AA Changed My Flight, Rebooked me on Hawaiian, and Told Me that My Ticket was Invalid
Feb 16, 2021, 10:48 pm
#1
Original Poster
Join Date: Feb 2021
Posts: 23
AA Changed My Flight, Rebooked me on Hawaiian, and Told Me that My Ticket was Invalid
Hi all,
I need yall's advice LOL. I was originally confirmed systemwide upgrades for American Airlines to Hawaii for a flight 4 months in advance for my entire family, but they canceled one of my flights due to a schedule change, and rebooked me on a flight that left almost six hours later and arrived 4 hours later. I called customer service immediately and the travel agent told me that they'd accommodate me on a different flight. However, all the flights were full in business that day on AA and so the agent told me they could rebook me on a "protected carrier" like Delta, United, Hawaiian, etc. Hawaiian was the only one that had availability for us that day, and so the agent booked me on Hawaiian AND gave us a hawaiian airlines PNR code. I logged onto the Hawaiian itinerary yesterday and was able to choose seats as well as seeing the ticket number showing up on Hawaiian. Also, I got a confirmation email from AA saying that my flight was changed successfully to Hawaiian.
Fast forward to today, I saw that Hawaiian didn't put my middle name in the reservation, and so I called AA and told them to add it for me. When AA responded, out of nowhere told me that my flight wasn't valid because "Hawaiian doesn't accept AA systemwide upgrades and therefore would not let me board" despite me getting a Hawaiian PNR code and ticket numbers on both the Hawaiian and AA website. I then escalated to a manager and after a long wait, he told me that the agent somehow did successfully rebook me on Hawaiian and he would not touch my reservation. He then said that he'd resend another confirmation email to me. 15 mins later when I see the email, it then says it's now Economy (F), despite me not accepting the downgrade and the manager agreeing that it would be alright to keep us on Hawaiian. The confirmation email I got yesterday said First (F), but today it became Economy (F). However, I do know that on both Hawaiian and AA "F" is not a Domestic First class fare bucket. Furthermore, despite what the AA email says when I log on to both Hawaiian and AA websites it's still showing up as "First." Should I worry about potentially being downgraded on the day of the flight or potentially even being denied boarding for my family? It'd suck for that to happen as we need to take COVID tests to Hawaii also and it would be such a big hassle. If we do end up not being able to board the flight or if AA calls me back again, are there any options for recourse that I have?
Thanks in advance!
I need yall's advice LOL. I was originally confirmed systemwide upgrades for American Airlines to Hawaii for a flight 4 months in advance for my entire family, but they canceled one of my flights due to a schedule change, and rebooked me on a flight that left almost six hours later and arrived 4 hours later. I called customer service immediately and the travel agent told me that they'd accommodate me on a different flight. However, all the flights were full in business that day on AA and so the agent told me they could rebook me on a "protected carrier" like Delta, United, Hawaiian, etc. Hawaiian was the only one that had availability for us that day, and so the agent booked me on Hawaiian AND gave us a hawaiian airlines PNR code. I logged onto the Hawaiian itinerary yesterday and was able to choose seats as well as seeing the ticket number showing up on Hawaiian. Also, I got a confirmation email from AA saying that my flight was changed successfully to Hawaiian.
Fast forward to today, I saw that Hawaiian didn't put my middle name in the reservation, and so I called AA and told them to add it for me. When AA responded, out of nowhere told me that my flight wasn't valid because "Hawaiian doesn't accept AA systemwide upgrades and therefore would not let me board" despite me getting a Hawaiian PNR code and ticket numbers on both the Hawaiian and AA website. I then escalated to a manager and after a long wait, he told me that the agent somehow did successfully rebook me on Hawaiian and he would not touch my reservation. He then said that he'd resend another confirmation email to me. 15 mins later when I see the email, it then says it's now Economy (F), despite me not accepting the downgrade and the manager agreeing that it would be alright to keep us on Hawaiian. The confirmation email I got yesterday said First (F), but today it became Economy (F). However, I do know that on both Hawaiian and AA "F" is not a Domestic First class fare bucket. Furthermore, despite what the AA email says when I log on to both Hawaiian and AA websites it's still showing up as "First." Should I worry about potentially being downgraded on the day of the flight or potentially even being denied boarding for my family? It'd suck for that to happen as we need to take COVID tests to Hawaii also and it would be such a big hassle. If we do end up not being able to board the flight or if AA calls me back again, are there any options for recourse that I have?
