oneworld - How to handle a "denied boarding" on a DONE4?

Hoping that people on the board have run into this issue and can advise:

in the middle of a done4 in Sydney and had to change my ticket a bit. Called up friendly AA RTW desk and change from syd-lhr to syd-hkg as I'm connecting to an ACIRC22 from hkg. Show up at check in about 90 mins before flight only to be told by CX that my reservation has been cancelled because they didnot receive a ticket number with the booking. Of course AA RTW desk is closed so I had to either pay 5000 for a one-way j class or 1500 for why? Class. I couldn't risk waiting until the deal opened as I needed to be in hkg for a meeting the in lax on the acirc for Monday am.

I paid the 1200 just to get me to hkg and am know wondering what type of compensation I should ask for? Obviously the cash I spent but I also now have the problem of ending my acirc in hkg while having a done4 where I'm still in syd according to the ticket.

Anyone run into this before and have any advice or thoughts? I'm a BA member so AA points are rather useless.

Thanks,

ACN

Most probably they just changed the reservation but didn't actually re-issue the ticket.

But you don't need the AA RTW desk to do this. AA in Australia or anywhere in the world would have been able to solve this quickly so by calling AA in Australia you could have still gotten onto the flight (provided there actually was space available).

In terms of compensation, I would expect for AA to either pay you for your flight to HKG plus the flight back to SYD to continue your DONE4 or alternatively to pay you something above and beyond for the involuntary downgrade and then re-issue the ticket for free from HKG.

Most probably they just changed the reservation but didn't actually re-issue the ticket.

But you don't need the AA RTW desk to do this. AA in Australia or anywhere in the world would have been able to solve this quickly so by calling AA in Australia you could have still gotten onto the flight (provided there actually was space available).

In terms of compensation, I would expect for AA to either pay you for your flight to HKG plus the flight back to SYD to continue your DONE4 or alternatively to pay you something above and beyond for the involuntary downgrade and then re-issue the ticket for free from HKG.

I did actually call the AA desk in Australia and the general reservations number in the US and they both said they couldn't touch the ticket as it was issued by "meeting services" which I guess is a special internal dept including the RTW desk. Probably got an inexperienced weekend agent!

Hang on a minute - if you had a ticket that was valid in J and they had space in J then why didn't you simply make a new reservation with CX on the spot?

This is yet another example where a paper ticket would have saved you a huge amount of stress and (probably) money. I am still strongly in favour of paper tickets whenever I have an itinerary that is anything other than 100% certain and final.

Hang on a minute - if you had a ticket that was valid in J and they had space in J then why didn't you simply make a new reservation with CX on the spot?

This is yet another example where a paper ticket would have saved you a huge amount of stress and (probably) money. I am still strongly in favour of paper tickets whenever I have an itinerary that is anything other than 100% certain and final.

+1

In theory, any OW airline should have been able to take over the reservation and re-issue the ticket (with their taxes and fees of course).

Alway check & re check on the airlines web site & www.checkmytrip.com. That ticket number is very important
Not the the same issue but see this post (http://www.flyertalk.com/forum/12284267-post230.html) for IT issues with CX. Linked from post 67 in this thread. (http://www.flyertalk.com/forum/trip-reports/959636-definitely-addicted-another-rtw-first-one-world-2.html#post12275412)

Hang on a minute - if you had a ticket that was valid in J and they had space in J then why didn't you simply make a new reservation with CX on the spot?

This is yet another example where a paper ticket would have saved you a huge amount of stress and (probably) money. I am still strongly in favour of paper tickets whenever I have an itinerary that is anything other than 100% certain and final.

Agent at check-in (and ticketing) said 'firmly' it was AA who had to re-issue the ticket/reservation.

Agreed...have learned my lesson and will only get paper tickets from now one unless I'm 101% certain of the final itinerary.

