Originally Posted by
clifford79
In the OP's parent's defense, it's happened multiple times for me and mrs. clifford79 that online check in on flights between the US and Europe (and v.v.) was not possible. At the counter everything was still fine (usually document checks; worst case it was SSSS), so maybe the OP's parents thought this was the case here as well.
Yes, I understand that but it ought to have prompted them to check they had an e-ticket from an email or by checking online. They were already aware changes had been made.