BNinMSY From United States of America, joined Nov 2005, 332 posts, RR: 0 Posted (5 years 4 weeks ago) and read 14124 times:
I would like to get a general consensus of how this situation should be handled from both travelers/public and airline professionals.
* Pax purchases ticket on United Airlines MSY/CPH in Jan 08 for travel in Jun/Jul in economy class - 4 tickets.
* United decided to cancel the last leg of the trip out of ORD-MSY on 04Jul and provides no protection on UA or OA.
* I called UA to determine what would be offered to get pax home, was offered travel the next day but UA would not pay for hotel or cancel the entire ticket and refund. This would force the pax to purchase new tickets at $1900 each - about $657 more than originally paid per person.
* Was originally booked on a 335p flight (codeshare operated by SK); there is a 1230p codeshare operated by SK via IAD that United cooperates with which would get the pax home the same day and they are fine with that schedule. The flight is available in economy.
* United states that they cannot place pax on that connection because W inventory not available.
United is leaving these passengers in a lurch - time wise and financially. Un-tied quotes Rule 260 and is done with it.
What is the opinion on how UAL is handling this matter? Regardless of a rule, which I might add is not quoted at time of purchase.
This is a very interesting manner for a company to handle their customers ... just wondering what would you do if you were the passenger and/or what would you do if you were the company to keep the customer happy?
Boston92 From United States of America, joined Aug 2006, 3390 posts, RR: 7 Reply 3, posted (5 years 4 weeks ago) and read 13945 times:
The United COC states that it will accomadate you WITHOUT stopover (meaning 8 or more hours at ORD)...
C) SCHEDULE IRREGULARITY
1) WHEN A PASSENGER WILL BE DELAYED BECAUSE OF A SCHEDULE
IRREGULARITY INVOLVING A SA)">UA FLIGHT WHICH, FOR THE PURPOSES OF THIS
RULE, FOR TICKETS ISSUED ON/AFTER SEPT. 1, 1992, FLIGHT DELAYS
EXCEEDING 2 HRS., OR SA)">UA CANCELS THE PASSENGER'S RESERVATION PURSUANT TO
PARAGRAPHS A) OR D), RULE 135 (CANCELLATION OF RESERVATIONS) EXCEPT FOR
CANCELLATIONS OF RESERVATIONS DUE TO A WORK STOPPAGE:
A) SA)">UA WILL TRANSPORT THE PASSENGER WITHOUT STOPOVER ON ITS
NEXT FLIGHT ON WHICH SPACE SA) and Eagle Air/Arnaflug (Iceland)">IS AVAILABLE AT Macedonian Airlines (Greece)">IN THE SAME CLASS OF SERVICE AS
THE PASSENGER'S ORIGINAL OUTBOUND FLIGHT AT NO ADDITIONAL COST TO THE
B) IF SA)">UA SA) and Eagle Air/Arnaflug (Iceland)">IS UNABLE TO PROVIDE ONWARD TRANSPORTATION
ACCEPTABLE TO THE PASSENGER, SA)">UA, WITH CONCURRENCE OF THE PASSENGER,
WILL ARRANGE FOR THE TRANSPORTATION ON ANOTHER CARRIER OR COMBINATION
OF CARRIERS WITH WHOM SA)">UA HAS AGREEMENTS FOR SUCH TRANSPORTATION. THE
PASSENGER WILL BE TRANSPORTED WITHOUT STOPOVER ON ITS (THEIR) NEXT
FLIGHT(S), AT Macedonian Airlines (Greece)">IN THE SAME CLASS OF SERVICE AS THE PASSENGER'S ORIGINAL
OUTBOUND FLIGHT AT NO ADDITIONAL COST TO THE PASSENGER.
C) IF SPACE SA) and Eagle Air/Arnaflug (Iceland)">IS ONLY AVAILABLE AND USED ON A SA)">UA FLIGHT(S)
OF A LOWER CLASS OF SERVICE ACCEPTABLE TO THE PASSENGER, SA)">UA WILL
PROVIDE A REFUND OF THE DIFFERENCE AT Macedonian Airlines (Greece)">IN FARES PURSUANT TO RULE 260
D) IF SA)">UA SA) and Eagle Air/Arnaflug (Iceland)">IS UNABLE TO ARRANGE ALTERNATE AIR TRANSPORTATION
ACCEPTABLE TO THE PASSENGER, SA)">UA SHALL REFUND THE FLIGHT COUPON(S) FOR
THE UNFLOWN PORTION(S) AT Macedonian Airlines (Greece)">IN ACCORDANCE WITH RULE 260 (REFUNDSINVOLUNTARY).
