Originally Posted by
NRoften
The reasoning behind the push to move away from paper boarding passes is because they do not update if the flight is delayed, if there is a gate change, etc. United also wants to be able to send notifications to passengers about their flight (which you can still opt into on the kiosk even with a paper boarding pass). Most of you here are frequent flyers and are familiar with how hubs work, particularly during IRROPS involving delays, gate changes, egress, etc. Many passengers who don't travel frequently are not. A very common question at the hubs (also very frustrating to agents when we are working during IRROPS) is what gate is my flight at? And a lot of frustration when they have a paper boarding pass with the wrong (or old) gate. Having a mobile boarding pass cuts down on these types of questions and other common questions we get when there is a long or rolling delay, particularly when a gate change is involved, or anything else United can send a mobile notification to answer. I know this may sound crazy but there are passengers with paper boarding passes who will sit at the gate printed on their boarding pass up to or past departure time even though their flight is not departing there anymore and don't seek help until it's too late.
The Company also tells us App users are significantly more satisfied with their travel experience opposed to those passengers who don't use it.
Sometimes the App doesnt even do a good job of updating the gate info on the boarding pass. I conditioned myself to look at the flight status page. Most people who aren't frequent flyers don't bother installing the UA app because they don't fly UA often enough. I'm going to guess that a large number of them receive a PDF and print it at home thinking they will save the time at the airport "checking in". I'm sure there is some percentage that receives the link, I hope that would get updated. I'm assuming this type of BP or the one o nthe app would only update if one reloads it.
Yes, many infrequent flyers have issues finding their gate. I don't think it is because they depend on their boarding pass. Even the most novice traveler probably knows that gates can change and paper boarding passes won't magically update themselves. Most people know to look at the monitors at the airport. This is evident by the large groups of people blocking the walkways standing in front of the monitors. I think the number of people that 100% rely on the gate info on the BP is pretty small.
Sure there are people that miss their flight because a gate moved. I don't think people with mobile boarding passes are sitting there constantly reloading it. I think this happens because people lose track of time and don't heard the gate announcements because they arent paying attention, the announcement isnt clear or no announcement is made.
If UA really thought this was such a large problem, they could simply remove the gate info from the boarding pass entirely. That would force the person to look at the airport monitors or their phone and it would be impossible to rely on the boarding pass.
The only clear benefit I can see to UA for trying to get rid of paper boarding passes is saving money on paper and printers. Having more self-service probably helps reduce staffing too.
Also, phones can fail. The UA app can break (I've had my BP disappear from the app on intl flights many times. It seems to be a new pattern lately.) Or your phone can just run out of battery. Sometimes the difference between having a BP and not having one can make a huge difference depending on the airport and situation. It can sometimes mean the difference between catching your flight or spending the night/buying a new flight. I don't feel comfortable putting all my eggs in one basket.