Charged $150 for being 5 mins late, system won't let me check in online

[fly2earth]

Hello guys so I am in a bit of a pickle. I was charged a no show fee of $150 dollars with VA for my the domestic segment flight from Aus. to SIN because I arrived 5 minutes after the 30 minute check in deadline.

I booked the reward J flight (AUS CITY 1-->AUS CITY 2-->SIN) one hour prior to departure because it was not available previously and was just made available today.

Immediately after booking the reward flight one hour before flight departure I tried to check in online however it was NOT available (shock! I am a VA gold member and this has never happened to me ever and it was the domestic portion of the flight not those rare instances where you board international flights and you have to check in in person) and I started to panic since I have to rush to the airport to make it. I called the VA customer service but they said they can’t check me in online and I even asked if they can notify the airport and they said they did not do that. I then took a Uber to the airport (RIP wallet) but even then I still arrived 5 minutes late to check in. They were able to change my flight to a flight two hours later, however I was downgraded to economy as J was not available and the fare difference will be forfeited (paid with points) plus I have to pay additional $150 because I cannot check in online.

I am considering a debit card dispute with my bank because I always able to check in online and has taken said airline company over 40 times and has always checked in online so this was my expectation as I booked my flight. Just really sad that I have been so unfortunate to experience this and the check in counter was not able to give in any leeway stating that I was late and was not able to understand that I was not able to check in online right after redeeming the flight award and even tried calling the telephone service and asked them to check me in and tell the airport that I am on my way to the airport. This is just a rant about how unfortunate I am that all the factors combined plus an uncompassionate staff which did not understand my situation. Anyways I am not flying with this airline again.

 

[L2.]

I am considering a debit card dispute with my bank because I always able to check in online and has taken said airline company over 40 times and has always checked in online so this was my expectation as I booked my flight.

I can't see what grounds you would have to lodge a dispute with your bank in this instance, as you agreed to pay the additional $150 whilst you were at the airport check-in counter, and it's not as if the airline failed to provide you with the agreed service in exchange for the additional $150 that you paid.

It wouldn't be relevant to the bank that you disagreed with having been asked to pay this amount, which ultimately you agreed to do and the funds were not taken from your account without your permission.

 

[Stealthflyer]

Hello guys so I am in a bit of a pickle. I was charged a no show fee of $150 dollars with VA for my the domestic segment flight from Aus. to SIN because I arrived 5 minutes after the 30 minute check in deadline.

I booked the reward J flight (AUS CITY 1-->AUS CITY 2-->SIN) one hour prior to departure because it was not available previously and was just made available today.

Immediately after booking the reward flight one hour before flight departure I tried to check in online however it was NOT available (shock! I am a VA gold member and this has never happened to me ever and it was the domestic portion of the flight not those rare instances where you board international flights and you have to check in in person) and I started to panic since I have to rush to the airport to make it. I called the VA customer service but they said they can’t check me in online and I even asked if they can notify the airport and they said they did not do that. I then took a Uber to the airport (RIP wallet) but even then I still arrived 5 minutes late to check in. They were able to change my flight to a flight two hours later, however I was downgraded to economy as J was not available and the fare difference will be forfeited (paid with points) plus I have to pay additional $150 because I cannot check in online.

I am considering a debit card dispute with my bank because I always able to check in online and has taken said airline company over 40 times and has always checked in online so this was my expectation as I booked my flight. Just really sad that I have been so unfortunate to experience this and the check in counter was not able to give in any leeway stating that I was late and was not able to understand that I was not able to check in online right after redeeming the flight award and even tried calling the telephone service and asked them to check me in and tell the airport that I am on my way to the airport. This is just a rant about how unfortunate I am that all the factors combined plus an uncompassionate staff which did not understand my situation. Anyways I am not flying with this airline again.

I am rarely able to check in online to the domestic segment before an international connection, so I always allow plenty of time at the airport beforehand. VA does advise getting to the airport earlier when you have an international connection. It must be disappointing to miss out on the J reward seat, but I don’t think you can pin this on them.

 

[robbo135]

Just really sad that I have been so unfortunate to experience this and the check in counter was not able to give in any leeway stating that I was late

5 mins late, is 5 mins late. Next time we'll have someone arguing that 10 mins late is fine too because it's only 5 mins later than being 5 minutes late.

Immediately after booking the reward flight one hour before flight departure

That was asking for trouble.

This is just a rant

Sorry but yes that about sums up everything.

uncompassionate staff which did not understand my situation

The staff member did exactly the right thing in the situation.

 

[ben95]

Immediately after booking the reward flight one hour before flight departure I tried to check in online however it was NOT available (shock! I am a VA gold member and this has never happened to me ever and it was the domestic portion of the flight not those rare instances where you board international flights and you have to check in in person)

Your familiarity with the system didn't do you any faovr this time around. Even for the simplest domestic flights you should not assume you would be able to check in online until you've actually checked in online. A number of issues (say flight being oversold, lack of available seats to the online system so requires airport seat assignment or maybe even just system outtage) could have prevented you from checking in online.

The VA online check-in website clearly says you are unable to check-in for "international travel" not just international flight. It seems like you are just assuming you would be able to check-in online for the domestic segment without actually checking what's supported and what not. It even specifically recommended if you are connecting to an international flight from a domestic flight you should check in at the airport at least 90 minutes before the domestic flight depature time. Additionally, the Contract of Carriage was worded such that VA provides no guarantee for the availablility of online check-in service, and still requires you to arrive 30 minutes prior to depature.

