Airlines are increasingly requiring passengers to visit airport check-in counters despite offering online check-in, with agents saying the inconsistent processes are creating extra work.
While experiences vary between airlines, agents told Travel News they are encountering more instances where passengers can complete online check-in but cannot obtain a boarding pass, or are directed to airport counters for document checks.
“My struggles with online check-ins are across the board, whether it’s GDS, NDC or direct airline bookings. It’s the one-off clients, leisure travellers or irregular travellers that this most affects,” said Mandy Thomas from Cirrus Travel.
In some cases, agents complete the entire online check-in process only for passengers to be directed to the counters afterwards.
“With some airlines it has become a nightmare and takes up a lot of agents’ time to do the check-in,” said Retha Matthee from Retha’s Travel.
Katia Robinson from Aideena Travel and Tours said this frustrates clients. “There are some passengers who get angry because no boarding pass is issued – and unfortunately, they blame the agent.”
Document verification
Agents believe airlines are asking passengers to report to airport counters to verify visas and other travel documents.
“I don’t struggle with many airlines when it comes to online check-in but have noticed that since the introduction of the UK eVisa, it is difficult to check in clients flying to the UK,” said Vivian Smith from Travesphere.
“Once a client has a boarding pass from the online check-in, and has no luggage, they can go straight to the boarding gates. I understand that airlines want to make sure passengers have all their visas and documents in order before they go to the gates. So, yes, a lot of airlines are pushing clients to go to check-in desks,” said Robinson.
However, an anonymous agent said the messaging is not always clear, making it difficult to determine why online check-in cannot be completed.
“Normally, airlines allow you to check in and select your seat and then say that the boarding pass cannot be issued until documents are verified at the airport – this is understandable. However, in some instances the website message states that your booking is not eligible, even within the 24-hour check-in window.”
Seating frustration
The issue becomes more frustrating when passengers are unable to choose seats during online check-in.
“Once you have completed the passport and visa checks, the last thing to do is seating. The moment that you see the seats greyed out – you know the flight is overbooked or there’s been an aircraft change. The website response is either ‘check in at airport’ or ‘seat will be allocated at gate’. In my opinion, this is being done to increase revenue by making passengers buy seats prior to travel,” said Thomas.
With some European airlines, Robinson said she has issues with seating if there are partner airlines in the same booking. “I am able to do check-in but am not always able to pre-seat as the partner airlines do not show a seat map.”
According to the anonymous agent, the impact extends beyond seat selection and can also affect international connections.
“In my case, the domestic connection was delayed and not being checked in online for the international flight was compromising. I changed the domestic flight to a different airline, which cost me, because I didn’t trust the short connection and making the check-in window at the counter.”
Overbooking
Agents say completing online check-in as soon as it opens has become an important safeguard against overbooked flights.
“I think a lot of agents offer online check-in to make sure that, if airlines overbook a flight, clients won’t get knocked off,” said Smith.
“Every airline has its own rules and check-in apps, and it has become a struggle to provide this simple task to our clients, who expect it. If you don’t do online check-in, there is a chance that the flight is overbooked and passengers who aren’t checked in online are bumped off the flight,” said Matthee.
