpet" to board and finally I said "excuse me, I'm MVP Gold, and I'm just wondering...are you gonna scan my boarding pass? I think you should."

I get a grunt, a beep, no welcome on board. SORRY I keep you having a job... :rolleyes:I agree! This is typically the reaction I get from GAs when using that line. Most recently as 10/16 ANC-SEA being the most recent. I was the second gold in line. The guy in front of me edges closer and closer and closer as GA ignores him and continues to scan Y. Finally I can tell he has had enough and walks up to where he stands between the GA and Y line and she goes "ARE YOU GOLD OR FIRST CLASS!??" :rolleyes: I felt like saying no you dumb A$$ we're just seeing if you will actually enforce boarding procedures from the F line since you never do in the Y line. She grunts, then scans his and my BP without further incident. Ive had GAs ask me in the same mean tone before and I love replying back in a not so friendly tone "Both" :D

Ha! The same thought occurred to me when I got it.

I actually read it a second time to make sure I read correctly that it was addressed to MVP/Gs.

To be completely honest, I actually found it a little patronizing, kind of like, "You should be boarding at 40 minutes before departure, and we're sending you this email to remind you of that because we're having issues departing on time because you guys have been waiting until the last minute to run up to the gate and board."

I'm sure it wasn't meant that way, but that thought crossed my mind...

I agree! This is typically the reaction I get from GAs when using that line. Most recently as 10/16 ANC-SEA being the most recent. I was the second gold in line. The guy in front of me edges closer and closer and closer as GA ignores him and continues to scan Y. Finally I can tell he has had enough and walks up to where he stands between the GA and Y line and she goes "ARE YOU GOLD OR FIRST CLASS!??" :rolleyes: I felt like saying no you dumb A$$ we're just seeing if you will actually enforce boarding procedures from the F line since you never do in the Y line. She grunts, then scans his and my BP without further incident. Ive had GAs ask me in the same mean tone before and I love replying back in a not so friendly tone "Both" :D

Both indeed...

Haven't had any issues with this recently... my problem is getting my rear from the BR to the gate :rolleyes: Lately I've just lounged my way onto the A/C and sat down in 2A/C/whatever... and the plane had pretty much boarded already :eek:

yeah I didnt mean to start a repetitive topic. when I made this I was unaware that the autumnal message thread was the same thing

The rule is that you must be checked in and available to board at :30 prior (Rule 135AS-D-1-b). I know that standby clearance usually happens about T-20. That is when you can turn into a pumpkin if you aren't on board. But then like rybob1 says, it is more important to be there when the flight is full as the gate chaos factor goes up. If the flight is empty, your biggest fear is that they just close the door and leave.

http://www.alaskaair.com/as/www2/company/tariff/domestic/tariff_domestic_section3.asp

They actually start clearing standbys at T-40. I've never stood by as a revenue passenger, but they advise nonrevs to be to the gate at T-40, and indeed, when I followed that advice, they were just starting to call people off the standby list when I arrived.

Every flight we took had doors closed and plane parked 10ft from the gate (an 'ontime' departure) where we sat, and sat, and sat. Based on this recent experience, any attempt at blaming the customer for delays is just nonsense.

Flights frequently sit at the gate for 10 minutes or longer after door closure. This has nothing to do with the boarding process.

Yeah, I talked to a FA and he said its purpose was that golds need to know to "turn off their damn phones" so they can "close the damn door cause we can't do it until all their crap is off, and yes...I see it when they text between their legs."

Thank you! It's not just me! I was sure I was misremembering or something.

Back during the Summer of Hell when AS flights were ALL late because they tried to reduce their turn times to compete with WN and failed, I pointed out that they had some problem with their procedures or computers or something because there was a lot of waiting around. If they could have just fixed whatever was holding them up there, they probably could have been perfectly fine with the reduced turn times.

I observed a flight earlier this week (AS 112 on 11/2/09). Here is the timeline as I saw it:

1:12am: last person boarded
1:16am: final paperwork printed and taken to the aircraft by the GA
1:18am: door closed and jetbridge pulled away from aircraft
1:26am: pushback

For the intervening 8 minutes between door closure and pushback, all that was happening was the ramp agents were sitting in the tug and talking. No aircraft were moving behind the gate (blocking the aircraft from pushback), and nothing else was happening. There wasn't a line of aircraft waiting for taxi or takeoff, and certainly between ANC and SEA, there's no ground holds or air congestion to wait for. Why on earth did it sit for so long? I see no reason why.

I can see delays in getting the paperwork if the GAs are having to wait for standby passengers that haven't arrived at the gate or something (and that happens often, too--the door isn't closed for 10+ minutes after the last passenger has boarded), but once everything's set, why the delay--and why ALWAYS a delay? It's consistent, whereas on DL or UA, I've always departed within 5 minutes of the last passenger boarding, even if it's 20 minutes before scheduled departure. And forget AirAsia--the whole plane is emptied, boarded, and taxiing within 25 minutes.

