BA checked-in someone else instead of me
Oct 4, 2021, 10:53 am
#16
Join Date: Feb 2005
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It sounds like it was brought to several people's attention as the OP progressed through the system - check-in, security, lounge, on board - they all seemed to have been aware
Oct 4, 2021, 12:27 pm
#17
Join Date: Sep 2010
Location: Las Vegas
Programs: BA Gold; Hilton Honors Diamond
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I had a very similar issue years ago when flying back from DXB to BRU via LHR. I wasn't able to check in online, and had to go to the desks at Dubai. There the agent was adamant I was already checked in. However, they issued me with a BP for my DXB - LHR flight. When I asked about the LHR - BRU segment and could I have the BP for that too there was more confusion, lots of head shaking, a flat out denial I was going to BRU but after I showed them my booking they went ahead and issued me the BP.
I stepped back from the desk to review everything. Firstly, I was booked in WTP but had a BP for Club World - so I assumed I had been upgraded. I then noticed that my BAEC number and status was wrong. I went back to the desk, and was issued a new BP for the same seat in CW but with my correct BAEC number and status showing. FWIW the name on the BP was correct - first name and last name were mine.
I then went to the lounge. The agent there seemed confused when I showed her the BP and then asked if my wife's bags needed to be checked through to BRU as well. I explained that I wasn't married, that I hadn't checked any bags in, and then mentioned the debacle at check-in regarding the BPs etc. etc. It was at that point that the penny dropped and BA realised there were two passengers on the flight with the same name and - so I was told - date of birth. With this being something that the lounge couldn't sort out I was advised to head to the gate. When I got to the gate my BP was scanned and because my alter ego had already boarded I got the dreaded beep and red light. I was unceremoniously issued with my WTP boarding pass and basically fobbed off with every excuse you could imagine.
Now, on the one hand, I was flying in WTP having paid for WTP but the whole experience was very badly handled. I had flagged up the possibility of an error time after time but each time the implication was that I was confused, mistaken etc.. BA was adamant I had already checked in and had my BP, so why would I be at the counter insisting that I wasn't? Why did the missing BRU sector on the booking not prompt someone to dig deeper? Why did the incorrect BAEC number not send up a red flag?
I spoke with the CSD after we'd departed and he wasn't happy either. He told me that had I boarded first, before the passenger with the same name, then he'd have allowed me to remain in CW. He also said that such mistakes did occur from time to time but usually at somewhere like LHR with thousands of passengers per day, not at an outstation such as DXB with 2 or 3 flights per day.
I stepped back from the desk to review everything. Firstly, I was booked in WTP but had a BP for Club World - so I assumed I had been upgraded. I then noticed that my BAEC number and status was wrong. I went back to the desk, and was issued a new BP for the same seat in CW but with my correct BAEC number and status showing. FWIW the name on the BP was correct - first name and last name were mine.
I then went to the lounge. The agent there seemed confused when I showed her the BP and then asked if my wife's bags needed to be checked through to BRU as well. I explained that I wasn't married, that I hadn't checked any bags in, and then mentioned the debacle at check-in regarding the BPs etc. etc. It was at that point that the penny dropped and BA realised there were two passengers on the flight with the same name and - so I was told - date of birth. With this being something that the lounge couldn't sort out I was advised to head to the gate. When I got to the gate my BP was scanned and because my alter ego had already boarded I got the dreaded beep and red light. I was unceremoniously issued with my WTP boarding pass and basically fobbed off with every excuse you could imagine.
Now, on the one hand, I was flying in WTP having paid for WTP but the whole experience was very badly handled. I had flagged up the possibility of an error time after time but each time the implication was that I was confused, mistaken etc.. BA was adamant I had already checked in and had my BP, so why would I be at the counter insisting that I wasn't? Why did the missing BRU sector on the booking not prompt someone to dig deeper? Why did the incorrect BAEC number not send up a red flag?
I spoke with the CSD after we'd departed and he wasn't happy either. He told me that had I boarded first, before the passenger with the same name, then he'd have allowed me to remain in CW. He also said that such mistakes did occur from time to time but usually at somewhere like LHR with thousands of passengers per day, not at an outstation such as DXB with 2 or 3 flights per day.
Oct 4, 2021, 1:23 pm
#18
Original Poster
Join Date: Aug 2016
Location: London, UK
Posts: 136
The station manager was fully aware of the issue from the start but he didn't try to resolve it, only the crew onboard tried to investigate the issue.
Oct 4, 2021, 1:26 pm
#20
Original Poster
Join Date: Aug 2016
Location: London, UK
Posts: 136
It was at RUH.
Oct 4, 2021, 4:42 pm
#21
Join Date: Jul 2012
Posts: 2,235
When I arrived at the airport's check-in, I was told that I was already issued a paper boarding pass and checked one bag which I obviously didn't. After much waiting at the check in desk, the staff issued me a boarding pass and checked in my two bags. When I tried to enter the passport control and security area, the airport security stopped me from going through as they said someone else with my name already entered. BA check-in agent then escorted me and waved me through and all was good so far. Then when I tried to access the lounge, I was denied access saying I already entered the lounge which truly puzzled me. Once onboard in CW, the cabin manager approached me saying someone else is sitting here and I need to check my boarding pass to find my correct seat.
Oct 4, 2021, 10:01 pm
#22
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I had this happen to me back in 2006 flying CPT-LHR. The airport experience was a complete faff due to a power outage on the Western Cape. The check-in area was in darkness and it took 90mins to get from the curb to the lounge when in F...
