Sichuan Airlines - Booking confirmed but no ticket

Question

Hello,

Two days ago, I booked a flight to fly from Hanoi to Chengdu on June 8 with Sichuan Airlines.

I booked the flight on their official website.

The payment went through and currently shows up under “pending transactions” on my banking app.

I received a confirmation email including a booking number, but no ticket and no ticket number.

The email says:

"Your reservation was confirmed OK but the e-ticket could not be issued online. Please contact the helpdesk. 

Trip status: Confirmed 

Your trip is confirmed and the reservation is guaranteed. 

We recommend you make a note of the booking reservation number or print this mail."

I’ve called their customer service 3 times, and each time they tell me they will send me the e-ticket within a few hours, but I haven’t received anything.

I also sent several emails in English and Chinese, and contacted them on Facebook and WeChat, but they haven't answered.

And their website doesn’t have any option to check your booking, so I can’t see the status of my reservation online.

I think that if I just show up at the airport on June 8, there’s a big chance I’ll be refused boarding since I have no ticket and no ticket number.

So I don't know what I should do.

Thanks in advance for any advice.

Answer

It sounds like you are dealing with a common issue where the airline confirms the booking but the e-ticket fails to generate. While the booking is technically “confirmed,” not having a ticket number can create complications at check-in, especially for international or connecting flights.

Here are some steps and considerations to handle the situation:

Contact the airline through multiple channels simultaneously: Continue trying their official phone lines, but also use their WeChat, Facebook, and email support. Sending messages in both English and Chinese may improve response chances. Sometimes social media messages get faster attention.
Visit the airline office in person: If possible, go to a Sichuan Airlines ticket office or a travel agency authorized to issue their tickets. Explain that your booking is confirmed but you have no e-ticket, and request that they issue it in person.
Document everything: Keep copies of all emails, confirmation numbers, and transaction receipts. This may be useful if there is a dispute or if payment issues arise.
Consider contacting your bank: Since the payment shows as “pending,” inform your bank and ask whether there’s a way to hold the transaction or dispute it if the ticket isn’t issued.

Additional tips for your flight:

Arrive at the airport early (at least 3 hours before departure) with all documentation, including the booking confirmation email, proof of payment, and passport.
Ask the airline staff at check-in to manually issue your boarding pass using the booking reference. Often, if the reservation is confirmed in their system, they can issue a paper ticket at the counter.
If the airline fails to issue a ticket at the airport, be prepared with a backup plan such as having alternative flights or checking with travel agencies that can help secure a valid ticket.

In summary, while showing up at the airport may work if the reservation is in their system, it carries risk. Visiting a ticket office or authorized agent before departure is safer to ensure you have a valid ticket and avoid being denied boarding.

Sichuan Airlines - Booking confirmed but no ticket

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