E-ticket problems: need paper records of everything
 

I'm nearing the end of a xCIRC29SA. Fights on QF, LA, AA, JL and CX. Trip booked via the AA RTW desk. In the middle of the trip I made a sequence of date changes (cities and carriers not changed). The changes were made by phoning the AA RTW desk. I tried to keep it nice and simple by keeping AA in control of the process.

After the date changes, I smelt a rat. Since two of us are travelling together, I was only able to see one ticket number on the AA web site for our reservations. Nothing I did could make the other person's ticket number appear - but there were references to our seat numbers in the reservations. A phone call to the RTW desk advised "no problems - it's all there". My request for an emailed e-ticket receipt still only showed one ticket number. Seeing the reservation on the QF web site showed our two names. A call to QF got the missing ticket number.

The ticket numbers of the revised itinerary were very different to the original numbers and the new ticket numbers were not sequential (for the two of us). In fact they were vastly different (both 001-xxxxx numbers).

QF had no problems issuing BPs for our flights ex Oz. LA struggled and could only issue one BP - she did furious typing and "you have three reservations, but I'll clean it up for you". A further LA flight caused a supervisor to appear and do more furious typing. I offered the ticket numbers and they were eternally grateful.

The AA check-in machine happily issued 2 BPs without hesitation. All it wanted was the PNR and passports.

The JL check-in person couldn't do anything without me offering e-ticket numbers.

CX issued BPs then intercepted me in the lounge looking for ticket numbers "because we can't find yours" ( but they had the other ticket number).

Moral:
1. don't assume e-tickets are perfect,
2. have the PNRs & ticket numbers - always
3. If web shots of "your reservations" are not perfectly as you expect - be relentless in finding out why they are "odd".
4. Don't wait until check- in to sort the problems - do it beforehand.

The T&C for most airlines -- certainly QF and AA, for example -- require production of paper copies of e-tickets at check-in, or check-in may be denied! It always astonished me that this condition was never cause for much discussion. E-tickets are for the convenience and profit of the airline. You are responsible to show the actual ticket number at all times. So nothing has changed from paper tickets, except you must provide the paper :)

Not only this, but the perfect cost shift from the airline to the customer for the means to print the document.

There is a huge difference imo with etickets over paper ones. As far as paper ones go, it is mandatory to have the physical ticket; lose it and can work out at a minimum a hassle, at worst , expensive

With an eticket there is a chance of needing to show it; showing it can be as simple as opening the laptop and opening the document , or just have a page printed out ; if one loses the printout, not an issue

Not only that, can easily purchase a ticket and check in for a flight close to departure time

etickets are a lot less hassle than paper tickets and definitely not imo just a benefit for the airline

Our hassle with an eticket was in Kenya, a few years back when BA cancelled their flight out of NBO to JNB. It took hours to get us switched over to Kenya Airlines. We knew of the cancelled flight before we ever left home. On arriving at Heathrow, the BA agent said she showed that the flight would be operating as usual, but AA said it showed cancelled. We went to the BA city ticket office in Nairobi and they said the flight would operate as usual. Of course, when we got to the airport, it was not operating. It's just lucky for us that we got to the aiport 3 hours early and were able to make the Kenya flight. Had we had a paper ticket, it would have been a lot less trouble at the airport.

Concur - but even having paper copies won't help if the e-ticket number has changed and you are unaware.

Somehow our joint booking got split on a (001- stock) LONE4 when flying ORD-FCO. Routing,everything else was the same - just a new booking.

I notice this before leaving Rome and took down my new PNR, SWMBO's was the original. That was where I erred - I should have looked for and recorded any new ticket numbers/PNR's as well.

On checking in with IB to fly to MAD, they could not find my ticket number and the new SABRE PNR was not useful to them to look up. They needed the Amadeus PNR which I did not have on me that would have led to the ticket number . I had printouts of lots of things except any containing the new ticket number. They would not let me check in without it.

I had no internet access either so could not look it up online. ¾ Hour later a call to the FCO AAgent (they were only open in the morning for the departure that day) managed to provide it - from there I was able to check-in and get BP's issued etc.

It was a nervous wait indeed and it was fortunate I like to get to airports 2 hours before anticipated boarding (not departure).

When I had time later, it was easy enough to get my new ticket number online.

So, yes, in all cases, it is best never to check-in without all relevant PNR's and ticket numbers, if you observe a change (such as split bookings) this is even more important.

(FWIW, having split bookings was an absolute PITA with seat allocation etc for the remainder of our travel on that LONE4.)