SFOMEX
Topic Author
Posts: 1602
Joined: Sat Dec 04, 2004 8:55 am

Code Sharing: Who's Really Accountable?

Wed Jan 11, 2006 8:04 am

Flying from MEX to YYZ I had this problem. My flight was late, although only for 5 or 10 minutes. I was connecting to Rome and despite the delay I still had enough time to make my connection. Nonetheless, Canadian legislation asks every traveler to go through customs notwithstanding if you are just connecting to a foreign country, which forced me to pick up my luggage in order to pass customs. Well, I had to wait 50 minutes for my suitcase!! I’ve never witnessed a situation like that, where we had to wait that much time to get our luggage.

Obviously, since I had a tight connection, I missed my flight to Rome. After I went through customs, I walked to the connection’s desk of Air Canada. My ticket was a round trip MEX-YYZ-FCO with Air Canada, whit the first and last legs on a Mexicana flight with an Air Canada code. To my surprise, I was told there that despite I bought an Air Canada ticket they were not going to help me to get in another flight because my flight MEX-YYZ was on Mexicana. Hence, it was Mexicana’s problem and not theirs. I argued with the supervisor that I was flying Air Canada and they put me on that Mexicana flight. It was useless. Their supervisor told me to better run to Mexicana’s office at the airport in order to get some help; otherwise I would be on my own.

Thankfully, Mexicana’s people helped me out and put me on a flight to FRA, where I connected to FCO. Nonetheless, it was quite a surprise that Air Canada didn’t want to help me. Is this normal? All codesharings work the same?
The only thing worst than the GOP is the Democratic Party, think about it!
 
ANother
Posts: 1833
Joined: Thu Nov 03, 2005 2:47 am

RE: Code Sharing: Who's Really Accountable?

Wed Jan 11, 2006 4:41 pm

Quoting SFOMEX (Thread starter):
Nonetheless, it was quite a surprise that Air Canada didn’t want to help me

I'm surprised as well. Your contract is with the Marketing carrier (AC) and not the operating carrier (MX).
 
jwenting
Posts: 9973
Joined: Mon Apr 23, 2001 10:12 pm

RE: Code Sharing: Who's Really Accountable?

Wed Jan 11, 2006 4:48 pm

Correct.
If you bought your ticket from AC they're responsible. If you bought it from MX they're responsible.

Of course in the real world many people will do anything to not have to actually do their jobs and telling customers that something is SEP (somebody else's problem) is a well known way of achieving that.
I wish I were flying
 
lincoln
Posts: 3133
Joined: Mon Nov 01, 2004 11:22 pm

RE: Code Sharing: Who's Really Accountable?

Wed Jan 11, 2006 9:54 pm

Quoting SFOMEX (Thread starter):
My ticket was a round trip MEX-YYZ-FCO with Air Canada, whit the first and last legs on a Mexicana flight with an Air Canada code

As others have pointed out, the Marketing Carrier should be responsible for dealing with irregularities, but...

Out of curiosity, are you sure that your ticket was really an Air Canada ticket instead of a Mexicana ticket issued by Air Canada? If you have your receipt or boarding pass, (or better, paper tickets) etc., what are the first three digits of the ticket number (a 12 digit number, usually bottom center on boarding passes and tickets, also, at least in the US it shows up on your Credit Card statement)?

If it's 014 then it is an Air Canada ticket, and I have no idea why Air Canada wouldn't help you (and conversely why MX would have helped you)

If it's 132 then it is a Mexicana ticket, and these events make a bit more sense.

If it's something else, then... I have no ideas.
CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
 
ANother
Posts: 1833
Joined: Thu Nov 03, 2005 2:47 am

RE: Code Sharing: Who's Really Accountable?

Wed Jan 11, 2006 10:20 pm

Quoting Jwenting (Reply 2):
If you bought your ticket from AC they're responsible. If you bought it from MX they're responsible.

Yes, but ... If AC is shown as the carrier on the ticket they are responsible regardless of who issued the ticket and who actually operates the flights. If MX issued a ticket, in this case, they did so only as AC's agent and the contract remains with AC.
 
User avatar
EA CO AS
Posts: 13388
Joined: Wed Nov 14, 2001 8:54 am

RE: Code Sharing: Who's Really Accountable?

Thu Jan 12, 2006 1:16 am

Quoting ANother (Reply 4):
Yes, but ... If AC is shown as the carrier on the ticket they are responsible regardless of who issued the ticket and who actually operates the flights. If MX issued a ticket, in this case, they did so only as AC's agent and the contract remains with AC.

Actually, this is only true when dealing with pre-departure schedule changes or other anomalies - in those cases, it IS the responsibility of the TICKETING carrier (whoever marketed it is irrelevant - it's who OWNS THE MONEY that is responsible for rerouting).

However, when dealing with a situation where a customer is impacted by an actual FLIGHT IRREGULARITY (where the flight itself is delayed for one reason or another), the OPERATOR OF THE METAL THAT CAUSED THE PROBLEM is who is responsible for downline reprotects.

This only applies if all segments are issued together on the same ticket, though - if you buy two wholly separate tickets neither carrier is responsible if you misconnect.
"In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan

Comments made here are my own and are not intended to represent the official position of Alaska Air Group
 
ramerinianair
Posts: 1452
Joined: Tue Nov 11, 2003 6:03 am

RE: Code Sharing: Who's Really Accountable?

