Follow Up on Mobile Boarding Passes


Sorry, not trying to turn this into a travel blog, but I tried the mobile boarding pass again (my earlier post).

There's some glitch in the system when pulling up the boarding pass at the gate. Luckily, I had printed a backup paper boarding pass this time.

I posed the question about this on the official TSA blog post about this technology/process. In their post, their description of the process includes:

TSA Boarding Pass Check – they have a new bar code reader that you hold your phone up to and it reads the bar code and you show them your ID to match the name that shows up on the screen. They then give you a Tuit (a Poker Chip with TSA on it).TSA Screening – Just like normal, except you hand them the Tuit instead of showing them your Boarding Pass with the TSA checkers initials on it.

They aren't giving out chips at O'Hare's Terminal 3. I didn't get one either time. Um, they aren't following the Standardized Work, it appears. Not good.

I asked the gate agent about this and got an eye-rolling “complain to someone else” response. Typical friendly American Airlines personnel. They like to say “We know why you fly” in their ads. It's not because I love dealing with people who are disgrunted because management treats them like crap.


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Mark Graban is an internationally-recognized consultant, author, and professional speaker who has worked in healthcare, manufacturing, and startups. His latest book is Measures of Success: React Less, Lead Better, Improve More. He is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. He also published the anthology Practicing Lean that benefits the Louise H. Batz Patient Safety Foundation, where Mark is a board member. Mark is also a Senior Advisor to the technology company KaiNexus.

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