There’s several reason that a traveler would not receive messaging. Below are the steps you should take to determine why.
The first thing you should do to research this issue is to check if the traveler has Opted-in and created a Traveler Profile.
For guidance on this, please see this FAQ:
If the traveler has a Traveler Profile created, the next thing that you should check is that the email address was present in the PNR. To do this you’ll need to do a Trip Search and then view the Trip. If the email address was present it will be displayed on the Trip screen.
Trip Search in Trip Center:
Email present, but no Opt-in invitation or Traveler messaging sent? The ‘Manage Groups’ page in Trip Center will allow you to see if the group has Trip Alerting enabled:
Email address is present in the PNR, but doesn’t appear in Trip Center? A configuration issue for this travelers email address may cause this. If your agency provides your itineraries via a GDS parser, please check your GDS' configuration to see if the email address was rejected. If you encounter any further issues, we may check to see if our GDS Queue reader is interpreting the traveler's email address correctly. Please contact our Help Desk to confirm.
If you have any questions, please email Customer Support at firstname.lastname@example.org.