AA endorses ticket to UA, UA can't find ticket / won't allow boarding
#76
Moderator: Travel Safety/Security, Travel Tools, California, Los Angeles; FlyerTalk Evangelist
Join Date: Dec 2009
Location: LAX
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Posts: 20,483
Maybe the agent was not properly trained or lazy?
When you have a ticket number, it is possible to display the e-ticket and if the coupon is not already in control of the receiving carrier, the agent can enter a command to take control of the coupon from the issuing carrier. If this fails, a manual override can be done to board the passenger and the "coupon control" issue can be handled later.
When you have a ticket number, it is possible to display the e-ticket and if the coupon is not already in control of the receiving carrier, the agent can enter a command to take control of the coupon from the issuing carrier. If this fails, a manual override can be done to board the passenger and the "coupon control" issue can be handled later.
Your email has been received.
Please be assured that your complaint is being forwarded to the [XXX airport] General Manager for review and internal handling.
Because of the confidential nature of their investigations, we are unable to share any of the details of their review with you, but we can confirm that it has been received and is being handled by the appropriate departments.
We sincerely apologize this happened to your daughter and thank you for bringing this to our attention.
Please be assured that your complaint is being forwarded to the [XXX airport] General Manager for review and internal handling.
Because of the confidential nature of their investigations, we are unable to share any of the details of their review with you, but we can confirm that it has been received and is being handled by the appropriate departments.
We sincerely apologize this happened to your daughter and thank you for bringing this to our attention.
#77
Join Date: Apr 2009
Location: SoCal (ONT), PVD/BOS, JAX, RSW
Programs: AA/US PlatPro & 1.05MM, DL Plat (challenge), UA dirt
Posts: 3,185
Last week I was traveling PSP-ORD-CDG on UA, and due to operational failures, I wind up missing the ORD-CDG so the UA agents put me on ORD-LHR-CDG, where the LHR-CDG was operated by BA. Now the interesting part is that the itinerary that was handed to me shows US7435 (operated by BA), but no boarding pass. Fast forward to LHR, where I get to the transfer desk and when they print out the boarding pass, I wasn't really paying attention to it, so I re-clear security. As I'm holding my boarding pass, I notice that it says "Paper Ticket: Coupon Required," so after security, I go to one of the help desks in T5. The agent there said "good catch (to me), because UA didn't transfer the ticket correctly, and we would have not allowed you to board since there is no coupon attached to the ticket." After 10-15 minutes of typing away on her terminal and on the phone with someone at UA over in T2, the ticket was re-issued again, but this time the eticket was properly transferred over.
So, lesson learned, and advice to all, always review the boarding pass, because if the words "Paper Ticket: Coupon Required" appear, one should find the nearest agent.
Last edited by fgirard; Feb 22, 2015 at 1:06 pm Reason: fixed grammatical issues
#78
Join Date: Dec 2007
Posts: 3,604
For domestic travel:
0 to 1 hour arrival delay No compensation.
1 to 2 hour arrival delay 200% of one-way fare (but no more than $650).
Over 2 hours arrival delay 400% of one-way fare (but no more than $1,300).
#79
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Matre-plongeur des Muccis
Posts: 62,948
I concur. It reads to me that AA failed to push over eticket to UA. UA refused to transport passengers without tickets. Sounds logical to me.
All airlines system will print boarding pass without eticket in order to accommodate paper tickets (yes they still exist). UA boarding pass is only valid for boarding if there is a 13-digit eticket number printed on it. Without it, a paper ticket or FIM is required.
All airlines system will print boarding pass without eticket in order to accommodate paper tickets (yes they still exist). UA boarding pass is only valid for boarding if there is a 13-digit eticket number printed on it. Without it, a paper ticket or FIM is required.
I had this occur when a gate agent improperly reaccommodated me on AS. I had to chase back and forth three or four times to get the proper endorsement to occur, as the AA GA kept on.tell I.g me it was done and I had to courier instructions on what actually needed doing from the AS GA. Made the flight, in the end! (Fortunately, they had gates across from each other in SMF Terminal B - but that option won't be easily available when AA moves to SMF Terminal A tomorrow night.)
#80
Join Date: Mar 2005
Location: ATL
Programs: UA , Delta Silver,TG , HHonors , AA, BA,Asia Miles,
Posts: 257
Why not gate agent looked at the payment when he issue BP.If that time it was pointed out then there was a chance that OP would get hold of AA on phone or at airport to fix it.So to me it is all UA fault by not doing their job right.
#81
Join Date: Jan 2013
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Why not gate agent looked at the payment when he issue BP
#82
Join Date: May 2004
Programs: BA blue, LH Senator, KQ (FB) gold
Posts: 8,215
I am surprised that people keep pushing this back and forth between AA and UA. AA sold the OP a ticket from YYZ to SFO via LAX. How AA provides that service is up to AA. Since they did not provide that service in a timely manner, I would direct all correspondence to AA. Let AA make the OP whole. Even if it is UA's fault, let AA collect from UA. Why should the OP be getting in the middle of what is essentially a transaction between AA and UA?
#83
Used to be PWMRamper
Join Date: Dec 2009
Location: ATL
Programs: Marriott Platinum
Posts: 999
It sounds like AA reissued the ticket properly (INVOL'D) over to UA, which is all they have to do once confirming space is available.
Unfortunately, UA's system doesn't always (read: rarely) attach the INVOL'D ticket to the newly created reservation.
This means that the agent has to go hunting for it and hook it to the PNR. It's not hard, but you have to know to look for it. Gate Agents SHOULD be aware of it, but sadly, not all agents are good agents.
