JohnJ
Topic Author
Posts: 1363
Joined: Tue Jun 27, 2000 5:01 am

AA Auto-Cancel Reservations - What Gives?

Sat Dec 10, 2005 12:38 am

For the second time in two months, American Airlines automatically cancelled a reservation on me yesterday. I was scheduled to fly MEX-DFW at 5:35 Wednesday night; my connection to BDL from DFW left at 9 the following morning. This was admittedly an odd schedule, but it was offered for sale on the AA.com web site and I bought the ticket as it fit my plans well. Wednesday night of course was the winter storm in Dallas causing 45% of AA's schedule to be cancelled; they cancelled my Wednesday evening MEX-DFW flight and put me on the first flight of the day on Thursday. They also rescheduled me on the 1:13 p.m. DFW-BDL flight since my original 9 a.m. flight wouldn't have worked with the new schedule. All went well on Thursday morning - I checked in for the MEX flight with no difficulty, got my boarding passes for both the MEX-DFW and DFW-BDL segments, and got into DFW on time with 3 hours to kill. At about 12:45 p.m. I attempted to board my flight to Hartford, and when I handed my boarding pass to the gate agent the machine beeped and flashed "DUPE SEAT". They pulled me to the side, checked my record and told me my reservation had been cancelled since I was a no-show for the original 9 a.m. BDL flight. That flight apparently operated on time but obviously I couldn't be on it since my MEX flight from the previous night had been cancelled. The 1:13 BDL flight was packed but they were fortunately able to get me on it - but I lost my upgrade, which I'm not too happy about.

This same situation happened to me in August on American. I was flying BDL-DFW-GDL-MEX-DFW-BDL, and the American Eagle DFW-GDL leg was cancelled for mechanical reasons. AA gave me a different itinerary bypassing GDL and I got to MEX without further incident. However, when I checked in for my return DFW-MEX flight later in the week, I was told I didn't have a reservation since I was a no-show for the GDL-MEX flight on the outbound. I was indeed a no-show, but it was due to American's mechanical issues, not anything that I did.

Based on these two situations, it appears that you're in trouble if you fly American and have the following circumstances occur:
- You have an itinerary involving a connection
- Your originating flight is cancelled or delayed enough to cause a misconnect
- You're rebooked onto a new itinerary and don't catch your originally-scheduled connection
- Your connecting flight operates as scheduled

Is this by design or is this a big hole in AA's reservation software? Has anyone else had this issue?
 
Jumpseat70
Posts: 359
Joined: Sun Jan 25, 2004 12:52 am

RE: AA Auto-Cancel Reservations - What Gives?

Sat Dec 10, 2005 12:44 am

If you don't show for any portion of you booked itinerary, the computer will cxld your entire trip. Every airline does that.
"Up, Up and away with TWA"
 
gigneil
Posts: 14133
Joined: Fri Nov 08, 2002 10:25 am

RE: AA Auto-Cancel Reservations - What Gives?

Sat Dec 10, 2005 12:50 am

That's not relevant. He didn't no show for any of it, he was involuntarily rerouted.

American's fault. Plain and simple. Either the record was improperly changed or the agent just didn't bother to change it.

N
 
AEROFAN
Posts: 1413
Joined: Wed Aug 04, 2004 9:47 am

RE: AA Auto-Cancel Reservations - What Gives?

Sat Dec 10, 2005 12:53 am

you should write customer service and explain your problem. keep all the documentation u may have acquired along the way. they should send you some sort of compensatory voucher and or upgrade.
 
MGASJO
Posts: 344
Joined: Sat Feb 12, 2005 9:37 am

RE: AA Auto-Cancel Reservations - What Gives?

Sat Dec 10, 2005 1:50 am

When u say that you were changed from one day to the other, who did that? an agent at the counter or over the phone?
As I work at the counter in AA I can tell you for sure that the agent forgot to cancel you original DFW-BDL flight and you turned out to be a no show in that flight. Big mistake since that automatically cancels the rest of your flights on ur reservation. The only good thing is that there was space available on that flight otherwise it would've been a mess. As for ur lost upgrade you should get in touch with the supervisor in MEX (If indeed the reroute was made at the counter in MEX) and explain the situation, they may work something out to get this bitter experiencie out of your mind.
Anyway, if you ever come to MGA I'll make sure it does not happen to you!!
C208B
 
ikramerica
Posts: 13772
Joined: Mon May 23, 2005 9:33 am

RE: AA Auto-Cancel Reservations - What Gives?

Sat Dec 10, 2005 2:05 am

this has been going on at AA for 20 years. sorry to see they have yet to correct it.

Back in 1987, my family and I was returning from Australia on QF/AA ticket, all 1 itinerary booked through AA directly. We were supposed to leave from MEL (through SYD) on one flight number, but due to equipment problems, QF transfered us to SYD on a UA747 since that plane didn't have many MEL pax (most get on/off in SYD), then we went to SFO from there on the original flight number.

