CommanderB wrote:Virgins IT is notoriously bad for dropping the KTN off the booking. So when you check in, make sure it gets added.
This just happened to me (again) on my return leg from SFO. My KTN was definitely there on the outbound (though not needed), and I did online checkin for my return flight with no reason to believe it wouldn't still be there, after all it's saved in my Flying Club profile and was in my booking as well. Nope.. not only was it no longer in the booking, it had been removed from my account profile as well.
I tried re-adding it via 'manage booking', the field to enter KTN was there but the Save button does nothing. So I started an online chat with Flying Club thinking they can easily add it... no they can't.. according to them, because I had already started my travel (yes - and it was there at the start of the travel!) and it won't let them - the only way is to ask the airport staff who "may be able to" override it.
I asked them to cancel my check-in then, so I can redo the whole check-in and enter it, and they said they would advise against it, because the only way of clearing the check-in is to remove my seat assignment - with no guarantee I would be able to reserve a seat online again and also I may not be able to check-in online again(!).
Having almost given up, I had one last go at adding it myself and found an interesting Virgin IT quirk which might be useful to someone in future with this problem.. If you edit/change another field in the Passenger Information
as well as entering the KTN, it saves just fine when you hit the Save button. It won't save if it's
only the KTN that you change. I just changed my DOB and entered the KTN, saved, refreshed the page and changed my DOB back and saved again.. and sure enough my check-in was updated and boarding pass updated with TSA Pre.