Hi folks,

Having previously done an AONE4 ex-MRU, we are starting a DONE3 ex-DPS, this time ticketed by CX (and I have never been so frustrated dealing with them, nice as they are!)

The saga began early this year with AA changing their schedules on us, leaving us unable to connect JFK-ORD and ORD-ANC. So CX kindly re-routed us JFK-MIA then MIA-ANC at no charge and said they would reissue the e-ticket.

2 months later, during which time I had phoned them on several occasions just to check there was no problems with reissuing the e-ticket; they reassured me each time that the e-ticket was in the queue and would be looked at shortly.

This week, my phone call was rewarded with an agent saying as our trip was 3 wks away that he would push the reissue to the top of the queue. A few minutes later I got an email saying that the computer would not reissue the e-ticket due to an illegal connection (the same one they had fixed and reserved months earlier) and that I had to get AA to reissue the entire e-ticket. AA declined to reissue the entire ticket, but said they would email me with reissued coupons for the re-routed segment 2 days prior to travel.

I relayed this to CX who then said OK, we have to re-link all the flights again to the original e-ticket (which I was worried they had cancelled as I couldn't view the e-ticket on CX's Manage My Booking).

I checked again today and they had only linked the the first CX flight and I could only view the first 4 coupons on my e-ticket on MMB. Yet another phone call and was told we can't link the AA flights as they now have control. BUt we will re-link all the other non-AA flights at the end of the itinerary.

Now I can access coupons 1-4 and 9-16 of our e-tickets. What should I do?

I am concerned that by not having re-linked coupons 5-8 (all AA flights) CX have effectively cancelled that e-ticket - and when I spoke to AA, they said the flights were linked to the original e-ticket number that I am now unable to access on MMB.

Should I be concerned & chase this up or leave things be in the hope that the AA system will still be able to use the original e-ticket that somehow has disappeared from CX's system?

You should pay a lot attention on this issue. However, it is true that if AA is going to exchange some segments to a new E-TKT, the control of those segments would be taken by AA and thus CX would no longer be able re-link those segments. I suggest you to ask CX to either email or fax you the E-TKT so you can see what the statuses are for segments 5-8.

Well that's the thing- the e-ticket they've sent me has segments 5-8 missing, these 4 flights are entirely AA, only two of which have been affected by the rerouting and AA are supposed to reissue.

My concern is that somehow the other 2 flights which have not been changed have been un- linked or cancelled by CX. Or does AA already have control of all their e-ticket coupons and I am worrying needlessly?

AA have said their coupons have been linked to the original e-ticket nos. but if the e-ticket doesn't exist anymore, will I have a Big Problem at check in?

I hope someone with more experience can help you. I had worked part-time in a TA before and had dealt with one RTW case.

The only thing I would recommend you to do is to ask CX what are the statuses of segments 5, 6, 7, and 8, respectively. You might want to call them and ask them to view the E-TKT directly by giving them the E-TKT number of segments 5-8. Hopefully the flights you are taking are attached to those segments. In that case, The statuses should be OPEN, EXCHANGED, or CONTROL. It's normal for the statuses to be either OPEN or CONTORL. If it is EXCHANGED, AA has re-issued you new coupons for those flights, and you should get a new E-TKT from AA. You can also go to https://www.refunds.aa.com/ and enter your AA record locator with your last name to see what are the E-TKT(s) attached to your AA record locator. Don't click the refund buttom, though.

Thanks for that - I did follow up with AA and they confirmed that all the AA segments have been "linked" and apparently all is good. They will reissue the rerouted coupons 3d prior to departure, so hopefully that will happen in due course.

It is frustrating that CX and AA don't talk to each other the way that we would expect being part of OneWorld and all that...

Many thanks for your suggestions.

Nothing new with CX & AA not talking
Read here