A reader recently emailed me about a frustrating experience he faced where a partner award ticket had been canceled by the airline without his knowledge, which brings me to a general tip that I think is worth emphasizing.
In this post:
Don’t rely exclusively on airline confirmation codes
When you reserve an airline ticket, you’ll typically immediately see a five to six digit alphanumeric confirmation code. Many people (understandably) assume that this means that they’re ticketed on a flight — after all, your booking may show up in the carrier’s app, and you might even receive an email stating that your reservation is confirmed.
However, it’s worth understanding that a 13-digit airline ticket number is much more important than the confirmation code that you’re issued. Why? Well, a ticket number in conjunction with the correct flight segments showing indicates that you actually have a ticketed itinerary, rather than just a reservation.
When you book a flight, you won’t always instantly be issued a ticket number. Many airlines don’t do instant ticketing, so it could take anywhere from a few minutes to a few days until an itinerary is ticketed, depending on the circumstances. That’s standard, so don’t panic if there’s not an immediate ticket number.
I check for a ticket number every single time that I book an itinerary. Where do you find it? Well, the final email confirmation from an airline confirming your reservation will typically contain the ticket number. Alternatively, it’s also displayed on a carrier’s website with the itinerary management function, or when you try to pull up the receipt online.
If a ticket shows as “pending,” or something along those lines, that means that a ticket hasn’t yet been issued. So you’ll want to keep an eye on the itinerary, until it switches to showing as “ticketed.”
Why airline ticket numbers matter
The reason ticket numbers matter is because people often falsely assume that just because they have a confirmation code means that they’re ticketed on a flight, and everything is in order. There are all kinds of glitches that can happen with airline reservations systems, so it’s possible to have a confirmation code for an itinerary but to not actually have a ticket number (and therefore not be ticketed).
Look, I don’t want to create paranoia — you’ll be fine 99.99% of the time if the airline claims your ticket is confirmed and you have a confirmation code. However, for the small percentage of itineraries where things go wrong, a lack of a ticket number is a great way to predict there will be issues.
For example, when ticketing partner airline award tickets, sometimes there are issues between airlines communicating with one another. It could be that you try to book a complicated itinerary, only to days later find that the reservation hasn’t ticketed, for whatever reason. Airlines sometimes aren’t great about communicating when there are issues, so the best way you can advocate for yourself is to make sure you have a ticket number.
A reader shared with me a frustrating situation where he redeemed Iberia Plus Avios for an itinerary on oneworld partner SriLankan Airlines. He booked the itinerary a couple of months ago, and assumed he was good to go. After all, he received an email from Iberia confirming the purchase had been completed, and the Avios were even debited from his account.
However, a couple of days before the trip he noticed he couldn’t pull up the itinerary on Iberia’s website. Long story short, Iberia provided awful customer service, and eventually someone claimed that the trip was canceled weeks ago because the correct passport information wasn’t entered in the reservation. The airline never attempted to reach out to him.
It would appear that the airline never actually issued the ticket, as there was no ticket number associated with the itinerary.
Obviously fault here lies with Iberia, as the airline handled this situation horribly. If someone had a confirmed reservation and it was stated that the purchase was completed, then that should mean that the reservation was also ticketed. However, that’s not always the case, unfortunately. The best thing you can do for yourself is to make sure you have a valid ticket number.
Bottom line
When you book an airline ticket, always make sure that you not only have a five or six digit confirmation code, but also make sure you have a 13-digit ticket number. It’s possible to have a confirmation code without actually being ticketed on a particular itinerary.
When things go wrong and there are issues with ticketing, in a vast majority of the cases it involves itineraries that were never actually ticketed properly.
Have you ever had an issue with an itinerary due to it not being ticketed properly?
I booked a Star Alliance award ticket on Turkish Air website, flying on TAP. I received a ticket number. However, TAP doesn’t recognize it, giving me an error message: “ticket number format is incorrect”. What do I do now?
