Extremely difficult situation - please advise!
 

My parents (in the US) purchased a non-refundable ticket for a 4-month trip from a travel agent. I'm pretty sure it's a oneworld reservation (includes AA, BA, IB, etc). The price, connections, and flight times were excellent. One of the destinations is Saudi Arabia, and it is the only destination for which they need a visa. They applied for the Saudi visa with the understanding that they'll get two-month validity and one month stay. Their current itinerary places them in SA on July 16 flying in from London. However, on June 10, the Saudi embassy stamped the passports with only one-month validity (probably due to a change in policy that took effect after the passports were submitted). Obviously, this necessitated that they change their London-Jeddah flight with BA from July 16 to July 10 or earlier. Likewise, the exit flight from SA will also need to be changed to make sure they don't overstay.

We received the passports three days before the trip and started scrambling to make the changes. The TA offered an alternative itinerary with totally different flights (much worse of course) and asked for $800 per person (claiming it was all for the airline). AA, on the other hand, had us on the phone for a couple of hours, and came out with nothing for London-Jeddah (they looked from Jul 1 - 10). Finally, they offered us a connection flight for which they asked $3000/person which of course we declined.

We tried to work with the TA to find a more reasonable alternative, but he said he can't find anything better than the $800/person. We asked why he couldn't just change the affected segments, and he said that he cannot change the itinerary within 7 days of travel except by changing all the flights. He said our best chance was to travel to London and talk to BA about finding a reasonable alternative. He also said that if they start their trip, he will not be able to help them in any way with the current itinerary.

This morning, my parents commenced their trip to London. We're distressed as we don't know how to solve this issue or what options are even available. We're also not very trusting of the TA at this point. Please share your general advice and (if you can) specifically touch on the following issues:

1) Is the TA correct in claiming that he cannot change the current reservation after the commencement of the trip?

2) What about his claimed inability to change the reservation within 7 days of the flight except by changing all the segments?

3) What is the best way to approach the airline in London? Office or airport counter?

4) Who should they go to: BA, AA, both?

5) What other options do they have at this point?

6) If they cannot find a reasonable trip to SA, and decide to return home (US), will they lose the rest of the segments or is there a way to postpone the remaining part of the trip?

Sorry, I know I'm asking for an essay here, but our situation is quite desperate and we need guidance/clarification. Thank you.

I wonder if they can simply go to the saudi embassy in london and correct the dates. If they can I imagine that would be the easiest solution.

Now that the journey has commenced, then the passenger should be able to contact the airline for assistance

The issues are

Does the fare allow changes?
If yes -

What are the change fees?
Is there availability

If no

Then could be very problematic

The travel agent should be able to provide information about the fare rules. Being ex USA, it is likely that it allows changes but that the fee would be $250+ per person

Great suggestion! I'll make sure they pursue this avenue.

Throughout the whole process, both AA reps and TA kept talking about date change fee and that it is OK to postpone the trip for a fee, so I believe the fare allows changes. I don't know the change fees either, but I'll ask the TA. The main problem will be availability and covering the fare difference.

Would also be investigating Saudi embassies in other countries.

Do you have the fare code?

What booking class? Business? First? Economy?

NHE7F1R1 (class N)

Economy. In fact, from what I understand, it is a deep discount fare which is the most restrictive.

They've been in London for two days now. They've talked to both AA and BA, but haven't found anything yet. They say there is no availability from now until July 10.

I asked the TA for the fare rules, and he sent me this:



PENALTIES

CANCELLATIONS

ANY TIME
TICKET IS NON-REFUNDABLE IN CASE OF CANCEL/NO-SHOW/
REFUND.
WAIVED FOR SCHEDULE CHANGE/DEATH OF PASSENGER OR
FAMILY MEMBER.
NOTE -
WAIVER ALSO APPLIES FOR TRAVELING COMPANION.

