crazy8534

Disappointing!
I had my suspicions…

Phlyer2

Not the same, but checking in with other half and two small people. Boarding passes printed at LHR T5 as we checked in luggage. Went through security, and one of the boarding cards beeped. Agent took all four passes and passports and waived us through. Only when getting to the lounge did we realise we had two boarding passes for my son and none for me. So, I basically got through to airside without a boarding pass. Not great either.

stifle

Indeed. Said obligations do not extend to informing the passenger what the outcome of any investigation was, but do extend to not informing the passenger of any disciplinary or management action that may be taken with respect to members of staff.

stifle

There would be no reason to rescreen the passengers or their baggage as everyone on the plane would have been adequately screened already and there is no suggestion contraband could have been introduced into the airside area, although there would perhaps be an argument for deboarding all passengers and reboarding them again, checking their IDs properly this time.

Jimmie76

Going on a family holiday from LHR and once we’d all checked in, passports and boarding passes were distributed. We then went to differing places before going to the lounge. When I approached security the woman on the desk looked at me and then my passport/boarding pass and laughed. She asked did I know Mrs Jimmie76 Snr and I said yes that’s my mum. Well she’s looking very good for her age but you’ve got her passport and BP. I video called her and she was already in the lounge mystified as to what I was on about. Agent says as she can see her on my screen clearly in the lounge it’s fine for me to go through but don’t forget to swap the documents back before boarding.

We of course didn’t until we were at the gate and about to go through. Rest of the family have gone through and it’s just mum and I to go. She approached the desk and I suddenly realised we hadn’t swapped. So to the confusion of the gate agent we handed each other the others passport and BP.

Weary Nomad

Something similar happened to my wife some years ago when she was travelling with a friend. Both boarding cards handed over at the check-in desk were in the friend's name and my wife had not noticed. They both managed to get all the way to boarding the aircraft and the discrepancy was only picked up by the cabin crew who noticed the same name on consecutive boarding cards. My wife had to stand aside while the gate team went off to figure out what had happened and returned with a new boarding card for her. Fortunately this happened during the days when boarding cards were checked by cabin crew on boarding otherwise my wife might have been able to travel out but would have had her return flight cancelled as a no show. Since then boarding cards get checked very thoroughly

testycal

My recent experience is gate agents being trained more so now to not handle a passenger passport, but rather have the passenger open it to the photo page and the agent scans the boarding pass. I know of at least one situation of a client in Italy who was flying Ryanair, obeying the usual just dump your "paperwork" on the gate agent, an issue arose during the interaction, the agent hanging on to the person's passport, for some reason, and the passport then being handed to another unrelated passenger that led to the client's partner being offloaded and creating a mess ..ie head to consulate, additional accommodation, etc ...the passport was evenutally found at the client's destination airport it having been handed in to security there but it had been invalidated, leaving the client having to renew. Moral of the story...hang on to your passport while transiting boarding process and ensure you have your documents in hand before boarding..takes 30 seconds to organize yourself and saves a potential nightmare.

YYZ1313

I've been given a boarding pass for someone else by an agent once. I only noticed while walking to security and looking at my BP. I went back to the check-in desk and the agent apologized and re-issued the correct BP.

orbitmic

Read my post. You keep insisting on referring to something different to what I say the op should ask for. The company has clear obligation in terms of answering whether a data breach occurred and what was compromised. My point os not theoretical, I was unfortunate enough to
Be the victim of a breach of my private data (nothing to do with airlines) so had to familiarise myself with my rights and obtain information about the full extent of the breach to decide on what mitigation I needed.

Anywat, I’ll stop this here, if the op wants to follow your advice and not ask that’s fine, if they want yo follow mine and make a formal complaint to Ba as I suggested, as I said, Ba will have a data controller who knows exactly what information they can and have to provide.

Confus

One possibly helpful thing to add is that Amadeus does retain security audit logs (as one would expect). So the right people in BA will be able to see who was logged in when the duplicate BP was printed and the exact machine that printed it.

WeekendTraveler

I’ve printed a boarding pass and dropped it by accident, or printed a boarding pass at a kiosk and walked away without logging out or otherwise ending the transaction. Either of those would allow someone to get your boarding pass. I wouldn’t necessarily blame staff.

adambrau

I'm pretty sure the mistake occurred with the boarding agent.

If the first pax had another boarding pass for another flight, the scanner should indicate WRONG FLIGHT. He should never have been boarded. Sounds like the agent manually boarded the first pax who was supposed to be on KLM.

Then, when you scanned your boarding pass, the scanner showed ALREADY BOARDED.

In both scenarios, neither of you should have been allowed to board without further investigation.

Sounds like human error. Mistakes do happen, although this is a pretty bad one and usually airlines will at least do an internal investigation and sit the agent down for a chat. At the very least.

Strawb

This was a serious breach of security protocols and, to a lesser extent, a breach of GDPR. What if I had fallen asleep in the lounge? I had two bags checked through to LHR and that would have been a big no no for an airline to accept bags without the correct passenger onboard. This definitely warrants an internal investigation. Just for the record, I'm not seeking compensation at all. Obviously the crew handled the situation correctly and I have to say the cabin Manager was a delight.

lost_in_translation

The OP's boarding pass was issued in HKG before connecting to AMS as clearly stated in their original post, how exactly you think the passenger flying from Uganda to AMS managed to somehow use a non-existent kiosk at HKG after the OP I'm not clear...

A mistake does seem to have occurred with a gate agent failing to confirm passport details match boarding pass. I don't think you can conclusively say that's the only mistake here, though, as it's not clear how the other passenger obtained the OP's boarding pass and it wasn't necessarily from a gate agent. In addition, you would hope a passenger would notice if their boarding pass was issued in a completely different name.

SpeedbirdLHR

While this does need to be investigated and will be, this is what is known as a mid-ID. Sadly it’s not uncommon and happens when agents don’t properly check documents or get distracted.

In this case it sounds like the customer was rebooked onto the BA flight and sent to the gate for the boarding pass. The fact that the crew said that he was good to travel and mean to be on the flight supports this. Had the op been the first to bird, then this customer would have flagged when boarding just as the op did. Sadly, the agent didn’t follow the correct process which would have been to cross check in system when boarding pass was first scanned, confirmed they had right customer and then either get someone to go with customer to aircraft to cross check.