CX admin ERROR - being refused to board!
 

hello guys,

I have encountered the following problem in Dec 2015 -

I have a CX return ticket on asia miles redemption, outbound already flown.

Inbound:
IOM - LCY 17/12 code share BA3287
LCY - AMS 18/12 code share BA8459
AMS - HKG 21/12 CX270


PROBLEM ON THE FIRST LEG:

1. at the check-in desk, the staff was unable to check-in for me due to "inconsistent e-ticket numbers" - despite my name and reservation was on their system/computer
CX ticket hence BA staff was unable to do anything!

2. waited for 1.5h for someone to pick up on the MPC customer services phone line - then being shouted at by the staff:
"you cannot just turn up at the airport like that!!"
"why did you only call 5 mins before departure?!"

3. manager admitted it was an administrative error on CX's side - rebooked me on another flight the next morning and did nothing else

ADMINISTRATIVE ERROR on booking the flights causing the passenger to be rejected to check-in? now that's literally unheard of!

and the terrible attitude of the staff! unbelievable.

this caused me to miss a few very important meetings in London that night and next day, hotels were fully booked on the small Isle of Man and I only managed to crash my friend's sofa at almost midnight.

I just sent them a complaint letter, waiting for reply.

anyone had similar experiences? (I hope not!!)

I'm afraid that it is nowhere near unheard of unfortunately, especially with award tickets. It is unfortunate and annoying but not all that unusual.

Orbitmic: I haven't myself despite travelling on about eight AM/BAEC redemptions a year (with ~three involving partners). But I may just be lucky.

In this specific case, is any EU261 compensation available? It doesn't look like IDB cos it's not BA's problem that the OP doesn't have a properly-issued ticket but CX's.

There's probably a negligence claim against AM if OP is a HK resident but it means pursuing CX in small claims tribunal here - there is no MCOL equivalent service.

I'm also thinking whether travel insurance covers this. From the various policies I read here while shopping for insurance, I can't remember any policy with a claim item that covers default/negligence of ticketing agent.

Its more a contractural claim than a negligence claim.
I can see a good case against asiamiles (not cx) on this.

This is the very first time I heard of this problem...

But I'm more interested in this response

If I have an issued ticket, all seats confirmed, whether it is revenue or award, I can't think of any reason why I "cannot just turn up at the airport like that!!"

And I really don't understand what's e-ticket number inconsistency.... Did OP reissue your ticket before? If so I guess it's likely that they forgot to reissue your revised ticket thus with the same booking reference they can see it but the old ticket number is incorrect...

But this still can't explain why "you cannot just turn up at the airport like that!!" :confused::confused::confused::confused::confused: :confused::confused::confused::confused::confused:

I can only say the staff quality of MPC or AM is varied. Some of them are great, and some of them are BS and give wrong answer / instructions / availability, etc.

Anyhow, did OP receive the e-ticket receipt from CX, which I assume you reissue your ticket at the middle of your trip.

Also, did the MPC agent mentioned anything you "should do" before arriving airport?

I had to make a few changes on the traveling dates a few months ago - not sure if that counts as reissued?

eitherway, I had the same booking reference throughout

I have to say, the MPC agent barely listened to what happened and accused me of "turning up at the airport incorrectly" made me quite puzzled as well....

I don't understand the "e-ticket inconsistency" either.. and they didnt really explain what that meant to me.. I guess at that time it didn't matter...? as i've missed my flight already!

I did make changes to the traveling dates some time ago...

It was just VERY ANNOYING to have the MPC agent shout at you when you have already missed the flight becos of THEIR error!

I believe it's a contractual claim too.. since it's a breech of the contract (the flight ticket)

I've been googling extensively regarding this matter but couldn't find anything online! Not sure how CX/MPC is going to settle on this...

I dont think so.. since LCY was not my final destination but only part of the leg... I had 3 days stop over at Amsterdam.. so being refused to board the first leg didn't cause any harm if we only look at arriving at final destination on time!

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.

Whether you were shouted at or scolded or talked loud, ... is a subjective judgement and that is not really relevant here. What is relevant is that there was an error made. The exact cause for the error would be interesting (you mention that you made changes to your award booking) and there may be many sides to the story. In any case, I think that you should ask AM or whoever issued the ticket, for some commercial gesture.

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.

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

cxcat: yes I agree AM agents are capable of ridiculous accusations (see my dropped segment stonewall) but it won't get you far to complain against that. Just know they're in the wrong and HUACA.

lchchester and cxcat: actually I think you're right
I initially thought AM can claim no contract.
But that prima facie can't stand as not only cxcat made a redemption and received a ticket, the ticket is partially used.
Even if cxcat's booking is ticketed over two ticket numbers I doubt AM can claim there's no contract if some of the ticket numbers go wrong.

However, we have to get arond this one:

http://www.asiamiles.com/am/en/site/terms#34

I think if AM chooses to rely on these clauses, cxcat can counter-argue that these clauses are excluded by the Supply of Services (Implied Terms) Ordinance (S.5 "In a contract for the supply of a service where the supplier is acting in the course of a business, there is an implied term that the supplier will carry out the service with reasonable care and skill" - AM issuing ticket numbers that are found "inconsistent" is probably not) (S.8 ensures S.5 survives any attempt to exclude these terms by contract)

brunos: I had a AM partner redemption on QF domestic a few years ago where I couldn't OLCI. I subsequently checked in at SYD without incident, the fault was solely attributed to me having a non-QF redemption back then.

But I managed to check in BA EZE-LHR online in October last year so it doesn't appear AM redemptions on BA.com OLCI is a problem. It's something cxcat should have done (but not helpful to press the point ex-post).

lchchester: if in small claims, who's the defendant?

"Copyright ©Asia Miles | Flight Awards are arranged by Asia Miles Travel Services Limited (353953)."

Asia Miles Limited or Asia Miles Travel Services Limited? Or just name them both?

Arguable you can sue both.
Asia Miles Limited under contractual claim
Asia Miles Travel Services Limited for tortuous claim (negligence).

Since contractual damages is wider in scope than tortuous damages, the general practice is sue under contract unless there is some legal / pratical obstruction.

If must sue one only, then it is Asia Miles Limited as the contract is between Asia Miles Limited and OP.