On Line Check In Problems?

Flying VS045 tomorrow and tried to check in on line from 12.00 pm today. I had no problem checking in myself, but could not check in my partner even though we had the same booking reference. We phoned the number advertised and the people I spoke to were no help at all, just saying that we would have to check in at the airport! Now really worried that although my seat is 'reserved', my partner's might be reallocated as we won't be able to beat the 13-hour deadline.

Flight looks really full too. Does anyone have any suggestions to resolve this problem? Would be much appreciated.

Makes me so cross as this trip has been booked since May and much looked forward to as a 'special' trip!!!

Thanks

This could be as simple as someone else on the flight with the same name.
Or it could be that they have a similar name to someone on the US DHS Watch List.
If it is the latter, go through the TRIP redress process - described in the news section on the Virgin site. It won't help this flight but will help for future.

I had many occasions when this happened before VS started registering TRIP numbers.
On each occasion, my partner's OLCI effectively reserved my seat as well and there was no problem when we got to the check-in desk - both seats had been allocated.

[Neil]

There really isn't much you can do now I am afraid as for whatever reason the system is not allowing your partner to do OLCI.

The best bet for you now would be to get to the airport as early as possible. Whilst losing any pre-requested seats is always a possibility, it is rare, so I wouldn't worry too much and there are always exit rows/bulkheads that are only available at airport check in anyway, so you could still get sat together if for some reason they were moved.

Neil

It is important when you get to check-in, to ask why OLCI was not available and in particular to ask if it is a 'Watch List' problem - the response will be useful if/when you fill in the online TRIP redress form.

The relevant 'complaint' is that:
quote:'You were not able to print a boarding pass from an airline ticketing kiosk or from the Internet as a result of some type action taken by Homeland Security.' (sic.)
and may include or may be:
quote:'A ticket agent called someone before handing you a boarding pass'
The TRIP redress system is very easy - you send a .jpg copy of your passport - but it can take a couple of weeks before you get their letter giving that all-important reference number.

VS policy is here.

The amount of people who have this problem is ridiculous, I get fed up of hearing it because 95% of the time I don't have a real answer to give as to why it didn't work.
Don't worry about it too much, just get there early and check-in the good old fashioned way!

A reasonable account of the problem is here.

It is not surprising so many people have similar names to those on 'the list' when there are 325,000 names.[:0]

Very aggravating for the passenger and I'm sure quite a problem for those checking them in, particularly having to deal with annoyed pax without anything to tell them.

For some time the Redress mechanism did not work as airlines did not keep a record after they cleared individuals and some even did not have a mechanism to attach the TRIP clearance to a persons name. According to DHS, clearance should be attached to an airlines FF record and so should remove most of the 'false positives'.

DHS then threatened to fine airlines $25,000 for each pax complaint after their initial clearance. That seems to have got some action.

Unfortunately many passengers now seem to just accept the inconvenience, do not know how easy the TRIP process is or are afraid to draw undue attention.

TRIP is easy - an brief online form, print it and email with a scan of your passport. You get your TRIP number by post. When you next make a booking ring and ask for the TRIP number to be attached to your customer records.

This is likely to be particularly important in the future when you may get charged for not completing OLCI. [;)]

quote:Originally posted by Lizz
The amount of people who have this problem is ridiculous, I get fed up of hearing it because 95% of the time I don't have a real answer to give as to why it didn't work.
Don't worry about it too much, just get there early and check-in the good old fashioned way!

That'll be via the check-in kiosks then, Lizz?? [:w][:I]

haha yes good point!
then I get the 'we tried to check in online and on the kiosks and it didn't work, we rang up but virgin weren't very helpful'
then it's time for real check-in that keeps me in a job!

Thanks everyone! We will just keep our fingers crossed that it will all be OK tomorrow - can't change time of arrival at LHR as we have treated ourselves to a chauffeur driven car!![;)]

Just an update. It turns out my partner was on the 'Watch List' as his surname is the same as, I assume, somebody wanted!! Anyway, we got our requested seats as hoped, although the VS staff member advised that this problem is likely to occur each time he tries to check in on line! We have completed the TRIP form and submitted that.

Next flight is to Dubai in Feb so will see what happens then.

Thanks again for the advice.