Thank you Ben for emphasizing this! I learned this the hard way back in 2010 when I flew on a now defunct airline PLUNA in South America. I had the confirmation/reservation code and I saw the charge on my credit card; but upon arrival in SCL, they told me it was never ticketed and asked me for the 13 digit number. Since SCL is not their home base, they told me I have to buy...
Thank you Ben for emphasizing this! I learned this the hard way back in 2010 when I flew on a now defunct airline PLUNA in South America. I had the confirmation/reservation code and I saw the charge on my credit card; but upon arrival in SCL, they told me it was never ticketed and asked me for the 13 digit number. Since SCL is not their home base, they told me I have to buy a new ticket and can get a refund when I go to their office in Montevideo. I bought a new ticket (btw their credit card machine wasn't working so had to pay in cash... thankfully I had cash!) Upon arrival in Montevideo, I had to show them the PLUNA charge on my credit card and indeed got my refund but what a hassle!
I had this happen on the simplest ticket - Paid United ticket on United metal. What made it complicated is that we had twin lap infants. Booked online, everything was fine. However, apparently United's reservation system has not idea what to do with dual lap infants. We were charged, adults ticketed, and one of the infants ticketed. They charged us the 10% international fare, but not the governmental taxes and fees for the second lap...
I had this happen on the simplest ticket - Paid United ticket on United metal. What made it complicated is that we had twin lap infants. Booked online, everything was fine. However, apparently United's reservation system has not idea what to do with dual lap infants. We were charged, adults ticketed, and one of the infants ticketed. They charged us the 10% international fare, but not the governmental taxes and fees for the second lap infant. And therefore no ticket for them. Had ticket numbers for everyone else and I thought everything was okay. Showed up at the airport 3 hours early (in Europe), but since it was the middle of the night in the US, took them 2 hours on the phone to figure out how to fix it. Almost missed the flight, and they gave away our seats, so we had to sit somewhere else.
Would really need some help here. Have redeemed a JL ticket using AS and multiple calls to JL which tells me that they did not see my flight being ticketed. AS insist that they have ticketed it and provided me the e-ticket number. Anybody have met similar situations? Thanks
I had a similar incident booking a Royal Jordanian flight with Avios through British Airways this past July. I could pull up the itinerary on the RJ website and BA.com, but I was unable to make changes, and I got errors when trying to check in. At the airport, I was told that my ticket itinerary had been issued, but not ticketed. Luckily, BA customer service was excellent, and I was sorted out after about 30 minutes on the phone with them.
Thanks Ben - wish I had seen this earlier. I have written about how Qatar switched our seats on Q-suite flight DOH-SEA ticketed by AA because of equipment change. Update PNR showed all was well. On arrival to airport in MLE was denied because "ticket cancelled". When QR asked AA to change seats new ticket numbers were generated by AA and passed back to QR. QR updated wife's ticket properly but left my ticket THE...
Thanks Ben - wish I had seen this earlier. I have written about how Qatar switched our seats on Q-suite flight DOH-SEA ticketed by AA because of equipment change. Update PNR showed all was well. On arrival to airport in MLE was denied because "ticket cancelled". When QR asked AA to change seats new ticket numbers were generated by AA and passed back to QR. QR updated wife's ticket properly but left my ticket THE SAME as the cancelled ticket. Thus at airport had reservation but no ticket. QR blamed AA and wouldn't do anything so I had to buy another fare. AA showed my updated ticket on arrival in SEA - but too late then.
Any time an airline changes your reservation CHECK TO SEE THAT THE TICKET NUMBERS have been UPDATED PROPERLY, especially in outpost overseas with limited ground staff or competent staff.
QR still pretends it's AA's fault and refuses anything further. Evidence shows it was QR that screwed up.
More info needed for the article - Where can the ticket number be found? What airlines don't issue ticket numbers? Is there a backup beside the 6 character code?
I had a Lufthansa flight cancelation in Nice, France this summer. I was rebooked the same day on their partner airlines. I had a boarding pass/card for the flight. However, when I went to get on the plane, they told me that my Ticket number had not been printed on the Boarding pass/card, and would not let us board the plane. This ruined 2 days of our vacation. So even with a boarding pass, look...
