Originally Posted by skofarrell
Not in their best interest indeed. Here's the postscript (just got off the phone with her): They said her fare was "restricted" and therefore "use it or lose it".
What's funny is that she is the chief auditor for a global Pharma co with 47,000 employees. The global HQ is in Indianapolis, the European HQ is in the UK. Her first order of business when she gets home is to sit down with the head of travel services group, share the experience, and ensure that none of their future travel business goes to BA.
They should also talk about whether any of their future travel business should go to UA. If UA caused her to misconnect, UA was responsible for getting her to her destination. It sounds like they sent her on a wild goose chase instead. Simply making someone a reservation on a later flight, if she's traveling on a restricted fare, doesn't cut it.
P.S. I'm not saying BA shouldn't have let her board the later flight, if they had space available. I think they should have.