saab2000 From Switzerland, joined Jun 2001, 1551 posts, RR: 11 Posted (8 months 5 days 3 hours ago) and read 5746 times:
A buddy of mine traveled last week on United airlines on a C-Class ticket which was purchased on the Continental website. I don't know how he ended up with that website, but he did. Now everyone knows Continental and United are in the process of merging.
In ORD (I think it was in ORD at least, but possibly in LAS) he was denied access to the lounges. The United folks told him that since he purchased the ticket from Continental he'd have to go to their lounge. The Continental people told him that because the flight was actually operated on a United aircraft he did not have rights to the Continental lounge. He protested to the manager on duty but to no avail.
Who thinks he'll be bringing his business back to United?
Additionally, he recently had a story where his son (who was traveling as a U/M) was denied boarding on a flight he had booked weeks prior. The excuse given was that since it was the last flight of the day and there was a connection that if the connection was missed they would then be responsible for the child. Duh...... Why did their computer system accept his booking for a flight it knows it does not allow?
Who allows these kinds of things to happen? And why are they still employed?
Unbelievable. Is it any wonder that folks hate airlines? This merger is supposed to be seamless. What a joke!
FlyASAGuy2005 From United States of America, joined Sep 2007, 5532 posts, RR: 11 Reply 1, posted (8 months 5 days 2 hours ago) and read 5561 times:
Me thinks id rather hear this first hand from your friend. No offense but even you arent sure of certain information (LAS over whatever other city). Who knows what else isnt entirely accurate?...
CAM2:"Lightning coming out of that one." CAM1: "What?"
Many people book the ticket online without referencing the policy or contacting reservations to advise the child is an unaccompanied minor. They arrive at the airport only to be turned away at departure and rebooked for the following day. The online booking tool does not ask each client if they are an unaccompanied minor...or if they require oxygen...or if they require a special meal. The online client must research their own special need requirements and act accordingly, especially a parent if their child is traveling alone.
In the cases I have seen, the airline rebooks the child on the next available flight that meets the neglected policy criteria without collecting a fare differential or change fee. They have also absorbed the lost revenue of the empty seat on the incorrectly booked flight. I thought that was a nice service driven courtesy in the cases I witnessed, considering the rule is in place for the benefit of the child.
The Club access is nonsense and he has a right to be annoyed and seek clarification. I would hope he took names so that the exercise will be used to educate as well as compensate.
RoseFlyer From United States of America, joined Feb 2004, 7613 posts, RR: 51 Reply 3, posted (8 months 5 days 2 hours ago) and read 5366 times:
Quoting saab2000 (Thread starter):
Additionally, he recently had a story where his son (who was traveling as a U/M) was denied boarding on a flight he had booked weeks prior. The excuse given was that since it was the last flight of the day and there was a connection that if the connection was missed they would then be responsible for the child. Duh...... Why did their computer system accept his booking for a flight it knows it does not allow?
That rule is posted on their website. http://www.united.com/page/article/0,1360,1052,00.html If he didn't inform UA that he was an unaccompanied minor when making the booking, then the computer would have let him make the reservation (unaccompanied minor service can only be purchased over the phone or at the airport). It's not the best way to go, but problems shouldn't happen on the phone when calling to reserve the unaccompanied minor service. Someone could have made a mistake at booking and mispoken about the rules. They did the correct thing at the airport.
Quoting saab2000 (Thread starter):
In ORD (I think it was in ORD at least, but possibly in LAS) he was denied access to the lounges. The United folks told him that since he purchased the ticket from Continental he'd have to go to their lounge. The Continental people told him that because the flight was actually operated on a United aircraft he did not have rights to the Continental lounge. He protested to the manager on duty but to no avail.
The Continental and United staff are wrong if this was the case. If he was booked in Business Class (not an upgrade ticket at the airport), then he has access to any Star Alliance business class lounge on the day of travel from the point of departure of the Business Class flight.
However the story doesn't quite make sense. CO has a lounge in LAS, UA has a lounge in ORD, but at neither of these airports could he have gone between the two. It is true that he cannot go to the CO Presidents lounge in LAS since business class customers on Star Alliance flights only get lounge access at the airport to any Star Alliance Lounge that they have the international business class ticket from. Business Class only gets lounge access anywhere in the network on the airline that they are flying Business Class on. I hope that makes sense. He should have had access in ORD for the UA departing flight. It might be true that an agent in LAS could have told him that he could try to use the CO lounge, but got denied. That would be an error on the UA agent's part.
If you have never designed an airplane part before, let the real designers do the work!