Anyways, onboard I was settled in and one of the FAs who was standing with another passenger asked to see my boarding pass. I showed them it and my passport and I could see this other passenger had an exact copy of my boarding pass. My name, BAEC number, seat number etc. Luckily there was a spare seat at the back of the F cabin for him but I'm still not sure how he got past exit immigration, possible the lounge and the gate as well because I'm 99.9% certain he didn't have the same name as me...My best guess is that in the complete chaos of the terminal that morning it just slipped by and mismatch was overriden where necessary.
Anyways, onboard I was settled in and one of the FAs who was standing with another passenger asked to see my boarding pass. I showed them it and my passport and I could see this other passenger had an exact copy of my boarding pass. My name, BAEC number, seat number etc. Luckily there was a spare seat at the back of the F cabin for him but I'm still not sure how he got past exit immigration, possible the lounge and the gate as well because I'm 99.9% certain he didn't have the same name as me...My best guess is that in the complete chaos of the terminal that morning it just slipped by and mismatch was overriden where necessary.
Oct 5, 2021, 11:11 am
#24
Join Date: Oct 2014
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I have not known it to happen with different names
I have known it to happen (several times) to someone with an unusal name, but who seems to occassionally be on the same flight (to Glasgow) as someone else with the same unusual name.
I have known it to happen (several times) to someone with an unusal name, but who seems to occassionally be on the same flight (to Glasgow) as someone else with the same unusual name.
Nov 6, 2021, 10:53 am
#25
Original Poster
Join Date: Aug 2016
Location: London, UK
Posts: 136
BA's response, seems like loads of bs.
An apology from British Airways
We’re sorry for the problems caused by one of our staff when you were travelling with us from Riyadh. I understand the concern this must have caused you. This isn’t what you should expect when you travel with us, and we understand why you needed to let us know about it. We’d also like to thank you for your patience while we got back to you about this. We don’t underestimate how stressful the airport can be, so we’re particularly disappointed our staff didn’t meet our usual high standards of professionalism.
As you know, the agent at check-in wrongly identified another passenger and incorrectly checked them in for the flight. This error wasn't identified until you reported for check-in. The Duty Supervisor advised he investigated and rectified the issue and issued you with a boarding pass then assisted you to departures. A new boarding card and baggage tag was printed for the passenger who had been incorrectly identified, however the passenger had already cleared immigration and gone through to the boarding area. On his way to the aircraft the Supervisor was was held up at immigration and could not reach the boarding gate on time to give the other passenger his new boarding pass.
Our staff are highly trained so it's very disappointing to learn the team boarding the aircraft didn't notice the error at the gate where the passenger should have been stopped and a new boarding pass issued. We understand your concerns regarding your personal information. Please be assured, we have thoroughly investigated what happened. We have also dealt with the issue internally to ensure this doesn't happen again.
Thanks for taking the time to let us know about this and once again, please accept our apologies for this experience. We hope to welcome you back on board soon. If there’s anything else I can help with, please contact me directly using the blue link below.
We’re sorry for the problems caused by one of our staff when you were travelling with us from Riyadh. I understand the concern this must have caused you. This isn’t what you should expect when you travel with us, and we understand why you needed to let us know about it. We’d also like to thank you for your patience while we got back to you about this. We don’t underestimate how stressful the airport can be, so we’re particularly disappointed our staff didn’t meet our usual high standards of professionalism.
As you know, the agent at check-in wrongly identified another passenger and incorrectly checked them in for the flight. This error wasn't identified until you reported for check-in. The Duty Supervisor advised he investigated and rectified the issue and issued you with a boarding pass then assisted you to departures. A new boarding card and baggage tag was printed for the passenger who had been incorrectly identified, however the passenger had already cleared immigration and gone through to the boarding area. On his way to the aircraft the Supervisor was was held up at immigration and could not reach the boarding gate on time to give the other passenger his new boarding pass.
Our staff are highly trained so it's very disappointing to learn the team boarding the aircraft didn't notice the error at the gate where the passenger should have been stopped and a new boarding pass issued. We understand your concerns regarding your personal information. Please be assured, we have thoroughly investigated what happened. We have also dealt with the issue internally to ensure this doesn't happen again.
Thanks for taking the time to let us know about this and once again, please accept our apologies for this experience. We hope to welcome you back on board soon. If there’s anything else I can help with, please contact me directly using the blue link below.
Nov 6, 2021, 12:01 pm
#26
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
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By BA's standards, that's a pretty comprehensive reply. Usually this would be a lot more generic, but clearly this was investigated and at an out-station I think any training points would be taken on board. Anything with an HR component tends to use this sort of language, there's isn't a lot they can or will say to a passenger.
Nov 6, 2021, 6:18 pm
#28
Join Date: Jun 2012
Location: Scotland, Spain
Programs: Skywards Gold, Amex Plat, SkyTeam Silver
Posts: 1,164
(semi OT) when I was checking in for an EK flight at GLA I got to the checkin desk and was berated (rather loudly) by the checkin agent for trying to use the Business class check-in queue instead of waiting in the standard checkin line when I was not flying J or skywards silver/gold.
After confirming to the checkin agent I was flying J I recieved a rude look, and a second checkin agent who had semi heard the comment came to check.
eventually discovered that I was not the person they thought I was who was travelling Y with a very similar surname. (First 5 letters the same). A bashful apology and off I went to the lounge...
After confirming to the checkin agent I was flying J I recieved a rude look, and a second checkin agent who had semi heard the comment came to check.
eventually discovered that I was not the person they thought I was who was travelling Y with a very similar surname. (First 5 letters the same). A bashful apology and off I went to the lounge...