Thanks in advance!
Feb 16, 2021, 11:27 pm
#2
Join Date: Jan 2011
Location: STL/ORD/MCI/SAN
Programs: AA CK MM, AC SE100K, BA Gold, UA 1K, DL Plat, Hyatt Globalist, Hilton Diamond, Marriott Platinum
Posts: 1,989
Hi all,
I need yall's advice LOL. I was originally confirmed systemwide upgrades for American Airlines to Hawaii for a flight 4 months in advance for my entire family, but they canceled one of my flights due to a schedule change, and rebooked me on a flight that left almost six hours later and arrived 4 hours later. I called customer service immediately and the travel agent told me that they'd accommodate me on a different flight. However, all the flights were full in business that day on AA and so the agent told me they could rebook me on a "protected carrier" like Delta, United, Hawaiian, etc. Hawaiian was the only one that had availability for us that day, and so the agent booked me on Hawaiian AND gave us a hawaiian airlines PNR code. I logged onto the Hawaiian itinerary yesterday and was able to choose seats as well as seeing the ticket number showing up on Hawaiian. Also, I got a confirmation email from AA saying that my flight was changed successfully to Hawaiian.
Fast forward to today, I saw that Hawaiian didn't put my middle name in the reservation, and so I called AA and told them to add it for me. When AA responded, out of nowhere told me that my flight wasn't valid because "Hawaiian doesn't accept AA systemwide upgrades and therefore would not let me board" despite me getting a Hawaiian PNR code and ticket numbers on both the Hawaiian and AA website. I then escalated to a manager and after a long wait, he told me that the agent somehow did successfully rebook me on Hawaiian and he would not touch my reservation. He then said that he'd resend another confirmation email to me. 15 mins later when I see the email, it then says it's now Economy (F), despite me not accepting the downgrade and the manager agreeing that it would be alright to keep us on Hawaiian. The confirmation email I got yesterday said First (F), but today it became Economy (F). However, I do know that on both Hawaiian and AA "F" is not a Domestic First class fare bucket. Furthermore, despite what the AA email says when I log on to both Hawaiian and AA websites it's still showing up as "First." Should I worry about potentially being downgraded on the day of the flight or potentially even being denied boarding for my family? It'd suck for that to happen as we need to take COVID tests to Hawaii also and it would be such a big hassle. If we do end up not being able to board the flight or if AA calls me back again, are there any options for recourse that I have?
Thanks in advance!
I need yall's advice LOL. I was originally confirmed systemwide upgrades for American Airlines to Hawaii for a flight 4 months in advance for my entire family, but they canceled one of my flights due to a schedule change, and rebooked me on a flight that left almost six hours later and arrived 4 hours later. I called customer service immediately and the travel agent told me that they'd accommodate me on a different flight. However, all the flights were full in business that day on AA and so the agent told me they could rebook me on a "protected carrier" like Delta, United, Hawaiian, etc. Hawaiian was the only one that had availability for us that day, and so the agent booked me on Hawaiian AND gave us a hawaiian airlines PNR code. I logged onto the Hawaiian itinerary yesterday and was able to choose seats as well as seeing the ticket number showing up on Hawaiian. Also, I got a confirmation email from AA saying that my flight was changed successfully to Hawaiian.
Fast forward to today, I saw that Hawaiian didn't put my middle name in the reservation, and so I called AA and told them to add it for me. When AA responded, out of nowhere told me that my flight wasn't valid because "Hawaiian doesn't accept AA systemwide upgrades and therefore would not let me board" despite me getting a Hawaiian PNR code and ticket numbers on both the Hawaiian and AA website. I then escalated to a manager and after a long wait, he told me that the agent somehow did successfully rebook me on Hawaiian and he would not touch my reservation. He then said that he'd resend another confirmation email to me. 15 mins later when I see the email, it then says it's now Economy (F), despite me not accepting the downgrade and the manager agreeing that it would be alright to keep us on Hawaiian. The confirmation email I got yesterday said First (F), but today it became Economy (F). However, I do know that on both Hawaiian and AA "F" is not a Domestic First class fare bucket. Furthermore, despite what the AA email says when I log on to both Hawaiian and AA websites it's still showing up as "First." Should I worry about potentially being downgraded on the day of the flight or potentially even being denied boarding for my family? It'd suck for that to happen as we need to take COVID tests to Hawaii also and it would be such a big hassle. If we do end up not being able to board the flight or if AA calls me back again, are there any options for recourse that I have?
