Denied boarding

salimnina

Hi
I bought a ticket directly from BA for my wife and kids, but the carrier is Iberia, on return to England at check-in desk they told my wife that my son who is 12 cannot get boarding pass because there is a ticketing problem from BA s booking,I'm in London, I called BA and they told me all is fine, called back my wife to reassure her, but Iberia wouldn't issue the boarding pass despite showing them the email with all booking info and confirmation, and then both started  the blame game, leaving  my wife stranded in the airport without any assistance. 
I'm not sure what to say or do now, I spent all day, yes, from 10 am till 6 pm trying to sort this out, but none of them is willing to do anything.
Can anyone please advise on what to do and what are my options, tickets cost now well over £500 each and I don't have the money for it now.

salimnina

By the way, the flight has gone, BA is saying its a no show, but my wife got issued a boarding pass, according to BA, ibera should have written notes, so that anyone can follow up, but they said they haven't and asked me to go back to the airport and request the reasons behind the denied boarding...its a total mess, as if I need to their job.
As it stands my wife is left alone, she's gone to spend the night with a distant cousin with my kids, but for how long... her parents are 200 miles away... this is none of our fault

Voyager2002

The solicitor who is well-known for taking on airlines is a firm called Bott and Company. Their website is called EUClaim.

I suggest that you make contact with them, then call BA again saying that you are taking legal advise and ask THEM to find a solution and get your family home. Make sure that BA have your wife's phone number.

Westin

Did you book your 12 year old as a Young Adult (12-15 years) or a Child (2-11 years)?   I wonder if this was the ticketing issue?

Have a look at your payment to check if the full correct payment was made.

IB should as you say have added notes to the PNR to explain why they did not permit check-in. 

Equally surprised that the issue could not have been resolved by the airline at check-in even if options given were not ideal (such as converting the fare booked to the possibly correct fare type, or even paying again).

Really surprised that they would check in your wife and issue a boarding card for her yet not your 12 year old. One wonders what they expected your wife to do if the child can't travel.

What is the routing?  Is there a BA office at that location?

salimnina

Voyager2002 said:

The solicitor who is well-known for taking on airlines is a firm called Bott and Company. Their website is called EUClaim.

I suggest that you make contact with them, then call BA again saying that you are taking legal advise and ask THEM to find a solution and get your family home. Make sure that BA have your wife's phone number.

been on the phone again all day, as if I have nothing to do. BA is categorically saying it is a no show and the ticket has gone and I have to book a new one, no matter what... 

salimnina

Westin said:

Did you book your 12 year old as a Young Adult (12-15 years) or a Child (2-11 years)?   I wonder if this was the ticketing issue?

Have a look at your payment to check if the full correct payment was made.

IB should as you say have added notes to the PNR to explain why they did not permit check-in. 

Equally surprised that the issue could not have been resolved by the airline at check-in even if options given were not ideal (such as converting the fare booked to the possibly correct fare type, or even paying again).

Really surprised that they would check in your wife and issue a boarding card for her yet not your 12 year old. One wonders what they expected your wife to do if the child can't travel.

What is the routing?  Is there a BA office at that location?

no offices, no one else to assist. The ticket was bought at its normal rate, no issues on the way out, it's the way back.
Iberia should have done many things but ...

onashoestring

Was the issue definitely with the ticket - not a passport or Passenger Locator form issue ? 

salimnina

onashoestring said:

Was the issue definitely with the ticket - not a passport or Passenger Locator form issue ? 

Ticket issue, nothing else.

onashoestring

Have this been resolved @salimnina ? 

Sandtree

Any reason for not checking in online 24 hours before the flight that would have highlighted any potential issues and given more time to resolve? Clearly not doing so doesnt absolve anyone from anything but its one of the myriad of reasons for doing so.

Westin

OP has started another thread - 
https://forums.moneysavingexpert.com/discussion/6327650/denied-boarding-by-iberia-because-ticket-not-issued-correctly#latest