I had a Lufthansa flight cancelation in Nice, France this summer. I was rebooked the same day on their partner airlines. I had a boarding pass/card for the flight. However, when I went to get on the plane, they told me that my Ticket number had not been printed on the Boarding pass/card, and would not let us board the plane. This ruined 2 days of our vacation. So even with a boarding pass, look to see if the agent/ system printed your ticket number on your boarding pass.
All airlines issue ticket numbers as Ben said you can often find them in the confirmation emails.
I think of the ticket number as the accounting entry that's where the money moves and the actual device that allows you to get on the plane exists.
The PNR is the reservation that's held for you not the payment for the reservation.
Emails phone calls and usually the website rather than the app or places you can check you have a ticket number issued
Most problems with tickets occur as a result of a schedule change after initial ticketing. A re-ticketing is usually required after a schedule change, but it often doesn't happen, resulting in problems that may lead to missing flights. So don't just check for ticket numbers once after booking. You need to babysit the reservation for schedule changes, or at least do a final check a day or two before the flight to catch any problems.
Could echo this helpful point brought up. Had an awful experience when LX cancelled my award ticket LX: ZRH - SIN (issued by OZ) and that ticket had already been issued a ticketing number. I checked and rechecked everything was OK on the LX website which brought up my reservation successfully, until one fine day, LX cancelled my confirmed ticket and refused to accommodate me on a confirmed flight back home to SIN. I only...
Could echo this helpful point brought up. Had an awful experience when LX cancelled my award ticket LX: ZRH - SIN (issued by OZ) and that ticket had already been issued a ticketing number. I checked and rechecked everything was OK on the LX website which brought up my reservation successfully, until one fine day, LX cancelled my confirmed ticket and refused to accommodate me on a confirmed flight back home to SIN. I only got to know this when logging into the LX website just before I started on my flight to ZRH. I could not imagine the situation when I would be in ZRH without a way back home to SIN.
Very helpful suggestion. Always check the ticket numbers ahead of time so problems at the airport are prevented. We naturally assume that if we have a confirmation email that all is well. Ounce of prevention is worth a pound of cure.
Similar incident happened to me a month ago. Booked LATAM flights using Iberia Avios and they only provided their PNR. I had to call LATAM, verify my name, details, Flight details after which they are able to provide LATAM PNR.
Okay so similar thing- United 1K- booked paid business class on UA on the United website, flight is SFO via HKG to BKK and return. Connection from Hong Kong to Bangkok is on Hong Kong Airlines, and UA record provides me with the UA confirmation code, a China Air confirmation code, and a Galileo confirmation code (travel agent system kind of thing, I gather from googling). I called UA 1k to ask why its a...
Okay so similar thing- United 1K- booked paid business class on UA on the United website, flight is SFO via HKG to BKK and return. Connection from Hong Kong to Bangkok is on Hong Kong Airlines, and UA record provides me with the UA confirmation code, a China Air confirmation code, and a Galileo confirmation code (travel agent system kind of thing, I gather from googling). I called UA 1k to ask why its a China Air code and not HK Limited. First person said call HK airline and confirm. Tried, there was no answer. Called 1k again, agent called China Air and they said they have no record of ticket and to call Hong Kong Air. Agent tried, no answer. She said maybe its time difference. So I called 1k AGAIN last night when it's morning in China, and rep was utterly unhelpful. Said he isn't allowed to call China, so the other agent lied when she said she did (she did not lie, because she told me it had an option to hit 3 for english, which was the same as when I called). He then said I needed to keep contacting HK Airlines and use the China Air confirmation code which makes no sense to me. I tried the HK airlines chat function, no help, and emailed, no answer. I'm now left with a ticket that United cannot prove or confirm I have a valid connecting flight on. That's almost $7000 worth of possibly getting stuck in China instead of going on my work trip. United has taken zero responsibility for providing a useable confirmation code or ticket number. What the heck do I do now? This trip is in a little over 3 weeks so prices are much higher so canceling and re-booking isn't an option.