EXCEPTION 1: SA)">UA SHALL HAVE NO OBLIGATION TO HONOR ANOTHER CARRIER'S
TICKET WHICH DOES NOT REFLECT A CONFIRMED RESERVATION ON SA)">UA, UNLESS THE
ISSUING CARRIER REISSUES THE TICKET FOR ANY CHANGES AT Macedonian Airlines (Greece)">IN ROUTING. AT Macedonian Airlines (Greece)">IN THE
EVENT SUCH CARRIER SA) and Eagle Air/Arnaflug (Iceland)">IS NOT AVAILABLE TO DO SO, SA)">UA RESERVES THE RIGHT TO
REROUTE PASSENGERS ONLY OVER ITS OWN LINES BETWEEN THE POINTS NAMED ON
THE ORIGINAL TICKET.
EXCEPTION 2: PASSENGERS HOLDING TICKETS FOR ANOTHER CARRIER PURCHASED
AT DE21/DE21E/ DE22/FE30/FE32 FARES (OR SIMILAR DISCOUNTED FARES WHICH
PROVIDE FOR TRAVEL ON FIRST CLASS SERVICE) WILL BE ACCEPTED ON SA)">UA FIRST
CLASS SERVICE UPON PAYMENT OF ADDITIONAL FARE TO THE LEVEL OF SA)">UA'S
NORMAL ONE-WAY FIRST CLASS FARES
"Why does a slight tax increase cost you $200 and a substantial tax cut save you 30 cents?"
ADXMatt From United States of America, joined Jul 2006, 935 posts, RR: 2 Reply 5, posted (5 years 4 weeks ago) and read 13826 times:
If the ticketed flight is cancelled and the alternate transportation is not acceptable then UA should issue a refund of the ticket. It is unreasonable to create a forced overnight in ORD.
Call back and get another agent. I'm sure an alternate routing that is acceptable can be obtained. If there is availability on the flight but just not the "W" fare bucket, I'm sure there is someone at UA Res that can make it happen.
This is why CO shouuld have been booked to start with.
Boston92 From United States of America, joined Aug 2006, 3390 posts, RR: 7 Reply 6, posted (5 years 4 weeks ago) and read 13824 times:
Quoting DocLightning (Reply 7): I believe that what they have done is illegal. Call back. If not, call a lawyer and get a nasty letter sent.
No it isnt illegal. If they will be in ORD for longer than 8 hours, then it is a stopover and UA has to put them on a different airline (per their Contract of Carriage). If they are in ORD for less than 8 hours, it is just a connection, and they must wait. Or they can just be fully refunded the entire amount. It is simple.
"Why does a slight tax increase cost you $200 and a substantial tax cut save you 30 cents?"
PHLstudent From United States of America, joined May 2006, 498 posts, RR: 8 Reply 7, posted (5 years 4 weeks ago) and read 13824 times:
As everyone else stated call back. i have had this happen to me and a different agent was able to do the corrections. It's all about who you get and what day they are having. Also I would head over to the flyertalk.com forum and they can give you some more ideas and possibly the exact words / rules that apply to your situation
Dragon6172 From United States of America, joined Jul 2007, 1161 posts, RR: 0 Reply 17, posted (5 years 3 weeks 6 days 23 hours ago) and read 13371 times:
Call back and you will get another agent who may be able to help you. If that agent says they can not help you, you simply say that you understand they do not have the ability to help you and ask them to put you in touch with the next person up who maybe can. If the next person cant help, you ask to go up again. You will get what you are asking for, it does not seem unreasonable and there have been plenty of posters who have shown the legal mumbo jumbo of the Contract of Carriage.
BNinMSY From United States of America, joined Nov 2005, 332 posts, RR: 0 Reply 18, posted (5 years 3 weeks 6 days 23 hours ago) and read 13367 times:
Ok prior to posting this I had phoned United Reservations twice; then phoned the United Solutions center twice - to no avail. Today United Sales became involved and they could offer nothing up to the point of this writing.
After seeing these responses to 'just call back and get another agent' (which as described had been done!) ... I thought what the heck ... I have nothing better to do than 'terrorize' United Airlines once more (right!) So I did .. I just phoned them up. Got a Miss. So 'n' So .. and guess what .. she just did it!
Amazing that something like this has to take six phone calls and management involvement .. and I can now thank Angie in MNLRRUA for handling this with a prompt and proper handling of the situation. THANK YOU ANGIE!!!!
Boo to the yuckity yuckity at UAL Corp in the Management Box!
