Forum: Airport self-check-in kiosks run on respective airlines’ systems
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We refer to the letter “ Look into self-check-in issues at Changi Airport
The applications and interfaces of the automated check-in kiosks at Changi Airport run on the respective airlines’ systems and operate in accordance with each airline’s passenger processing rules.
When passengers are unable to check in at the kiosks because of name-related issues, it is usually due to differences between the name on the passport and the name used during booking.
For example, some booking platforms may truncate names because of character limits, or passengers may have entered their names in a different order (especially for those with multiple middle names) or use shortened forms.
In such cases, check-in at the counter is required so that airline staff can verify the correct details and complete the process.
For destinations where a visa or other entry document is required for certain nationalities, the airlines may also need to conduct document checks at the check-in counters.
We are in touch with Mr Hodgkinson and have requested more details to better ascertain the reasons for the rejections his wife encountered at self-check-in and assist her for future travels.
Albert Lim
Group Senior Vice-President
Airport Operations Planning
Changi Airport Group
