Hi there,

I have a situation that I need to escalate past the offshore agents I think. Here's the situation.

We booked a code share with ANA for business class to Singapore next March. When i booked it it was a 787 to NRT, then same to Singapore. I just happened to look at the reservation, and noticed two things. 1. The SFO NRT flight is now on a 777, and the NRT SIN flight is a 787 but on Air Japan, which I've never heard of. I looked at all the options, and the only way to get a 787 all the way is United's nonstop.

So I called, and the agent said they'd change us for roughly 3000, which is the current fare difference. I spoke to her supervisor who said the non stops were more expensive and they couldn't change us for free. I tried to explain that I wanted the better flight experience, which was what I booked, and at the time I didn't book on an airline I've never heard of. He told me to talk to customer care, but that's only for past flights. Is there a better escalation path?

I had a similar situation two months ago, where we had premium economy to Newark, and they changed the equipment. Would only give us a same day change to a later flight, not the next morning, which had the seats we wanted. I tried customer care, but all I got was a we're sorry, we'll pass this along note.
Any help would be appreciated. We feel like it was bait and switch.

Thanks much