Thu Jan 12, 2006 1:40 am

I m et somebody athe LHR who got screwed BIG TIME!!! He baught a ticket on AA for JFK-LHR and then EY to TLV. I believe they were pruchased together thru AA. He was late into LHR and missed his flight. His was flying standby for 2 days without a hotel.
SR
W N = my Worst Nightmare!!!!!
 
9252fly
Posts: 814
Joined: Thu Sep 22, 2005 7:19 am

RE: Code Sharing: Who's Really Accountable?

Thu Jan 12, 2006 4:07 am

Quoting EA CO AS (Reply 5):
the OPERATOR OF THE METAL THAT CAUSED THE PROBLEM is who is responsible for downline reprotects.

Bingo!!!
 checkmark 
 
User avatar
EA CO AS
Posts: 13388
Joined: Wed Nov 14, 2001 8:54 am

RE: Code Sharing: Who's Really Accountable?

Thu Jan 12, 2006 4:36 am

Quoting Lincoln (Reply 3):
As others have pointed out, the Marketing Carrier should be responsible for dealing with irregularities, but...

Out of curiosity, are you sure that your ticket was really an Air Canada ticket instead of a Mexicana ticket issued by Air Canada? If you have your receipt or boarding pass, (or better, paper tickets) etc., what are the first three digits of the ticket number (a 12 digit number, usually bottom center on boarding passes and tickets, also, at least in the US it shows up on your Credit Card statement)?

If it's 014 then it is an Air Canada ticket, and I have no idea why Air Canada wouldn't help you (and conversely why MX would have helped you)

If it's 132 then it is a Mexicana ticket, and these events make a bit more sense.

If it's something else, then... I have no ideas.

Keep in mind that the marketing carrier and ticketing carrier aren't always the same. It's quite possible to have the ticketed itinerary showing all AC codes for all flights, yet issued on 132 ticket stock. Or vice-versa, if the marketing agreement permits.

Again, the owner of the ticket stock is responsible for reissues and reprotects when schedule changes occur prior to travel. Once travel begins though, it's the responsibility of whichever carrier is actually causing the disruption in service to reprotect the customer - the ticketing carrier becomes irrelevant at that point.
"In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan

Comments made here are my own and are not intended to represent the official position of Alaska Air Group
 
SFOMEX
Topic Author
Posts: 1602
Joined: Sat Dec 04, 2004 8:55 am

RE: Code Sharing: Who's Really Accountable?

Thu Jan 12, 2006 8:04 am

Quoting EA CO AS (Reply 5):
the OPERATOR OF THE METAL THAT CAUSED THE PROBLEM is who is responsible for downline reprotects.

That's exactly what AC's supervisor told me. MX was the flight operator so it was their responsability to get me either in another flight or a hotel room.

Quoting Lincoln (Reply 3):
Out of curiosity, are you sure that your ticket was really an Air Canada ticket instead of a Mexicana ticket issued by Air Canada? If you have your receipt or boarding pass, (or better, paper tickets) etc., what are the first three digits of the ticket number (a 12 digit number, usually bottom center on boarding passes and tickets, also, at least in the US it shows up on your Credit Card statement)?

If it's 014 then it is an Air Canada ticket, and I have no idea why Air Canada wouldn't help you (and conversely why MX would have helped you)

I just looked at the ticket and it has a 01451********** number, so it's an AC ticket.

[Edited 2006-01-12 00:27:22]
The only thing worst than the GOP is the Democratic Party, think about it!
 
lincoln
Posts: 3133
Joined: Mon Nov 01, 2004 11:22 pm

RE: Code Sharing: Who's Really Accountable?

Thu Jan 12, 2006 8:21 am

Quoting EA CO AS (Reply 8):
Keep in mind that the marketing carrier and ticketing carrier aren't always the same. It's quite possible to have the ticketed itinerary showing all AC codes for all flights, yet issued on 132 ticket stock. Or vice-versa, if the marketing agreement permits.

And my understanding is (certainly, correct me if I'm wrong!) that it is also possible to have a ticketed itenerary showing all AC codes, including one code shared by Mexicana, issued on (for example) American's 001 ticket stock or Continental's 005, or just about anyone else with interline ticketing agreements. The ticketing carrier really doesn't have to have anything to do with the airlines you're flying, from my understanding (though usually - especially in the case of a single-airline itenerary it makes the most sense to ticket on the carrier who will be operating).

A friend/ex-coworker used to co-own a travel agency (in the days that was actually a profitable thing to do -- "retired" from that about 10-15 years ago) said that occassionally an airline like United would run a promotion or something that would make it beneficial for a travel agent to ticket as much as possible on United's stock, even if there wasn't a single United flight on the itinerary.

Lincoln
CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile

Who is online

Users browsing this forum: A330NZ, AS512, audidudi, AVLAirlineFreq, Baidu [Spider], Bing [Bot], caleb1, EIDAA, flymco753, gennadius, Google [Bot], jbs2886, jetstar, kimshep, knope2001, lhpdx, lostsound, MAH4546, mugler, northstardc4m, PerfectGriffin, Prost, pugsley, res77W, thomasphoto60 and 271 guests