Airline check-in has become an increasingly common service offered by travel agents but opinion remains divided over whether it should be their responsibility. A recent Travel News poll found that 55% of respondents checked clients in for their flights, while 45% leave the responsibility to the traveller.
Sara Da Luz Pritchard from Sara’s World Travel said: “The issue is that it is becoming an expected service of travel agents so we don't really have much choice but to do it.”
Passenger responsibility
Pritchard said she provided airline check-in as an extra service but believes it should be the responsibility of the passenger to avoid unnecessary liability.
“You are accepting terms and conditions on behalf of the client and uploading personal information where mistakes can happen,” said Lynette Koch, an independent travel agent from Pentravel.
Cathy Hurst from Blue Crane Travel said passengers who are able to, should do online check-in themselves for the following reasons:
- They are responsible for their travel documents: Passengers must confirm that their passport details, visa, health documentation and other information are correct. “If I check them in and something is wrong, the passenger may later blame me,” said Hurst.
- They can choose their own seats: Passengers can see the available seats and make their own choice.
- Airline check-in systems change: Some airlines require additional verification, passport scans, facial recognition, or other steps that are best completed by the passenger.
- Passengers need to see and acknowledge airline conditions: Airlines may display important information about baggage, travel documents, health requirements, transit restrictions, boarding times and airport procedures. It is better for the passenger to personally see and accept these conditions.
- It saves time: Online check-in can take a lot of time, particularly if agents have multiple passengers, multiple bookings, different airlines, complicated itineraries and different time zones.
- They can deal with last-minute upgrade offers: Airlines often present paid seat upgrades, baggage options or other ancillary services during check-in. Passengers can decide for themselves whether they want to purchase these.
“I advise my clients in writing on when their booking opens for check-in, the link to click on and the booking reference. This automatically shifts responsibility from me to them and removes any expectation,” said Hurst.
Value-added service
Agents who provide check-in say it is a way to add value, save clients time and support those who may struggle with online check-in.
“This is a value add, but I do think it is getting to be a full-time job, especially over weekends. It takes up a lot of time and we also have ongoing challenges with certain airlines when their websites are not responsive. That’s why we provide check-in as a premium service for our top corporate customers only,” said Chrisna Van Der Merwe, MD of Sure Travel Scene.
Koch said she checked in most of her regular clients to provide a more seamless travel experience, although younger travellers were generally happy to complete the process themselves.
“Most of my clients do not feel comfortable with downloading additional apps and doing the pre-flight verifications such as scanning your passport or visas. You do run into hurdles with some airlines that ask you to do an arrival form on the app. When this happens, I guide my clients on how to complete the final steps,” said Koch.
“I mainly provide online check-in for elderly clients that are not good with technology or if passengers specifically request it. I do make it known that there could be information displayed during online check-in that they will miss, and I cannot be held responsible in that regard,” said Hurst.