I work at a reservations support desk for a major US airline and can 100% vouch for what Ben is saying here. PLEASE check your bookings and if anything appears amiss contact your airline as soon as you can. We would MUCH rather find out about problems when there is still plenty of time to resolve them. Unfortunately, what often happens is that these issues do not become apparent until the day of departure which...
I work at a reservations support desk for a major US airline and can 100% vouch for what Ben is saying here. PLEASE check your bookings and if anything appears amiss contact your airline as soon as you can. We would MUCH rather find out about problems when there is still plenty of time to resolve them. Unfortunately, what often happens is that these issues do not become apparent until the day of departure which can result in flights being missed if they cannot be resolved in time.
I learned this lesson the hard way after a terrible experience in Dubai. An AirFrance flight booked through the Delta app never got ticketed properly which I learned when I showed up to the airport at 1 in the morning. The AFKLM staff at the desk refused to help and made me buy a $3500 one way walk up economy ticket in addition to the $1400 I had already spent to get home. Total nightmare.
@Connor ... The staff you encountered were human robots who cannot think properly . I only ever book directly from the airline on the day of departure , at the airport counter , before the regular check-in . I always speak to the actual manager at some point . I am disabled and must ensure that all of my needs are met , including my ability to get an upgrade at that time , which frequently happens .
So you always book on the day of departure and never in advance assuming flights are not full and paying the highest fares and seemingly with the expectation of an upgrade using the disabled card. And ask for a manager. You sound like a real Karen. BS
@Icarus ... I was referring to Frequent ( not "expecting") upgrades . And I was not "playing" my disabled "card" . I learned through experience that the best time for an upgrade was first check-in with the manager's OK immediately after my money speaks at the airport , rather than wait on a list at the gate . Also , I only ever go international , and my flights have never been "full" in my...
@Icarus ... I was referring to Frequent ( not "expecting") upgrades . And I was not "playing" my disabled "card" . I learned through experience that the best time for an upgrade was first check-in with the manager's OK immediately after my money speaks at the airport , rather than wait on a list at the gate . Also , I only ever go international , and my flights have never been "full" in my experience . I suspect a lot of those "occupied" seats are actually empty , actually . Particularly , the bulkhead and exit rows . As for expense , what have you against a slightly higher economy fare at the airport with much greater odds of a problem-free flight , frequently with an upgrade to boot ? (p.s. calling me a "Karen" is somewhat rude.)
Slightly higher. Wow. If $2k each way is slightly above $700 round trip then yea.
That's the benchmarks for NYLON.
Contact delta if you booked via their website / app to claim for a refund of any fare difference. It’s not Air France or KLM’s fault if delta had a ticketing error
It's not just award tickets - any time you book through a partner airline you should verify the ticket number. I had my first issue with this back in May when traveling on Copa, booked via United (a standard rev ticket). Turned out UA never passed along my ticket number. Sabre displayed the information in full, including a ticket number, so there was no way to know there was an issue until I got to...
It's not just award tickets - any time you book through a partner airline you should verify the ticket number. I had my first issue with this back in May when traveling on Copa, booked via United (a standard rev ticket). Turned out UA never passed along my ticket number. Sabre displayed the information in full, including a ticket number, so there was no way to know there was an issue until I got to the airport (I wasn't able to check in online, which isn't out of the ordinary). The check-in agent then informed me of the issue, and it almost detailed the entire trip.
After ticket numbers, I'd argue verifying that you have a seat selection is the next most important item.
Ben if no ticket was issued also check your account ( credit debit card) was charged. It could be pending and reversed therefore the airline didnt issue anything. If in doubt always call the carrier to check as if none was issued they maybe able to use the authorisation code and do it manually.
Ticket numbers are a legacy anachronism that are no longer standard across many new generation reservation systems. Eliminating TKNE from direct sales transactions arguably simplifies the processing and accounting, while reducing costs significantly.
The only place TKNE is still relevant is in IATA standard BIETA interlines. But even that should phase out in due course as Type-A and Type-B messaging is being replaced more and more by APIs and NDC.
