Hello Everyone,

Been having repeated issues of the "System" cancelling random segments of our itinerary.

​​​​​​Background info:

I originally booked this award ticket in January and have obviously gone through quite a few schedule changes and cancellations.

All flights in Business Class

Orig flight was:
SFO ZRH BKK on SWISS
BKK MNL on TG
​​MNL TPE LAX on EVA Air

Due to pandemic, we then regrouped to just go to Thailand for the Phuket Sandbox program.

I was able to secure:
SFO ZRH BKK on SWISS
BKK TPE YVR on EVA
YVR SFO on AC (I was just going to get a domestic ticket BKK HKT but that was still uncertain as transit through BKK wasn't allowed up until today.)

So anyways, while I was trying to ponder if I should just reroute and get an international flight straight into Phuket (HKT), SWISS did a schedule change and our flight ZRH BKK is now leaving 4 hours before we arrived from SFO-ZRH leaving us with a negative 4 hour connection.

I then called United.

And since its a schedule change, they rebooked our (I) class tickets onto JN class SFO-EWR-ZRH

While we're at it, as luck would have it, TG had two seats available on their non-stop ZRH-HKT so we got rebooked on that too.

So now we're booked:

SFO-EWR-ZRH JN Class on United
ZRH HKT on TG in I class

A day later I woke up and found that our record had been split into two separate reservations and :

SFO-EWR Cancelled for both of us
​​​​ZRH- HKT Cancelled for my husband only. (Thai actually alerted me since I emailed them for seat assignments and they said my husband wasn't on the record so they couldn't assign the seats.)

I called United immediately and, thank god, the agent was able to get back the last I class on TG...since I know they can't book non-saver for Star Alliance awards, and reinstated our SFO-EWR flights to reconnect to the EWR ZRH flight.

Now that's done.

Two days later, EVA Air texted us that our return flights were cancelled BKK-TPE-YVR. I logged onto United and guess what:

SFO-EWR Cancelled
BKK-TPE-YVR Cancelled as expected

So I called United again, spent almost 2 hours but agent was able to get us on:

SFO-EWR-ZRH United JN
ZRH-HKT Thai I
BKK-FRA Thai I
FRA-SFO United JN

Whew, I thought my ordeal was over. (This was yesterday.) Then this afternoon, just as I was randomly checking our flights again:

SFO-EWR Cancelled

I had to call them again, agent was able to get flights back and didn't even have to reissue tickets since the tickets already had the SFO-EWR flights on it.

I asked her if she could put a note on the record NOT TO CANCEL the flight. But she says it was the system doing it.

So, for now we're all booked on the flights but I'm so paranoid now I have to check the United app constantly to make sure none of the flights get cancelled again.

(I'm more worried about the Star Alliance flights getting canceled since United won't be a able to put us in JN class like they did for all the UA flights we're now on.)

What would you do?

Do I have any recourse to stop this from happening? We're still a few months away.

Thanks,

M.