As an airline representative working in customer service at the gates I have come across this issue a ton of times with passengers. It's 10-minutes prior to departure time, it's time to close the door for an on-time departure, and I'm still missing passengers, what happens next?
The answer is, it depends on the situation. Truth is all major US airlines have a policy of closing the boarding door 10 minutes prior to departure. This is so the airline can complete a highly coveted on time break release and report their good deed to the Department of Transportation. (DOT) The airlines care about these numbers! They get ranked in order by the DOT from most punctual to least reliable when it comes to leaving on time. A better rating is free good advertising, so it makes sense that all airlines want to be tops on the chart if they can.
The 10-minute cutoff is not mandated by the DOT, FAA, or any other watchdog in the industry, it just gives the airlines a margin of error when they are completing boarding. It would be impossible to keep up with such a rigid set of rules in an industry where delays are so common.
If you've ever shown up for a flight a handful of minutes before departure time you have probably been left on the outside looking for a new way to get to your destination. Whenever possible, the airline will complete an on-time departure, even if it means leaving people behind. Like I said, the airlines love to keep their on-time records as clean as possible.
So, what can passengers do when it appears they may be getting to the gate inside of the 10-minute cutoff time?
RUN!
Don't get hurt, but picking up your step a bit could make the difference between getting on the plane and an unplanned overnight stay. Don't stop for Starbucks or Chik-Fil-A. You can use the lavatory on the plane once you make it. Your best bet is to get to the gate as fast as possible!
Get the APP
Most major airlines have an APP you can download on your phone that will provide you with gate and flight information. Some apps even have helpful airport maps to help guide you. This will save you from stopping and asking for directions or flight information. Saving a minute or two with the app could help you make the flight
Go to the Gate Anyways
Even if you are sure you will not make the flight, it is always a good idea to go to the gate. Airlines don't always post delays on the app. Your flight may be holding at the gate after departure time and the door may still be open. It never hurts to get to the gate and see if the plane is still there. You would be surprised how many people just don't show up when they think they have missed the flight. It is always worth checking! I even like to wait until the plane pushes and turns from the gate just in case it has to be re-opened.
Do They know I'm Coming?
YES!
Airline employees almost always know that you are coming. If you are inbound off of a late flight and trying to make a connection, that information is provided to the airline agent on their computer screen. Odds are they will still close the door for on-time departure, even if they think you are close. It sucks for passengers, but it is the job of the agent to get that plane out on time. I have seen several agents who will do everything they can to get passengers on a plane, including bending the 10-minute rule, but you should not count on that happening. Always expect you plane to leave on time.
Connection Holds
Some airlines will actually hold a flight open if there are a lot of passengers that may miss the flight. I worked a flight to Las Vegas a while ago that would have missed more than 50 passengers if it left on time. That flight took a delay of nearly an hour to get all of those people. Airlines do hold sometimes, but the holds are usually reserved for large groups of passengers. You never know if you could be a part of a connection hold, that's why it's always important to go to the gate!
The 10-minute cutoff is one of the airline policies that so many passengers are inconvenienced by. There are not many feelings worse than having an airplane door closed right in front of your face, but it is a reality in the industry. This is a policy that is unlikely to change any time soon.
If you want to avoid being a victimized by the 10-minute cutoff, here are some easy things you can do to improve your chances of being on your scheduled flight:
- Fly Nonstop and avoid connecting flights
- Arrive to the airport early and get through security and to the gate ASAP
- Pick flights with long connection times if you can't fly nonstop.
- Fly earlier in the morning/day. Airline delays are much more prevalent in the afternoons and evenings
- Avoid bad weather airports when possible
- Have a backup plan in the event that you do end up missing a flight. I.E. alternate airport
- Check with your airline for delay and travel waiver information. They could help you get a better routing before you end up in a delay situation.