A couple in New Zealand was denied permission to board an international flight after arriving at the airport just an hour before departure, despite having checked in online.
As they had no checked luggage, they believed they could still reach the boarding gate in time.
But the couple was unaware that they were still required to visit the check-in desk to present their passports, according to The Sun.
Upon arrival, they were informed that the check-in desk had already closed, preventing them from proceeding to security. As a result, they were forced to spend an additional NZD 1,200 on overnight accommodation, meals, and new flight tickets.
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But tribunal referee Shaurya Malaviya also noted that the couple’s late arrival at the airport had contributed to the situation, according to The New Zealand Herald.
But by the time they reached the check-in desk, it had already closed. The couple was then told that the airline’s online check-in facility was not available in New Zealand and that all passengers were required to arrive before the check-in counter closed.
FAQs
1. What should passengers keep in mind when planning an international trip?
Passengers should be mindful of the time at which their boarding gate is scheduled to close. Most airlines shut their boarding gates around 30 minutes before departure.
2. When do airlines close check-in?
Most airlines close their check-in counters approximately 60 minutes before departure.
As they had no checked luggage, they believed they could still reach the boarding gate in time.
But the couple was unaware that they were still required to visit the check-in desk to present their passports, according to The Sun.
Upon arrival, they were informed that the check-in desk had already closed, preventing them from proceeding to security. As a result, they were forced to spend an additional NZD 1,200 on overnight accommodation, meals, and new flight tickets.
Tribunal awards couple compensation
Unhappy with the incident, the couple approached a dispute resolution tribunal, which awarded them NZD 700 in compensation for their return flight, The Sun reported. Typically, boarding gates close around 30 minutes before departure, while check-in counters shut around 60 minutes before a flight takes off.Tribunal’s findings
The tribunal's ruling on the incident, which took place at an unidentified airport in July 2024, partially favoured the complainants. It found that the airline’s terms and conditions regarding check-in and boarding were not sufficiently clear.Also Read : Kia, Mercedes, Volkswagen among 300,000 vehicles recalled in the US: Is your car affected?
But tribunal referee Shaurya Malaviya also noted that the couple’s late arrival at the airport had contributed to the situation, according to The New Zealand Herald.
What happened at the airport
The couple arrived at the airport at 3 pm local time for a long-haul flight scheduled to depart at 4 pm. They proceeded directly to security, skipping the check-in counter, and were subsequently informed that they needed to print their boarding passes.But by the time they reached the check-in desk, it had already closed. The couple was then told that the airline’s online check-in facility was not available in New Zealand and that all passengers were required to arrive before the check-in counter closed.
FAQs
1. What should passengers keep in mind when planning an international trip?
Passengers should be mindful of the time at which their boarding gate is scheduled to close. Most airlines shut their boarding gates around 30 minutes before departure.
2. When do airlines close check-in?
Most airlines close their check-in counters approximately 60 minutes before departure.
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