I'm curious why they would be quoting rule 260 to you, rule 260 is all about refunds for travel on UA flights where the ticket was not issued by UA. Was this flight booked via SK using UA as their codeshare partner here in the states or using a travel agent? If so your friends need to contact SK or whatever travel agent was used to book them in order to refund the ticket. Also if the ticket was issued using a third party call them up and have them figure the re-route out for you, I'm sure they have alot of experience in dealing with situations like this.
If not and the flight was booked directly on UA I don't see why rule 260 would even come into play, as I said in my earlier reply just call back you probably just got a bad agent.
BNinMSY From United States of America, joined Nov 2005, 332 posts, RR: 0 Reply 23, posted (5 years 3 weeks 6 days 23 hours ago) and read 13196 times:
Quoting United1 (Reply 20): not and the flight was booked directly on UA I don't see why rule 260 would even come into play, as I said in my earlier reply just call back you probably just got a bad agent.
Make that 4 bad agents....
Please note that I am the travel consultant.
Client was booked on UA codeshare ticket/plated on United/016 and trans-atlantic flights were operated by SK.
United kept claiming they needed W class on SK to protect and it was not available.
A refund was not really an option to the client, because to repurchase new tickets would have been about $1k per couple.
United woudl have gladly given up the revenue to not have to deal with the matter until Angie came along and 'made it right'.
Clipper136 From United States of America, joined Mar 2006, 297 posts, RR: 1 Reply 24, posted (5 years 3 weeks 6 days 23 hours ago) and read 13148 times:
This was not "SCHEDULE IRREGULARITY" i.e. Delay or flight cancellation. This appears to be a change of schedule. UA is no longer offering the flight.
This falls under a completely different set of rules because,
a) schedules are subject to change , without notice.
b) notice was given in advance of the start of the trip.
UA is obligated to protect you on the next UA flight that is available with the same booking class you paid for.
If the next flight is not until the following day, it is not UA obligation to assist with hotel.
Your best bet is to call back and speak to a supervisor and remember you attract more flys with honey. If they do reaccommodate you thru IAD it will be due to the kindness of the person you are speaking to.
Your other option is to get a refund for the flight and try to book on another carrier.
Good Luck..........remember.....honey......not vinegar..
25 Boston92: Without a stopover (no more than 4 hours). Plus, this matter has been resolved...
26 United1: Sorry I should have been clearer, rule 260 is all about refunds caused by travel interruptions and it explains how to figure out what amount to refun
27 Mcdu: You really want to use the term terrorize? Can I present two significant events at MY carrier that were terrorist actions that led to the loss of man
28 RFields5421: Some people save for years for the trip of a lifetime.
29 TVNWZ: Can't speak for the OP's world, but good business is to do whatever it takes to make the customer happy--inventory willing. The OP finally got that a
30 BNinMSY: I believe anyone reading this would realize that my use of that term was completely harmless - lighten up! Just to clarify I mean no disrespect to th
31 BNinMSY: One word.... AMEN ... exactly what I'm thinking. Purpose of my post is to gauge how the traveling public vs airline professionals view this type situ
32 Crewchief: As a frequent flyer, I'd love to know the name of the airline you fly for. It'll help tremendously in my trip planning.
33 Dsuairptman: This plight of the pax in this situation sounds like typical United. What a pathetic airline...
34 Tu154m: DL goes ATL-CPH and I believe have more than enough MSY-ATL flights to connect with the CPH leg out of ATL. Should've checked around more and stayed c
35 Chinook747: I have had this happen with UA with my clients many, many, many times. You need to persist, persist, persist... UA still should have given the option
36 Chinook747: [quote=LAXintl,reply=10]What really amazes me is the fact that folks in January can plan and book a trip in July -- truly amazing having such a planne
37 PlanesNTrains: Are you serious? Could you be any more anal to the OP? If you cannot differentiate between his use of the word and what happened on 9/11 [or any of t
38 United1: Agreed it was a massive overreaction by McDu...
39 BNinMSY: Delta does not offer a flight on 04July after 12n ... which is required for any passenger coming off a ship...The fare was about $1530.00 roundtrip .
40 AirTranTUS: I booked a trip for July this year in November last year. And on CO to boot!
41 Boston92: This has to be the most jinxed trip ever.
42 IPFreely: I was a loyal United customer who made Premier or Premier Exec every year from 2000-2007 (not 2008). In my opinion, UA is handling the matter exactly
43 AirTranTUS: I could have booked it even earlier if I went with BA, but I had my reasons not to.