Sponsor Message:
Civil Aviation Forum
My Starred Topics | Profile | New Topic | Forum Index | Help | Search 
Diverted Plane - Who Is Responsible?  
User currently offlineSpeedbudgie From United Kingdom, joined Nov 2003, 111 posts, RR: 0
Posted (9 years 8 months 3 weeks 6 days 16 hours ago) and read 2193 times:

I had a very interesting dilemma on a recent trip to LHR from SFO via EWR. I was flying on Continental for the SFO - EWR leg and on Virgin for the EWR - LHR leg. While on the first leg, my flight was diverted to St. Louis Missouri because of storms passing through the East (this was July 14th). I knew that I was going to miss my connection in EWR and got on the phone to Continental to get rebooked on another flight. This is where it starts getting interesting...the reservations agent at Continental told me that as I purchased the ticket through Virgin and that it was their ticket stock that I needed to call them to be reaccommodated. I then called Virgin and was told that it was Continental's responsibility as the diversion happened on one of their flights, therefore it was their responsibility to reprotect. So I called Continental back (and actually got the same reservations agent) and was told again that I needed to call Virgin. So I called Virgin again and was told that Continental needed to reprotect and that I should ask to speak with a supervisor over there. So I called Continental back where the reservations agent begrudgingly connected me to a supervisor after telliing me that there was nothing that they could do. The supervisor reiterated the same story about how Virgin was responsible, so I then explained all that I had been through and asked him to call Virgin. This he did. About 5 minutes later, he came back n the line and told me that Continental would be changing the ticket. Now what happened here? I do not know if it was Virgin's or Continental's responsibility to change the ticket, but it sure wasn't my responsibility to mediate between the two companies.


It was a good job that I got this taken care of on the phone at St. Louis, because by the time I got to EWR all of the London bound flights were booked for 3 days solid. I was lucky to be on the morning Virgin flight (of course I had to spend the night in EWR with a lot of stranded passesngers, but it sould have been worse).

8 replies: All unread, jump to last
 
User currently offlineNorthwestair From Poland, joined Jul 2001, 641 posts, RR: 5
Reply 1, posted (9 years 8 months 3 weeks 6 days 16 hours ago) and read 2145 times:

I know we can't reissue another airlines tkt. The only other airline we can reissue a tkt for is KLM (074)


I don't care who you fly just as long as you fly
User currently offlineAa777flyer From , joined Dec 1969, posts, RR:
Reply 2, posted (9 years 8 months 3 weeks 6 days 15 hours ago) and read 2074 times:

Speedbugie...

Here is the answer... If your ticket to EWR from SFO was issued separately from your ticket EWR to LHR, (two completely separate bookings and ticket numbers) you are basically on your own. If the ticket was issued as a conjunctive ticket and the entire itinerary was issued on one ticket number i.e. SFO CO X/ EWR VS LHR.......then CO is responsible for getting you to your final destination. Hope this helps


User currently offlineAroundtheworld From United States of America, joined Mar 2003, 279 posts, RR: 2
Reply 3, posted (9 years 8 months 3 weeks 6 days 11 hours ago) and read 1978 times:

Aa777flyer couldn't have said it better... Two reservations = you are screwed...same reservation = originating carrier's problem. One difference with my airline is that our reservations center is absolutely prohibited from doing any type of other airline reprotection. It is all done at the counter.

As for regular exchanges that Northwestair was speaking of...this is a big grey area that seems to depend on who you talk to. We accept any tickets for exchanges from any carrier we have a ticketing agreement with. This includes virtually every airline that you could ever imagine wanting to exchange with...notable exception being Southwest, who doesn't play with anyone.



