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Alaska cancelled flight, wonít rebook companion fare on partner airline

Alaska cancelled flight, wonít rebook companion fare on partner airline

Old Aug 7, 19, 5:34 pm
  #1  
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Alaska cancelled flight, wonít rebook companion fare on partner airline

Newbie here in need of advice. Two months ago I booked tickets to Cabo for my family of four using one companion fare. Happened to be checking my account to see that Alaska canceled the flight and rebooked me to a flight that is not possible (2nd leg departs before 1st leg arrives). I called them to correct their mistake. They have a nearly identical flight available from a partner airline on their website that I requested instead. They said because I had a companion fare they could not use a partner airline and I would not be able to fly out that day. My options were for a refund or to fly on a different day. All of our travel arrangements have been made and paid for so travel on a different day is not possible. The new flights are now over $1000 so not an option either. I am now waiting for a call back within the next 48 hours from a supervisorís supervisor 🙄. I am exhausted and irritated that they donít feel they need to find me a comparable flight despite me using a companion fare . Any advice in talking to AA?

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Old Aug 7, 19, 7:30 pm
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Welcome to Flyertalk @Melissa Melendez and good luck with your adventure. Escalation can help; but I'm not very optimistic that you'll have success with this. What is the routing you had? Can you overnight in SEA? Maybe AS can put you up in a hotel there so you make your downline connection.

AS is extremely inflexible with companion certs. Even "day of" disruptions I've had them unwilling to move me to other carriers when on a companion certificate. Glad you saw this with some advanced notice
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Old Aug 7, 19, 10:48 pm
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its all about that companion cert, That basically limits you to only AS, There is nothing AA can do because its book on AS through AS using a special AS only item. :/ hoping for the best for you
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Old Aug 7, 19, 11:33 pm
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Originally Posted by beckoa View Post
Even "day of" disruptions I've had them unwilling to move me to other carriers when on a companion certificate.
Really? I've been sent over to UA on an IRROP on a companion cert before.
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Old Aug 8, 19, 3:04 am
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Originally Posted by channa View Post
Really? I've been sent over to UA on an IRROP on a companion cert before.
Me too. Moved over to AA on a companion fare when there no reroute available on AS.
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Old Aug 8, 19, 8:14 am
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Thank you for the insight friends. We are flying Reno to Cabo. I’m so used to SW bending over backward for me so was shocked when they told me you we won’t give you a comparable flight that day. ��

interestingly the group we are traveling with booked the same flight through Travelocity. Travelocity sent them an email informing them of this cancellation (Im glad somebody’s on the ball) and also changed them at no charge to the flight that day that AA won’t put us on, apparently eating the price difference. I informed AA that Travelocity provided them with better customer service than I was receiving as an AA member booking directly through them, I am still waiting to hear back from a supervisor, I will see if we can change our plans to depart Reno a day early to LA and stay for the night to join the rest of our traveling party that has a stopover in LA the next day and request hotel/food vouchers. Thanks for the help!

Last edited by Melissa Melendez; Aug 8, 19 at 8:23 am
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Old Aug 8, 19, 8:29 am
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AA=American Airlines
AS=Alaska Airlines

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Old Aug 8, 19, 8:29 am
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SMF-SAN-SJD
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Old Aug 8, 19, 8:47 am
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Originally Posted by rustykettel View Post
AA=American Airlines
AS=Alaska Airlines

Oohhh, thank you lol. Figured since I was posting in the AS forum you guys would speak my language 😁 Now that youíre all thoroughly confused lol.
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Old Aug 8, 19, 9:33 am
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Originally Posted by Melissa Melendez View Post
Thank you for the insight friends. We are flying Reno to Cabo. Iím so used to SW bending over backward for me so was shocked when they told me you we wonít give you a comparable flight that day. ��
Originally Posted by Melissa Melendez View Post
Oohhh, thank you lol. Figured since I was posting in the AS forum you guys would speak my language 😁 Now that youíre all thoroughly confused lol.
We all do speak the same language, and for two letter codes, it's IATA.

Also, I'm surprised someone from Reno would be used to flying on SW (Air Namibia)
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Old Aug 8, 19, 10:09 am
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Originally Posted by Melissa Melendez View Post
Interestingly the group we are traveling with booked the same flight through Travelocity. Travelocity sent them an email informing them of this cancellation (Im glad somebodyís on the ball) and also changed them at no charge to the flight that day that AA wonít put us on, apparently eating the price difference. I informed AA that Travelocity provided them with better customer service than I was receiving as an AA member booking directly through them, I am still waiting to hear back from a supervisor, I will see if we can change our plans to depart Reno a day early to LA and stay for the night to join the rest of our traveling party that has a stopover in LA the next day and request hotel/food vouchers. Thanks for the help!
It is good to see some dara points on reaccommodation to other airlines (although your situation isn't IRROPS) when traveling on a companion certificate, however, you are comparing apples with oranges.

The group who booked through Travelocity did not book with a companion certificate. Your companion certificate reduced the fare for your companion to $99 plus fees & taxes. Companion certificates have additional restrictions, must be on AS metal flights only and cannot be used other than on the AS website or through the AS call centre.

Do you have AS Elite Status? In many cases, written policy "flies" away when status arrives. YMMV

AS might very well allow a change without fee if you don't have a change fee waiver to fly to LAX the night before but I wouldn't expect a hotel & food vouchers but you can request them. Departing early would be voluntary, flying to LAX and missing the connection isn't.

James
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Old Aug 8, 19, 10:20 am
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Originally Posted by CZBB View Post
We all do speak the same language, and for two letter codes, it's IATA.

Also, I'm surprised someone from Reno would be used to flying on SW (Air Namibia)
I am also surprised "FU" (Fuzhou Airlines in China) hasn't been excluded from the IATA list.

James
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Old Aug 8, 19, 10:58 am
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Originally Posted by Flying for Fun View Post
It is good to see some dara points on reaccommodation to other airlines (although your situation isn't IRROPS) when traveling on a companion certificate, however, you are comparing apples with oranges.

The group who booked through Travelocity did not book with a companion certificate. Your companion certificate reduced the fare for your companion to $99 plus fees & taxes. Companion certificates have additional restrictions, must be on AS metal flights only and cannot be used other than on the AS website or through the AS call centre.

Do you have AS Elite Status? In many cases, written policy "flies" away when status arrives. YMMV

AS might very well allow a change without fee if you don't have a change fee waiver to fly to LAX the night before but I wouldn't expect a hotel & food vouchers but you can request them. Departing early would be voluntary, flying to LAX and missing the connection isn't.

James
That makes sense with the companion fare. They already have us booked on the LAX to Cabo portion. Itís the new Reno to San Jose - San Jose to LAX portion that theyíve assigned us that doesnít jive - they have us arriving in San Jose at 7:30 AM and then departing from San Jose to LAX at 6:50 AM. I am new so they wonít allow me to post a screenshot. The request for hotel expenses are only because they will not put me on another flight for that day that I already booked and paid for months ago. I just donít think itís right that I am out of pocket at an overnight hotel for my family of 4 for their cancellation and impossible reassigned itinerary.

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Old Aug 8, 19, 10:59 am
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I very much appreciate this feedback!
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Old Aug 8, 19, 11:40 am
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Originally Posted by channa View Post
Really? I've been sent over to UA on an IRROP on a companion cert before.
Mechanical cancellations on the day of travel are handled differently than a routine schedule change weeks or months ahead.
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