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Iberia Cancelled My Ticket Booked On DL, Help!  
User currently offlineJumbojet From United States of America, joined Dec 2003, 1159 posts, RR: 0
Posted (7 years 11 months 1 week 1 day 16 hours ago) and read 4899 times:

Several months ago, I booked a trip, JFK to VLC on Delta. I booked the whole trip on the phone with Delta air lines. The first portion of the trip is on DL metal, JFK to MAD while the 2nd portion of the trip, DL booked me ( I am imagining through ticket interlining) on IBeria metal.

Today, I called Iberia to verify my flight, MAD to VLC and was told that they showed the ticket as cancelled. They told me I would have to contact DL since that is the original point of purchase. When I call DL, they no longer have the MAD to VLC segment in their reservation system.

DL did mail me flight coupons for MAD to VLC and the return flight but Iberia still shows these flights as cancelled. Anyone ever hear of something like this happening and does anyone know what I can do?

16 replies: All unread, jump to last
 
User currently offlineFlyboy_se From Sweden, joined Feb 2000, 812 posts, RR: 5
Reply 1, posted (7 years 11 months 1 week 1 day 16 hours ago) and read 4849 times:

That is really odd.
So Iberia is telling you your MAD-VLC sector is cancelled?
I think you should call Delta again and ask them to rebook you on AF or AZ to VLC via CDG or FCO. AF flight is operated by Air Europa



I prefer to be crazy and happy rather than normal and bitter
User currently offlineJumbojet From United States of America, joined Dec 2003, 1159 posts, RR: 0
Reply 2, posted (7 years 11 months 1 week 1 day 16 hours ago) and read 4823 times:

Quoting Flyboy_se (Reply 1):
That is really odd.
So Iberia is telling you your MAD-VLC sector is cancelled?

yes, that is correct. On phone with Delta now for the past 45 minutes. Trying to get this solved. Interlining sucks!  Sad


User currently offlineLeskova From Germany, joined Oct 2003, 6075 posts, RR: 70
Reply 3, posted (7 years 11 months 1 week 1 day 15 hours ago) and read 4726 times:

DL should simply look into the history of your PNR to see, who cancelled the MAD-VLC segment, and why.

One reason that wouldn't surprise me at all is that IB wanted the ticket number transmitted in a different format than the one that DL sent - so the segment was cancelled by IB as they didn't see the number.

Unfortunately, this happens all the time - it's probably the primary reason for segments being cancelled...



Smile - it confuses people!
User currently offlineIberia340600 From Spain, joined Oct 2003, 804 posts, RR: 14
Reply 4, posted (7 years 11 months 1 week 1 day 10 hours ago) and read 4491 times:

Yeah that is usually an issue with transmitting ticket numbers. If DL did not do it, or did not do it properly...the system automatically cancels the segment. The thing is...IB's system would have generated a message a few days prior to cancelling the segment to advise DL to properly transmit the ticket number. What is the problem now though? The MAD-VLC portion is full and they cant rebook it?


Visca Barça!!
User currently offlineJumbojet From United States of America, joined Dec 2003, 1159 posts, RR: 0
Reply 5, posted (7 years 11 months 1 week 1 day 10 hours ago) and read 4470 times:

Quoting Leskova (Reply 3):
DL should simply look into the history of your PNR to see, who cancelled the MAD-VLC segment, and why



Quoting Iberia340600 (Reply 4):
What is the problem now though? The MAD-VLC portion is full and they cant rebook it?

After spending about 60 minutes on the phone with Delta and then having to have a rebooking agent call me back, the issue was resolved. Not quite sure what the problem was but it sounds like a computer glitch in the system. DL rebooking agent was on the phone with several supervisors from IB and said there were some complications but would be resolved. Delta was very nice about it and thanked them for their help. Ticket now comes up confirmed on iberia.com for MAD to VLC. Good thing I checked before my DL flight to MAD or couldve had some serious problems in MAD. Thanks for replies

Steve


User currently offlineLeskova From Germany, joined Oct 2003, 6075 posts, RR: 70
Reply 6, posted (7 years 11 months 1 week 1 day 10 hours ago) and read 4470 times:

Quoting Iberia340600 (Reply 4):
The thing is...IB's system would have generated a message a few days prior to cancelling the segment to advise DL to properly transmit the ticket number.

Unfortunately, and this is not only a problem with travel agents but with direct airline sales as well, these messages are frequently ignored: either the queues are simply cleared completely without even looking at the PNRs, or the PNR is taken off the queue with the agent thinking something like "must be an old message - after all, there's a ticket number in there".

Both occurrances are, unfortunately, far too frequent.



Smile - it confuses people!
User currently offlineIcaro From Spain, joined Nov 2004, 229 posts, RR: 0
Reply 7, posted (7 years 11 months 1 week 1 day 7 hours ago) and read 4317 times:

So finally, did IB really cancel your ticket or was it a mistake from DL's part? In your tittle your clearly say the first....

User currently offlineJumbojet From United States of America, joined Dec 2003, 1159 posts, RR: 0
Reply 8, posted (7 years 11 months 1 week 1 day 6 hours ago) and read 4247 times:

Quoting Icaro (Reply 7):
So finally, did IB really cancel your ticket or was it a mistake from DL's part? In your tittle your clearly say the first....

When I called IB they told me ticket was showing as cancelled, so naturally I thought it was an IB error. Quite frankly, I dont think it was a DL error so not sure who was really to blame here but the problem was rectified. Took the right people to do it but obviously, ticket interlining is not without its faults.


User currently offlineLeskova From Germany, joined Oct 2003, 6075 posts, RR: 70
Reply 9, posted (7 years 11 months 1 week 1 day 6 hours ago) and read 4229 times:

Quoting Jumbojet (Reply 8):
Took the right people to do it but obviously, ticket interlining is not without its faults.

