Unfortunately this is a very busy time of year for air travel. PHL is a busy airport. There are many inexperienced travels who take extra time for the whole check-in and security screening process. Given the circumstances even arriving 2 hours ahead of time might not be enough.
Was he told why the kiosk wouldn't recognize him? Did he use the correct confirmation? You obviously posted this with a computer. Did he have access to a computer where he was? Did he not realize he could check in online up to 24 hours prior to his departure? When he finally got to speak to an agent did he explain that he tried to use the kiosk but had issues? I don't understand why they wouldn't re-book him on the next available flight, even if that flight was the next day.
I'm not sure you are telling us the whole story.
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