Online Check-in doesn't complete
Nov 20, 2008 | 5:04 am
#1
Original Poster
Join Date: Feb 2005
Location: Edinburgh UK
Posts: 245
Online Check-in doesn't complete
I'm trying to check in online for a flight tomorrow (less than 24 hours away) and I get all the way through to the end, then when I try to print my boarding pass it gives me a screen which says "THIS IS NOT A BOARDING PASS. You will need to complete your check-in at the airport ticket counter. Reason: Your documention will need to be verified"
I just want to know if the seat I chose during online check-in (an exit) seat is mine, becaese when I view my reservation it says I've still got a seat at the back (row 29).
Also, why would my docs need to be verified at the airport?
I'm flying from the UK to the US, and have a British passport...
Thanks for any info,
sc_uk
I just want to know if the seat I chose during online check-in (an exit) seat is mine, becaese when I view my reservation it says I've still got a seat at the back (row 29).
Also, why would my docs need to be verified at the airport?
I'm flying from the UK to the US, and have a British passport...
Thanks for any info,
sc_uk
Nov 20, 2008 | 6:13 am
#2
A FlyerTalk Posting Legend
Join Date: Apr 2001
Location: PSM
Posts: 69,232
You've answered your own question:
Something has happened recently where CO is forcing a lot more verification of travel documents.
Something has happened recently where CO is forcing a lot more verification of travel documents.
Nov 20, 2008 | 7:28 am
#3
FlyerTalk Evangelist
Join Date: Nov 2003
Location: PVD
Programs: Priority Club Plat
Posts: 12,312
CO Insider has explained this in a fairly recent post. Many passengers, including US citizens, have to have their passport rescanned. My mom has flown internationally on CO on the same passport (same Onepass number, same everything) several times a year for 5-6 years, and she has to have hers rescanned today.
Nov 20, 2008 | 7:40 am
#4
Join Date: Jan 2003
Location: MCO
Programs: DL 1.5MM, Marriott LT Plat, HH Gold, AVIS PPlus
Posts: 564
After flying from the US to UK in October and having no Problem with Intl Check-in on the computer, I flew to Germany last week and received this message, due to the difference between my middle initial on the ticket and middle name being spelled out on the passport. Checked in at the Kiosk, scanned my passport and then had to wait for a co Employee to scan her ID card and verify that the passport matched on a internal screen.
Nov 20, 2008 | 8:27 am
#5
Suspended
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Location: ORD / DUB / LHR
Programs: UA 1K MM; BA Silver; Marriott Plat
Posts: 8,240
Your seat you selected should be held for you even if OLCI doesn't complete - the reservation page doesn't update this.
Best way to check is the seat map on the PDA site or the flight status section of CO.com - see if the seat you picked is now marked as occupied.
Best way to check is the seat map on the PDA site or the flight status section of CO.com - see if the seat you picked is now marked as occupied.
Nov 20, 2008 | 11:07 am
#6
FlyerTalk Evangelist
Join Date: Nov 2003
Location: PVD
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Posts: 12,312
Yes, it's technically checked-in. Just can't print BP until passport is scanned.
Nov 20, 2008 | 11:19 am
#7
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Location: San Francisco/Tel Aviv/YYZ
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CO probably realized they were paying too many fines for bad APIS info
Nov 20, 2008 | 11:27 am
#8
Original Poster
Join Date: Feb 2005
Location: Edinburgh UK
Posts: 245
Thanks for your reply, that's answered my question.
Nov 20, 2008 | 11:53 am
#9
Join Date: Nov 2006
Programs: UA Premier 1K
Posts: 45
Unfortunately, I don't think it is technically checked in. I say this because this has happened to me on my last two flights to central america, and in both cases I was told upon attempt to check in online, that I was unable to and that my docs would need to be verified at the airport. The problem with this is that unless you are checked in, you can not get on the upgrade standby list!!! IMO, CO should circumvent this problem, as it is unfair to prevent access to upgrade simply because of a glitch in the system that is not the pax's fault.
BTW, this is what Scott posted about the issue:
Hi texas gold, we're no longer able to accept manually entered passport information for international online check-in, which would likely explain what happened in your case... and many others'. We needed to make this change to comply with our governmental requirement to provide error-free documentation information (known as "APIS") for international travel. The compliance obligations have recently become very strict.
The good news is that relief is a simple kiosk check-in away. Specifically, if you've used your passport to check in for an international itinerary at one of our airport kiosks, your passport information will be stored and will enable you to check in online for international itineraries in the future.
Unfortunately, this requirement came about rather abruptly, so we're sorry for the lack of notice (and widespread front line awareness for that matter). In the next year, we're going to do what we can to make this new process more workable (like enabling the 'pre-registration' of your passport at any kiosk).
__________________
Scott O'Leary
Managing Director, Customer Experience | Continental Airlines
The good news is that relief is a simple kiosk check-in away. Specifically, if you've used your passport to check in for an international itinerary at one of our airport kiosks, your passport information will be stored and will enable you to check in online for international itineraries in the future.
Unfortunately, this requirement came about rather abruptly, so we're sorry for the lack of notice (and widespread front line awareness for that matter). In the next year, we're going to do what we can to make this new process more workable (like enabling the 'pre-registration' of your passport at any kiosk).
__________________
Scott O'Leary
Managing Director, Customer Experience | Continental Airlines
Nov 20, 2008 | 11:59 am
#10
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Join Date: Jan 2001
Location: ORD / DUB / LHR
Programs: UA 1K MM; BA Silver; Marriott Plat
Posts: 8,240
Unfortunately, I don't think it is technically checked in. I say this because this has happened to me on my last two flights to central america, and in both cases I was told upon attempt to check in online, that I was unable to and that my docs would need to be verified at the airport. The problem with this is that unless you are checked in, you can not get on the upgrade standby list!!! IMO, CO should circumvent this problem, as it is unfair to prevent access to upgrade simply because of a glitch in the system that is not the pax's fault.
Nov 20, 2008 | 12:03 pm
#11
Join Date: Nov 2008
Location: Ecuador
Programs: UA GS MM, HHonors Silver, Marriott Gold, Hertz Gold, AA, DL
Posts: 124
Same problem out of SA
I have had the same problem out of Ecuador and have not been able to do anything by phone. I wonder if a CO ticket office visit or airport visit if either is close enough to make it worthwhile would work.
Nov 20, 2008 | 2:53 pm
#12
Suspended
Join Date: Nov 1999
Posts: 24,150
had this problem back in July, final destination of BUD, meant no OLCI for me and when I got to the Kiosk and the CO person ran their ID at that exact same time 1hr 3 mins before departure time, the computer released the hold on all unclaimed seats, since I hadnt officially checked in my seat was released and all that was left was not a seat I was willing to sit in on a Full flight.
So if anyone checks in after the computer released the unclaimed seats the only place to get them will be the gate, most likely by the time you get there they will have alreday been reassigned
Nov 20, 2008 | 3:35 pm
#13
Join Date: Jan 2004
Location: Houston, TX USA
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FYI - I have flown a 140+K this year, and got this same message on my last 3 check-in's. I tried scanning my passport again, and that did not solve the problem. I found out that CO has updated/changed their software, and if your full name on your passport is not exactly the same as the name on your ticket, you cannot check in online (ie. if you use your First Name and middle initial on your ticket, and your passport has your middle name spelled out, the system kicks you out and will not check you in).