It's not uncommon for online check-in to simply fail if the ticket involve an interline connection (VA-SG interline in this case). I've personally experienced this many times when flying between the US and AU back in the days when VA and DL were friends on an interline ticket. VA and SG likely have agreements in place to have VA verify travel documents and check you in to the SG flights and tag your baggage through so an VA agent at the airport needs to physically check your passport.

They were able to change my flight to a flight two hours later, however I was downgraded to economy as J was not available and the fare difference will be forfeited (paid with points) plus I have to pay additional $150 because I cannot check in online.

Sounds like the agent still helped you out here. I don't understand why that would be unsympethetic. The system automatically transfers the flight to gate control past 30 minutes so dispatch can start working the numbers on loading the aircraft and the gate to start working through any seat change required for balance and any stand-by travel. No check-in agent have the authority to check you in, unless an operations manager approves the revert of gate control and it would certainly mean the flight will be delayed as those dispatch work have to be redone. The ironly should be clear if you just picture youself sitting on the aircraft unable to go because one passgener was late checking in.
Contract of Carraige again specifcied that VA is entitled to move you to the next available flight, or simple treat you as a now show and cancel the whole thing.

 

[twinaisle]

uncompassionate staff which did not understand my situation. Anyways I am not flying with this airline again.

Your lack of planning doesn't constitute anyone elses problem. No one will have compassion because you we're late.

 

[MarkD]

Whilst I 100% agree with the sentiment that you arrived late therefor its your problem ( why hold up 180 other people for you tardiness), the total lack of flexibility on VA behalf charging a huge fee and then allowing travel anyway is a bit ridiculous. If the shoe was on the other foot and 180 pax sat on the aircraft waiting for VA to leave ( 1 hr 20 mins for me once) should we then be able to charge them $150 each for failing to perform?

 

[kyle]

You still haven't arrived at the airport one hour before scheduled departure?

 

[DC3]

... This is just a rant about how unfortunate I am that all the factors combined …..

OP posted that this is just a rant, so no point really in our finger-pointing is there?

 

[JohnK]

This is just a rant about how unfortunate I am that all the factors combined plus an uncompassionate staff which did not understand my situation. Anyways I am not flying with this airline again.

Please note I'm not being critical and not judging but you booked a flight to depart within 1 hour. When were you going to arrive to airport? Close to departure? Way too risky.

Sounds like you wasted time trying to use online checkin then on the phone and then arrived 5 minutes after checkin closed or 25 minutes before departure. I assume very close to checkin commencing?

 

[justinbrett]

(AUS CITY 1-->AUS CITY 2-->SIN)

What’s with all the secrecy? Just put the airport codes.

 

[ben95]

so no point really in our finger-pointing is there?

I’m sure if OP was only sharing this as a lesson not to book a flight that’s departing in 1 hour and didn’t try to pin the blame on online checking not working or unaccommodating staff refusing to let him on despite being only 5 minutes late then we wouldn’t be here.

total lack of flexibility on VA behalf charging a huge fee and then allowing travel anyway

It’s ironic isn’t it. Pax gets penalized with a hefty fee when they are late but airlines get a free pass on most delays. But absent the fee what stops people from abusing the system? I’d just book an earlier flight knowing full well I can just take the next available flight so essentially turn this into a flex ticket.

 

[DC3]

This is just a rant

As posted by OP. Just a rant

 

[n7of9]

It always sux missing a flight, but it seems that OP was 95 mins late.

 

[jb747]

I called the VA customer service but they said they can’t check me in online and I even asked if they can notify the airport and they said they did not do that.

Ringing the airport, even if you knew who to ring would have zero effect. You're already late. Why would they trust you not to stop at McDonalds.

This is just a rant about how unfortunate I am that all the factors combined plus an uncompassionate staff which did not understand my situation.

You're unfortunate that you didn't get your act together. The staff member certainly understood the situation, but you don't understand their position. They cannot load you on after the cutoff time. The computer systems should have already locked them out of any such changes.

Anyways I am not flying with this airline again.

I expect that they're glad to hear this.

 

[SeaWolf]

Anyways I am not flying with this airline again.

Do you think any other airline would have been more accommodating? I suspect if you'd missed check in and this had been Qantas, the airport staff would have just given you the contact number of the call centre and left you to it.

 

[Gold Member]

I suspect if you'd missed check in and this had been Qantas, the airport staff would have just given you the contact number of the call centre and left you to it.

Yeah but the highly professional offshore Qantas Customer Care Team would have inadvertently cancelled the ticket in the space of that one hour and so the OP may have had some recourse via charge back.

 

[dajop]

I guess the only possible fault of the carrier could be allowing the booking to made so close to departure.

What is not clear is the length of the domestic sector they were downgraded on and whether they made the connection to SQ and kept their business class ticket from AU port ->SIN. If they did keep their J ticket to SIN on SQ that was previously unavailable, I’d say it was still a win, despite the $150 fee and downgrade on the domestic sector.

 

[twinaisle]

I guess the only possible fault of the carrier could be allowing the booking to made so close to departure.

What is not clear is the length of the domestic sector they were downgraded on and whether they made the connection to SQ and kept their business class ticket from AU port ->SIN. If they did keep their J ticket to SIN on SQ that was previously unavailable, I’d say it was still a win, despite the $150 fee and downgrade on the domestic sector.

I don't think it's a fault at all. They're offering the ultimate flexibility for people who need to book flights last minute.

One would book it when one would assume that they can make it and the carrier would assume that the passenger would be able to make it for check in if they booked it last minute.

 

[GoldenTouchdown]

Why so hard on OP? What’s wrong with a rant? I generally avoid such situations but totally sympathise