Agent at check-in (and ticketing) said 'firmly' it was AA who had to re-issue the ticket/reservation.This is just wrong, and I would have escalated up to the Station Manager and got a written statement that they were refusing to reissue the ticket. Then you would have had a case for going after CX.

And the ticket did not need re-issung. xONEx tickets are flexible tickets. They are NOT "valid flt/date shown". They can be used on any flight on OW airlines on the route for which the coupon is valid.

....xONEx tickets are flexible tickets. They are NOT "valid flt/date shown". They can be used on any flight on OW airlines on the route for which the coupon is valid.Provided A-D-L class is available on the particular flight

This seems to be an CX problem.
Running into the same problem twice with CX and never ever with any other airline.
Once in SGN i wanted to have an electronic AONE ticket rewritten after a routing change made with them. They refused because they have no ticket counter and asked me to go to the city office (which was closed at the time). At the end i bought a new ticket SGN-HKG (which surprisingly where able to do even without a ticket office). After threatening to sue and nasty lawyer letters CX in Germany finally refunded the money.
The other case was an AA ticket. Showed up in HKG. They refused, because they cancelled the reservation because of no ticket number. The ticket was valid for that day/that flight. They triied to tell me to go away but i politely refused, told them I will wait at the check in counter until they solved the problem. After standing there for about one hour and several attempts to tell me that they could not do anything they finally issued the boarding pass.

I have been denied boarding on a oneworld Europe airpass due to a similar situation. I can't seem to find my own thread now but in short:
1) I had a paper ticket ticketed on AA document
2) I slept in, got to MXP too late, missed MA flight to BUD
3) AA desk at MXP rebooked the flight, but messed up in reissuing (hindsight a wonderful thing - should've just called the ATW desk first which was open at that time)
4) Check in agent couldn't find any ticket in the reservation
5) Rang up AA EXP desk at the airport, but they couldn't do much to help. I got their ok to buy a brand new ticket and ask for refund from AA after the trip.
6) AA refunded me after my trip for the value of the new MXP-BUD ticket

....And the ticket did not need re-issung. xONEx tickets are flexible tickets. They are NOT "valid flt/date shown". They can be used on any flight on OW airlines on the route for which the coupon is valid.

Some of the flexible tickets I purchased have not valid before / not valid after filled in with flight date. This makes them essentially fixed date tickets and require re-issuance for date changes even though there is no charge. I questioned my TA and airlines and was told the computer does that automatically.:confused:

4) Check in agent couldn't find any ticket in the reservationWhy did they need to? You had a valid paper ticket coupon in your hand.

I can't seem to find my own thread now

http://www.flyertalk.com/forum/oneworld/921002-oneworld-revolved-then-wobbled-around-us.html

Hoping that people on the board have run into this issue and can advise:

in the middle of a done4 in Sydney and had to change my ticket a bit. Called up friendly AA RTW desk and change from syd-lhr to syd-hkg as I'm connecting to an ACIRC22 from hkg. Show up at check in about 90 mins before flight only to be told by CX that my reservation has been cancelled because they didnot receive a ticket number with the booking. Of course AA RTW desk is closed so I had to either pay 5000 for a one-way j class or 1500 for why? Class. I couldn't risk waiting until the deal opened as I needed to be in hkg for a meeting the in lax on the acirc for Monday am.

I paid the 1200 just to get me to hkg and am know wondering what type of compensation I should ask for? Obviously the cash I spent but I also now have the problem of ending my acirc in hkg while having a done4 where I'm still in syd according to the ticket.

Anyone run into this before and have any advice or thoughts? I'm a BA member so AA points are rather useless.

Thanks,

ACN

I had a similar situation. I was doggedly active for a few hours, and then follow-up afterwards to make sure things went smoothly, ultimately.
http://www.flyertalk.com/forum/oneworld/999952-chaos-missied-flight-am-i-trouble-double-booked.html

Some of the flexible tickets I purchased have not valid before / not valid after filled in with flight date. This makes them essentially fixed date tickets and require re-issuance for date changes even though there is no charge. I questioned my TA and airlines and was told the computer does that automatically.:confused:

The NVA date would have most likely been for 12 months in advance, not the day of travel.

