If a boarding pass scanner fails to read a passenger’s ticket, what steps should you take?

If a boarding pass scanner fails to read a passenger’s ticket, what steps should you take?

• A. Manually verify booking, confirm passport/ID, adjust seating as needed, and document the exception in the incident log.
• B. Re-scan the ticket repeatedly until it reads.
• C. Deny boarding to avoid delays.
• D. Ask the passenger to return to the check-in counter to reissue.

Answer: (A)

When the boarding pass scanner won’t read, the priority is to verify the passenger’s booking and identity manually and record the exception for security and traceability. Manually check the reservation in the system, compare the passenger’s ID or passport with the booking, and confirm seating or boarding status as needed. If everything matches, issue a manual boarding pass or gate pass and allow boarding. It’s crucial to log the incident so the team knows there was a scanner issue and what actions were taken. Re-scanning repeatedly won’t resolve the underlying problem and can cause delays, denying boarding isn’t appropriate when the booking and identity can be verified, and reissuing at check-in isn’t the immediate step if manual verification at the gate can be completed and documented.

When the boarding pass scanner won’t read, the priority is to verify the passenger’s booking and identity manually and record the exception for security and traceability. Manually check the reservation in the system, compare the passenger’s ID or passport with the booking, and confirm seating or boarding status as needed. If everything matches, issue a manual boarding pass or gate pass and allow boarding. It’s crucial to log the incident so the team knows there was a scanner issue and what actions were taken. Re-scanning repeatedly won’t resolve the underlying problem and can cause delays, denying boarding isn’t appropriate when the booking and identity can be verified, and reissuing at check-in isn’t the immediate step if manual verification at the gate can be completed and documented.