FlyerTalk Forums - View Single Post - Definitive "Booking Japan Airlines (JL) Using AS Miles" Thread (2023-26)
Old Jun 26, 2024 | 9:26 am
  #991  
skimthetrees
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Originally Posted by Mazino
Hi,

Long time lurker. First time booking awards with AS.

I had JL1 SFO-HND in F booked on Nov29, with some preceding AS flights YYC-SEA-SFO on Nov28. However, due to AS schedule changes, the YYC-SEA-SFO flights no longer operated Nov28. The agent put me on hold to gather some alternatives.

Somehow, the first agent transferred me by accident to another agent, but they were happy to help anyway. The second agent reiterated the first agent's proposed change:

YYC-SEA-SFO Nov27
SFO-HND F Nov28

I accepted this change and received the updated itinerary but was skeptical that this change was made so easily, so I asked for the JL PNR before letting the agent go.

Unfortunately, after a long period on hold, the agent returned to say this flight was not confirmed. The updated itinerary I had received was a "desired flight" itinerary.

They were unable to put me back on my original flight (space no longer available?), so I escalated to a supervisor, who said they would put through a request to global liaison. Otherwise, nothing they can do.

I'm waiting for a callback or email update, but I'm wondering if anyone has any experience in similar situations.
You did well for your first booking. There have been many instances of JAL cancelling flights or rescheduling flights to make connections invalid and in those cases, after being contacted by the AS JAL liaison, JAL will open space on other JAL flights. Your case is different. In your case AS flights were canceled by AS. JAL technically does not have responsibility to rebook here, but maybe at AS's urging they will. What should have happened is AS should have booked you on alternate flights to meet your original JAL flight, or, as what the agent tried to do, rebook for a different flight with space available. Unfortunately, your AS agent tried to book you on a JAL flight that did not have confirmed space available and also canceled your original flight. This really is AS's mistake and if this were a fair world AS would fix it. I don't know what they will do here. My guess is they will ask JAL to fix the AS blunder and if JAL does not agree that AS likely will tell you they cannot fix it. I would push back hard and escalate up the supervisory chain if they do you dirty like that, asking to speak with a supervisor and explain how AS made the mistake of canceling your original JAL F flight without your permission and they need to fix it. If they do not then this definitely warrants filing a DOT complaint. Please update us on the outcome.

One recommended procedure is to not call the regular reservation line, which has a pool of agents, some of which are not well trained on handling issues with partner reservations. Call the partner desk phone number (should be found in this thread somewhere) during regular AS Seattle business hours for best results.
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