Well... actually, interlining works quite well... if the booking agent is taking the care he/she should be taking...

Honestly, it does sound like the people at DL simply messed things up - as noted above, they most likely didn't send the ticket number in the correct format, causing the flight to be cancelled.

Basic rule No. 1 for booking flights: if an airline sends a message in your customer's PNR, react! If you don't react, they'll cancel the seat, and you'll end up having all the trouble.



Smile - it confuses people!
User currently offlineIcaro From Spain, joined Nov 2004, 229 posts, RR: 0
Reply 10, posted (7 years 11 months 1 week 20 hours ago) and read 4052 times:

Then I think that your title is misleading and should be changed for something more appropriate.
"IB ticket booked on DL cancelled, Help!" that would be fair and that way you wouldn't blame any airline without a reason.


User currently offlineJumbojet From United States of America, joined Dec 2003, 1159 posts, RR: 0
Reply 11, posted (7 years 11 months 1 week 15 hours ago) and read 3927 times:

Quoting Icaro (Reply 10):
Then I think that your title is misleading and should be changed for something more appropriate.
"IB ticket booked on DL cancelled, Help!" that would be fair and that way you wouldn't blame any airline without a reason.

IB are the ones that alerted me that the ticket was cancelled, and I am still under the impression they cancelled it even though it might not have been 100% their fault. Regardless, the title is appropriate. I never blamed IB for cancelling it, just that they cancelled it, nor did I bash them for it. However, I do think that ticket interlining between airlines needs to improve. If I hadn't checked on the status of IB ticket and arrived in MAD, I'd be up $hits creek without a paddle for IB flight to VLC


User currently offlineBullpitt From Spain, joined Mar 2004, 871 posts, RR: 8
Reply 12, posted (7 years 11 months 1 week 14 hours ago) and read 3890 times:

Hi all

Without seeing the historical of the booking one can not bee 100% sure but in my experience this normally happens (more with travel agents than airline companies) that the company who issues the tkt does not introduce the tkt numbers so the company advises that if tkt numbers are not introduced into the booking they will cancel as they assume booking has been made but not paid for. This happens normally because the issuing agent does not put the tkt numbers in correctly.



These are my principles but if you don't like them I have others
User currently offlineLeskova From Germany, joined Oct 2003, 6075 posts, RR: 70
Reply 13, posted (7 years 11 months 1 week 14 hours ago) and read 3839 times:

Quoting Bullpitt (Reply 12):
This happens normally because the issuing agent does not put the tkt numbers in correctly.

... which frequently happens because airlines constantly come up with new, creative, formats that they want the ticket number to be sent...

Most, but not all, airlines will accept the OSI or SSR TKNA (for paper tickets) or TKNE (for electronic tickets) that the CRSs place in the PNR at the time of issuance, but quite a few don't. And it gets even worse if the ticket is issued from a passive PNR (which, admittedly, most likely won't happen at all, or if it does, then only very rarely, in the case of airline sales).

Some airlines want an SSR, some want an OSI - some want an SSR in every system except Amadeus, where they want an FHA-Element; some airlines want the SSR or OSI with the keyword TKNO, some want TKNM, a few even want TKNR, and I've once come accross an airline wanting a TKNMBR... and, of course, some want the whole thing as SSR OTHS with one of the above words in it.

After that, things get even worse... some airlines want the ticket number with check-digits, some without... some want conjuction ticket numbers, some don't... some want the conjunction with check digits, some don't... some want a dash after the three-digit-airline-code, some don't... some want the ticket numbers segment-associated, some don't... and I've probably left out a few combinations as well...

In the end, I don't really mind, because I see that as part of our job - but it often (and, indeed, this does happen quite regularly) annoying that when you call an airline just to be sure you've got the right format (because most airlines won't list their respective format anywhere - information pages within the GDSs are frequently horrendously out of date, and the people at the GDS helpdesks often simply don't have a clue), the people working for the airlines often don't even know!

But it sure would reduce the trouble for all of us - airlines and agents - if the airlines could, just for once, again agree on a single format that they all accept.



Smile - it confuses people!
User currently offlineJGPH1A From , joined Dec 1969, posts, RR:
Reply 14, posted (7 years 11 months 2 days 7 hours ago) and read 3666 times:

Quoting Leskova (Reply 13):
some want an SSR in every system except Amadeus, where they want an FHA-Element;

The FHA element is transmitted to the airline as an SSR TKNM (for carriers that require ticket number transmission).


User currently offlineLeskova From Germany, joined Oct 2003, 6075 posts, RR: 70
Reply 15, posted (7 years 11 months 2 days 7 hours ago) and read 3640 times:

Quoting JGPH1A (Reply 14):
The FHA element is transmitted to the airline as an SSR TKNM (for carriers that require ticket number transmission).

Good to know - though that makes it even stranger that a certain airline from Dubai is currently constantly telling us that they will only accept SSR TKNAs in all systems except AMA, where they'll accept FHAs... so we could issue from passive PNRs for AMA bookings, while using the active PNRs for all others... strange...



Smile - it confuses people!
User currently offlineAMS From United States of America, joined Aug 2003, 1691 posts, RR: 11
Reply 16, posted (7 years 11 months 2 days 4 hours ago) and read 3570 times:

Quoting Leskova (Reply 9):
Honestly, it does sound like the people at DL simply messed things up - as noted above, they most likely didn't send the ticket number in the correct format, causing the flight to be cancelled

That is exactly what happened. IB does not have the same system as DL, and therefore if a paper ticket was issued the DL Res staff should have sent an ssr to IB with the ticket numbers.

Regards,
AMS


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