Thanks in advance!
I've sometimes been successful with this and sometimes not. I had once burned a SWU on an AA domestic flight to SEA just before it would have expired -- the flight went mx, and I was rebooked on a nonstop to SEA on AS in F. The AC agent refused to do it and advised me to try me luck with the EP line, which worked.
Another time, my DUB-ORD flight on AA had rolling delays, and it was a morning flight where I had to be in Chicago in the late afternoon for a wedding. UA had seats in J, but AA wouldn't do it because it was a SWU (that was over the phone from my hotel room, and I probably should have just headed to the airport ticket counter, in retrospect -- I missed the wedding ceremony but at least made the hotel reception).
One other situation was an itinerary from LAS to STL, ticketed in 'D' if I remember correctly, and I got the line from the agent about it being "discounted first" and they'd only book in F on another airline if it were full fare, rather than a Y-UP. I believe I posted a thread in the past about this last situation, as it was unique, in that my companion and I first received Y confirmations from DL and then, a short time later, we received new confirmation emails for F (didn't seem to be instant upgrades, or anything like that, so it seemed someone pushed it through after the fact, perhaps reconsidering the situation).
Bottom line, YMMV, and you may not have much recourse other than cancelling the tickets and starting over if the phone agents won't budge.
Feb 16, 2021, 11:45 pm
#3
Join Date: Jan 2011
Location: STL/ORD/MCI/SAN
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A couple more points since I can't sleep tonight...
If you're ever successfully ticketed on another airline in a premium cabin in this scenario (cleared SWU on AA), try not to call back for any reason. I'd rather risk not having the middle name on the reservation than getting an over-zealous agent who might downgrade me.
I wouldn't advise just showing up at the airport in your current situation unless you're OK with the strong possibility that you'll be sitting in Y. Get it sorted out over the phone, and if that doesn't work, re-book if you must fly F/J.
If you're ever successfully ticketed on another airline in a premium cabin in this scenario (cleared SWU on AA), try not to call back for any reason. I'd rather risk not having the middle name on the reservation than getting an over-zealous agent who might downgrade me.
I wouldn't advise just showing up at the airport in your current situation unless you're OK with the strong possibility that you'll be sitting in Y. Get it sorted out over the phone, and if that doesn't work, re-book if you must fly F/J.
Feb 17, 2021, 5:36 am
#4
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Indeed - Not having middle name would not be an issue for a domestic flight. In fact, the apparent absence of the middle name from the HA reservation was probably an artifact of one of the carrier's reservation systems as opposed to any info actually missing in the record.
Feb 17, 2021, 7:50 am
#5
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Location: DCA
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Posts: 50,262
Rule 1 - If you have a properly ticketed and reserved record, do not touch it for any reason absent life-altering emergency. Your original changed tickets appeared to have been valid for travel on HA in F. It was calling to change them which resulted in the mess because it would have required AA to cancel the existing tickets and rebook in your full name. This was completely not necessary as there are only two name fields required (while some countries and thus carriers may be sticky about this, you don't face this issue generally and certainly not on a domestic ticket.
Unfortunately, all you were due was an acceptable rebooking or a refund. Rebooking with a SWU onto a non-OW carrier other than in IRROPS on the day of travel is a tough one and my guess, a mistake (to your benefit).
The bottom line question now is whether you can see your way to an AA rebooking with perhaps a departure to or from a day earlier or what it would cost to fly F on HA.
For the benefit of others, when booking more than 30 days out during the pandemic, be prepared for significant schedule disruptions. As the situation changes, there will be variations and those will either contract your schedule or mean an extra day somewhere.
Unfortunately, all you were due was an acceptable rebooking or a refund. Rebooking with a SWU onto a non-OW carrier other than in IRROPS on the day of travel is a tough one and my guess, a mistake (to your benefit).
The bottom line question now is whether you can see your way to an AA rebooking with perhaps a departure to or from a day earlier or what it would cost to fly F on HA.
