Booking confirmed but no e-ticket

Old Mar 14, 16, 5:00 pm
  #1  
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Booking confirmed but no e-ticket

Hi all,

not sure if this is the proper section to ask, in case please move the thread.

In December I booked (on Iberia.com) a ticket LGW-MAD-HAV (and return) for today and I received the usual confirmation email from Iberia.

Today - day of the flight - I was not able to board the flight because, according to the check-in agent, "the confirmation is there, but the e-ticket number has not been issued, so please contact Iberia".
Needless to say that I tried to contact the Iberia customer service but it took so long that the check-in closed and I was not able to board the flight.

My partner, travelling with me on a different reservation, also had to change her ticket because she didn't want to travel alone on a such a long flight (the second leg).

Couple of questions:
-how is it possible that the e-ticket is not directly linked to the reservation code? I mean, if I have the reservation confirmed (I was also able to check my reservation on the iberia website), I should also have the e-ticket number...
-How could I have been aware of the "issue" before the actual flight day?
-Is there any refund I can ask for the "day" that I missed because of Iberia (possible) fault?

Thanks for your help
Bye
ciccio17 is offline  
Old Mar 14, 16, 5:15 pm
  #2  
 
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It's a little of a grey area whether you are entitled any compensation in this case, but you should fight for it. I don't know of any cases with IB, so I cannot tell you how likely you are to succeed.

There are some cases in the BA compensation thread: http://www.flyertalk.com/forum/briti...61-2004-a.html

1) What if I turn up for check-in and my reservation hasn't been ticketed?

This is a grey area but it does occasionally happen. You think you have a confirmed reservation, maybe you have selected seats, you arrive at the airport in good time for the flight and discover that your ticket has not been properly issued. Phone calls are made, maybe you can't get hold of your travel agent or BAEC if an Avios reservation, and you miss your flight. BA have been known to dispute Denied Boarding claims in this situation since they argue that you did not hold a confirmed reservation. Indeed they have argued this when it was an internal error within BA that caused this to happen, but have paid up when challenged further. However it is a good idea to check you are fully ticketed before flying. One easy way is to do Online Check-in 24 hours before flying. If you have not been fully ticketed you will be unable to complete Online Check-in, and you should then call BA to find out why.

Originally Posted by ciccio17 View Post
-How could I have been aware of the "issue" before the actual flight day?
As the previous quote says, it is a good idea to check this for all your reservations. Normally the e-ticket number appears in the booking confirmation email, but sometimes it takes longer. If this happens, you can keep checking when you manage your booking on iberia.com (go to Passenger Information and click the + sign next to your name to show the details). You can also see your e-ticket number on classic.checkmytrip.com (not just with IB).
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Old Mar 14, 16, 5:39 pm
  #3  
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Originally Posted by Yllanes View Post






As the previous quote says, it is a good idea to check this for all your reservations. Normally the e-ticket number appears in the booking confirmation email, but sometimes it takes longer. If this happens, you can keep checking when you manage your booking on iberia.com (go to Passenger Information and click the + sign next to your name to show the details). You can also see your e-ticket number on classic.checkmytrip.com (not just with IB).
Thank you as first thing! Now this is becoming more complex. Just checked on "checkmytrip":

My reservation: e-ticket number is there but in the "notes" box at the bottom it states "DEAR MR/MRS IT HAS NOT BEEN POSSIBLE TO ISSUE YOUR
TICKET. PLEASE CONTAC US ON 0 870 609 0500 IN THE NEXT
24 HOURS TO AVOID CANCELATION OF YOUR BOOKING.
THANK YOU."

-My partner reservation (she is flying the same dates and today apparently we were confirmed by the customer service - also via email - that her flight had been rescheduled to tomorrow), the e-ticket is there but I can only see the return route (it's showing only HAV-MAD-FCO) while the first route (LGW-MAD-HAV) is missing.

I guess it will be another long day tomorrow at LGW...

Last edited by ciccio17; Mar 14, 16 at 5:54 pm
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Old Mar 14, 16, 6:59 pm
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Welcome to Flyertalk ciccio17.

It's awful when this happens - and it does happen now and then on all airlines unfortunately.

I hope you are able to resolve the situation tomorrow - you may need to (politely) argue your corner and make clear that all the communications to you suggested everything was hunky dory (even though underneath the hood it wasn't). The EU261 thread linked to above is definitely worth consulting for the compensation question, but first thing is to make sure IB get you to HAV (for no extra charge of course).

Despite what most travellers very reasonably assume, a booking confirmation number and a 'confirmed' message do *not* mean you are ticketed to fly. A valid ticket number is crucial.

So, two things to take from this for the future are:

- Always check you have a ticket number issued which matches your itinerary both in classic.checkmytrip.com (as mentioned above) and if necessary - especially if anything has changed since you booked - by calling the airline.

