Originally Posted by
vnfilm1
I contact United again 1-800-864-8331, but unable to go further. It seems United agent does not want ( or does not have a power) to contact EVA to confirm my award ticket , then modify it on their system.
United agents go by what it shows on United system and can not update manually . I hang up and call again, and I was told, the system (EVA) must talk to system (United) to confirm an award ticket and in order for for the seat to be valid, no human can interfere it .
They also told me that my confirmation status on EVA web is not valid . The United system still show that I have no award ticket on EVA flight BR18 and nothing United agent can do until EVA release an award seat to United by the system. And no one know when my waitlisted status with United is changed .
I have until 31 days before my departure day to cancel my booking to get a full refund . Not sure what best option to do at this point .
let’s make sure you have accurate information here.
UA absolutely can (and should) contact EVA to find out status. If an agent won’t do that, you need to either ask for a supervisor to help, or HUCA (hang up and call again).
it’s hard to know what EVA is showing, but you may want to call them with the EVA (Amadeus) PNR. See what they say. If they show you as confirmed, ask them to read you the ticket number they see. If it’s anything other than the one UA has now (after change), then their system does not have the most current info and you won’t be able to get on. That needs to be rectified.
UA can see availability, but for many (or most?) partners, it is not real-time. When you book any ticket - revenue or award, the operating carrier has time to confirm space. On non-alliance partners, IATA rules allow up to 72 hours for this - but *A rules require it to be within 24 hours. If it’s been longer than that, something has gone wrong.
personally, I’d check space for a new award as. If it’s bookable at a price you like, book it. Clearly, something is wrong within the current reservation and starting fresh is probably your best option. Without fees, this is simple and you should have miles refunded right away (fees take a few days to get back on your card). If you have enough miles, rebook first, then refund existing ticket.
if award space isn’t showing on currrent routing, is there an acceptable alternate routing you can book? Sounds (to me) like working within the current PNR is the least desirable option, given what has happened.
lastly, on a more general note, awards are fully refundable up until departure time worldwide, both miles and fees/taxes. No restriction within 30 days (anymore). So you can always cancel as an option.