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-   -   AA / aa.com Losing Known Traveler / KTN# in individual trip issues (https://www.flyertalk.com/forum/american-airlines-aadvantage/1784646-aa-aa-com-losing-known-traveler-ktn-individual-trip-issues.html)

Keith Flyer Maven Jul 8, 15 1:12 pm

AA / aa.com Losing Known Traveler / KTN# in individual trip issues
 
Anyone else have this problem, or an idea for a solution?

Purchased ticket. Logged into AA.com to add my KTN and phone number, hit 'SAVE', log out. Subsequently, I logged back in and both the numbers are missing from their respective fields. Tried this several times and it keeps happening.

I know this isn't a tech support site, but I'm wondering if anyone else has experienced this before? Is this an issue with the settings on my computer, or an AA interface problem?

thanks,

keith

AAMillionaire Jul 8, 15 5:10 pm

This may or may not apply but here's a possibility:

I recently tried to change something in my aa.com profile. It wasn't "sticking" then I realized that the system wanted me to answer secret questions before saving anything.

Go back and try it again. Be sure to check if there is an error message indicating that you need to answer secret questions.

Hope that helps.

Keith Flyer Maven Jul 9, 15 3:36 pm

That did it.

You are a genius.

As for me...

Sorry for that 5 seconds of everyone's life....

AAMillionaire Jul 9, 15 11:48 pm


Originally Posted by Keith Flyer Maven (Post 25094024)
That did it.

You are a genius.

As for me...

Sorry for that 5 seconds of everyone's life....

I'm glad that helped!

Genius? Ha! Not so much!

But thanks for the recognition. I'm happy to have helped a fellow traveler.

txrus Aug 14, 16 7:37 am

AA Losing KTN# in individual trip
 
Good morning,

Got up this morning to find the following e-mail from AA:

We know TSA PreCheck is important to you. We noticed a mismatch that may prevent you from getting TSA PreCheck on your trip. Here’s what to do before you check in: Go to www.dhs.gov/tt, choose your Trusted Traveler program and log in. Verify your known traveler number, and the name, date of birth and gender in your Trusted Traveler program account. Next, go to www.aa.com/trips log in, find your upcoming trip and ‘Add/edit passenger information.’ Your known traveler number should begin with 98 or TT and end with 7 letters/numbers. Double check that the letters/numbers are correct and in the right order. Also, check that the name, date of birth and gender match exactly with the information in your Trusted Traveler program account. If you booked on another site or with a travel agent, please contact them to verify your passenger details and known traveler number. Thank you for choosing American Airlines. We look forward to seeing you onboard.

Logged into TSA PC & everything is fine-they still know me & I'm still approved.

Logged into AA & my KTN# is in my profile, but just for giggles, went into the pax details section of my trip tomorrow & my KTN, which I manually re-enter every time I book, had been x'd out (in checking further, this was the case w/every trip I have coming up, as it turns out). Manually re-entered it, again, & got the 'Success! Your changes have been saved'. Except, it turns out, they weren't when I looked a few minutes later-the number was x'd out again.

Anyone else get this e-mail or notice this in your individual trip records?

ChiFlyer Aug 14, 16 8:14 am

Are the Xs just AA.com's way of hiding the number which may still be there? I have seen other systems do that with information like social security number. Just a thought.

AAExpDFW Aug 14, 16 11:16 am

I just checked my upcoming trips and my aa.com profile. My KTN is NOT X'd out. Seems like an issue.

Suggest you access your aa.com profile and update it there. And then update your upcoming reservations. The profile drives your future reservations. The Xs in the profile is the problem....

txrus Aug 14, 16 11:56 am


Originally Posted by AAExpDFW (Post 27063148)
I just checked my upcoming trips and my aa.com profile. My KTN is NOT X'd out. Seems like an issue.

Suggest you access your aa.com profile and update it there. And then update your upcoming reservations. The profile drives your future reservations. The Xs in the profile is the problem....

It's fine in my profile-not x'd out. It's the pax info in the individual reservation where it is x'd out.

SpammersAreScum Aug 14, 16 12:55 pm


Originally Posted by txrus (Post 27063341)
It's fine in my profile-not x'd out. It's the pax info in the individual reservation where it is x'd out.