Anyway, it wasn't our choice that we were rerouted, but lo and behold, we arrive in SFO and AA says we didn't fly part of our itinerary and our reservations were canceled. Just because that segment didn't fly, not because we missed it. Being a busy time, they gladly gave our seats away. They never seem to have an answer for "well how did we get here, then?" and were very rude, splitting our family into two pieces and routings to get us back to EWR, including making one of us sit on a jumpseat or be left behind. Kind of stressful for a Mom with kids of 17, 14 and 9 after a 16 hour flight. And what's dumb is rather than "take our seats back" from the last minute travelers who they were given to, they asked others to volunteer their seats for compensation.

AA is very willing to give your seat away by mistake during busy times for them and then blame you for it.
Of all the things to worry about... the Wookie has no pants.
 
JohnJ
Topic Author
Posts: 1363
Joined: Tue Jun 27, 2000 5:01 am

RE: AA Auto-Cancel Reservations - What Gives?

Sat Dec 10, 2005 3:53 am

"When u say that you were changed from one day to the other, who did that? an agent at the counter or over the phone?"

Neither. I assume this was done in automated fashion - AA had scores of flights cancelled on December 7 due to the storm in Dallas. I logged into the AA.com web site the morning of departure and saw that new flights had already been booked for me for the next day. I took no action other than to confirm the new itinerary with an agent at an AA city ticket office in Mexico City.
 
tommy767
Posts: 4658
Joined: Sat Aug 09, 2003 12:18 pm

RE: AA Auto-Cancel Reservations - What Gives?

Sat Dec 10, 2005 4:45 am

I had a similar situation a few weeks ago.....

A couple of weeks ago I was at JFK going to LAX on a 9pm flight. I got to the airport at 8:30pm and checked in at E-Ticket (no checked bags) and it said "YOU'RE TOO LATE." I went to the ticket counter and the AAgents put me on standby for 7am the next day.

I must say it was really inconvienient, especially since I was stranded there however it was my fault. I should have checked in online if I thought I was going to cut it close. I was gracious enough that I got on the first flight standby the next morning.

The AA 762s are nice anyway XC.

Tommy in EWR/LAX.
"KEEP CLIMBING" -- DELTA
 
ikramerica
Posts: 13772
Joined: Mon May 23, 2005 9:33 am

RE: AA Auto-Cancel Reservations - What Gives?

Sat Dec 10, 2005 4:50 am

Quoting Tommy767 (Reply 7):
I had a similar situation a few weeks ago.....

That isn't a similar situation. You just missed your flight.
Of all the things to worry about... the Wookie has no pants.
 
MGASJO
Posts: 344
Joined: Sat Feb 12, 2005 9:37 am

RE: AA Auto-Cancel Reservations - What Gives?

Sat Dec 10, 2005 11:30 am

Quoting Tommy767 (Reply 7):
I had a similar situation a few weeks ago.....



Quoting Tommy767 (Reply 7):
it said "YOU'RE TOO LATE."

That is nowhere similar from what JohnJ experienced
C208B
 
9252fly
Posts: 814
Joined: Thu Sep 22, 2005 7:19 am

RE: AA Auto-Cancel Reservations - What Gives?

Sat Dec 10, 2005 2:35 pm

Many large airlines have automated systems that rebook passengers during irregular operations.If you are already onboard your first flight and you will arrive late at your connecting point,you will be offloaded from your connecting flight and rebooked onto an available/operating flight that you can still connect to. If for some reason you still make it to the gate of the original flight you will most likely be a "dupe" as your seat was given to someone else. In your case and scenario,most systems are programmed to cancel your old itinerary in order to avoid this very problem of being noted as a no-show and having the remainder of you itinerary cancelled(very different from a dupe). Showing up at the gate on a rebooked itinerary and being told you were a "dupe" is something that was hardly your fault and is odd. It's difficult to be a dupe in your case,as someone has to offload you and then your seat has to be assigned to someone else. I doubt it was automated.
 
Mr AirNZ
Posts: 857
Joined: Sat Feb 02, 2002 10:24 am

RE: AA Auto-Cancel Reservations - What Gives?

Sat Dec 10, 2005 3:41 pm

Quoting Jumpseat70 (Reply 1):
If you don't show for any portion of you booked itinerary, the computer will cxld your entire trip. Every airline does that.

Not true. If you were to noshow for an Air NZ service a note goes on your file saying you noshowed but the rest of your booking remains current and active.
 
jjbiv
Posts: 1203
Joined: Mon Jan 08, 2001 10:58 am

RE: AA Auto-Cancel Reservations - What Gives?

Sat Dec 10, 2005 3:48 pm

Just remind your agent to either cancel the itinerary segment you will not be flying on from your PNR or have him move it so that it is the last segment in the record. Revenue accounting technology gets out of hand sometimes in SABRE.

joe