Incorrect Ticket = Missed Flight = Arrival Two Days Later
Would compensation be due or even requested for the following situation? What would you request as compensation?
A family arrived at LAX two hours and 30 minutes before their flight time. When the ticket printed at the kiosk, it had their last name but the first name of another passenger. The error was pointed out to the ticket counter employee who told them it was because they entered the information incorrectly and told them they needed to be in another line.
The family member (not being a seasoned traveler) then went to the other line, which was quite lengthy, to be told their issue should have been handled by the person in the original line and to go back to the original line. After some arguing and requesting a supervisor, the ticketing issue was fixed and the ticket was issued with the proper name. By the time everything was fixed, it was 15 minutes before the departure of the flight and the family member missed the flight.
American is now making them travel standby for all flights (finally getting out today) and has shipped their bag across country twice. The agents at American told the family member that a flight was not available until after Christmas and because the original flight was missed, they could not provide them with a guaranteed reservation unless they purchased a new ticket.
Would the traveler be due any compensation as this was an airline issue?
I'm not sure what happened in your case, but I've had it happen before where swiping my EXP card, another name would appear. In that one time it's happened to me, I closed the session and reswiped and my name then appeared. I didn't have time to play around figuring out why another passenger's info appeared because I had a flight to catch.
What is the name of the passenger that appears on their ticket/e-ticket receipt
if it is the correct name, then I would be looking at claiming additional costs off of AA
If the name on the receipt matches what the check in system shows, then I am inclined to believe that someone screwed up when buying the ticket. If done online , then I would believe the issue to be the person who did the online purchase
I've had it happen as well. My last name is fairly common so if I'm on a flight along with Bob Bopper I sometimes get Bob Bopper's info at the kiosk.
Honestly, this is one of the main reasons I prefer to check in with a live person. When I've been told I can use the kiosk I always insist that it's a OneWorld benefit and I'm going to use it.
I would have the traveler post this on the AA FB page and also PM the folks at AA social media. If there truly was a screw up, they may be able to go in and get them flights.
Sounds like a glitch on AA's part; I didn't think you could "accidentally" enter incorrect information given that it asks for several pieces of information all of which must match.
And this glitch doesn't sound that farfetched. Heck, I'm the victim of a similar glitch on FT; apparently there is an "Upgraded" out there without the "!" and each time I try and log into my profile it gives me his/hers...
Thanks for all of the feedback. The first name that appeared was a female name and the family member is a male. The last name is a common name so that might be the root issue.
Thanks for all of the feedback. The first name that appeared was a female name and the family member is a male. The last name is a common name so that might be the root issue.
Out of interest, was the initial of the first name the same? I recently had a kiosk check-in rejected and the bit of paper it spits out to give to the agent with a reason showed someone else with the same surname and the same initial, but different actual first name.
Thanks for all of the feedback. The first name that appeared was a female name and the family member is a male. The last name is a common name so that might be the root issue.
Definitely write to AA CS and explain the situation. They might be able to rebook with no charge.
The way to figure out what happened is to have someone look at the full PNR. The complete history will be there that shows all interactions with the reservation. If the original booking shows the mistake the passenger probably entered the wrong name. Best advice is get an agent to review the PNR in detail..obviously one who knows what they are doing.
The PNR if the right entry is used will show every interaction made with the reservation. Good agents know how to pull this up. It seem unlikely it was a kiosk glitch ( which can happen) since agents were involved to pull up the reservation.
Last edited by grahampros; Dec 21, 12 at 2:26 pm..
What is the name of the passenger that appears on their ticket/e-ticket receipt
if it is the correct name, then I would be looking at claiming additional costs off of AA
If the name on the receipt matches what the check in system shows, then I am inclined to believe that someone screwed up when buying the ticket. If done online , then I would believe the issue to be the person who did the online purchase
There is a good chance of this. There will be a record of the original purchase that can be checked. Once something is entered into Sabre the PNR doesn't just change The transaction history is there and can be found and checked.
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If it's a common last name and a different first name, are we sure that the person didn't just check-in as the wrong person at the kiosk? If there was another passenger on the flight with the same common last name, this could certainly happen.
