Originally Posted by
glex50
Generally speaking, in the event of a schedule change or flight cancellation on an interline ticket where the airline making the change is different from the issuing airline, whose obligation is it to accommodate the passenger?
The carrier that made the change. Award tickets are extremely difficult to deal with... some airlines, like SQ, aren't helpful at all and UA's not going to spend thousands of dollars to fix their problem (e.g. 'creating' an award seat on SQ = SQ will ultimately change UA full-fare for that seat; protecting the passenger on UA = UA potentially losing money for a seat they didn't intend to give away). Revenue tickets are easier to deal with since, well, there's $$$ involved
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Nonetheless, route cancellations do happen, so how does this normally shake out?
Well, again, revenue tickets are easier to deal with because $$$'s being exchanged. Awards are VERY difficult and often the sole recourse is to offer a refund. That was the case earlier this year when we canceled one market (GDL?) and our partners didn't have available award space for protection.
How closely related does the caller need to be to the passenger.
We have a procedure to follow... if you can verify certain information (e.g. you have the PNR record locater/you know all the info pertinent to the MP account), we can assist you. That said... some agents are way to liberal in handling these types of calls.