Originally Posted by
MatthewLAX
I'm so tired of arguing with agents at the airport or on the phone over rebooking partner-issued awards when irr/ops happens.
My understanding of Star Alliance rules is that the carrier that encounters the irr/ops needs to re-protect the customer. But is that in writing anywhere or just an unspoken rule?
Originally Posted by
Often1
It is the responsibility of the ticketing carrier until the day of travel.
Originally Posted by
cfischer
The rules are clear. I would write to UA asking for compensation
Conditions: Involuntary
• When an airline undergoes a schedule change or encounters an irregularity in accordance with the general
provisions of IATA Resolution 735D, the Star Alliance member carriers agree to grant airport control
(and thereby waive the endorsement requirement) for the following:
A. non-restricted tickets;
B. restricted tickets;
C. Frequent flyer redemption tickets. After schedule changes, rebookings are made with Star Allliance
carriers according to redemption seat availability.
• No endorsement required for any fare types when an airline encounters an irregular operation (within 24
hours of departure).
OP, I share your pain. I do not think that Star has any formal policy on this. Would love to know where cfischer is quoting from. Not doubting, just really interested to know.
My only similar experiences were ANA out of NRT on UA issued award tickets canceled by ANA. I arrived at the airport to check in and only then found out the flight was canceled. One was maintenance and the other was a typhoon delaying the inbound aircraft. Both times ANA refused to rebook saying the ticket was issued by UA and only UA could re-book any type of award ticket on NH if you have not yet checked in. I called NH reservations who repeated I need to call UA. Calling UA initially gave me no joy either. Both times there was no immediate award availability and to force something open UA had to see in the system that the flights were canceled. But NH had not updated whatever database UA reads. What a mess.
NH pretty much follows the rules. So I am thinking there is no rule requiring them to rebook partner awards when they cancel. Maybe it is a Star alliance policy gap and you and I both stumbled into it over the years. Would be good to know, though.