For my upcoming flights, the "passenger information" for those flights does not have the KTN x'd.

AAExpDFW Aug 14, 16 1:58 pm


Originally Posted by txrus (Post 27063341)
It's fine in my profile-not x'd out. It's the pax info in the individual reservation where it is x'd out.

I checked and mine are not X'd out on the actual reservation. Hence I think that's the problem. Do you book directly with AA or aa.com?

I'd go back to the source of your booking and make sure your KTN is properly typed in there. Back in the day when I had to use Orbitz for Business, they admitted to having a problem sending KTNs to AA (cutting off the last digit). They eventually fixed it but until they did I had to update them manually on aa.com after the booking had been ticketed.

txrus Aug 14, 16 2:02 pm


Originally Posted by AAExpDFW (Post 27063841)
I checked and mine are not X'd out on the actual reservation. Hence I think that's the problem. Do you book directly with AA or aa.com?

I'd go back to the source of your booking and make sure your KTN is properly typed in there. Back in the day when I had to use Orbitz for Business, they admitted to having a problem sending KTNs to AA (cutting off the last digit). They eventually fixed it but until they did I had to update them manually on aa.com after the booking had been ticketed.

All booked on AA.com directly-been years since I booked a ticket anywhere else.

Called the EXP desk & 'Elaine' said she is also seeing it x'd out & cannot get it to stick when she enters it manually.

JSSAUCE Aug 14, 16 3:35 pm


Originally Posted by txrus (Post 27062236)
Good morning,

Got up this morning to find the following e-mail from AA:

We know TSA PreCheck is important to you. We noticed a mismatch that may prevent you from getting TSA PreCheck on your trip. Here’s what to do before you check in: Go to www.dhs.gov/tt, choose your Trusted Traveler program and log in. Verify your known traveler number, and the name, date of birth and gender in your Trusted Traveler program account. Next, go to www.aa.com/trips log in, find your upcoming trip and ‘Add/edit passenger information.’ Your known traveler number should begin with 98 or TT and end with 7 letters/numbers. Double check that the letters/numbers are correct and in the right order. Also, check that the name, date of birth and gender match exactly with the information in your Trusted Traveler program account. If you booked on another site or with a travel agent, please contact them to verify your passenger details and known traveler number. Thank you for choosing American Airlines. We look forward to seeing you onboard.

Logged into TSA PC & everything is fine-they still know me & I'm still approved.

Logged into AA & my KTN# is in my profile, but just for giggles, went into the pax details section of my trip tomorrow & my KTN, which I manually re-enter every time I book, had been x'd out (in checking further, this was the case w/every trip I have coming up, as it turns out). Manually re-entered it, again, & got the 'Success! Your changes have been saved'. Except, it turns out, they weren't when I looked a few minutes later-the number was x'd out again.

Anyone else get this e-mail or notice this in your individual trip records?


I received this email for the first time last week. All is good on the TSA profile side, same as you, but always an issue in my AA passenger details for every trip.

What I do, and it's a bit of a pain, is directly prior to me checking in on the AA App, I login to aa.com, go to the trip, and click on the add/edit passenger details, then take out the KTN and re- enter it, save, the Checkin. The number is typically all xxxxxxxxx or ****xxxxx, this exact format, 1 time my actual KTNnwas there. I can recall 3 times this year I did not do this and did not receive pre, I needed to have the counter re-do, add mt KTN, and reprint, so I always do it now. Not the worst thing to happen, but I do need to do this 3-4 times a week!

Hope this helps.

txrus Aug 14, 16 3:49 pm


Originally Posted by JSSAUCE (Post 27064248)
I received this email for the first time last week. All is good on the TSA profile side, same as you, but always an issue in my AA passenger details for every trip.

What I do, and it's a bit of a pain, is directly prior to me checking in on the AA App, I login to aa.com, go to the trip, and click on the add/edit passenger details, then take out the KTN and re- enter it, save, the Checkin. The number is typically all xxxxxxxxx or ****xxxxx, this exact format, 1 time my actual KTNnwas there. I can recall 3 times this year I did not do this and did not receive pre, I needed to have the counter re-do, add mt KTN, and reprint, so I always do it now. Not the worst thing to happen, but I do need to do this 3-4 times a week!

