"When I explained the situation, the airline clerk looked up my booking and told me I hadn't checked in... so I pointed to the app and showed him the green checkmarks in protest. It mustn't have been the first time this happened because the look he gave me was something in between understanding and pity, and then he told me to 'read more carefully'."
"Only then did I noticed the faint grey text under the checkmark: "Online check-in is not available within three hours prior to the scheduled departure time. Please proceed to the airport check-in desk". Turns out that because I was within that three-hour window, online check-in had closed - and on top of that, I now had to pay a €48 late check-in fee."
A traveler could not find a downloaded boarding pass on their phone and reopened the airline app to search. The app displayed a timeline with green checkmarks, including a "check-in" mark, which suggested all steps were complete. After fruitless searching and a visit to the airport desk, staff revealed online check-in had closed within a three-hour window. The traveler then incurred a €48 late check-in fee. The interface therefore conveyed a false success state, masking the failed critical action of checking in and leading to avoidable user cost and frustration.
Read at Medium
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