-------
FOR TRAVEL AGENCY BOOKINGS MADE IN MEXICO / THE
CARIBBEAN / CENTRAL AND SOUTH AMERICA - AA WILL
ASSESS A USD 25.00 FEE ON ANY UNTICKETED
RESERVATION NOT CANCELLED BEFORE DEPARTURE.
--------
THE ORIGINAL NON-REFUNDABLE AMOUNT REMAINS
NON-REFUNDABLE.
--------
WHEN COMBINING FARES THAT HAVE CANCELLATION FEES
THE HIGHEST CANCELLATION FEE OF EACH CANCELLED
PRICING UNIT APPLES.
--------
THE FARE HAS NO VALUE UNLESS TICKETED FLIGHTS
ARE CANCELLED PRIOR TO TICKETED DEPARTURE TIME.

CHANGES

BEFORE DEPARTURE
CHARGE USD 275.00.
CHILD/INFANT DISCOUNTS APPLY.
WAIVED FOR SCHEDULE CHANGE/DEATH OF PASSENGER OR
FAMILY MEMBER.
NOTE -
WAIVER ALSO APPLIES FOR TRAVELING COMPANION.
-----
THE CHANGE FEE APPLIES PER TRANSACTION AND PERSON.
A CHANGE IS A ROUTING / OR DATE / OR FLIGHT /
OR FARE MODIFICATION.
CHANGE IS PERMITTED WITHIN TICKET VALIDITY OF
ORIGINAL TICKET.
THE ORIGINAL NON-REFUNDABLE AMOUNT REMAINS
NON-REFUNDABLE.
--------------------------------------------------
WHERE THIS FARE IS COMBINED WITH ANOTHER FARE AND
ONLY ONE FARE COMPONENT IS CHANGED THE PENALTY
CONDITIONS OF THE CHANGED FARE COMPONENT WILL
APPLY.
WHEN MORE THAN ONE FARE COMPONENT IS BEING CHANGED
THE HIGHEST PENALTY OF ALL CHANGED FARE COMPONENTS
WILL APPLY.
--------------------------------------------------
PAGE 3/ 8

IF THE ITINERARY RESULTS IN A HIGHER FARE THE
DIFFERENCE WILL BE COLLECTED -AND- THE CHANGE FEE
WILL BE APPLIED.
--------------------------------------------------
WHEN THE NEW ITINERARY RESULTS IN A LOWER FARE
THE CHANGE FEE WILL BE APPLIED -AND- NO REFUND
WILL BE MADE HOWEVER THE DIFFERENCE IN FARE WILL
BE RETURNED TO THE PASSENGER IN THE FORM OF A
NON-REFUNDABLE TRAVEL VOUCHER WICH MAY BE
APPLIED TOWARDS THE PURCHASE OF A TICKET VALID
FOR TRANSPORTATION GOVERNED BY AA ONLY.
--------------------------------------------------
REISSUE/REVALIDATION MUST BE MADE AT THE SAME TIME
THE RESERVATION IS CHANGED.
--------------------------------------------------
IF PASSENGER CANCELS TICKETED FLIGHT RESERVATION
PRIOR TO TICKETED DEPARTURE TIME/TRAVEL THAT IS
REBOOKED IS VALID AS FOLLOWS. 1/WHOLLY UNUSED
TICKETS ARE VALID PROVIDED TRAVEL COMMENCES WITHIN
ONE YEAR FROM THE ORIGINAL TICKET ISSUE DATE OR
2/PARTIALLY USED TICKETS ARE VALID PROVIDED
TRAVEL IS COMPLETED WITHIN ONE YEAR FROM THE
OUTBOUND TRAVEL DATE ON THE ORIGINAL TICKET.
IF TICKETED FLIGHT IS NOT CANCELLED PRIOR TO
TICKETED DEPARTURE TIME TICKET HAS NO VALUE.
--------------------------------------------------
CALCULATION FOR REISSUES
//CHANGES BEFORE OUTBOUND DEPARTURE//
WHEN THE FIRST FARE COMPONENT IS CHANGED THE
ITINERARY MUST BE REPRICED USING CURRENT FARES IN
EFFECT ON THE DATE THE TICKET IS REISSUED.
-----
WHEN THERE ARE NO CHANGES TO THE FIRST FARE
COMPONENT BUT OTHER FARE COMPONENTS ARE CHANGED
THE ITINERARY MUST BE REPRICED USING HISTORICAL
FARES IN EFFECT ON THE PREVIOUS TICKETING DATE OR
CURRENT FARES IN EFFECT ON THE DATE OF TICKET
REISSUE WHICHEVER IS LOWER.
--------------------------------------------------
THE NEW ITINERARY MUST MEET ALL RULE PROVISIONS
OF THE NEWLY TICKETED FARE - I.E. ADVANCE
RESERVATIONS/TICKETING DEADLINE/MINIMUM/MAXIMUM
STAY/BOOKING CLASS/SEASONALITY ETC.