Just to offer an educated guess as to why this email is being sent out.

Unlike the past several years, AS is ramping up its schedule for Thanksgiving and Winter Holidays this year and adding flights to its schedule for the peak dates. While there is some slack in the current schedule that allows for extra flights to be added, my guess is that management is worried that on-time performance could tank over the holidays with the ramped up schedule, especially if mother nature throws a wrench in the works like last year. So they are probably going to be focusing on boarding planes early, clearing standbys earlier etc. Over the past three years, operational performance has been great during Thanksgiving, but a bit less smooth over the late December period.

But, my contention is that with the longer turn times Alaska is running these days, the boarding process really has very little impact on on-time performance, apart from when people take excess amounts of carry-on luggage on board.

I was not thrilled at all by the message. Actually was a little insulted. Before we get this, there are a truck load of gate agents that still don't give the "first class/gold" carpet any priority once general boarding starts...

I was not thrilled at all by the message. Actually was a little insulted. Before we get this, there are a truck load of gate agents that still don't give the "first class/gold" carpet any priority once general boarding starts...

Until I make them...heh :D

Until I make them...heh :D

I am not really sure why everyone is so insulted by this message.......... I am an MVP Gold and in no way did the message offend me. If it did offend you, you are probably one of the guilty ones they are trying to speak to. The problem is that most MVP/MVP Gold passengars feel that because they have this status, the airline owes them something. Wake up, they don't.

The problem is that most MVP/MVP Gold passengars feel that because they have this status, the airline owes them something. Wake up, they don't.


I'm sorry, what are you trying to say? Who said Alaska owes us MVPGs anything? Oh yeah, the benefits of being a top tier frequent flier in their mileage plan program. :rolleyes:

I am not really sure why everyone is so insulted by this message.......... I am an MVP Gold and in no way did the message offend me. If it did offend you, you are probably one of the guilty ones they are trying to speak to. The problem is that most MVP/MVP Gold passengars feel that because they have this status, the airline owes them something. Wake up, they don't.

It's not the content of the message, it's the pedantic attitude that came attached to it. Giving first-time flyer information to your most frequent flyers reeks of condescension and a hidden message. I actually would have taken it better if they'd have asked for our assistance in helping them with on-time departures by being ready to board 40 minutes early. But telling us that boarding starts at 40 minutes and you'll lose your seats if you're not there and that you NEED to help us is not the way to make your frequent customers feel happy about your product.

So I guess I don't understand why people are getting worked up over this? AS isn't changing any policy, they are just reminding people of what is already in place.

I'm not worked up over the policy, it's the tone of the email. It's rude to blame your best customers for on time performance problems, even if they are the actual cause (which I doubt). Besides, the on-time performance number is 90%! How much better does that need to get?

As I have mentioned before, I frequently travel with a disabled MVP. He and I can get on board and seated faster than many casual flyers and he can't even walk!

If Alaska truly wants to fix this alleged problem, here's a few ideas:
1. Grade individual gate agents based on following policy. Do they stop people boarding at the wrong time? Do they prevent people from taking on too many carryons?
2. Fix the upgrade waitlist. If we know where we are going to be seated and trust the system, we won't bother GAs at the counter before boarding.
3. Stop the bag fee madness. Okay, that's a stretch. But don't you think an extra 30 rollaboards per flight might have something to do with this issue?

I found the whole thing comical. But it's my fault, too. I'm with BillScann on the sane family travel approach.

I recently completed travel with my family from ANC-BOS and noticed that boarding stared absurdly (40 mins) early for all of the flights.

As a sane traveler, the last thing I'm going to do is to pack two small children onto a six hour flight 40 minutes early. Instead, I encourage them to run around and expend as much energy as possible before boarding.

We therefore invariably board last, go straight to our seats and are ready to go after +/- 45 seconds.

Every flight we took had doors closed and plane parked 10ft from the gate (an 'ontime' departure) where we sat, and sat, and sat. Based on this recent experience, any attempt at blaming the customer for delays is just nonsense.

Wirelessly posted (Mozilla/5.0 (Linux; U; Android 2.0; en-us; Droid Build/ESD20) AppleWebKit/530.17 (KHTML, like Gecko) Version/4.0 Mobile Safari/530.17)

I hope they don't try to ask people in F to get to the gate earlier. For the first time I left the BR after boarding time started. I thought I would get to use the blue carpet but when I arrived the plane was already boarded. The GA said there was time left before the flight was closed. I hope they don't decide to give away upgrades during this time between when the boarding line is done and when the cut off time comes

If Alaska truly wants to fix this alleged problem, here's a few ideas:
1. Grade individual gate agents based on following policy. Do they stop people boarding at the wrong time? Do they prevent people from taking on too many carryons?