Hope this helps.

You shouldn't have to do this even 1/week, never mind 3-4 times/week. It confirms my suspicion that this is AA's problem, not yours or mine.

I also wonder if their outsourcing of their entire web services dept to Asia has anything to do w/this? Also noticed today that when doing the on-line Contact AA, none of my personal info is coming up to prefill the contact info, even though I am logged in. :td:

Ambraciot Aug 18, 16 1:46 pm

I never bothered to get a KTN, but usually get Pre-Check through EXP. I just checked my international flights a week from now and on Labor Day and the reservation KTN boxes are full of Xs...

TheJACKedViking Aug 18, 16 2:19 pm

In each individual reservation of mine It'll show my KTN as X'd out with the exception of the last 4 digits. In my traveler profile it shows my full KTN.

I have not had a problem receiving Pre-Check as a result of this. This has been occurring for at least a month on my reservations. I figure its just a security measure to protect sensitive information.

controller1 Aug 18, 16 8:38 pm


Originally Posted by txrus (Post 27062236)
. . .

Logged into AA & my KTN# is in my profile, but just for giggles, went into the pax details section of my trip tomorrow & my KTN, which I manually re-enter every time I book, had been x'd out (in checking further, this was the case w/every trip I have coming up, as it turns out).
. . .

If your KTN is in your AA profile, what is the purpose of you manually re-entering the number every time you book? :confused:

JSSAUCE Aug 18, 16 8:45 pm


Originally Posted by controller1 (Post 27086286)
If your KTN is in your AA profile, what is the purpose of you manually re-entering the number every time you book? :confused:

My KTN is in my AA profile, I also book through Concour and it's in their as well. If I check in on I do not receive Pre unless I go into my profile and re-enter. FYI I have taken flights on other airlines and have no issues. No it could be fixed, but I just go in and re-enter to be safe before I check in.

controller1 Aug 18, 16 8:50 pm


Originally Posted by JSSAUCE (Post 27086309)
My KTN is in my AA profile, I also book through Concour and it's in their as well. If I check in on I do not receive Pre unless I go into my profile and re-enter. FYI I have taken flights on other airlines and have no issues. No it could be fixed, but I just go in and re-enter to be safe before I check in.

But OP states flights are all booked on AA.com. I also book all my flights on AA.com. Since receiving my KTN 18 months ago and entering it on my AA profile, I have received Pre-check 100% of the time and I have never manually entered my KTN when booking a reservation.



Originally Posted by txrus (Post 27063855)
All booked on AA.com directly-been years since I booked a ticket anywhere else.
. . .


Danwriter Oct 13, 16 7:23 am

This:
"We noticed a mismatch that may prevent you from getting TSA PreCheck on your trip."
...showed up today.
It also advises me to " Go to www.dhs.gov/tt, choose your Trusted Traveler program and log in." However, there is no log-in link on the page. I called TSA's press office and was told that this was a mass mailing by American, and that they'd (TSA) gotten a number of calls on it. She said everything's likely fine. I checked my pax info on the flight for tomorrow and all of it was correct. The KTN was XXXX-ed, as others on this thread have reported, which is as it should be. I called AA and the CSR confirmed that others have called about the email, and that they had also expressed frustration about no obvious (we may all be missing it somehow) log-in link on the TSA page. Since all looks good otherwise, the the thing to do is check my e-boarding pass tonight after OLCI for tomorrow's flight.

Updated after OLCI: No PreCheck symbol on BP. AA CSR says they've been hearing about it today. All my correct info is in my profile.

JDiver Oct 13, 16 8:37 am

There are times a KTN may not carry over when a ticket is handled. I hope we get more reports here to determine when those times are. SDFC? Etc.

thetaxman Oct 13, 16 9:49 am

It's been continuously disappearing for a few weeks now. All tickets booked through AA.com.

Always get to the airport and ask them to re-enter - works nearly every time and the boarding pass re-print will have the Pre-Check wording. I also got the email referred to above.