AFTER DEPARTURE
CHARGE USD 275.00.
CHILD/INFANT DISCOUNTS APPLY.
WAIVED FOR SCHEDULE CHANGE/DEATH OF PASSENGER OR
FAMILY MEMBER.
NOTE -
WAIVER ALSO APPLIES FOR TRAVELING COMPANION.
-----
THE CHANGE FEE APPLIES PER TRANSACTION AND PERSON.
A CHANGE IS A ROUTING / OR DATE / OR FLIGHT /
OR FARE MODIFICATION.
CHANGE IS PERMITTED WITHIN TICKET VALIDITY OF
ORIGINAL TICKET.
THE ORIGINAL NON-REFUNDABLE AMOUNT REMAINS
NON-REFUNDABLE.
--------------------------------------------------
WHERE THIS FARE IS COMBINED WITH ANOTHER FARE AND
ONLY ONE FARE COMPONENT IS CHANGED THE PENALTY
CONDITIONS OF THE CHANGED FARE COMPONENT WILL
PAGE 6/ 8
APPLY.
WHEN MORE THAN ONE FARE COMPONENT IS BEING CHANGED
THE HIGHEST PENALTY OF ALL CHANGED FARE COMPONENTS
WILL APPLY.
--------------------------------------------------
IF THE ITINERARY RESULTS IN A HIGHER FARE THE
DIFFERENCE WILL BE COLLECTED -AND- THE CHANGE FEE
WILL BE APPLIED.
--------------------------------------------------
WHEN THE NEW ITINERARY RESULTS IN A LOWER FARE
THE CHANGE FEE WILL BE APPLIED -AND- NO REFUND
WILL BE MADE HOWEVER THE DIFFERENCE IN FARE WILL
BE RETURNED TO THE PASSENGER IN THE FORM OF A
NON-REFUNDABLE TRAVEL VOUCHER WHICH MAY BE
APPLIED TOWARDS THE PURCHASE OF A TICKET VALID
FOR TRANSPORTATION GOVERNED BY AA ONLY.
--------------------------------------------------
REISSUE/REVALIDATION MUST BE MADE AT THE SAME TIME
THE RESERVATION IS CHANGED.
--------------------------------------------------
IF PASSENGER CANCELS TICKETED FLIGHT RESERVATION
PAGE 7/ 8
PRIOR TO TICKETED DEPARTURE TIME/TRAVEL THAT IS
REBOOKED IS VALID AS FOLLOWS. 1/WHOLLY UNUSED
TICKETS ARE VALID PROVIDED TRAVEL COMMENCES WITHIN
ONE YEAR FROM THE ORIGINAL TICKET ISSUE DATE OR
2/PARTIALLY USED TICKETS ARE VALID PROVIDED
TRAVEL IS COMPLETED WITHIN ONE YEAR FROM THE
OUTBOUND TRAVEL DATE ON THE ORIGINAL TICKET.
IF TICKETED FLIGHT IS NOT CANCELLED PRIOR TO
TICKETED DEPARTURE TIME TICKET HAS NO VALUE.
--------------------------------------------------
CALCULATION FOR REISSUES
//CHANGES AFTER DEPARTURE//
THE ITINERARY MUST BE REPRICED USING HISTORICAL
FARES IN EFFECT ON THE PREVIOUS TICKETING DATE.
--------------------------------------------------
THE NEW ITINERARY MUST MEET ALL RULE PROVISIONS
OF THE NEWLY TICKETED FARE - I.E. ADVANCE
RESERVATIONS/TICKETING DEADLINE/MINIMUM/MAXIMUM
STAY/BOOKING CLASS/SEASONALITY ETC.
PRIOR TO TICKETED DEPARTURE TIME/TRAVEL THAT IS
REBOOKED IS VALID AS FOLLOWS. 1/WHOLLY UNUSED
TICKETS ARE VALID PROVIDED TRAVEL COMMENCES WITHIN
ONE YEAR FROM THE ORIGINAL TICKET ISSUE DATE OR
2/PARTIALLY USED TICKETS ARE VALID PROVIDED
TRAVEL IS COMPLETED WITHIN ONE YEAR FROM THE
OUTBOUND TRAVEL DATE ON THE ORIGINAL TICKET.
IF TICKETED FLIGHT IS NOT CANCELLED PRIOR TO
TICKETED DEPARTURE TIME TICKET HAS NO VALUE.
--------------------------------------------------
CALCULATION FOR REISSUES
//CHANGES AFTER DEPARTURE//
THE ITINERARY MUST BE REPRICED USING HISTORICAL
FARES IN EFFECT ON THE PREVIOUS TICKETING DATE.
--------------------------------------------------
THE NEW ITINERARY MUST MEET ALL RULE PROVISIONS
OF THE NEWLY TICKETED FARE - I.E. ADVANCE
RESERVATIONS/TICKETING DEADLINE/MINIMUM/MAXIMUM
STAY/BOOKING CLASS/SEASONALITY ETC.
NO MORE PAGE AVAILABLE