Never had the problem with oneworld, but have twice with star.

Wouldn't it be grand if the "alliances" had an alliance wide 24hr ticket problem resolution desks (for alliance marketed products such as xONEx's) that airport staff could contact, to resolve these issues - they seem to happen more frequently than one would expect.

Never had the problem with oneworld, but have twice with star.

Wouldn't it be grand if the "alliances" had an alliance wide 24hr ticket problem resolution desks (for alliance marketed products such as xONEx's) that airport staff could contact, to resolve these issues - they seem to happen more frequently than one would expect.

When I had a problem with *A the SK staff was very happy to just take over a UA issued ticket and re-issue it. I then actually ended up having it re-issued by LH.

Why did they need to? You had a valid paper ticket coupon in your hand.

AA's ticket desk at MXP took away that particular coupon and claimed that they'd turned it into an eticket. I should've triple checked... again - hindsight 20/20.

And thanks for finding the thread DUF!

Traveled on several DONExs and never had a problem until this latest one when CX issued the ticket. I have had nothing but problems ever since. Trying to change, once changes have supposedly been made other airlines not being able to find the ticket number in the reservation etc etc. I think this post on the OneWorld site indicates that there are problems:
"By the time it joins oneworld, Mexicana will have completed the migration of its main IT platforms to Amadeus Altea - alongside oneworld partners British Airways, Finnair, Iberia, LAN, Malév Hungarian Airlines and Qantas, with Cathay Pacific also committed to transfer to this provider soon."

...snip...They tried to tell me to go away but i politely refused, told them I will wait at the check in counter until they solved the problem. After standing there for about one hour and several attempts to tell me that they could not do anything they finally issued the boarding pass. Try that at the wrong airport (e.g. probably any airport in the U.S.) and when the agent tires of you, the airport police will explain that you're violating some rule or another and "invite" you to be on your way.

Try that at the wrong airport (e.g. probably any airport in the U.S.) and when the agent tires of you, the airport police will explain that you're violating some rule or another and "invite" you to be on your way.I assume that the police would have been welcomed, as he could have filed an official complaint against CX with them or, at a minimum, be witnesses to what CX did (that's what I would have done).

to echo wijibintheair - same here - first CX issued DONE3 after many DONEx's already completed (all AA issue) and omg - nothing but problems - cannot get a single date change done iwthout a problem. AA can't reissue the tix because CX has it "locked" or "tax lines" are missing or something or the other...

ARGH!!

So I finally talked to AA RTW desk. They confirmed that their ticketing department had not re-issued the ticket...no explanation offered as to why that didn't happen.

Will refund the $1500 AUD cost of the economy ticket that I bought to get me from SYD-HKG, but nothing else. No offer for any other compensation. They did however say that had I bought the $5,000 one-way business class ticket, they would have refunded that.

So lesson learned if you book with AA, and something goes wrong, pay for the class you're supposed to be travelling in and let them sort out refunding you later.

I'm guessing I haven't burned the syd-hkg segment on the ticket, so I guess I could use it later if, for some reason, I need it.

Very frustrating to deal with it at the time, but at least the lead agent at AA RTW desk was clear that I should have followed the advice of others who posted (i.e. get a paper ticket, stand there demanding the station manager until my issue is resolved, etc.)

So I finally talked to AA RTW desk. They confirmed that their ticketing department had not re-issued the ticket...no explanation offered as to why that didn't happen.

Funny you mentioned this as my MAD-DME leg had not been re-issued by the ticketing department last month. Interestingly, boarding pass for MAD-DME was issued but with no ticket number printed on it (no-one had picked up on it but me!) RTW Desk were apologetic but no explanation were offered either. Luckily I was connecting from JNB so I had time to ring AA RTW Desk to get the ticket reissued before my flight.