For the benefit of others, when booking more than 30 days out during the pandemic, be prepared for significant schedule disruptions. As the situation changes, there will be variations and those will either contract your schedule or mean an extra day somewhere.
Feb 17, 2021, 10:01 am
#6
Original Poster
Join Date: Feb 2021
Posts: 23
Rule 1 - If you have a properly ticketed and reserved record, do not touch it for any reason absent life-altering emergency. Your original changed tickets appeared to have been valid for travel on HA in F. It was calling to change them which resulted in the mess because it would have required AA to cancel the existing tickets and rebook in your full name. This was completely not necessary as there are only two name fields required (while some countries and thus carriers may be sticky about this, you don't face this issue generally and certainly not on a domestic ticket.
Unfortunately, all you were due was an acceptable rebooking or a refund. Rebooking with a SWU onto a non-OW carrier other than in IRROPS on the day of travel is a tough one and my guess, a mistake (to your benefit).
The bottom line question now is whether you can see your way to an AA rebooking with perhaps a departure to or from a day earlier or what it would cost to fly F on HA.
For the benefit of others, when booking more than 30 days out during the pandemic, be prepared for significant schedule disruptions. As the situation changes, there will be variations and those will either contract your schedule or mean an extra day somewhere.
Unfortunately, all you were due was an acceptable rebooking or a refund. Rebooking with a SWU onto a non-OW carrier other than in IRROPS on the day of travel is a tough one and my guess, a mistake (to your benefit).
The bottom line question now is whether you can see your way to an AA rebooking with perhaps a departure to or from a day earlier or what it would cost to fly F on HA.
For the benefit of others, when booking more than 30 days out during the pandemic, be prepared for significant schedule disruptions. As the situation changes, there will be variations and those will either contract your schedule or mean an extra day somewhere.
Just to clarify, the agent actually did not reissue my ticket, and told me because my middle name was on my original reservation all the data would be transferred to my secure flight profile, and so she told me my ticket would be left alone. AND THEN she called back like five minutes later and said my ticket was invalid, and so I escalated to a manager and then he said because the agent I contacted when my flight got changed somehow did reissue my ticket in HA F, he would just leave it alone, noting that it was unusual that the agent was able to. I assume that in this scenario, my tickets are still valid for HA F, correct? Though this supervisor did resend a confirmation email that said economy, it did have an “F” next to it which I assume is the First Class fare bucket, and when I log into AA and HA I see no changes on the reservation indicating that I had been rebooked in economy. Also, if I press “share itinerary” in the AA website, the email that is sent to me DOES say first. Not sure why that one rogue email said economy 😅😅. I should be okay right?
Feb 17, 2021, 10:28 am
#7
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Location: DCA
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That is a bit different.
I would assume nothing.
I would call HA and, without getting into any details, simply ask that the agent confirm that you are reserved and ticketed -- stress ticketed -- in F and ask the agent to confirm the seats. There really isn't more to be done than that. After all, what matters is whether HA issues you BP's in F. What various websites do and do not show is not relevant.
At that point, leave it alone. As noted above. Do not call or otherwise touch the PNR on either website.
I would assume nothing.
I would call HA and, without getting into any details, simply ask that the agent confirm that you are reserved and ticketed -- stress ticketed -- in F and ask the agent to confirm the seats. There really isn't more to be done than that. After all, what matters is whether HA issues you BP's in F. What various websites do and do not show is not relevant.
At that point, leave it alone. As noted above. Do not call or otherwise touch the PNR on either website.
Feb 17, 2021, 3:53 pm
#9
Join Date: May 2002
Location: Arizona
Posts: 5,689
Op Thank you for clarifying as I also was going to chime in and ask why would you call over a missing middle name. I would try and get seats assigned in F on HA on the phone and then at the airport. But AA does not have to protect you in F on an upgrade instrument.
Feb 17, 2021, 6:25 pm
#10
Join Date: Aug 2010
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Useless information, but I do feel bad for you OP. Whilst everyone is basically right that you shouldn't have called back, don't be too hard on yourself or take their replies personally. But do kindly heed their advice should a strange situation as this come up again.
On a different note, could you have waited and called back each day until an open business seat opened up, lots of people are making and cancelling and holding reservations these days... alas.
Have a wonderful time!
On a different note, could you have waited and called back each day until an open business seat opened up, lots of people are making and cancelling and holding reservations these days... alas.
Have a wonderful time!