User currently offlineNorthwestair From Poland, joined Jul 2001, 641 posts, RR: 5
Reply 4, posted (9 years 8 months 3 weeks 6 days 10 hours ago) and read 1931 times:

I'm talking about is if someone brings me a tkt that says OKC-IAH-DTW-AMS-WAW and it is written on 005 tkt stock ( CO ) and they asked me if I would reissue it to another day I would have to refer them to CO to get that done. But then if it was on 074 tkt stock then I would take care of it


I don't care who you fly just as long as you fly
User currently offlineBistro1200 From United States of America, joined Oct 2003, 337 posts, RR: 4
Reply 5, posted (9 years 8 months 3 weeks 6 days 9 hours ago) and read 1851 times:

SFO-LHR? There are several non-stop options there. And, when interlining, best to use code-shre where the entire trip is on one PNR.


Measure to the millimeter, mark with a crayon, cut with an axe.
User currently offlineJGPH1A From , joined Dec 1969, posts, RR:
Reply 6, posted (9 years 8 months 3 weeks 6 days 9 hours ago) and read 1825 times:

Re: And, when interlining, best to use code-shre where the entire trip is on one PNR.

Trouble is, it isn't on one PNR. The marketing codeshare partner has one PNR, and the operating codeshare has another (created by a booking message from the marketing partner), and they aren't always in synch.

For instance, the marketing codeshare partner may not communicate incoming arrival or onward connection details to the operating partner, so the operating partner, if their flight is delayed or diverted, may not be aware that the codeshare pax has onward connections. Yes, it's that primitive in many cases.

CO and VS are both hosted in SHARES, which does not appear to have the best codeshare functionality in the universe (I worked before on BA marketing HP operating codeshare, and it was less than beautiful !)


User currently offlineSpeedbudgie From United Kingdom, joined Nov 2003, 111 posts, RR: 0
Reply 7, posted (9 years 8 months 3 weeks 5 days 21 hours ago) and read 1610 times:

This entire journey was all booked on the same ticket and purchased through Virgin. The only reason for flying SFO-EWR-LHR as opposed to direct was the fact that I was meeting my mother (who lives in NY) who was joining me for the EWR-LHR leg. She doesn't like flying and needs someone with her.

I just find it very interesting that neither Continental or Virgin claimed to be able to change the ticket. Yet when I made the two of them talk to each other - Continental ended up making the change.

Thanks for all the info everyone


User currently offlineSafetyDude From United States of America, joined Sep 2001, 3795 posts, RR: 15
Reply 8, posted (9 years 8 months 3 weeks 5 days 20 hours ago) and read 1557 times:

Aa777flyer couldn't have said it better... Two reservations = you are screwed...same reservation = originating carrier's problem. One difference with my airline is that our reservations center is absolutely prohibited from doing any type of other airline reprotection. It is all done at the counter.
With CO and VS in an "alliance" with each other, I would have imagined that you would have had a much easier time and they would have taken care of things right away.

Yet when I made the two of them talk to each other
I love that!  Laugh out loud

-Will



"She Flew For What We Stand For"
Top Of Page
Forum Index

This topic is archived and can not be replied to any more.

Printer friendly format

Similar topics:More similar topics...
Who Is Taxiing The Plane? posted Sat Jun 10 2006 06:31:43 by Irishpower
Who Is The 2nd Kerry/Edwards Plane? posted Wed Jul 28 2004 03:30:51 by Wjcandee
Who Is Best Candidate For A Plane Like 7e7? posted Thu Jan 30 2003 01:04:54 by Skymileman
Who Is Going To Replace Air Madrid? posted Mon Dec 18 2006 02:31:53 by Skyteam2000
China Eastern Airlines. Who Is The CEO? posted Thu Dec 14 2006 20:24:20 by Boeing777/747
Who Is This? posted Sat Dec 2 2006 20:04:31 by CodyKDiamond
Who Is N527AD (B733) Going To Be Deliverd To? posted Thu Oct 26 2006 19:16:14 by Tomascubero
Who Is ATC Out There? posted Fri Oct 20 2006 02:21:48 by Avsfan
Who Is This 744F / 744ERF For? posted Fri Oct 6 2006 11:18:38 by N754PR
Who Is Blue Sky posted Wed Oct 4 2006 09:46:28 by GARUDAROD