reservation split by agent in error - advice?
Jan 15, 2007 | 9:32 am
#1
Original Poster
Join Date: Dec 2005
Location: CT
Programs: NW PE, HH Gold, SPG Gold
Posts: 126
reservation split by agent in error - advice?
I'm NW plat and on a direct flight with a companion. I read on the CO forum that sometimes the agents can split the segments and make the direct flight a connnecting one. So, I emailed NWA asking to split the segments. I then get an email back: the agent split the companion off my reservation, so now he is not eligible for the confirmed companion upgrade at the 5-day window... any advice? - chances at the gate are slim to none on this itinerary.
What can I do to get this fixed?
Thanks!
What can I do to get this fixed?
Thanks!
Jan 15, 2007 | 9:44 am
#2
Join Date: Dec 2002
Location: LGB
Programs: DL DM
Posts: 390
As far as I know, reservations can't be combined once they are split.
In the future, if a flight comes up as "direct", use the multicity option to split up the flight. If the direct flight is LAX-BOS, with a stop in MSP, search LAX-MSP-BOS and the segments will ticket separately. If a schedule change results in a direct flight, you may end up with one or two segments for the "direct" flight. YMMV.
In the future, if a flight comes up as "direct", use the multicity option to split up the flight. If the direct flight is LAX-BOS, with a stop in MSP, search LAX-MSP-BOS and the segments will ticket separately. If a schedule change results in a direct flight, you may end up with one or two segments for the "direct" flight. YMMV.
Jan 15, 2007 | 9:47 am
#3
Original Poster
Join Date: Dec 2005
Location: CT
Programs: NW PE, HH Gold, SPG Gold
Posts: 126
If they can't recombine it, shouldn't they do something to fix their error, and make him eligible for the plat upgrade window? How does NWA handle errors made by their agents?
Jan 15, 2007 | 10:12 am
#5
Join Date: Feb 2005
Location: Almost equidistant between DTW & FNT
Programs: DL PM, Multi-year NW PE, CO SE, Former F9 Ascent
Posts: 154
I recently encounter a somewhat similar situation
About two weeks ago NW's system arbitrarily split my wife from my PNR and issued her a new confirmation number. Like the OP, did not want the record split and wanted to let the EAU process work its way through. Knowing they cannot recombine a split PNR, I asked to have the tickets canceled and reissued as one record. Although the agents (multiple call backs) realized it was NW's fault, they would not do anything without having me pay the change fees and fare differences. In fact, the one supervisor I spoke with was the most uncaring and demeaning customer service agent I have ever dealt with.
Jan 15, 2007 | 10:48 am
#6
Join Date: Aug 2002
Location: ILM, NC
Programs: AA EXP / UA Silver / AC Silver;Hilton Gold /Marriott Titanium
Posts: 1,163
It sounds like the RA misunderstood your meaning of split. It is possible to split the segments (I have never done it, but have heard of it being done.) It is also possible to split the PNRS of passengers. (At CO.com, you can do this online without ever talking to an agent.) Splitting the PNR will allow you to still get your upgrade at the normal EUA window if you are a Gold/Silver travelling with a companion. I would call back and explain this to them and that you wanted the segments split, not the passengers' PNRs split.
Jan 15, 2007 | 12:13 pm
#7
Join Date: Dec 2005
Location: Detroit
Programs: Northwest Platinum
Posts: 1,533
The NW system (online) split my children off of my reservation without my permission when I asked it to check the fare difference on changing their flights but not mine. I am very upset about this, as it causes some serious problems (now we have two adults on one, two kids on the other, but the seats are seperated, also due to NW's fault, etc etc.) I called, and they said there is nothing they can do.
Jan 15, 2007 | 12:41 pm
#8
Join Date: Dec 2005
Programs: DL Diamond. LT SkyClub, AGR, passport
Posts: 742
I have also encountered this situation. The system automatically (at some point) split my brother and me. He was so dearly looking forward to that UG. I called the elite line and got the "nothing we can do about it statement." I let it slide, but not happy that it appears NWA's system can do this and then nothing can be done about it. Just do not understand why if the same itinerary, same fare class, same everything (except WP status) NWA can not combine. If you can spilt something, you should be able to reverse the process.
