Recovery when things go wrong on a Lifemiles award
#1
Original Poster
Join Date: Nov 2005
Programs: DL, AA, UA, US, SW, Marriott Plat, Hyatt Plat, PC Plat, SPG Gold, HHonors
Posts: 236
Recovery when things go wrong on a Lifemiles award
I flew on my first Lifemiles award redemption earlier this week, and unfortunately things went sideways. I would be interested to hear about others' experiences in similar situations. My original routing was BKK-CDG-FRA-IAD, with the first segment in Thai Royal First and the remaining in LH biz. Due to an technical issue at BKK and thanks to a longer flight time rerouting around Pakistan, my flight from BKK to CDG was 2 hours late upon arrival, and I missed my connection to FRA. After seeking assistance airside with no success, I eventually made may way to the check-in areas for both LH and TG. However, both airlines refused to provide any re-booking help, just shrugged their shoulders and said this isn't our problem.
Given how difficult it was to get the award booked in the first place, I had zero confidence in the Lifemiles CS being able to provide any timely resolution, especially since there was no longer award availability. I guess I (incorrectly) assumed that Thai would take responsibility for the recovery, given it was their flight that was late, and I was traveling in first class. I ended up being forced to book a separate ticket to get myself home from Paris, on United.
Any thoughts on what I should have done differently, other than apparently booking a connection with just over two hours? I plan to reach out to LM shortly about options, but wanted to solicit feedback from this group first.
Given how difficult it was to get the award booked in the first place, I had zero confidence in the Lifemiles CS being able to provide any timely resolution, especially since there was no longer award availability. I guess I (incorrectly) assumed that Thai would take responsibility for the recovery, given it was their flight that was late, and I was traveling in first class. I ended up being forced to book a separate ticket to get myself home from Paris, on United.
Any thoughts on what I should have done differently, other than apparently booking a connection with just over two hours? I plan to reach out to LM shortly about options, but wanted to solicit feedback from this group first.
#2
Join Date: May 2011
Posts: 183
I once had a LH to LH connection which wasn't possible due to a delay in the first flight. LH after a little pushing booked me on EK on their own dime. Once the control of the ticket is with airport the operating carriers need to take charge.
#3
Join Date: Jul 2013
Location: BTS
Posts: 611
Unacceptable! Unfortunately, you should have solved this at the airport, now it is going to be (much) more difficult. The CDG-FRA-IAD coupons are unused so Lifemiles will refund them but BKK-CDG costs as much as BKK-IAD so there will be very little miles refund (if any).
Thai was responsible so they should have rebooked you; the contract of carriage says that they are responsible for flying you to your final destination. The type of ticket doesn't make any difference. You should write to Thai explaning the situation (that the airport staff refused to rebook you) and that you want a compensation for the ticket you ended up booking.
Thai was responsible so they should have rebooked you; the contract of carriage says that they are responsible for flying you to your final destination. The type of ticket doesn't make any difference. You should write to Thai explaning the situation (that the airport staff refused to rebook you) and that you want a compensation for the ticket you ended up booking.
#4
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
It was, in fact, TG's responsibility as the late-delivering carrier to reroute you to IAD. Your sole recourse is against TG and short of suing in a Thai or French court, you are unlikely to find any relief.
I would send a note to TG noting that you were delayed on arrival and misconnected as a result of a delay caused by TG, that you asked TG to rebook you (provide the name, description and location of the individual with whom you spoke), and that he refused to rebook. Accordingly, ask that TG reimburse the cost of the replacement ticket you purchased from UA. Keep it to that. It will almost certainly be denied. With that denial, make a claim against your travel insurance.
While I appreciate your views of AV/LM, but they might well have helped out here. As the ticketing carrier, they did not have responsibility for the reroute, but you can't know without asking. It forecloses one route for you.
If you want to try suing TG in a French court, go ahead, but it seems not worth it. unless you have the skills and time.
I would send a note to TG noting that you were delayed on arrival and misconnected as a result of a delay caused by TG, that you asked TG to rebook you (provide the name, description and location of the individual with whom you spoke), and that he refused to rebook. Accordingly, ask that TG reimburse the cost of the replacement ticket you purchased from UA. Keep it to that. It will almost certainly be denied. With that denial, make a claim against your travel insurance.
While I appreciate your views of AV/LM, but they might well have helped out here. As the ticketing carrier, they did not have responsibility for the reroute, but you can't know without asking. It forecloses one route for you.
