TSA Precheck Not Populating on Tickets

[acmorgan12]

I have an employee who has booked Airfare on Southwest and American Airlines, has TSA Precheck but the Precheck is not populating on their ticket in Concur. 

This employee has their American Airlines reward information, Southwest rewards, and TSA information in their profile. 

When they booked 2 tips, the name lists Firstname.middlename. So on the ticket it does not pull up the TSA precheck because the names do not match.

The travel agency (Travel Inc who is a major TMC) says have the Concur admin remove the middle name.

The employee says no because they have their middle name on their precheck details.

Please Concur what do we do next? If the user has their info loaded and Concur is not generating the ticket correctly this is causing us to lose confidence in our employees booking in Concur Travel. They would rather just book direct. 

[leedau]

@acmorgan12 Thanks for posting in the SAP Concur Community. In order for TSA Precheck to appear on a boarding pass, the name in the system needs to match exactly the name on all forms of identification (including the TSA Precheck) and in all airline membership profile. If there is any mismatch in the exact name (including middle initial) - TSA Precheck may not appear on the boarding pass. This is not something that is controlled by SAP Concur. 

[acmorgan12]

Hi @leedau I understand the importance of the profile needing to match. His information is a 100% match to his documentation and what is in Concur. If everything is a match why is it not working? Our TMC is investigating. 

Concur sells that its 'easy' to add this info and I agree that it is. However, when the information is there but not working that is the issue that we have.

[KevinD]

@acmorgan12 I know that is quite frustrating. I looked up our Knowledge Base article about this topic and I found that if all the information is correct both on the user's Concur profile and their FF profiles, they can call TSA at: (866) 289-9673. They might be able to provide some details on why the number isn't being added.

[nattienell]

Hi, this happened to me too. I am traveling tomorrow, and after checking in I saw my boarding passes do not show my precheck status. Both Concur and American Airlines match my name and information. However when I looked at passenger details in American Airlines for this trip, it lists my first name as "first name middle name" "middle name" "last name" in stead of "first name" then "middle name" etc.. So my name is technically incorrect. I went into concur and it has my first name correct, "first name" then "middle name" then "last name". So why is it transferring my name incorrectly? 

[0T2914339]

This also happens to me. The airline says when the ticket is booked (through Concur) it reads my first name and middle name as my first name. Example First name John - Middle name Smith - Last name Doe - Ticket reads John Smith, Doe = John Smith is my first name on the concur issued ticket Doe last name. Instead of John first name Smith Middle name Doe Last name, so the TSA system does not match up because of Concur issue combine First and Middle name as the first name on the ticket. I bought a ticket on my own and the Digital TSA Prechecked works with the same airline, so it for sure is a Concur issue, I called the airline and they confirmed it is the way the ticket is booked.

[KLM]

we just had a similar one-off situation, and the arranger reentered the TSA number, saved and the agency was able to issue the ticket. it could be at the GDS level, have you checked with the agency to see if they see the details?

[0T2914339]

Yes, I called them and they said it was my company's fault, and my company says its the agency's fault. It is Concurs issue as it is very clear that it works when I book the ticket, but not when the agency books it through Concur. My profile is correct also First Middle and Last name, but still when I book through Concur it is incorrect and I can see it is the same for others. TSA Precheck works fine, but not Digital TSA Precheck. Thank you for help.

[0T2914339]

This also happens to me because Concur incorrectly shows my First and Middle Name as 1 name. Example First Name, Last Name.  It should read First Name, Middle Name, Last Name. Because it reads First Middle, Last I can't get precheck. When I book my ticket personally it gives me precheck. This is a Concur issue when booking.