Availability on BA133 LHR-JED is extremely scarce for the next few weeks, no idea why. It is the only daily flight London to Jeddah on BA.

Is there some event/holiday on around that time?

BA133 LHR-JED on 29th June has:
2x N class economy seats left from US point of sale.
2x K class (more expensive) economy seats left from UK point of sale

Basically sold out in all classes from 30th June till 14th June except:

7th June 2x premium economy seats left
10th June shows 1x premium economy seat left
11th June 3x premium economy seats left (2x in cheapest fare type of T)
14th June 5x full fare economy available
15th June onwards starts to show a fair bit of availability


So the problem is not just the fare conditions (although the change fee will apply), but that there is practically no availability for flights LHR-JED, and the limited availability is in very high (expensive) fare buckets.

You can search on BA.com for flights LHR-JED and see this as well.

1. The starting point is getting the visa fixed, if possible. Not sure why that wasn't attempted originally. OP says that it was "probably" caused by a policy change, but this suggests that OP doesn't know for certain. For $1,600, I would certainly be on the horn to the Consulate to determine whether this is fixable.

2. Presuming that it is not fixable, by the terms of OP's own email cut & paste of the fare rules, the change fee is $275 and there is an additional $25 TA fee. I have no idea what the fare difference is, but it's likely $500, leading to the $800 pp. cost.

3. I would not delay. The largest component of additional cost here is the change in air fare. That's likely to increase, not decrease over time as others purchase the cheaper seats. Thus, I would get this resolved sooner rather than later.

As an aside for others, it's important to get visa issues straightened out before purchasing non-changeable tickets.

Ramadan starts on July 9th. This might be linked to that.

Thank you all for the replies and contributions.

With respect to checking with the embassy about changing the validity of the visa, we're working on that, but reaching the embassy is proving to be difficult.

The TA (as mentioned before) is claiming he cannot make any changes at this point, after the trip has already commenced. I'm still somewhat skeptical of his "inability", but have not heard your experiences on TA's general change limitations.

After 6/7 long calls with AA in both the US and UK, and a visit to the BA LHR counter, it is very clear that there are indeed no viable alternatives (the most inexpensive are $3000+). In fact, I found a RJ LHR-JED flight on July 9 that costs $750 online and told AA hoping that they'd accommodate us there since RJ is part of their alliance, but AA (after a long hold of course) asked for $4,000 to make the change!

At this point, we're pondering just purchasing the RJ ticket online and cancelling the original segment. Do you guys foresee any issues with that in completing the trip? Might we have to pay to cancel or do we only pay if we decide to use it later? Of course, we'll ascertain the changeability of the visa dates first.

