Transit & Visas The Agony of the Closed Gate?

[Aviador]

The Agony of the Closed Gate?​

A member of the forum recently commented on KLM and its policy for transiting passengers, sparking a broader discussion about one of the most stressful experiences in modern air travel. The traveller in question was heading to Dusseldorf (DUS) via Amsterdam Schiphol (AMS) on a single, connecting itinerary. His inbound flight arrived just over 30 minutes behind schedule.

After a frantic dash through the vast terminal, he arrived at his connecting gate, only to find the door shut and his name marked as a no show. The bitter sting of the situation was that the aircraft for his DUS flight, the very one he was booked on was still sitting stationary on the stand. The flight had been administratively closed, yet physically it was still present. Thirty odd minutes of inbound delay, and the onwards connection was lost.

This real life experience compels us to ask a critical question for all airlines and passengers:

When the originating delay is the airline’s own fault, and the connecting aircraft is demonstrably at the gate, should the rigid system of cut off times permit an exception, thoughts?

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[Seasider]

I always thought that KLM transfer passengers direct if there was a tight connection because of their late inbound aircraft.

 

[Aviador]

That’s a good point, @Seasider and honestly, it’s what most of us would assume when booking a connecting flight.

I’ve often heard that KLM have people specifically to help passengers transfer, especially when their first flight is running late?

I guess the transfer help only really works if you arrive just before the gate has officially closed? Once the agent says "Right, that's it," and hits the final button, everything changes.

They then move from trying to help you on board to immediately figuring out how to rebook you. It's like a computer system rule that can't be easily broken. I'm guessing when gate closed is entered into the system, all the departure boards change accordingly as so on.

You have used KLM numerous times, have you ever had something similar happen during your travels?

 

[KARFA]

there needs to be a cut off at some point which involves finalising numbers, taking off the jet bridge, and prepping for push back.

the fact the aircraft is still at the stand is a bizarre point - do you expect them to re-open the flight just for you? there are probably 200 odd passengers sat on the plane waiting to go, a slot to keep to, and another 200 at the outstation who don't want their flight delayed.

 

[Aviador]

That is a completely fair point @KARFA Clearly there absolutely has to be a hard cut off. Obviously trying to board one person risks inconveniencing people already seated, perhaps jeopardising a crucial takeoff slot, and delaying the flight at the other end. That's indisputable common sense in aviation, but does anyone ever radio ops and ask?

The comment about the aircraft still being on stand is where the emotional (and perhaps technological) frustration kicks in. This is where I wonder about the efficiency of the internal communication.

 

[KARFA]

That is a completely fair point @KARFA Clearly there absolutely has to be a hard cut off. Obviously trying to board one person risks inconveniencing people already seated, perhaps jeopardising a crucial takeoff slot, and delaying the flight at the other end. That's indisputable common sense in aviation, but does anyone ever radio ops and ask?

The comment about the aircraft still being on stand is where the emotional (and perhaps technological) frustration kicks in. This is where I wonder about the efficiency of the internal communication.

you would expect them to ask after the aircraft has been dispatched? you know it is not a 2 minute job - to re-open a flight, attach a jetbridge, re-do all the flight figures, and then close it all up again you are talking at best 15-20 minutes. meanwhile the aircraft coming in which is supposed to use that gate is now waiting on the taxiway because the gate is occupied when it shouldn't be.

yes it may be emotional, but i do not agree that any airline should have done something after the flight is closed up.

 

[Seasider]

I am sure I have been flying into AMS on a late arrival when they have asked passengers transferring to certain destinations, to come forward to the front of the plane, on docking, and asked all other passengers to remain seated. I assumed they were going to be taken straight to the gate, maybe I was wrong.

 

[Aviador]

I suppose the question is do dispatchers, pilots or ground ops managers ever have a small amount of discretion? If the gate agent knows the airbridge removal is still a minute away, and the pilot knows their ATC slot isn't for another 15 minutes, does the human element ever override the 'computer says no' policy for a single passenger who is literally metres away?

 

[Finger66]

This is all fine to those of us who understand, or have limited understanding of, all that goes on to operate a flight but to "Joe public" this just smacks of inconvenience, frustration and more - especially when they can still see their plane.

Update on the return connection is that he received an email in advance on Tuesday morning advising the DUS-AMS flight was delayed and hour and he had already been rebooked onto the later AMS-LBA service. So this perhaps begs the question of could more proactiveness have occurred regarding the outbound situation?

I think we can all see this from both sides but KLM have already lost a certain amount of trust from my pal so a lack of customer empathy could cost them more in the log run - yes a very small fish in a very large pond - but you get the sentiment. And there will be others so the fish grow as the pond shrinks!

 

[KARFA]

I think we can all see this from both sides but KLM have already lost a certain amount of trust from my pal so a lack of customer empathy could cost them more in the log run - yes a very small fish in a very large pond - but you get the sentiment. And there will be others so the fish grow as the pond shrinks!

so which airline are they going to fly with in the future who would always hold flights for them in similar situations? or would they limit themselves to direct flights only with no connections?

 

[Finger66]

Until another necessary trip arises I have no idea. And whilst I will advocate KLM ex LBA I have a feeling a direct flight ex MAN will be in the consideration pot. Watch this space!