Denied boarding due to boarding pass link not working ?
Sep 4, 2018, 7:46 pm
#91
Original Poster
Join Date: Sep 2009
Location: YYZ
Programs: AC SE MM, Bonvoy Plat, Hilton G,Nexus, Amex MR Plat,IHG Plat
Posts: 4,422
I had this exact same problem on a flight yesterday from the US, also to YVR. I rarely fly AC so this whole email link thing is very strange to me. On the way down, no problem. On the way home yesterday, I, like the OP’s friend, could also not check in via the app and get an electronic BP. I tried to open the emailed link at my hotel so I could print my BP - nada. Nor would it give me an electronic BP. I tried going back via the app - nope. I even went to a computer and tried to pull it up on the AC website - error message to see an agent at the airport.
I went to the aiport earlier than my usual last-minute (no bags, PreCheck) and went to a kiosk and it printed no problem, after swiping my passport. First time this has ever happened to me as I can usually access the BP and do the passport check at the gate.
Out of curiosity after reading this thread, I asked at the desk what would have happened if I had come in at T-45 (as the OP’s friend did) and she said she would not have been able to help me as check in closes strictly at T-60 for international flights. When I pointed out that I had already checked in, just couldn’t access my BP, she said if the link did not allow me to access my BP, then the check in process was not complete, hence the need to see an agent. She pointed me to this page:
https://www.aircanada.com/ca/en/aco/...ing-times.html and when you click on the little i next to “Check-in / baggage drop-off ends” you get (bolding mine):
“You must have checked in, obtained your boarding pass and deposited all checked baggage at the baggage drop-off counter before the end of the check-in period for your flight.” which is:
To/From the U.S. 60 minutes
So obtaining the BP is part of the check in procedure which must be completed by T-60 for flights to Canada. The OP’s friend hadn’t obtained his boarding pass - he had only received the link and, had he clicked it, he probably would have gotten the same error message I did. He left it too late to sort out at the airport, which really just entailed a trip to a kiosk prior to T-60.
I went to the aiport earlier than my usual last-minute (no bags, PreCheck) and went to a kiosk and it printed no problem, after swiping my passport. First time this has ever happened to me as I can usually access the BP and do the passport check at the gate.
Out of curiosity after reading this thread, I asked at the desk what would have happened if I had come in at T-45 (as the OP’s friend did) and she said she would not have been able to help me as check in closes strictly at T-60 for international flights. When I pointed out that I had already checked in, just couldn’t access my BP, she said if the link did not allow me to access my BP, then the check in process was not complete, hence the need to see an agent. She pointed me to this page:
https://www.aircanada.com/ca/en/aco/...ing-times.html and when you click on the little i next to “Check-in / baggage drop-off ends” you get (bolding mine):
“You must have checked in, obtained your boarding pass and deposited all checked baggage at the baggage drop-off counter before the end of the check-in period for your flight.” which is:
To/From the U.S. 60 minutes
So obtaining the BP is part of the check in procedure which must be completed by T-60 for flights to Canada. The OP’s friend hadn’t obtained his boarding pass - he had only received the link and, had he clicked it, he probably would have gotten the same error message I did. He left it too late to sort out at the airport, which really just entailed a trip to a kiosk prior to T-60.
So passengers need to double check to make sure AC's systems did not screw up. Boy, that is scary.
Sep 4, 2018, 7:52 pm
#92
Join Date: Jan 2017
Location: Halifax
Programs: AC SE100K, Marriott Lifetime Platinum Elite. NEXUS
Posts: 4,568
I'm paid a considerable amount of money to be a professional computer geek, all over North America[1] but I would not approach TSA or CATSA without a paper boarding pass.
Wealth is debt, fee simple isn't real ownership, cats and dogs living together, but f' me for being unwilling to take a rubber glove internally or be rejected at the gate because I did not have 5 minutes to get toner on dead trees.
[1] For various definitions of "North America"
Wealth is debt, fee simple isn't real ownership, cats and dogs living together, but f' me for being unwilling to take a rubber glove internally or be rejected at the gate because I did not have 5 minutes to get toner on dead trees.
[1] For various definitions of "North America"
Sep 4, 2018, 9:13 pm
#93
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,324
As my post two above this seems to have gotten lost in the OT talk about laws etc, the cutoff for obtaining a boarding pass for flights to and from the US is 60 minutes. It is a hard cutoff, according to the agent I spoke to yesterday. OP’s friend missed it by showing up at T-45.
The number of times I've arrived at SFO, they ask where I'm going, I say "Vancouver", they get a worried look on their face, then I say "I'm already checked in and just need a boarding pass", followed by an expression of relief, is beyond what I can count on my fingers.
You can even print boarding passes after the flight arrives at its destination. There is no cutoff for printing boarding passes. There is just a check-in cutoff.
I suspect the SJC contract agents just didn't know any of this.
Sep 5, 2018, 12:43 am
#94
Join Date: Jan 1999
Posts: 409
I wonder what would have happened if the friend had said, I already checked in, but I need you to please re-print my boarding pass.
I've checked in online and then printed up a boarding pass at the kiosk, no problem.
One time a several years ago I actually lost my paper boarding pass sometime after security and then had to sheepishly admit that to the gate staff, who made me wait until everyone else had boarded before handing me another copy they had printed up. But at least is was doable, and I got on the flight.
