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Call from AA, booking cancelled: CX did not confirm segment
I reserved and paid for two tickets online from LAX to HKG for end of nov (outbound is direct, return stops over NRT). I just received a call from CS desk. Agent said AA cannot complete the ticket. The issue is that the leg btwn HKG and NRT is run by Cathay CX and the ticket couldnt complete. Agent unable to articulate a reason which was surprising (or it was intentional). Flight is available online. I was told to rebook and figure it out myself. Not exactly the service one expects given the circumstance. SHould be a standard code share inventory. that said, is AA supposed to honor the fare rate that I had checked out with? Any help is greatly appreciated |
Originally Posted by bl393
(Post 30098128)
I reserved and paid for two tickets online from LAX to HKG for end of nov (outbound is direct, return stops over NRT). I just received a call from CS desk. Agent said AA cannot complete the ticket. The issue is that the leg btwn HKG and NRT is run by Cathay CX and the ticket couldnt complete. Agent unable to articulate a reason which was surprising (or it was intentional). Flight is available online. I was told to rebook and figure it out myself. Not exactly the service one expects given the circumstance. SHould be a standard code share inventory. that said, is AA supposed to honor the fare rate that I had checked out with? Any help is greatly appreciated |
What was the time lapse between your booking and the call? Generally speaking, CX has 72 hours to confirm positive space. If it does not, AA must cancel the ticket. Generally the 72 hours is a non-issue, but if something goes wrong, it could be.
In any event, you really need to call the EXP desk (calling customer service should get you to EXP either because the system recognizes your phone number or when you enter your number). You need the specific reason why. |
Originally Posted by bl393
(Post 30098128)
I reserved and paid for two tickets online from LAX to HKG for end of nov (outbound is direct, return stops over NRT). I just received a call from CS desk. Agent said AA cannot complete the ticket. The issue is that the leg btwn HKG and NRT is run by Cathay CX and the ticket couldnt complete. Agent unable to articulate a reason which was surprising (or it was intentional). Flight is available online. I was told to rebook and figure it out myself. Not exactly the service one expects given the circumstance. SHould be a standard code share inventory. that said, is AA supposed to honor the fare rate that I had checked out with? Any help is greatly appreciated If the ticket was never issued, then AA is not under any obligation If the fare shown was an error , then the airline is not obliged to honour it even if tiickeed What are the details of the booking? |
Correct it was booked not ticketed from an online purchase on aa.com what im hearing is that AA is not obligated under any circumstance to maintaine fare. Now the cheapest i see is $950. To be clear tho, this was a regular fare ticket ($750 each). So not some misprint or errorenous inventory. |
Originally Posted by bl393
(Post 30098235)
Correct it was booked not ticketed from an online purchase on aa.com what im hearing is that AA is not obligated under any circumstance to maintaine fare. Now the cheapest i see is $950. To be clear tho, this was a regular fare ticket ($750 each). So not some misprint or errorenous inventory. |
Originally Posted by bl393
(Post 30098235)
Correct it was booked not ticketed from an online purchase on aa.com what im hearing is that AA is not obligated under any circumstance to maintaine fare. Now the cheapest i see is $950. To be clear tho, this was a regular fare ticket ($750 each). So not some misprint or errorenous inventory. I've had tickets not issue, and be "Pending" for about a week, because IB or CX hadn't confirmed. When I called to have it issued, they said that the particular fare wasn't available, but the EXP agent was able to work with the AA rate desk to have the fare re-constructed at the original price. No guarantee that they'll be able to do it if the specific circumstances in your case dictate otherwise, but worth a shot. |
No dice. Now paying $150 more per ticket for the next closest itineary. tks for the help but better luck next time. May write to CS to see if I can get gift cert for increased rate across itinearies and inconvenience. |
I think there’s always a note saying something like “tickets on airlines other than AA are on a request basis”, so yeah, probably not much can be done if CX wouldn’t accept the booking for whatever reason. If its the AA segment on a new booking that’s bumping the fare higher (eg, lower inventory class sold out) then they might be more willing/able to work with you to recreate at least part of your original booking. |
Would a round-trip LAX -> HKG with no stop over in NRT be acceptable to you? You might be able to request that and see if they will honor the price you booked at.
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Originally Posted by ijgordon
(Post 30102979)
I think there’s always a note saying something like “tickets on airlines other than AA are on a request basis”, so yeah, probably not much can be done if CX wouldn’t accept the booking for whatever reason. If its the AA segment on a new booking that’s bumping the fare higher (eg, lower inventory class sold out) then they might be more willing/able to work with you to recreate at least part of your original booking. The issue here has nothing to do with AA, but is rather CX's failure to confirm its segment in a timely manner. Nothing AA can do about it either. Perhaps AA will toss OP a few miles or somesuch because he is EXP, but generally speaking all OP will get is a "sorry for inconvenience, but this has nothing to do with AA." |
I had a similar situation with a complex itinerary that I was able to cobble together on AA.com involving LAN. When it was finally ticketed the fare was higher than promised. AA eventually gave me a credit for the difference. That was back in 2013, however, when doing right by the customer was not unknown at AA..
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I have flown on AA/ One World 5-6 times a year for 11 years to ASIA.
Every time a flight involves Cathay Pacific, ticketing gets screwed up. Fares change from selecting flights to clicking purchase on AA.com If you are flying through NRT try to book on Japan Airlines. |
It's just nuts that in this day and age a customer creates a booking but that it's still a crap-shoot whether or not it actually gets ticketed. For infrequent flyers who don't check on the status of the ticket to prod the right desk to forward it on and get the ticket issued, it's even more ludicrous.
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Originally Posted by enpremiere
(Post 30106530)
It's just nuts that in this day and age a customer creates a booking but that it's still a crap-shoot whether or not it actually gets ticketed. For infrequent flyers who don't check on the status of the ticket to prod the right desk to forward it on and get the ticket issued, it's even more ludicrous.
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