Originally Posted by Monsieur Linguist
This itinerary must have been ticketed separately. Even on the same PNR, reservations can still be ticketed separately. If it was on a through ticket, then she would have been re-protected to another flight and not even a grumpy member of staff at the ticket desk would have neglected to follow this through. If this proved to be true though, you would have serious grounds for complaint.
Don't have the exact details of the PNR, but I believe it was booked through. When you do the lookup of the itin on UA website, all segments show up, and the eticket receipt shows BRU, and one ticket number. I can tell for sure when she gets home on Sat, and I look at her travel docs.
Without being able to see the full PNR, it is difficult to make a judgment on who is right and wrong. You definitely need to clarify that with the agent. I will make a judgment anyway and I think (hope, I suppose) that BA acted within their rights to tell you that the ticket is now null and void. I am just positive that BA would not have acted otherwise if it was a through fare all on the same ticket - not just the same reservation. Perhaps BA could have shown some goodwill but, more and more, they are sticking to the rules on tickets. I think that ultimately, the blame lies with UA for getting you to London 4 hours late.
Even if it were booked separately, given the circumstances, would it have killed BA to allow her to standby on what was described as a "wide open" later flight? I'm curious to see if they cancelled her return.
The DYKWIA routine is a little tedious, especially a DYKWIA who travels R class.
For the record, she was courteous to everyone she dealt with. The anger did not set in until she arrived without luggage a full 24 hours after she left home (and with me weighing in on her apparently being screwed over).
She's a lot more even keeled that I am, her main concern (other than actually getting there) is that she has people working for her that are right out of university. How would they have reacted given a similar situation?
FWIW, the company travel policy says economy in Europe, so class booked (especially given the slight difference in service between club and economy in Europe) does not matter in this case. Have to look after the shareholders $ and all that.