Danwriter Oct 13, 16 5:43 pm

This sheds some light on the problem:

http://wtop.com/travel/2016/06/no-ts...-might-be-why/

and puts the blame squarely on AA's shoulders:
"American Airlines has taken the unusual step of vetting all passengers with a known traveler number in their AAdvantage frequent flier profile or reservation through TSA databases 72 hours prior to departure. If those travelers aren’t granted PreCheck in the test run, American sends them an email notifying them of the mismatch and to double check the information."

It's apparently something none of the other carirers are doing. It disrupts a systems that seems to working fine otherwise and creates problems for pax.


Heard back from TSA this morning. They helpfully sent me a link to enroll in PreCheck.

Danwriter Oct 14, 16 12:03 pm

Heard back from TSA via Twitter, and tis sheds even more light:

"---great news! We were just informed that the issues with TSA Pre✓® on Trans State Airlines flights through American Airlines has been resolved. Please reprint your boarding pass to receive the TSA Pre✓® indicator. Let us know if you have any questions. Safe travels!"

It appears to be a contract-carrier issue. Another fun way to spend a few hours.

AANYC1981 Oct 14, 16 12:10 pm


Originally Posted by Danwriter (Post 27346509)
Heard back from TSA via Twitter, and tis sheds even more light:

"---great news! We were just informed that the issues with TSA Pre✓® on Trans State Airlines flights through American Airlines has been resolved. Please reprint your boarding pass to receive the TSA Pre✓® indicator. Let us know if you have any questions. Safe travels!"

It appears to be a contract-carrier issue. Another fun way to spend a few hours.

Yep I had the same issue and got that e-mail from AA when flying Trans State.....TSA confirmed via Twitter there was nothing wrong with my KTN.

danohio Oct 14, 16 12:11 pm


Originally Posted by Danwriter (Post 27346509)
Heard back from TSA via Twitter, and tis sheds even more light:

"---great news! We were just informed that the issues with TSA Pre✓® on Trans State Airlines flights through American Airlines has been resolved. Please reprint your boarding pass to receive the TSA Pre✓® indicator. Let us know if you have any questions. Safe travels!"

It appears to be a contract-carrier issue. Another fun way to spend a few hours.

That explains why I missed for the first time in 3 years on two Trans States flights this week.

Danwriter Oct 15, 16 10:05 am

And more...
 
Just to wrap up the experience that I first reported two days ago, after @AskTSA determined that the problem lay with Trans States:

After AskTSA notified me that they had found and corrected the AE/AA problem, I then re-generated my BP through the AA app and the PreCheck symbol was visible. When I got to the LGA AC, I showed the Twitter responses to the front desk. Not only had they been fielding inquiries about it, but several other flyers at the desk also reported their similar experiences. No reports of issues from those on AE contract carriers other than Trans States.

The problem seems to have been (and perhaps still is) an IT issue between TS and AA. Not surprising, considering the ongoing post-meger IT reconciliation and other problems it has spawned (many of which have been experienced on the AA website). But it suggests that more unseen IT landmines may await. And I was happily surprised that a) this wasn't a TSA-rooted problem and b) that TSA's Twitter team was reponsive and accurate, the exact opposite of AA.

estnet Sep 6, 19 7:56 pm

AA deleted my known traveler number - nobody know how!
 
Recently flew USA - EUROPE, no problem, pre- check on boarding pass. Return 2 weeks later - get SSSS - weird I think, but "oh well", global entry asks which flight I was on - never happened so I ask if my known number is not in my record - agent says he "can't say". So I notice no pre check on my connection, go to AA agent who says number is not in my account and she can't see it if it's in my profile - well it's been there for years....
While I'm looking it up for her to enter she somehow miraculously finds it and reprints bp which now shows pre-check - but no one can tell me how it ever got deleted in the first place.
Does anyone have a clue?

Dr. HFH Sep 6, 19 8:40 pm


Originally Posted by estnet (Post 31499255)
Recently flew USA - EUROPE, no problem, pre- check on boarding pass. Return 2 weeks later - get SSSS - weird I think, but "oh well", global entry asks which flight I was on - never happened so I ask if my known number is not in my record - agent says he "can't say". So I notice no pre check on my connection, go to AA agent who says number is not in my account and she can't see it if it's in my profile - well it's been there for years....
While I'm looking it up for her to enter she somehow miraculously finds it and reprints bp which now shows pre-check - but no one can tell me how it ever got deleted in the first place.
Does anyone have a clue?