GizmoNC From United States of America, joined Mar 2011, 194 posts, RR: 0 Reply 4, posted (8 months 5 days 2 hours ago) and read 5321 times:
Most parents are so UNAWARE of the UM procedures. I have seen UM's show up for connecting flights and some airlines do not allow connections ( AKA US AIRWAYS). Parents book the flights online and think about price only. They show up at the gate 10 min before departure and expect the UM to be boarded. All they care about is price. Parents and guardians that are responsible for getting UM's to the airport need to learn to arrive early. Also when they are picking up their children they also need to learn to be at the airport early since so many flights arrive early especially on SATURDAYS. As for the clown in the above post in reguards to the UM he probably learned a lesson.
GullAirACK From Ireland, joined Feb 2011, 61 posts, RR: 0 Reply 5, posted (8 months 5 days 2 hours ago) and read 5286 times:
Quoting RoseFlyer (Reply 3): However the story doesn't quite make sense. CO has a lounge in LAS, UA has a lounge in ORD, but at neither of these airports could he have gone between the two. It is true that he cannot go to the CO Presidents lounge in LAS since business class customers on Star Alliance flights only get lounge access at the airport to any Star Alliance Lounge that they have the international business class ticket from. Business Class only gets lounge access anywhere in the network on the airline that they are flying Business Class on. I hope that makes sense. He should have had access in ORD for the UA departing flight. It might be true that an agent in LAS could have told him that he could try to use the CO lounge, but got denied. That would be an error on the UA agent's part.
Yes, I now feel there is more to the story. Better detail would be needed.
zrs70 From United States of America, joined Dec 2000, 2697 posts, RR: 11 Reply 8, posted (8 months 5 days 2 hours ago) and read 5102 times:
Quoting saab2000 (Thread starter): A buddy of mine traveled last week on United airlines on a C-Class ticket which was purchased on the Continental website.
Upgraded, points, or revenue?
Quoting saab2000 (Thread starter): In ORD (I think it was in ORD at least, but possibly in LAS) he was denied access to the lounges.
What was his destination that day? F and C class domestic tickets don't give you lounge access.
Quoting saab2000 (Thread starter): The United folks told him that since he purchased the ticket from Continental he'd have to go to their lounge. The Continental people told him that because the flight was actually operated on a United aircraft he did not have rights to the Continental lounge.
I highly doubt this happened. The lounge agents would not deny a passenger based on that info. They might deny because of other reasons, but not this.
GullAirACK From Ireland, joined Feb 2011, 61 posts, RR: 0 Reply 10, posted (8 months 5 days 1 hour ago) and read 4784 times:
Quoting zrs70 (Reply 9): Not really! C is also domestic business class. C can also be the fare basis in a two cabin domestic first class flight.
My bad, I am internationally based and only used my own perspective. Too many holes in this saga to be worthy of the alarmist judgements made with the info provided.
saab2000 From Switzerland, joined Jun 2001, 1551 posts, RR: 11 Reply 11, posted (8 months 5 days 1 hour ago) and read 4624 times:
Well, you guys are providing some interesting info. There likely is more to this story. There usually is, but as someone who works in the industry I know there are tons of illogical things that go on.
I will ask him some more details.
As to the UM, I'm still somewhat suspicious. I agree that the policy is there in black and white. So the airline has done most of their duty in informing the parents. The issue I have with it is that if it is not allowed, why can he still book the ticket?
Thanks for clarifying the points on the Business Class ticket. I will have to ask him some more details. I don't remember which airport had the lounge issue. The route was GRR-ORD-LAS and back the same way.
ikramerica From United States of America, joined May 2005, 20630 posts, RR: 62 Reply 12, posted (8 months 5 days ago) and read 4502 times:
My guess would be LAS and you heard it wrong? There is no reason he would not been allowed in the ORD lounge w a C ticket on a star airline, even if it's one airline posing as the other.
Of all the things to worry about... the Wookie has no pants.
United1 From United States of America, joined Oct 2003, 4886 posts, RR: 8 Reply 13, posted (8 months 5 days ago) and read 4427 times:
Quoting saab2000 (Reply 11): The route was GRR-ORD-LAS and back the same way.
With that routing C class or not AFAIK he would not have been entitled to lounge access as only customers traveling international First or Business, P.S. First or with a membership have access.....domestic first/business class does not automatically grant lounge access.
catiii From United States of America, joined Mar 2008, 1917 posts, RR: 1 Reply 15, posted (8 months 5 days ago) and read 4318 times:
Since we can all now agree that there is more to the story, and that UA/CO probably did not do anything inappropriate, can the mods change the thread title?
blueflyer From United States of America, joined Jan 2006, 2522 posts, RR: 1 Reply 16, posted (8 months 5 days ago) and read 4318 times:
Quoting zrs70 (Reply 8): Upgraded, points, or revenue?
The method of payment actually doesn't matter. The only people not entitled to lounge access while flying international F or C are employees flying "free or on service charge tickets" (as per Star Alliance).
Quoting saab2000 (Reply 11): The issue I have with it is that if it is not allowed, why can he still book the ticket?