Another fix for the IT team to work on!
Another fix for the IT team to work on!
Jan 15, 2007 | 1:34 pm
#9
Join Date: Feb 2005
Location: Almost equidistant between DTW & FNT
Programs: DL PM, Multi-year NW PE, CO SE, Former F9 Ascent
Posts: 154
The NW system (online) split my children off of my reservation without my permission when I asked it to check the fare difference on changing their flights but not mine. I am very upset about this, as it causes some serious problems (now we have two adults on one, two kids on the other, but the seats are seperated, also due to NW's fault, etc etc.) I called, and they said there is nothing they can do.
Jan 15, 2007 | 6:59 pm
#10
Join Date: Aug 2006
Programs: NW PE; UA Premier
Posts: 6
I had the same thing happen to me. I called NW and the agent explained that our PNRs were split because I was GE and I would be processed for the upgrade. My companion was booted from his Premium seat as well. The agent was able to link us back up no problem. She told me that in the future I should book the tickets separately and then call in to have them linked. I haven't had the chance to do this yet. Has anyone else received this advice as well?
Jan 15, 2007 | 8:10 pm
#11
Join Date: Feb 2006
Location: DCA
Programs: Former DL PM, AS MVP
Posts: 131
Automated Res Splitting?
Mrs. milwaukeeclassic and I were booked on an itinerary ORD-TUS-ORD, but then I found out I may have a work trip on the same day as my return in LAX. So I did the change reservation to see how much it would cost to change the return to LAX-MSN a couple of days later.
I got the common Transaction Error when it tried to price the new itinerary. Then when I looked at the reservations now, they were split. Granted, I don't really care that they were split, but I was curious if this method would work in general. It seems to me that trying to change the reservation on nwa.com to an itinerary that had a different origin (and thus would force a split if actually carried out) triggered the split.
I got the common Transaction Error when it tried to price the new itinerary. Then when I looked at the reservations now, they were split. Granted, I don't really care that they were split, but I was curious if this method would work in general. It seems to me that trying to change the reservation on nwa.com to an itinerary that had a different origin (and thus would force a split if actually carried out) triggered the split.
Jan 15, 2007 | 9:45 pm
#12
Join Date: Aug 2004
Location: Round Lake, IL
Programs: UA GS, Marriott Titanium
Posts: 1,064
I have actually talked with a senior NW executive about this problem. They know it exists but admits its not really a priority. I was told next time it happens to contact him directly and he will upgrade the res on the spot.
If enough people start to contact NW management about this problem then maybe it will be fixed vs patched!
Gary
If enough people start to contact NW management about this problem then maybe it will be fixed vs patched!
Gary
Jan 15, 2007 | 10:08 pm
#13
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,092
I had the same thing happen to me. I called NW and the agent explained that our PNRs were split because I was GE and I would be processed for the upgrade. My companion was booted from his Premium seat as well. The agent was able to link us back up no problem. She told me that in the future I should book the tickets separately and then call in to have them linked. I haven't had the chance to do this yet. Has anyone else received this advice as well?
It's nothing but a note.
Jan 15, 2007 | 10:18 pm
#14
FlyerTalk Evangelist
Join Date: Dec 2002
Programs: UA Gold MM; AA Gold MM; WN A-List; IHG Diamond Ambassador; Marriott Gold; Hyatt Explorist
Posts: 24,564
Assuming all flight segments are NW-operated, I fail to see why NW couldn't create a new, separate reservation/PNR for the two travelers -- having yield management open up two seats in the original fare class, if necessary -- and substitute it for the erroneously split original reservation, which could subsequently be deleted. I'm sure this would require a tad bit of work on NW's part, but if its error created the problem in the first place, then NW should supply the solution.
Jan 16, 2007 | 6:19 am
#15
Original Poster
Join Date: Dec 2005
Location: CT
Programs: NW PE, HH Gold, SPG Gold
Posts: 126
Escalation path?
I have actually talked with a senior NW executive about this problem. They know it exists but admits its not really a priority. I was told next time it happens to contact him directly and he will upgrade the res on the spot.
If enough people start to contact NW management about this problem then maybe it will be fixed vs patched!
Gary
If enough people start to contact NW management about this problem then maybe it will be fixed vs patched!
Gary