Sorry GGL on a Full-Flex J Ticket - Your Delay is Under 5 Hours We Wouldn’t Help You
Aug 19, 2018, 6:35 am
#16
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Your TA was correct in their advice - they can’t make voluntary changes outside the fare rules - and it does sound like your ticket wasn’t fully flex. The GGL line would have been worth a quick call but the airport really has the control at this point. Last time I had a 2-hour delayed JFK, I asked one of the Customer Service Managers at T5 checkin and I was moved to an earlier flight without any question.
I didn’t mention GGL, she just looked at my booking on the computer and I was asked whether I was ok with a window seat on the 777.. not guaranteeing that this would have been your experience, but this was about 3 months ago for me.
I didn’t mention GGL, she just looked at my booking on the computer and I was asked whether I was ok with a window seat on the 777.. not guaranteeing that this would have been your experience, but this was about 3 months ago for me.
Aug 19, 2018, 6:37 am
#17
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I think the difference actually isn't the one that you think. Most European airlines, BA included, will also accommodate that, but that discretion is typically reserved to the airport while call centres only deal with changes in schedules and less so with changes on the day. By contrast, the US big 3 have mostly removed non-operational staff from airports, and as a result, what used to be dealt with by airport staff there too has now been mostly transferred to call centres, alongside the discretion that comes with it. In a funny way, it also means that in case of irrops in many airports, it is not unusual for - say - AA agents to tell you that you need to call the call centre, or even them calling them for you as they do not have the same discretion themselves.
I realise you may prefer the US system (I do too actually, as someone with access to an efficient phone line) but the difference is not about who is more flexible here, more about who within the airline system is allowed to make use of that flexibility.
I realise you may prefer the US system (I do too actually, as someone with access to an efficient phone line) but the difference is not about who is more flexible here, more about who within the airline system is allowed to make use of that flexibility.
While I agree with your point - I think a lot of the difference in the US is not a lack of discretion but a lack of resources - out stations have very few staff and flights are often worked with one agent. That agent simply can’t handle all the changes that are needed and thus refers people to call centers that also have discretion. Lounge agents have the same and are generally more than happy to help. But as a general rule, American carriers provide broad discretion to most staff in airport and not and that’s simply not true on BA.
Aug 19, 2018, 6:39 am
#18
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That is exactly what you are expecting - that the fare rules be overridden
If it was a full fareJ ticket as indicated , I cannot see why there would have been any fare difference - to get away earlier, with such a fare, you should have been simply able to cancel , get refund for the inbound flight and rebook on another carrier
Looking at fares on EF, it does seem that the JFK-LHR J fare is around GBP11,000
If it was a full fareJ ticket as indicated , I cannot see why there would have been any fare difference - to get away earlier, with such a fare, you should have been simply able to cancel , get refund for the inbound flight and rebook on another carrier
Looking at fares on EF, it does seem that the JFK-LHR J fare is around GBP11,000
As indicated above, the ticket was fully flexible, not full fare (see post #3 I think).
Aug 19, 2018, 6:44 am
#19
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No, asking for fare rules to be overrideen would be asking for a change from an on time flight. When irregular operations occur, my expectations are entirely reasonable that a change to get me to my destination on time should have to be processed as a reticket according to the fare rules.
As indicated above, the ticket was fully flexible, not full fare (see post #3 I think).
At least with a known delay on BA, you could go to the airport later and not be expected to be at airport at original time incase, on a whim, the airline changed the departure time back again
You were asking the agent to book into J and not charge the appropriate fare - this is against the fare rules which say that for upgrading of fare that the fare difference needs to be paid
Aug 19, 2018, 6:48 am
#20
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No accommodation was made for her (even though it was for me given that I was connecting on to JFK - I ended up having to leave her in the lounge) so I don’t think a blanket statement can be made that airports have this discretion and its just the opposite system to the US.
So mine was only a guess, but I still think that GGL on a flex ticket on a flight that was confirmed with 1h30 delay would have most likely been allowed on an earlier flight with space in the same cabin at LHR. It's not by any means a certainty but an educated guess.
While I agree with your point - I think a lot of the difference in the US is not a lack of discretion but a lack of resources - out stations have very few staff and flights are often worked with one agent. That agent simply can’t handle all the changes that are needed and thus refers people to call centers that also have discretion. Lounge agents have the same and are generally more than happy to help. But as a general rule, American carriers provide broad discretion to most staff in airport and not and that’s simply not true on BA.
Actually, most of the examples I was referring to when we had to go through the call centres were precisely from the (AA own) lounges, and I don't think it was an issue of time since in some cases the lounge agent was the one on the phone and making the argument for me (both with and without success depending on cases!)
Now, policies differ too, for instance US airlines tend to be a lot more accommodating with equipment change. By contrast they tend to be ruthless when it comes to care in case of bad weather.
Aug 19, 2018, 6:56 am
#21
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One thing to add to above is that for BA Holidays bookings the on the day duty staff seem to have more flexibility to accommodate on the day changes over the phone - so that is worth a call if you are facing a delay and another service suits (I have done so for around a 2-hour delay before) and you have a Holidays booking.
Aug 19, 2018, 7:04 am
#22
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Now in reality delays over 2 hours can result in liability for airlines of increasing amounts, hence why after a 2 hour delay a passenger may well be successful in getting a flight change, albeit not via the channels used by the OP, nor for a 90 minute delay.
Aug 19, 2018, 7:20 am
#23
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