BP's are easily able to be printed without a Ticket attached...but a passenger absolutely CANNOT be boarded without either a paper or an e-ticket. So for those saying it can be done after the fact...it really can't. Passenger totals can't be updated and a flight can't be closed out without those unticketed passengers being reconciled.
AA sounds like it did everything right, UA everything wrong. Once AA reissues the ticket, it's all UA's problem, even if they can't find the ticket. (Heck, there's even a DOT rule governing them not being able to find an eTicket, as far as I know.)
For those who are worried, just make sure if you're Rule 240'd over to another carrier, you get both the OAL record locater AND the new eticket number. UA's system isn't alone in struggling with this. A lot of airlines' systems don't work perfectly when a PNR is created from an OAL.
Unfortunately, UA's system doesn't always (read: rarely) attach the INVOL'D ticket to the newly created reservation.
This means that the agent has to go hunting for it and hook it to the PNR. It's not hard, but you have to know to look for it. Gate Agents SHOULD be aware of it, but sadly, not all agents are good agents.
BP's are easily able to be printed without a Ticket attached...but a passenger absolutely CANNOT be boarded without either a paper or an e-ticket. So for those saying it can be done after the fact...it really can't. Passenger totals can't be updated and a flight can't be closed out without those unticketed passengers being reconciled.
AA sounds like it did everything right, UA everything wrong. Once AA reissues the ticket, it's all UA's problem, even if they can't find the ticket. (Heck, there's even a DOT rule governing them not being able to find an eTicket, as far as I know.)
For those who are worried, just make sure if you're Rule 240'd over to another carrier, you get both the OAL record locater AND the new eticket number. UA's system isn't alone in struggling with this. A lot of airlines' systems don't work perfectly when a PNR is created from an OAL.
#85
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,461
....BP's are easily able to be printed without a Ticket attached...but a passenger absolutely CANNOT be boarded without either a paper or an e-ticket. So for those saying it can be done after the fact...it really can't. Passenger totals can't be updated and a flight can't be closed out without those unticketed passengers being reconciled.....
....For those who are worried, just make sure if you're Rule 240'd over to another carrier, you get both the OAL record locater AND the new eticket number. UA's system isn't alone in struggling with this. A lot of airlines' systems don't work perfectly when a PNR is created from an OAL.
Last edited by TerryK; Feb 23, 2015 at 8:47 pm
#86
Join Date: Jun 2004
Location: ATL
Programs: Delta PlM, 1M
Posts: 6,362
Would it help if I posted a screenshot of the two AA vouchers that I handed to UA to get my boarding pass, and then to the GA after it didn't scan? (Obviously with blacked out names and personal information)
I don't know if that is against the rules, so I will wait to see a response from a mod.
I don't know if that is against the rules, so I will wait to see a response from a mod.
You could also just type some of it in a post. Some here will know from just a few lines what the document is.
#87
Join Date: Feb 2013
Location: DCA
Posts: 7,761
Cue the 25 more pages of speculation while waiting for OP to get a response.
OP, please do let us know how this is resolved. Most OPs with these sorts of issues promise to do so, but it doesn't always happen. I think a lot of people are very curious as to how this will turn out (knowing, of course, that the time frame for resolution might very well be measured in months).
OP, please do let us know how this is resolved. Most OPs with these sorts of issues promise to do so, but it doesn't always happen. I think a lot of people are very curious as to how this will turn out (knowing, of course, that the time frame for resolution might very well be measured in months).
#88
Original Poster
Join Date: Nov 2013
Location: SFO
Programs: AA PLT, Marriott Gold
Posts: 81
Anyway, below are the two docs I left AA with:
First Document:
Passenger Receipt 1 of 1
Not Valid for Transportation; Retain This Receipt Throughout Your Journey
Endorsements/Restrictions: INVOL
Original Issue: 001XXXXXXXX 17FEB15
Issued in Exchange For: 001XXXXXXXX (different number from original issue number)
Fare Calculation: Three lines of breakdown of all sorts of numbers and letters
Stock Control Number Ticket: 001XXXXXXXXX
To the right of that number is a new number 001XXXXXXXX that the AA agent circled and mentioned was my new ticket number
Second Document:
Not Valid For Travel
Passenger Itinerary
NBR 001XXXXXXXXX (this number matches the one that the AA agent had circled on the first document, and mentioned was my new ticket number)
19 Feb Thursday
LV Los Angeles 1032PM Flt 462 United E United Airlines
AR San Francisco 1151PM
Stock Control Number Ticket: 001XXXXXXXX (this matches the stock control number on the first page)
Not Valid For Transportation
Please Note: You will be required to present a photo ID at Airport Check-In
#89
Original Poster
Join Date: Nov 2013
Location: SFO
Programs: AA PLT, Marriott Gold
Posts: 81
Cue the 25 more pages of speculation while waiting for OP to get a response.
OP, please do let us know how this is resolved. Most OPs with these sorts of issues promise to do so, but it doesn't always happen. I think a lot of people are very curious as to how this will turn out (knowing, of course, that the time frame for resolution might very well be measured in months).
OP, please do let us know how this is resolved. Most OPs with these sorts of issues promise to do so, but it doesn't always happen. I think a lot of people are very curious as to how this will turn out (knowing, of course, that the time frame for resolution might very well be measured in months).
#90
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If you had the eticket number then you had a ticket and reservation and presented yourself at the gate in time -- it sounds like UA owes you denied boarding compensation to the tune of $1,300 (depending on various factors).
If the agent was doing the correct thing then the fault lies somewhere else in UA's systems or procedures but that's UA's problem. The end result is the same.
If the agent was doing the correct thing then the fault lies somewhere else in UA's systems or procedures but that's UA's problem. The end result is the same.