UA GAs are bonused on company-wide departure OTP. Are AS GAs? This could help.

The GA said there was time left before the flight was closed. I hope they don't decide to give away upgrades during this time between when the boarding line is done and when the cut off time comes

I like BA's approach.

First, they scan your ticket when you enter the First lounge. Their system knows you're in the lounge, which does two things: allows them to see where you are (and know you're properly checked in and will definitely be boarding your flight--so they don't give away your seat or anything) and it notifies them to make a page announcing the boarding of your flight (they don't announce flights for which there are no passengers in the lounge).

Second, they announce boarding in the lounge quite late relative to the actual boarding process. The effect is that by the time you've used the restroom, gathered your belongings, and hiked down to the gate, boarding is basically finished, there is no line at the podium or down the jetway, and you jump right on board, right to your seat, and a few minutes later, the door is closed and you're on your way. Oh, and they still find time to bring you mixed nuts and a pre-departure champagne.

In other words, they understand that people want to maximize their time in the lounge and minimize their time on the aircraft (especially important when it's a 13-hour flight!).

Granted, oneworld First lounges are substantially nicer than AS BRs, but their method is to reward their top customers and work with them to maximize the enjoyment of their experience rather than expect their top customers to inconvenience themselves for the company's benefit.

UA GAs are bonused on company-wide departure OTP. Are AS GAs? This could help.


AS has various bonuses for most employees for being in the top tier of 'relevant competitors' for being ontime (which AS has been #1 for quite a few lately) among other bonuses they have ($50 or so every 3 months)



I like BA's approach.

First, they scan your ticket when you enter the First lounge. Their system knows you're in the lounge, which does two things: allows them to see where you are (and know you're properly checked in and will definitely be boarding your flight--so they don't give away your seat or anything) and it notifies them to make a page announcing the boarding of your flight (they don't announce flights for which there are no passengers in the lounge).

Second, they announce boarding in the lounge quite late relative to the actual boarding process. The effect is that by the time you've used the restroom, gathered your belongings, and hiked down to the gate, boarding is basically finished, there is no line at the podium or down the jetway, and you jump right on board, right to your seat, and a few minutes later, the door is closed and you're on your way. Oh, and they still find time to bring you mixed nuts and a pre-departure champagne.

In other words, they understand that people want to maximize their time in the lounge and minimize their time on the aircraft (especially important when it's a 13-hour flight!).

Granted, oneworld First lounges are substantially nicer than AS BRs, but their method is to reward their top customers and work with them to maximize the enjoyment of their experience rather than expect their top customers to inconvenience themselves for the company's benefit.

Nice idea... but not sure how it would work with AS...

AS has various bonuses for most employees for being in the top tier of 'relevant competitors' for being ontime (which AS has been #1 for quite a few lately) among other bonuses they have ($50 or so every 3 months)

$50 every 3 months?! No wonder they're not motivated.

Under an incentive plan that began in January, employees of the UAL Corp. unit would receive $100 if the airline finishes first among its peers, as measured by the department. If United places second in on-time performance, the workers would get $65.

Through the first three months of 2009, United noted, workers had a first in January, a second-place finish in February and another first in March, for a total of $265 in bonus payments.


http://archives.chicagotribune.com/2009/apr/10/business/chi-fri-united-bonus-apr10

$50 every 3 months?! No wonder they're not motivated.



http://archives.chicagotribune.com/2009/apr/10/business/chi-fri-united-bonus-apr10

Well I don't know exactly what is offered by AS... but they have more then one benchmark (On time, customer satisfaction survey and maybe something else) that adds up... especially since AS has been doing well in these fields :cool:

$50 every 3 months?! No wonder they're not motivated.


well... its better than nothing. Sure I admit I get performance bonuses but maybe Im a rare exception in that I do my best to be motivated whether Im looking at a bonus or not. Maybe Im a rare exception but I look at it as just doing my job :confused:

$50...get to fly space available non rev anywhere AS flies for free....free on some other airlines too

well... its better than nothing. Sure I admit I get performance bonuses but maybe Im a rare exception in that I do my best to be motivated whether Im looking at a bonus or not. Maybe Im a rare exception but I look at it as just doing my job :confused:

$50...get to fly space available non rev anywhere AS flies for free....free on some other airlines too


They actually get up to $100 per month in bonus. $50 for OTP (based on DOT data) and $50 for Customer service (based on AS initiated online surveys). It still may not seem like much, but it does add up pretty quick, and all they have to do is their jobs well :).

They actually get up to $100 per month in bonus. $50 for OTP (based on DOT data) and $50 for Customer service (based on AS initiated online surveys). It still may not seem like much, but it does add up pretty quick, and all they have to do is their jobs well :).

I wasn't certain the amount or frequency... I think it gets distributed quarterly though...

I wasn't certain the amount or frequency... I think it gets distributed quarterly though...

Yes, that is correct, it is quarterly payout.