Online check-in is not working, what can I do?

Modified on Fri, 06 Oct 2023 at 10:59 AM

In today's digital age, online flight check-in is a convenient way to save time and effort. But what happens if online check-in doesn't work? This can be a stressful situation for you who are responsible for organizing group flights, incentives and customer events. In this article, we provide you with a comprehensive guide to deal with such issues efficiently.


Possible causes of the problem

Before you panic, it is important to understand the possible causes of the problem:


  1. Technical problems: Server failures or maintenance work on airline websites can affect online check-in.

  2. User error: Incorrect booking number or last name can lead to problems.

  3. Time restrictions: Some airlines only allow online check-in during a certain time window.

  4. Additional documents required: Additional documents are sometimes required for international flights.

  5. Group restrictions: It must be checked whether online check-in is even possible for groups with the booked airline / for the booked route. 


Getting started troubleshooting

  1. Clear browser cache: Often, old data in the browser can cause the problem.

  2. Use other devices/browsers: Try checking in on a different device (different PC/mobile device via app) or browser.

  3. Check data: Make sure all information entered is correct. The booking code can be found on the booking confirmation and the name must be identical to that of the pass (machine-readable part between the << >>>) - e.g. an Ä becomes an AE. How do I read the correct name/data from the passport/ID card? 

  4. Note time window: Check whether online check-in is already possible.

  5. Group restrictions: Every now and then, groups do not have the technical requirements of the airline and everyone has to check in at the counter on site. Please allow enough time for this (arrive at the airport at least 2 hours before departure). How does group check-in work?


Contact customer service

If the above steps do not work, it is advisable to first contact Intertours or the airline's customer service directly outside of business hours. Have all relevant information ready to speed up the process.


Alternatives to online check-in

  1. Check-in at the airport: As a last resort, you can still do the traditional check-in at the counter. Please note that this is the case with typical low-cost carriers such as Ryanair, Easyjet, Wizzair, Transavia and many more. may be associated with additional costs.

  2. Mobile App: Some airlines offer the option of check-in via their mobile app.


Preventive measures

  1. Early planning: Try to do the online check-in as early as possible but as late as necessary. Around 24 hours before departure is advisable for groups, as name changes/adjustments are no longer possible after check-in.

  2. Emergency contacts: Save the airline contact numbers. Outside Intertours' opening hours, only the airline can really help you directly (not the paid 24/7 service).

  3. Prepare documents: Have all required documents ready.



While online check-in is generally a smooth process, problems can arise. It is important for you, who are responsible for organizing group travel, to be prepared and know how to act in such situations. With the right strategies and a clear understanding of the potential issues, you can ensure your travel plans are not derailed.

We hope this guide provides you with helpful information and solutions to make the online check-in process as smooth as possible. If you have any further questions or concerns, our group team is available to you at any time.

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