Originally Posted by waterwingsNZ

They could have gate scanned. A miscommunication with the agent not realising they only had hand luggage? Also, ovesized hand luggage is being tightned up on. Were the bags just too big? I'd write a letter anyway and see what the response is.

Your e-ticket can be used for boarding but you do not show in the system as 'checked in' until you scan into a lounge or onto the plane.