Because nowhere does it ask you whether the passenger is a UM, so how is the airline to know that the booking should not be authorized.
GullAirACK From Ireland, joined Feb 2011, 61 posts, RR: 0 Reply 17, posted (8 months 5 days ago) and read 4295 times:
Quoting saab2000 (Reply 11): The issue I have with it is that if it is not allowed, why can he still book the ticket?
The online booking tool does not recognise him as an unaccompanied minor so it lets any flight combo be booked. As it is a special service, you also have to refer to the policy in the policy section.
The booking tool does not request "are you an unaccompanied minor?" in a tick box as there are tons of variables. If you begin to list all ...but miss one, you have made yourself liable for a service failure by not listing it. Additionally, the average purchaser does not wish to wade through all these random variables in what is meant to be a minimal step procedure.
Example...you are physically disabled, bought a ticket, but are distressed to find you are unable to sit in an exit row. Why did the airline let him buy a ticket if he cannot fly in his desired seat? Because that detail is covered in the Special Services area as opposed to asking each purchaser their physical ability....or a UMNR...or a Vegan...or have a nut allergy.
Viscount724 From Switzerland, joined Oct 2006, 18460 posts, RR: 17 Reply 18, posted (8 months 4 days 23 hours ago) and read 3889 times:
Quoting GullAirACK (Reply 17): Example...you are physically disabled, bought a ticket, but are distressed to find you are unable to sit in an exit row. Why did the airline let him buy a ticket if he cannot fly in his desired seat? Because that detail is covered in the Special Services area as opposed to asking each purchaser their physical ability....or a UMNR...or a Vegan...or have a nut allergy.
I was on a KLM 737 a couple of months ago where a family of 3 or 4 Asian passengers (Chinese I think) had booked the extra-legroom seats at the emergency exit which are available at a small fee (or free if you have the required elite FFP status). They were forced to move to other seats since they didn't speak English which is apparently a requirement in the emergency exit rows so passengers required to help open the window exits can understand the evacuation announcements etc. They were quite annoyed at having to move. Obviously, airlines don't ask passengers what languages they speak when they book. You can't cover every possible eventuality.
displane From United States of America, joined May 2005, 59 posts, RR: 0 Reply 21, posted (8 months 4 days 22 hours ago) and read 2701 times:
Quoting saab2000 (Thread starter): Additionally, he recently had a story where his son (who was traveling as a U/M) was denied boarding on a flight he had booked weeks prior. The excuse given was that since it was the last flight of the day and there was a connection that if the connection was missed they would then be responsible for the child. Duh...... Why did their computer system accept his booking for a flight it knows it does not allow?
I've worked in a UA hub where UM's have missed their connecting flights. I and many of my co-workers were offered overtime to baby sit and almost all of us have refused. You don't know the child or age, is on a special diet, or even if the kid is a spoiled brat and on a sugar high. You also put your job at risk. Parents needless to say, are upset and worried that their child is staying the night in a massive airport and with a total stranger.
On the other hand, many of these kids are used to it. I've met kids who are frequent flies because their shuttling between parents because of divorce.
saab2000 From Switzerland, joined Jun 2001, 1551 posts, RR: 11 Reply 22, posted (8 months 4 days 9 hours ago) and read 1640 times:
Thanks for the clarifications. I am in the industry but have not bought a ticket in 15 years. I learned something here and will ask my buddy for his side of the story again and try to figure out where his logic comes from.
BC77008 From United States of America, joined Sep 2011, 110 posts, RR: 0 Reply 23, posted (8 months ago) and read 1322 times:
Quoting displane (Reply 21): On the other hand, many of these kids are used to it. I've met kids who are frequent flies because their shuttling between parents because of divorce.
My love of aviation came from divorced parents living in different states. Of course this was back in the 80's and I think the rules were more relaxed back then. Back then my sister and I could sneak up and grab a seat in first class and the flight attendants thought it was cute. (we were otherwise very well behaved). Of course I don't think the FAs would be as amused with me today if I were to pull such a stunt.
"He waited his whole damn life to take that flight. And as the plane crashed down he thought 'Well isn't this nice...'"
kgaiflyer From United States of America, joined Jul 2008, 3049 posts, RR: 1 Reply 24, posted (7 months 4 weeks 1 day 22 hours ago) and read 1317 times:
This happens all the time when you buy tickets from Expedia, Orbitz, or Travelocity -- since according to CO-UA you didn't buy your ticket from them -- but from a travel agent. It doesn't happen when you actually buy your ticket from Continental.com or United.com.
Your friend didn't actually buy his ticket from either the Continental or the United web site -- but from a travel web site.
For instance, if you look over on Orbitz, there are tons of UA flights available as either CO or US codeshares -- sometimes at cheaper prices than the original UA flight.
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