First, my story. My question is at the very end of this post.
I just had what was likely the worse experience flying from LA to Cancun flying with Virgin America Airlines. I had heard many positive comments about Virgin America, so I thought I should try them for our family vacation to Cancun this year. I flew out on July 25, 2014 and returned August 1, 2014. The online check-in for the flight out of LAX did not work because it was not permitting entry of the passport information. I called customer support and after spending over two hours on the phone with a representative and then her supervisor and Virgin America IT, they manually entered the information in the system and I was able to check in online. The story I was given was that they just upgraded some portion of the website the previous week and since then the website was not allowing online check-ins. Since I was traveling with 2 young children and my elderly parents and we had only carry-on luggage, being able to check in online was a necessity.
We checked in online returning from Cancun, only to find out at the airport that Virgin America was not yet approved by the Cancun airport authority to use online check in and issue boarding passes online. The Virgin America website has no notice to warn passengers that online check-in flying out of Cancun is not possible, on the contrary, the website permits online check in and printing of boarding passes. So, after getting to the end of the security line, 2 screaming children and 2 elderly parents in tow, we had to head back to stay in line with everyone checking in luggage to turn in our "boarding passes" to receive the "real" boarding pases. At least 1.5 hours wasted. Had we not arrived 3 hours early, we would have missed the flight.
Virgin America seems to have no regards for its customers' time. Not even enough regard to provide notice that online check-in is not working for international flights due to their incompetent website and inability to obtain proper authorization (like other airlines flying out of Cancun) from the Cancun airport authority for online check-ins.
Long story short, I doubt I will fly Virgin America again based on this experience.
I am curious, have others had different experiences checking in online flying from LAX to Cancun and back from Cancun to LAX?Edited: 2:40 am, August 03, 2014