CX admin ERROR - being refused to board!
Jan 3, 2016 | 9:07 pm
#16
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lchchester: agree. And in the negligence claim cxcat can point out AMTSL is a HK licenced travel agent http://www.tar.gov.hk/cgi-bin/tar/li...arch_detail.pl so a duty of reasonable care and skill must apply no matter how much AML tries to exclude it by contract (as part of AM T&C).
Jan 5, 2016 | 1:53 am
#17
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It is potentially a EC261 case because LCY is your final destination on that day and your were denied boarding. That this is part of a more complex ticket is not important. BA (or the airline operating) would be the one to "pay" for denied boarding. However, they claim that you don't have a proper ticket, and AM admitted it, so there is no legal avenue there.
Your story confirms that it is important to always check that you have a confirmed booking on all airlines of a multi-airline itin (meaning going to that airline website), especially awards, and to always do OLCI. If you cannot OLCI then there is a presumption of problem, and you have time to solve it.
Your story confirms that it is important to always check that you have a confirmed booking on all airlines of a multi-airline itin (meaning going to that airline website), especially awards, and to always do OLCI. If you cannot OLCI then there is a presumption of problem, and you have time to solve it.
in that case, there would be no reason to try to claim EC261 I suppose?
as for OLCI, I have attempted it a few times, but after I entered all the details, it was stuck on the "loading" page... besides, I had a few pieces of luggage to check in, so had to go to check-in desk anyway
Jan 5, 2016 | 4:09 am
#18
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My guess is that the cock up was strictly with AM because they didn't issue the proper e-tix so in my view, the issue is likely incompetence on AM side. In my view, complaint will be more effective than suing in any case unless you have too much time on your hands and do not care about stress. I would focus on the incompetence of not properly issuing the ticket and the unacceptable attitude of the agent you spoke to.
Jan 5, 2016 | 9:20 am
#19
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Exactly: My guess is that the cock up was strictly with AM because they didn't issue the proper e-tix so in my view, the issue is likely incompetence on AM side. In my view, complaint will be more effective than suing in any case unless you have too much time on your hands and do not care about stress. I would focus on the incompetence of not properly issuing the ticket and the unacceptable attitude of the agent you spoke to.
Now this actually reminds me, when I was on the phone with MPC manager when all this happened, he told me I DO NOT need to file a complaint as he has already done so.. yet so far I have not heard anything from anyone!
Jan 5, 2016 | 9:24 am
#20
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Your story confirms that it is important to always check that you have a confirmed booking on all airlines of a multi-airline itin (meaning going to that airline website), especially awards, and to always do OLCI. If you cannot OLCI then there is a presumption of problem, and you have time to solve it.
It does not justify or excuse the administrative error by AM, if any, but it was a bit careless on your part not to check the confirmed booking. But, you paid a hefty price so no need to insist. As Orbitmic stated, these administrative errors do happen on multi-airline awards.
It does not justify or excuse the administrative error by AM, if any, but it was a bit careless on your part not to check the confirmed booking. But, you paid a hefty price so no need to insist. As Orbitmic stated, these administrative errors do happen on multi-airline awards.
I did try to OLCI a few times prior to the journey, However I was unable to do so: after submitting all the details the page was stuck loading
Also, I had luggage to check in so I need to pay a visit to the check in desk anyway.
Jan 5, 2016 | 9:31 am
#21
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Yes I totally agree hence I submitted a complaint feedback form to CX/MPC last week.. now just waiting for reply.. within 14 days they said.
Now this actually reminds me, when I was on the phone with MPC manager when all this happened, he told me I DO NOT need to file a complaint as he has already done so.. yet so far I have not heard anything from anyone!
Now this actually reminds me, when I was on the phone with MPC manager when all this happened, he told me I DO NOT need to file a complaint as he has already done so.. yet so far I have not heard anything from anyone!
Last edited by sscywong; Jan 5, 2016 at 10:00 am
Jan 5, 2016 | 2:55 pm
#22
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No worry... It will take some while.... I filed a complaint with them on Nov 8, got the first response on Nov 18, and immediately wrote back... And guess what, I got a reply today! Though it's a bit strange (and repetitive: "we are working on it") and didn't mention where's the 10K compensation miles they said will credit to me gone...
What exactly happened with your case?
Jan 6, 2016 | 2:34 am
#23
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Just wondering what happened here? Out of interest, how long did it take to ticket once the booking was made? If there was any sort of substantial delay (more than a couple of days) I wonder if BA cancelled the seat because they didn't receive payment?
If that was the case, CX may have issued the ticket anyway, but it wouldn't have had a seat against it. And likewise the historical reservation would have been there, but unpaid.
If that was the case, CX may have issued the ticket anyway, but it wouldn't have had a seat against it. And likewise the historical reservation would have been there, but unpaid.
Jan 6, 2016 | 3:11 am
#24
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Just wondering what happened here? Out of interest, how long did it take to ticket once the booking was made? If there was any sort of substantial delay (more than a couple of days) I wonder if BA cancelled the seat because they didn't receive payment?
If that was the case, CX may have issued the ticket anyway, but it wouldn't have had a seat against it. And likewise the historical reservation would have been there, but unpaid.
If that was the case, CX may have issued the ticket anyway, but it wouldn't have had a seat against it. And likewise the historical reservation would have been there, but unpaid.
I'm curious to hear the history of changesss OP made - and when they were made.
Jan 6, 2016 | 3:11 am
#25
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Just wondering what happened here? Out of interest, how long did it take to ticket once the booking was made? If there was any sort of substantial delay (more than a couple of days) I wonder if BA cancelled the seat because they didn't receive payment?
If that was the case, CX may have issued the ticket anyway, but it wouldn't have had a seat against it. And likewise the historical reservation would have been there, but unpaid.
If that was the case, CX may have issued the ticket anyway, but it wouldn't have had a seat against it. And likewise the historical reservation would have been there, but unpaid.
BA was definitely aware of the booking as it showed up on my BA phone app and also on their screen at check-in.
Jan 6, 2016 | 7:52 am
#26
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At least I flew on time both sectors.... Simply service related issues...
Jan 6, 2016 | 8:09 am
#27
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Assuming it is less than 24 hours in london, your destination will be Amsterdam for the purpose of EU261, and you may file a claim under denied boarding accordingly.
However, according to the BA forum:
If you would like to file a claim, you can go for the small claim tribunal, which is a pretty simple application (but the process is still prolonged). Remember to target Asiamiles instead of Cathay Pacific
However, according to the BA forum:
If you would like to file a claim, you can go for the small claim tribunal, which is a pretty simple application (but the process is still prolonged). Remember to target Asiamiles instead of Cathay Pacific
However, with less than 24 hours in London followed by three days at AMS, it would be viewed as IOM to AMS and the intraEU limits would apply.
Jan 6, 2016 | 9:07 am
#28
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The issue is not about the airline or flight, but about the fact that the OP did not have a valid ticket. This was the fault of his ticketing agent (in this case Marco Polo) and not of BA, so using EC261 would be barking at the wrong tree and the OP would lose his case against BA because of the absence of a valid ticket.