If you want to try suing TG in a French court, go ahead, but it seems not worth it. unless you have the skills and time.
Last edited by Often1; Mar 8, 2019 at 10:38 am
#6
Original Poster
Join Date: Nov 2005
Programs: DL, AA, UA, US, SW, Marriott Plat, Hyatt Plat, PC Plat, SPG Gold, HHonors
Posts: 236
I appreciate everyone's feedback. I believed at the time Thai should be responsible for my reroute, but 30+ minutes of discussion had yielded no movement on their part. I was also somewhat against the clock, as I knew there was a UA flight departing within the next 90 minutes, so I opted to rebook a MileagePlus ticket with them, as I was really needing to get home that evening. This was one of those instances where having access to miles comes in very handy. While I believed I would be able to file a claim for reimbursement, I was not willing to risk being out of pocket $3100 for the new ticket.
I plan to follow-up with both Avianca and Thai and ultimately my travel insurance provider.
I plan to follow-up with both Avianca and Thai and ultimately my travel insurance provider.
#7
It was, in fact, TG's responsibility as the late-delivering carrier to reroute you to IAD. Your sole recourse is against TG and short of suing in a Thai or French court, you are unlikely to find any relief.
I would send a note to TG noting that you were delayed on arrival and misconnected as a result of a delay caused by TG, that you asked TG to rebook you (provide the name, description and location of the individual with whom you spoke), and that he refused to rebook. Accordingly, ask that TG reimburse the cost of the replacement ticket you purchased from UA. Keep it to that. It will almost certainly be denied. With that denial, make a claim against your travel insurance.
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I would send a note to TG noting that you were delayed on arrival and misconnected as a result of a delay caused by TG, that you asked TG to rebook you (provide the name, description and location of the individual with whom you spoke), and that he refused to rebook. Accordingly, ask that TG reimburse the cost of the replacement ticket you purchased from UA. Keep it to that. It will almost certainly be denied. With that denial, make a claim against your travel insurance.
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So in other words, you are saying he is S. out of luck.
#9
Join Date: Jul 2010
Programs: UA, AA, SPG, HH
Posts: 672
I would send a note to TG noting that you were delayed on arrival and misconnected as a result of a delay caused by TG, that you asked TG to rebook you (provide the name, description and location of the individual with whom you spoke), and that he refused to rebook. Accordingly, ask that TG reimburse the cost of the replacement ticket you purchased from UA. Keep it to that. It will almost certainly be denied. With that denial, make a claim against your travel insurance.
#10
Join Date: Sep 2000
Location: LAX
Programs: UA 1K MM, AS MVPG, SPG PLAT 100
Posts: 1,497
Mine was easily solvable by the operating carrier (so it wont always be this easy) but went as follows
Booked via LifeMiles LAX-NRT-BKK. LAX-NRT was in NH F on NH5. NRT-BKK in TG F. Trip was about 3 weeks ago.
NH5 massively delayed on my DOD (saw online hours earlier) so overnight misconnect in NRT certain. So seeing that NH175 (scheduled departure 90 minutes earlier, but in this case ~3 hours earlier (11:20) due to delay on NH5) had F space went down to LAX at 8:20am at the checkin window and asked NH to switch me to NH175. Agent couldnt have been nicer, went in the back and came back with a boarding pass to NH175 after 5 minutes. Even put me in 1A on 77W after system had put me in 1D next to another passenger (the horror).
Not sure it would be so easy if another carrier was needed instead of NH but it was a painless and easy in person IRROPS handling on a Lifemiles F award.
Booked via LifeMiles LAX-NRT-BKK. LAX-NRT was in NH F on NH5. NRT-BKK in TG F. Trip was about 3 weeks ago.
NH5 massively delayed on my DOD (saw online hours earlier) so overnight misconnect in NRT certain. So seeing that NH175 (scheduled departure 90 minutes earlier, but in this case ~3 hours earlier (11:20) due to delay on NH5) had F space went down to LAX at 8:20am at the checkin window and asked NH to switch me to NH175. Agent couldnt have been nicer, went in the back and came back with a boarding pass to NH175 after 5 minutes. Even put me in 1A on 77W after system had put me in 1D next to another passenger (the horror).
Not sure it would be so easy if another carrier was needed instead of NH but it was a painless and easy in person IRROPS handling on a Lifemiles F award.
#11
Join Date: Oct 2012
Location: Tokyo
Programs: Marriott Plat, HH G,Hyatt E,*A Gold, OW Emerald.
