speedbudgie
Posts: 110
Joined: Tue Nov 25, 2003 11:32 pm

Diverted Plane - Who Is Responsible?

Mon Aug 02, 2004 3:50 pm

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).
 
northwestair
Posts: 514
Joined: Thu Jul 05, 2001 11:25 am

RE: Diverted Plane - Who Is Responsible?

Mon Aug 02, 2004 3:58 pm

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
 
aa777flyer
Posts: 1017
Joined: Fri Feb 09, 2001 8:45 am

RE: Diverted Plane - Who Is Responsible?

Mon Aug 02, 2004 5:26 pm

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
The TSA was created to make the post office look efficient!
 
AroundTheWorld
Posts: 268
Joined: Mon Mar 03, 2003 7:42 am

RE: Diverted Plane - Who Is Responsible?

Mon Aug 02, 2004 8:39 pm

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.

 
northwestair
Posts: 514
Joined: Thu Jul 05, 2001 11:25 am

RE: Diverted Plane - Who Is Responsible?

Mon Aug 02, 2004 9:58 pm

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
 
bistro1200
Posts: 312
Joined: Sat Nov 01, 2003 7:13 am

RE: Diverted Plane - Who Is Responsible?

Mon Aug 02, 2004 11:10 pm

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.
 
JGPH1A
Posts: 15080
Joined: Thu Aug 14, 2003 4:36 pm

RE: Diverted Plane - Who Is Responsible?

Mon Aug 02, 2004 11:25 pm

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 !)
Young and beautiful and thin and gorgeous AND BANNED ! Cya at airspaceonline.com, losers
 
speedbudgie
Posts: 110
Joined: Tue Nov 25, 2003 11:32 pm

RE: Diverted Plane - Who Is Responsible?

Tue Aug 03, 2004 10:49 am

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
 
SafetyDude
Posts: 3654
Joined: Fri Sep 07, 2001 10:02 am

RE: Diverted Plane - Who Is Responsible?

Tue Aug 03, 2004 12:10 pm

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
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-Will
"She Flew For What We Stand For"