You must advise the agent and/or the airline if planning to skip one or more segments, otherwise if they just 'no-show' the rest of the itinerary will be cancelled.

This change will result in a repricing and ticket reissue, but without know the full itinerary it's impossible to say how much, if anything, would be refunded.

Lack of availability is indeed a consequence of the start of the holy month of Ramadan. Many Saudis will be returning home whilst westerners flee in the opposite direction :)

hth

On the visa issue, it's worth persevering with the embassy although you may find they will only deal with accredited consular agents, as is the case in London.

What type of visa do they have ? I'm assuming pilgrimage for Umrah ?

It's worth confirming the precise definition of 'validity' and 'stay'. My business visas have a 'validity' of 180 days, for multiple entries with a 'maximum duration of stay' of 30 days. However, I have entered (Riyadh) on the 178th day and still been stamped in for 30 days.

hth

The terms of the tickets almost certainly require that each segment be flown in the order booked. Skip one and the remainder of the itinerary will be cancelled.

You will likely need to have the tickets reissued. That will mean change fees + fare difference. It's possible that the fare will drop (or it could increase), so there may be some light at the end of the tunnel.

I would push the issuing Consulate as hard as you can. All you are trying to figure out is whether they made an error or not. And, if they did, how best to fix it.

The fare rules on the ticket may not allow travel RJ, so trying to change that segment to RJ may well mean the whole ticket is repriced.
Even if RJ is valid on the ticket, they may not have availability in the required fare class.

Just because there is an economy seat available, it may not be in the correct fare code, or may not be able to be included in the ticket already purchased.

As said, skipping a segment will mean the remaining segments will be cancelled.

I think once the first segment is flown, the ticket is under airline control (whoever the ticketing airline was) and not the TA's. If the e-ticket number begins 001 it is AA.


I guess you have three options:
1. Sort out the visa issues and travel as ticketed
2. Change ticket through AA (who I assume is the ticketing airline) to earlier travel dates on BA or RJ at whatever cost
3. Remove the segment(s) to/from JED and book separate tickets to suit, this may be more expensive than #2 as the ticket may be repriced


With so little availability to JED, I would not delay in doing options #2 or #3, as prices will only go up and planes will sell out.

I got hold of Saudi consulates in the UK, New York, and Washington DC. They all said the visas cannot be changed.

I also called AA to ask about cancelling a segment. They said I'll have to pay the $275 change fee for cancelling the LHR-JED segment, but since that segment's fare is lower now, after applying the credit, cancelling it will cost me ~$85/person.

This is a lucky and good result. I hope that you grabbed it instantly. Air ticket pricing is dynamic and can change depending on availability, in minutes.

OP is out 85 + cost of new ticket pp.

A new one way ticket looks to be around $750 for flights LON-JED before 10th July, all with connections and long layovers with total transit times of 10hr+.

Adding this to the $85 cost per ticket, it is more than the original offer to change the flight segment for $800.

Actually, we grabbed an RJ connection flight that has 3h layover for $750/person. Apart from that all the other segments will remain the same with minimal connections and good timing. Before the trip, TA was suggesting $800 for changing all the segments with segments that have many connections and horrible timings, so overall this works out much better for us.

Glad you solved it. Here is my advice otherwise:

They could conceivably try to extend the visa when they are in Saudi. Find a local agent or ask the hotel concierge. This is sometimes possible, even if getting a longer visa beforehand is not. This is obviously risky, but they would still have a couple of weeks to change their ticket if they get denied. (This assumes that they are not refused admission to Saudi if the immigration agent sees a return flight later than the visa expiration, but this is unlikely.)

Another exotic option, perhaps paired with the above, is to nest a ticket from Saudi to somewhere outside the country, e.g., to Dubai, such that their return to KSA is a couple of hours before their departure so that they can just transit. (One is supposedly allowed to transit KSA without a visa, according to the embassy in the U.S.) In any event, this would probably not be cheaper than the change fees you are facing.

Sorry, these are somewhat out-of-the-box potential solutions, but perhaps worth thinking about.