Posts: 3,023
Thai was responsible so they should have rebooked you before you departed BKK, or upon landing in CDG.
If it were me, I would stick my ground at CDG, talk to the station manager at CDG upon deplaning, either at the airside connections counter or landside check in gates.
The return flight of course was being prepped at that time you landed, so a station manager is definitely on duty.
Chalk it up to lack of preparation for options on your part, but I am not saying it is your fault. Just that you learn lessons in life.
Considering the technical issue back at BKK, that was the timing you should have started discussing a plan B with the TG F lounge team, They may even have reroute you onto alternative flights (MUC/FRA/LHR with F) just to avoid having you misconnect and then Thai being on the hook to pay LH/UA/Swiss etc. to fly you in business class. (LM is not involved here)
If it were me, I would stick my ground at CDG, talk to the station manager at CDG upon deplaning, either at the airside connections counter or landside check in gates.
The return flight of course was being prepped at that time you landed, so a station manager is definitely on duty.
Chalk it up to lack of preparation for options on your part, but I am not saying it is your fault. Just that you learn lessons in life.
Considering the technical issue back at BKK, that was the timing you should have started discussing a plan B with the TG F lounge team, They may even have reroute you onto alternative flights (MUC/FRA/LHR with F) just to avoid having you misconnect and then Thai being on the hook to pay LH/UA/Swiss etc. to fly you in business class. (LM is not involved here)
#12
FlyerTalk Evangelist
Join Date: Nov 2004
Location: Denmark
Programs: TK Elite
Posts: 11,828
The issue is there that carriers refuse to deal with/rebook award tickets of other carriers. As soon as the agent realises that the ticket is an award ticket, the agent will ask the pax to contact the issuer of the ticket for rebooking, even in case of IRROPS. TG is no exception to this practise. Had this been a revenue ticket, TG would most likely have rebooked the OP without fuzz. I doubt the OP would have gotten anywhere by insisting to be rebooked by TH at CDG.
#13
Join Date: Apr 2002
Location: NYC
Posts: 9,118
The issue is there that carriers refuse to deal with/rebook award tickets of other carriers. As soon as the agent realises that the ticket is an award ticket, the agent will ask the pax to contact the issuer of the ticket for rebooking, even in case of IRROPS. TG is no exception to this practise. Had this been a revenue ticket, TG would most likely have rebooked the OP without fuzz. I doubt the OP would have gotten anywhere by insisting to be rebooked by TH at CDG.
#14
FlyerTalk Evangelist
Join Date: Nov 2004
Location: Denmark
Programs: TK Elite
Posts: 11,828
Indeed, TG should rebook but as the OP found out the reality is that TG will refuse to do it for award tickets of other carriers - often the argument will just be "Sorry Sir, but we can't do that".
This is a clear disadvantage of traveling on award tickets when things go South and rebooking is needed.
This is a clear disadvantage of traveling on award tickets when things go South and rebooking is needed.
#15
FlyerTalk Evangelist
Join Date: Nov 2004
Location: Denmark
Programs: TK Elite
Posts: 11,828
Thai was responsible so they should have rebooked you before you departed BKK, or upon landing in CDG.
If it were me, I would stick my ground at CDG, talk to the station manager at CDG upon deplaning, either at the airside connections counter or landside check in gates.
The return flight of course was being prepped at that time you landed, so a station manager is definitely on duty.
Chalk it up to lack of preparation for options on your part, but I am not saying it is your fault. Just that you learn lessons in life.
Considering the technical issue back at BKK, that was the timing you should have started discussing a plan B with the TG F lounge team, They may even have reroute you onto alternative flights (MUC/FRA/LHR with F) just to avoid having you misconnect and then Thai being on the hook to pay LH/UA/Swiss etc. to fly you in business class. (LM is not involved here)
If it were me, I would stick my ground at CDG, talk to the station manager at CDG upon deplaning, either at the airside connections counter or landside check in gates.
The return flight of course was being prepped at that time you landed, so a station manager is definitely on duty.
Chalk it up to lack of preparation for options on your part, but I am not saying it is your fault. Just that you learn lessons in life.
Considering the technical issue back at BKK, that was the timing you should have started discussing a plan B with the TG F lounge team, They may even have reroute you onto alternative flights (MUC/FRA/LHR with F) just to avoid having you misconnect and then Thai being on the hook to pay LH/UA/Swiss etc. to fly you in business class. (LM is not involved here)