I've checked in online and then printed up a boarding pass at the kiosk, no problem.
One time a several years ago I actually lost my paper boarding pass sometime after security and then had to sheepishly admit that to the gate staff, who made me wait until everyone else had boarded before handing me another copy they had printed up. But at least is was doable, and I got on the flight.
Sep 5, 2018, 4:12 am
#95
Join Date: Jan 2005
Location: YOW
Programs: AC SEMM; AA,DL, Hyatt and Starwood. Ex-status:SQ PPS,CSA,Hilton,AA,UA
Posts: 743
Interesting find @Finkface on the "obtained boarding pass" rules. Unfortunate, and not very customer friendly, but I can see the point especially at small airports where checkin desk staff move on to other duties at T-whatever after closing the flight.
For better or worse, an awful lot of the unpleasantness of travel is smoothed over by the reasonable exercise of discretion by staff, when they are able. So I've definitely had BPs (re)printed past cutoff time, just like I've been rebooked in ways which went beyond what I was strictly entitled to. The flip side of discretion is inconsistency, which feels unfair when you get stuck with the wrong side of it.
A number of posters have commented how they continue to always use paper BP. Personally, I don't think that's necessary - I don't think they really bring any benefit that can't these days be achieved with making sure you have an offline electronic BP (e.g. screenshot or in wallet or equivalent), and at least for my travelling patterns, it's well less than 1/2 the time I have easy access to a printer anyway.
For better or worse, an awful lot of the unpleasantness of travel is smoothed over by the reasonable exercise of discretion by staff, when they are able. So I've definitely had BPs (re)printed past cutoff time, just like I've been rebooked in ways which went beyond what I was strictly entitled to. The flip side of discretion is inconsistency, which feels unfair when you get stuck with the wrong side of it.
A number of posters have commented how they continue to always use paper BP. Personally, I don't think that's necessary - I don't think they really bring any benefit that can't these days be achieved with making sure you have an offline electronic BP (e.g. screenshot or in wallet or equivalent), and at least for my travelling patterns, it's well less than 1/2 the time I have easy access to a printer anyway.
Sep 5, 2018, 4:28 am
#96
Join Date: May 2006
Location: PMD
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Posts: 2,910
The number of times I've arrived at SFO, they ask where I'm going, I say "Vancouver", they get a worried look on their face, then I say "I'm already checked in and just need a boarding pass", followed by an expression of relief, is beyond what I can count on my fingers.
Sep 5, 2018, 7:32 am
#97
Original Poster
Join Date: Sep 2009
Location: YYZ
Programs: AC SE MM, Bonvoy Plat, Hilton G,Nexus, Amex MR Plat,IHG Plat
Posts: 4,422
Not comparable. SFO has a constant stream of flights that result in check in counters open continuously. SJC is apparently a station where AC counters are open/kiosks are turned on only during check in periods, and are shut down because the same check in agents become gate/boarding agents.
Sep 5, 2018, 8:11 am
#98
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Join Date: Nov 2007
Location: YVR
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Posts: 2,478
TSA sees this all the time, and with hand-printed BP, escort from check-in supervisor, and engagement with TSA supervisor, this could have been solved.
shame on AC for less than effective mgmt of their local staff - regardless of contract or not.
Sep 5, 2018, 8:29 am
#99
Original Poster
Join Date: Sep 2009
Location: YYZ
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Posts: 4,422
I wonder what would have happened if the friend had said, I already checked in, but I need you to please re-print my boarding pass.
I've checked in online and then printed up a boarding pass at the kiosk, no problem.
One time a several years ago I actually lost my paper boarding pass sometime after security and then had to sheepishly admit that to the gate staff, who made me wait until everyone else had boarded before handing me another copy they had printed up. But at least is was doable, and I got on the flight.
I've checked in online and then printed up a boarding pass at the kiosk, no problem.
One time a several years ago I actually lost my paper boarding pass sometime after security and then had to sheepishly admit that to the gate staff, who made me wait until everyone else had boarded before handing me another copy they had printed up. But at least is was doable, and I got on the flight.
The kiosks were shut down as the flight was now 'closed' so he could not reprint at the kiosk.
Sep 5, 2018, 10:14 am
#100
Join Date: Aug 2013
Location: YVR - MILLS Waypoint (It's the third house on the left)
Programs: AC*SE100K, wood level status in various other programs
Posts: 6,226
A number of posters have commented how they continue to always use paper BP. Personally, I don't think that's necessary - I don't think they really bring any benefit that can't these days be achieved with making sure you have an offline electronic BP (e.g. screenshot or in wallet or equivalent), and at least for my travelling patterns, it's well less than 1/2 the time I have easy access to a printer anyway.
A lot of the time when I showed up with my screenshot or whatever, the GA printed out a paper BP anyway so they could scrawl or stamp their doc check 'okay'. Variable as hell, depending on the station and/or *A partner, but much like the whole Nexus/Passport doc acceptance thing, it made really question what I gained via the app other than portable OLCI.
The paper BP is also handy during the periodic "I think you may be sitting in my seat" conversation which happens a lot on some aircraft.
Sep 5, 2018, 12:57 pm
#102
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Location: YVR
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Posts: 2,478
let's not forget the US is pretty much at full employment, and thus service levels are always dependent who is on the front line, who gets hired, how they are managed and incentivized - clearly AC needs better supervisory attention at this station.