- Download the MyFlights app and use this to monitor all your bookings. It will track the checkmytrip information and let you know if your ticket changes or if you get a "please contact us" message like the one you now see.

If for whatever reason you don't see a ticket in the above in the lead up to your flight, you must call the airline and check all is ok. I did this yesterday for a very simple Iberia itinerary booked through an OTA which didn't show the ticket number on checknytrip even though I had received it from the OTA. IB confirmed it was issued and sent me an email confirmation directly = peace of mind. Of course it shouldn't be your responsibility to do this, but the alternative is to potentially face the situation you had today.

Last edited by Ldnn1; Mar 14, 16 at 7:16 pm
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Old Mar 15, 16, 3:36 am
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I would try and get on the phone center. Mostly because there is only Iberia Express at Gatwick and you might be better off being routed through LHR where there are many more flights.
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Old Mar 27, 16, 4:35 pm
  #6  
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Hi all,

thank you all for your advices.

I was then able to depart the next day, even if my partner reservation was not correct - again we found out only at the airport!!! - and we had to pay personally for her flight change.

I am now following up with Iberia to get a refund for the entire thing.
I will post an update if something comes up.

Thanks again
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Old Jul 2, 16, 1:00 am
  #7  
 
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Iberia confirmation no ticket

Hi there,

Did you ever receive a refund? I am going through the same situation right now. I booked 2 round trip flights for my mom and I in April to Madrid for tomorrow July 2nd. I got the confirmation email thinking everything was set and when I went to try to check in online tonight it said I had no ticket. After being on the phone for over an hour I was booked on a new flight but it is costing me $2,000 more than what I originally paid. I want some compensation because I really feel it's unclear that a "confirmation" doesn't actually confirm anything ....
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Old Oct 6, 17, 5:17 pm
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Hi all,

Resurrecting this old thread as I'm not sure if I have a similar problem, or if I'm being paranoid

I booked two different Avios award flights on Iberia.com, 7 hours ago, and about 30 minutes ago, and both times I immediately received a "Booking confirmation" email. They both read, "Booking confirmed. You will receive your tickets in a separate email." (see screenshot) In this email there is a blank space under where it says "ticket number."

Also, on the final page of the booking process, it said "Your booking request has been received." and something to the effect that tickets would be issued later.

I am concerned because:
- I have yet to receive the second email, neither for the booking made 7 hours ago, nor for the one made 30 minutes ago
- When I check my flight on the Iberia app using name and confirmation number, it says "Booking could not be found." When I log on with my Iberia Plus info, the two bookings show up, but when I tap on "Manage booking," it says "Booking could not be found."

On the other hand:
- I do see pending charges on my credit card (for fees)
- When I click the + sign next to my name on the booking, on Iberia.com website, there is a 13-digit ticket number starting with 075

Is there any reason to be concerned?

I tried looking up classic.checkmytrip.com as suggested by previous poster, but I just see a site advertising the app?
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Old Oct 7, 17, 3:27 am
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Originally Posted by flaii View Post


Is there any reason to be concerned?
No. You have an e-ticket number which means you have a confirmed ticket.
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Old Oct 7, 17, 7:03 am
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Use this link for Checkmytrip:

https://classic.checkmytrip.com/plne...&SITE=XCMTXXNS
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Old Oct 8, 17, 11:27 pm
  #11  
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In many cases, you can check your ticket (but not reservation) on tha Saudia Airlines website, regardless of the carrier/alliance you are flying. This tends to work surprisingly well and can serve as a reassurance that everything is in order.
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Old Oct 9, 17, 12:56 pm
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Hi all,

Thanks for your advice. I ended up calling Iberia the following day, and they pushed through the emails with the tickets while still on the line.

I still find it a bit strange, because in that first email with the confirmation number but not the ticket, they offer a link to obtain boarding passes right away, but that leads to an error message saying that check-in is only available at the airport because I need to show the credit card.

I've looked through my old email from previous bookings with Iberia, and I had always 1) been able to check in online, without showing credit card at the airport, 2) gotten the confirmation and ticket in the same email.

Anyway, thanks again for the advice, it does seem things are in order.
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Old Oct 9, 17, 6:34 pm
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There are random checks for credit cards at the airport, it has happened to me once. You will not be able to check-in online, but certainly do try again within 24hrs of the flight.
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Old Oct 12, 17, 2:23 pm
  #14  
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Despite it saying they will come in a separate email....they don't.

Scroll down to the very bottom of your booking confirmation email and you should see a PDF attachment which contains your ticket. At least that's how it has always worked with me and I got one just a couple of days ago.
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Old Oct 12, 17, 4:02 pm
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Hi there,

I booked an award ticket in business about 3 weeks ago, but everytime I try to select my seat onilne, I get the error message below.

" The seat map request failed because an error occurred during the processing. Check the log or the suberror for more information. (8700 [96])"

Should I keep waiting since the flight is still 11 months away?
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