2020-01-14|United app

To whom it may concern

My flight with United Airlines is in less than 24 hours, so I opened the United app on the iPhone (iOS) for "Check in". After I selected a list item in "Reservation eligible for check-in", I did "Add passport", and successfully went through the process until the final step where the following error message showed up. I repeated the check-in process 2 more times with identical results. Later, another error message showed up.

United Airlines

We are unable to complete the check-in process at this time. Please proceed to the airport for assistance.

Check-in is not currently offered for flights that are operated by another carrier. Please proceed to the airport for assistance.

So, I switched to the United Airlines website for "Check in". After I entered Confirmation number* and Last name*, I successfully went through the process, resulting in "You've successfully checked in". However, clicking button "Continue" revealed "YOU ARE NOT CHECKED IN"!

United Airlines
We are unable to complete the check-in process at this time. Please proceed to the airport for assistance.
Check-in is not currently offered for flights that are operated by another carrier. Please proceed to the airport for assistance.

I had a chat session with an agent who gave me the following explanation. Please add such an explanation to the United app/website's error message so that other customers would not have to be pissed off in utter confusion.

Thank you for waiting. Since your itinerary is more than four segments, they need to verify your passport information before they can issue your boarding pass. You can scan your passport at a kiosk for verification.

Thank you very much for your attention.

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"Sunatori, Go Simon" <GS.Sunatori@HyperInfo.CA>

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Produced in Canada./Produit au Canada.

ISBN 978-0-929105-04-8

2024-12-17T20:46:06.000Z