I think that your thread title is unfair. It implies that AA did something with the purpose of deleting your number; and you have no information to that effect. Wait until you find out what happened before you assign blame.

JJeffrey Sep 6, 19 8:43 pm

$ hit happens.

freeagent Sep 6, 19 8:45 pm

Global Entry doesn't exempt you from getting SSSS or a second look from CBP, its happened to me a few times. Sometimes reentering your KTN fixes the issues with getting TSA Pre, but I think this was more of an IT glitch then someone maliciously deleting your number.

AANYC1981 Sep 6, 19 9:10 pm

Every time I use the kiosk it has a prompt to enter my KTN despite that I already have PreCheck and checked in via the App....makes no sense.

estnet Sep 6, 19 9:34 pm


Originally Posted by freeagent (Post 31499381)
Global Entry doesn't exempt you from getting SSSS or a second look from CBP, its happened to me a few times. Sometimes reentering your KTN fixes the issues with getting TSA Pre, but I think this was more of an IT glitch then someone maliciously deleting your number.

Yes that's what I thought at first about the S, but not having my flight number appear at the kiosk when I arrived in the US(tho I didn't realize it until the guy asked me my flight) then not having pre-check on my bp led me to ask AA if my number was in the record.
I've had known traveler for around 9 years and it's never not been in my record so - just wondering how this could happen - esp. if it's just one case and not a bunch (eg some IT glitch that deleted a bunch of kt numbers in some ?update or...........)
No one at AA seems to know how it was in my profile but not transferred to this record (asked if I used travel agent, etc. - but res was made on aa.com so should be automatic).
Seems strange that whatever IT glitch happened only affected one traveler - was wondering if it had happened to others in the past few days.

estnet Sep 6, 19 9:36 pm


Originally Posted by AANYC1981 (Post 31499444)
Every time I use the kiosk it has a prompt to enter my KTN despite that I already have PreCheck and checked in via the App....makes no sense.

Do you have global entry? Do you mean the ge kiosk or those other ones that anyone can use? If ge that is truely weird.

For years when I use ge kiosk it states what flight I was on and asks if this is correct - I hadn't registered that it didn't happen this time until I was asked.

estnet Sep 6, 19 9:39 pm


Originally Posted by Dr. HFH (Post 31499371)
I think that your thread title is unfair. It implies that AA did something with the purpose of deleting your number; and you have no information to that effect. Wait until you find out what happened before you assign blame.

Not assigning any blame - and no one at AA has a clue how this could have happened or why.

AANYC1981 Sep 6, 19 9:46 pm


Originally Posted by estnet (Post 31499514)
Do you have global entry? Do you mean the ge kiosk or those other ones that anyone can use? If ge that is truely weird.

For years when I use ge kiosk it states what flight I was on and asks if this is correct - I hadn't registered that it didn't happen this time until I was asked.

No I meant the general use kiosks....why does it ask
me to enter my KTN when I already have it saved in my AA profile, have already checked in and have a mobile BP stating I’m precheck....AA IT at its finest....

TWA884 Sep 8, 19 6:10 pm


Originally Posted by AANYC1981 (Post 31499530)
No I meant the general use kiosks....why does it ask
me to enter my KTN when I already have it saved in my AA profile, have already checked in and have a mobile BP stating I’m precheck....AA IT at its finest....

Bad programming.

It happens to me every time that check in or print a boarding pass at a kiosk. I simply ignore it. My KTN is in my profile and so far I've had the PreCheck designation on every boarding pass which I have been issued since I got Global Entry.

iadisgreat Sep 8, 19 9:02 pm


Originally Posted by TWA884 (Post 31504874)
Bad programming.

It happens to me every time that check in or print a boarding pass at a kiosk. I simply ignore it. My KTN is in my profile and so far I've had the PreCheck designation on every boarding pass which I have been issued since I got Global Entry.

Never had this issue.


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