[dchiarella56]

It is a simple computer science project. When dealing with names you include 2 middle initials. Many people in America have sons and daughters with the same first and last names and different middle initials. Not all of us wanted Jr and Sr or I,II, II at the ends of our names. The registration system thought my name was entered twice and only gave me one ticket. My son had to explain for 25 minutes to get his ticket. This is unacceptable. Please modify your AA reservations software accordingly.

[jimworcs]

This is baffling...did you really send this complaint to AA without any other details?

[Matt_FLL]

“The computer did it” is never an acceptable answer. This is perhaps the most merited airline complaint.

AA runs a script in their reservation database to check for “duplicate” and “illogical” type of bookings (in their terms). While some other airlines do this as well, I find AA to be especially aggressive.

Let's say that Mary puts a reservation on hold, and then purchases another seat under a different reservation. She takes up two seats. Joe cannot get on that flight and AA loses the chance to sell a ticket. Fair enough: I can see if the system would cancel ONE of Mary's tickets... but AA would cancel them both.

Your case is another great example of this systemic failure (e.g., mother/father with a child and same name). Additionally, there are “passengers of size” who independently book two seats out of respect for others. I once put an award ticket on hold, and then called AA to buy the remaining required miles. The agent pointed out that it would be a better use of miles to purchase a revenue ticket. I did that, but she never cancelled my “on-hold” award ticket. Both reservations were cancelled without any notice to me. Airport agents just assume that you are stupid when you show up to fly with a cancelled reservation.

In all cases:

(1) The computer system logic is too aggressive and will inadvertently cancel innocent reservations.
(2) Airlines DO NOT notify the passenger when their system automatically cancels your reservation.

The net effect is that innocent people are helpless and stranded at the airport. The only explanation is “the computer did it”. I believe that DOT should eradicate this practice industry-wide.

[azstar]

Originally Posted by dchiarella56

It is a simple computer science project. When dealing with names you include 2 middle initials. Many people in America have sons and daughters with the same first and last names and different middle initials. Not all of us wanted Jr and Sr or I,II, II at the ends of our names. The registration system thought my name was entered twice and only gave me one ticket. My son had to explain for 25 minutes to get his ticket. This is unacceptable. Please modify your AA reservations software accordingly.

I think you are referring to a "boarding pass" not a "ticket". AA uses Sabre system. Sabre attaches each "ticket" to the name in the reservation record. However, when there are two identical names, it attaches both "tickets" to the first name, not knowing that they are two different people. So, if you have 1Smith/Robert & 1Smith/Robert the check-in agent has to "disassociate" one of the tickets from the first Smith/Robert and "associate" it to the second Smith/Robert in order to print a boarding pass. An agent who knows what he/she is doing should be able to take care of it in about a minute. For future, always differeniate passengers with identical names booked in the same reservation by using Sr, Jr, a middle intial, or somthing so the names are not EXACTLY identical.

[Matt_FLL]

Azstar, very interesting explanation about how Sabre attaaches tickets to a boarding pass… makes a lot of sense.

I think you agree that this is still a valid airline complaint, right?
Passengers should not be exposed to the limitations of an airline’s reservation system, and then expected to find workarounds. The burden was clearly held on the OP. The agent did not manage the situation properly—at the expense of the son.

Regardless, they are fortunate to have advice so that it won't happen again.

[azstar]

There are always infrequent issues that occur when checking in. It's certainly not the agents fault that these situations occur occasionally, or the way the computer system operates. However, too many agents, senior and newly hired, have acquired only minimal skills and can do nothing more than check in a person and print a boarding pass. They are unable or unwilling to make an effort to learn how to deal with special circumstances. In that respect, Matt, I feel this is a legitimate complaint.