@Sean ... Many of your comments as rational and informed . However , you seem to dismiss ticket numbers as irrelevant in our tech environment . I disagree because the more tech dependent the human robots become , the more they need to be challenged . Many of them repeat talking-point jargon to us , but with a ticket number , we can challenge them . With a xerox copy even more so . If...
@Sean ... Many of your comments as rational and informed . However , you seem to dismiss ticket numbers as irrelevant in our tech environment . I disagree because the more tech dependent the human robots become , the more they need to be challenged . Many of them repeat talking-point jargon to us , but with a ticket number , we can challenge them . With a xerox copy even more so . If I loaned you $5., I would make a xerox copy of the $5 and serial number to keep as proof .
Ticketless systems (the modern ones at least) are far more resilient than ticketed ones though, because they integrate pricing, inventory, reservations and ticketing functions into a single database rather than multiple databases with multiple links between them (and consequently multiple potential points of failure).
I'm not saying we have a robust enough solution with today's technologies to implement a universal GDS equivalent ticketless system, but I'm saying that these are yesterday's technology which will likely...
Ticketless systems (the modern ones at least) are far more resilient than ticketed ones though, because they integrate pricing, inventory, reservations and ticketing functions into a single database rather than multiple databases with multiple links between them (and consequently multiple potential points of failure).
I'm not saying we have a robust enough solution with today's technologies to implement a universal GDS equivalent ticketless system, but I'm saying that these are yesterday's technology which will likely not be around in a few years time. And consumers will rejoice when that happens because the simplicity of those transactions is orders of magnitude better than legacy TKNE.
@Sean ... Thank you . However , if there is any difficulty at all one must deal with faceless human robots who sit and follow the computer's directions . As I don't own a mobile phone, and I am mostly deaf , so I really cannot deal with the phone staff . I purchase my ticket directly from the airline at the airport , and make any changes down-route directly with the airline at the airport , thus avoiding the confusion . I always respect your informed comments .
Had a similar situation with a hotel reservation via JetBlue Paisly. Made a hotel reservations several months ahead, but upon final review prior to trip, noted I had a Paisly confirmation number, but no confirmation # from the hotel.
Paisly kept telling me "It's going to happen". Then they stated they had talked with the reservations department of the hotel and were awaiting final approval of a manager. After a day or two, no...
Had a similar situation with a hotel reservation via JetBlue Paisly. Made a hotel reservations several months ahead, but upon final review prior to trip, noted I had a Paisly confirmation number, but no confirmation # from the hotel.
Paisly kept telling me "It's going to happen". Then they stated they had talked with the reservations department of the hotel and were awaiting final approval of a manager. After a day or two, no hotel confirm number. Called Paisly again, and hotel finally supplied its confirmation number.
Based on the above, not sure Paisly is worth the headache!!
Vueling doesn't issue ticket numbers, either.
Probably several other LCC's don't.
Indeed Vueling (and Jet2 and Ryanair and EasyJet) also don't interline or sell tickets for other carriers or have other carriers sell their tickets. These are the main reasons you need ticket numbers in the current airline environment
Two years ago me and my wife were to fly from HEL to DFW on AA business award tickets. Separate reservations we had. There was some schedule change, I got an email from AA, so I called them, they said everything is OK with my reservation. My wife did not get such an email so we did not call. At HEL airport they checked me in but said that there was a problem with my...
Two years ago me and my wife were to fly from HEL to DFW on AA business award tickets. Separate reservations we had. There was some schedule change, I got an email from AA, so I called them, they said everything is OK with my reservation. My wife did not get such an email so we did not call. At HEL airport they checked me in but said that there was a problem with my wife's reservation, it did not get ticketed after the schedule change. Took them an hour to fix it, almost missed the flight.
EUROWINGS does NOT issue ticket numbers - ever! Have run into this multiple times in attempts to receive mileage credit on UA Mileage Plus for past EUROWINGS flights, and EUROWINGS continues to claim that their tickets are e-tickets and, thus, do not have ticket numbers. Have been flabbergasted by this all along -- maybe an issue to be looked into by you, Ben?
Iberia CUSTOMER SERVICE is the oxymoron of the day.
Ben, did Iberia make good?
I'm wondering the same thing.