Unable to Check In Online
Jun 22, 2016 | 11:08 am
#1
Original Poster
Join Date: Jan 2011
Location: SFO
Programs: BA Gold, UA, DL
Posts: 194
Unable to Check In Online
We will be flying tomorrow early morning (00:50 departure time.) I have been trying to check in online to no avail. Every time I tried, I got this message:
"We're sorry, there has been an error in capturing your travel information.Please start the check in process again and if the problem persists, proceed to the airport where our staff will be happy to check you in."
Do we need to be concerned about this? We are planning on arriving at the airport early tonight.
We are flying SFO - HKG in PE.
Thanks.
"We're sorry, there has been an error in capturing your travel information.Please start the check in process again and if the problem persists, proceed to the airport where our staff will be happy to check you in."
Do we need to be concerned about this? We are planning on arriving at the airport early tonight.
We are flying SFO - HKG in PE.
Thanks.
Jun 22, 2016 | 1:04 pm
#3
Original Poster
Join Date: Jan 2011
Location: SFO
Programs: BA Gold, UA, DL
Posts: 194
Jul 4, 2016 | 12:12 am
#7
Suspended
Join Date: Sep 2014
Programs: AC SE100K-1MM, NH, DL, AA, BA, Global Entry/Nexus, APEC..
Posts: 18,877
It's T-48 and I am NOT able to check-in online.
For sheer fun I tried on my iPad, iPhone and on my desktop - all using the browser plus one attempt by clicking from the Reminder email.
Seriously??????
.
For sheer fun I tried on my iPad, iPhone and on my desktop - all using the browser plus one attempt by clicking from the Reminder email.
Seriously??????
.
Jul 4, 2016 | 1:22 am
#9
Suspended
Join Date: Sep 2014
Programs: AC SE100K-1MM, NH, DL, AA, BA, Global Entry/Nexus, APEC..
Posts: 18,877
This is my second post from the website thread, plus additional info
So, after I posted, a mobile BP showed up in my email. BUT, my tier/status was missing. Obviously when I bought the ticket, I included my AA # and I see it on the CX eTicket.
So, I called CX HKG again, got a different agent, explained to her the issue and she said well you can submit the documents to AA for credit.
ARE YOU SERIOUS?
She then said she would go talk to her supervisor and left me on hold for 10 minutes. I gave up.
So, here's the thing. I have no idea what kind of problems CX is having. I was able to online check-in for my flights a couple of months ago, got the mobile BPs, and added to Wallet on my iPhone. Also, my AA/OWS status clearly there as I still have them.
Since I am not the only one who had a problem, there is clearly an issue.
Oh, and just for fun, since the Canadian and U.S call centres are closed (it's 02:40 here), I decided to spend some $$$ and call the HKG #.
Well.......the poor young guy sitting at his desk in Cathay City said he's sorry, said he can't even check me in, said he can't send an email or SMS, said the CX site is down for maintenance......
I said, I get that maintenance happens, but it's the middle of the business day in HKG and it seems to me that's not a great time for CX to be down.
I also find it strange that there is no email address in the Contact Us page - not that it would change anything.
He told me I'm confirmed and I can pick up the boarding passes at the airport. I told him that I got my last CX BPs on my phone and I would like the mobile versions.
I'm also curious, if he says their own web capabilities are down or limited, how is this a good way to run a major airline? I doubt I'm the only one, but most others would not be posting to FT.
END RESULT: He said I should try again in 2 or 4 hours (me thinks he was just guessing)
Well.......the poor young guy sitting at his desk in Cathay City said he's sorry, said he can't even check me in, said he can't send an email or SMS, said the CX site is down for maintenance......
I said, I get that maintenance happens, but it's the middle of the business day in HKG and it seems to me that's not a great time for CX to be down.
I also find it strange that there is no email address in the Contact Us page - not that it would change anything.
He told me I'm confirmed and I can pick up the boarding passes at the airport. I told him that I got my last CX BPs on my phone and I would like the mobile versions.
I'm also curious, if he says their own web capabilities are down or limited, how is this a good way to run a major airline? I doubt I'm the only one, but most others would not be posting to FT.
END RESULT: He said I should try again in 2 or 4 hours (me thinks he was just guessing)
So, after I posted, a mobile BP showed up in my email. BUT, my tier/status was missing. Obviously when I bought the ticket, I included my AA # and I see it on the CX eTicket.
So, I called CX HKG again, got a different agent, explained to her the issue and she said well you can submit the documents to AA for credit.
ARE YOU SERIOUS?
She then said she would go talk to her supervisor and left me on hold for 10 minutes. I gave up.
So, here's the thing. I have no idea what kind of problems CX is having. I was able to online check-in for my flights a couple of months ago, got the mobile BPs, and added to Wallet on my iPhone. Also, my AA/OWS status clearly there as I still have them.
Since I am not the only one who had a problem, there is clearly an issue.
Jul 15, 2016 | 11:50 pm
#10
Join Date: Jul 2005
Location: Singapore
Programs: SQ *G, BA Silver, Bonvoy LFT Titanium , Hyatt Globalist, ALL Diamond
Posts: 673
I had the same problem. I ignored the error message and selected the 'print boarding pass' option. There is no mention of my FFP but the boarding pass includes an invitation to the lounge, so clearly my Sapphire status is there are recognised by the system but there is no proof of it on the BP.
I will just go ahead with this and get them to print the BP at the airport and ensuring my BAEC is reflected.
Lousy system.
I will just go ahead with this and get them to print the BP at the airport and ensuring my BAEC is reflected.
Lousy system.