Oneworld partnership 'exists' in the twilight zone
Mar 25, 2001 | 1:12 pm
#1
Original Poster
FlyerTalk Evangelist
Join Date: May 2000
Location: Little dot in Asia
Programs: AA-PP, HL-DM, MR-LTP, HY-LTG
Posts: 26,017
Oneworld partnership 'exists' in the twilight zone
I had a full Business class ticket originating from BKK to ZRH. With this ticket, I stopped over in AMS, PAR, and BRU enroute to ZRH. I needed to reroute it to AMS-LON-AMS-PAR-ZRH. The ticket was issued by CX.
I went to the ticket office/counter at Schiphol Airport and was told by the very senior (old) lady that she cannot reissue any ticket because I was not travelling that day and even so, I should issue the ticket with CX since they issued the ticket in the first place. I reminded her that that was a full fare ticket and that any Oneworld member can do that. So she suggested I go to CX who doesn't open their office till Monday anyway.
Since I was on my way to Paris (on another ticket), I decided to go to AA at Terminal 2A when I arrived. Imagine the difference in attitude. Not only was CX and AA in one same office at the ticket office, they even apologised for BA's arrogance saying that as a full fare payin passenger, BA should have treated me with some respect. CX reissued the ticket in no time at all.
This was the 2nd time that BA brushed me off in less than a year. The last time was in LAX in June 2000 when, again, I had another full J return ticket that needed to be reissued LHR-SIN instead of LHR-FRA-HKG-SIN. BA again asked me to return when CX ticket office opens... 2 hours after I have left LA enroute to London. BA simply will not reissue anyone's ticket except for Oneworld RTW tickets!
I went to the ticket office/counter at Schiphol Airport and was told by the very senior (old) lady that she cannot reissue any ticket because I was not travelling that day and even so, I should issue the ticket with CX since they issued the ticket in the first place. I reminded her that that was a full fare ticket and that any Oneworld member can do that. So she suggested I go to CX who doesn't open their office till Monday anyway.
Since I was on my way to Paris (on another ticket), I decided to go to AA at Terminal 2A when I arrived. Imagine the difference in attitude. Not only was CX and AA in one same office at the ticket office, they even apologised for BA's arrogance saying that as a full fare payin passenger, BA should have treated me with some respect. CX reissued the ticket in no time at all.
This was the 2nd time that BA brushed me off in less than a year. The last time was in LAX in June 2000 when, again, I had another full J return ticket that needed to be reissued LHR-SIN instead of LHR-FRA-HKG-SIN. BA again asked me to return when CX ticket office opens... 2 hours after I have left LA enroute to London. BA simply will not reissue anyone's ticket except for Oneworld RTW tickets!
Mar 25, 2001 | 3:52 pm
#3
Join Date: Sep 2000
Location: Guelph, ON. Canada AC Elite, Latin Pass, BA,
Posts: 431
Have you complained to BA?
While I (and most others on the board) like hearing the good, the bad, and the ugly of airlines. The honest truth is that only posting here will not do much good.
Please write to BA, you might be suprised at their answer, and attitude. I got a 100GBP MCO for a comment I made on a comment card
in flight!
The only way BA can correct this behaviour is by you bringing it to their attention. Don't forget to get either a name, or discription of the agent with date and time!
While I (and most others on the board) like hearing the good, the bad, and the ugly of airlines. The honest truth is that only posting here will not do much good.
Please write to BA, you might be suprised at their answer, and attitude. I got a 100GBP MCO for a comment I made on a comment card
in flight!
The only way BA can correct this behaviour is by you bringing it to their attention. Don't forget to get either a name, or discription of the agent with date and time!
Mar 25, 2001 | 4:17 pm
#4
Original Member
Join Date: May 1998
Location: Canada
Programs: AC SE 2MM, HH Dd, Bonvoy G; IC S; AA; DL
Posts: 14,496
I think there is still some learning to do in all the alliances. Consistency within an airline is rare so it might be unreasonable to expect it across several airlines even within the same alliance. That doesn't mean they shouldn't try.
I agree with Canadian. A short letter outlining the problem and quoting from printed material/website might help in improving the service for others and might yield a bonus.
Are you regularly flying both alliances now (* and OW) GuyBetsy?
If so what is your take on the seamlessness of travel in both (not just for endorsement waiver)?
I agree with Canadian. A short letter outlining the problem and quoting from printed material/website might help in improving the service for others and might yield a bonus.
Are you regularly flying both alliances now (* and OW) GuyBetsy?
If so what is your take on the seamlessness of travel in both (not just for endorsement waiver)?
Mar 25, 2001 | 6:48 pm
#5
Join Date: Jul 2000
Location: Dallas, Texas, USA. AA Exec. Plat., Inter-Continental Six Continents Club "Executive", Hyatt Gold Passport "Diamond"
Posts: 316
Hi Guy Betsy,
I've experienced several annoyances with LanChile, another "questionably great" oneworld partner. The worst occurred last month, as follows. (Sorry to those who have read this story already in the AA forum.)
I had a full-fare J ticket on American from Mxico City to Buenos Aires, connecting in Miami (MEX-MIA-EZE). The MEX-MIA segment was badly delayed, so AA, after trying to put me on Aeromxico and Mxicana, ended up issuing me a first class ticket on LanChile, connecting in Santiago. Long-story-short, LanChile refused to honor the ticket, and my only option was to fly in a middle coach seat in the back of the plane. I wasn't too happy, but I needed to get to Buenos Aires, so I took the middle seat. Ughh...
That was definitely the worst "one world" experience I encountered. LanChile's complete disregard for a ticket issued by AA on their airline proved to me that oneworld still has a long way to go. My confidence in oneworld was shattered by that experience.
I've experienced several annoyances with LanChile, another "questionably great" oneworld partner. The worst occurred last month, as follows. (Sorry to those who have read this story already in the AA forum.)
I had a full-fare J ticket on American from Mxico City to Buenos Aires, connecting in Miami (MEX-MIA-EZE). The MEX-MIA segment was badly delayed, so AA, after trying to put me on Aeromxico and Mxicana, ended up issuing me a first class ticket on LanChile, connecting in Santiago. Long-story-short, LanChile refused to honor the ticket, and my only option was to fly in a middle coach seat in the back of the plane. I wasn't too happy, but I needed to get to Buenos Aires, so I took the middle seat. Ughh...
That was definitely the worst "one world" experience I encountered. LanChile's complete disregard for a ticket issued by AA on their airline proved to me that oneworld still has a long way to go. My confidence in oneworld was shattered by that experience.
Mar 25, 2001 | 6:50 pm
#6
FlyerTalk Evangelist
Join Date: May 1998
Location: Massachusetts, USA; AA 2.996MM & Plat Pro, DL 1MM, GM & Flying Colonel
Posts: 25,036
I had a similar experience with BA in January. I had booked a Visit Europe Pass ticket on BA, CDG-LHR-CDG, in conjunction with AA travel from North America to CDG. At the BA desk at CDG I was told they could not access the AA record of the ticket, even though they could see my reservation, so I would have to buy a new one at the walk-up rate. The only way I could get the $120 round-trip Visit Europe fare would be to go to AA at the other end of CDG (Terminal 2 vs. Terminal 1). Since the plane was due to take off in about 40 minutes, this was not practical. I paid the $500.
AA gave me a voucher for the difference, so in the end I didn't lose, but it shouldn't have happened in a "seamless" alliance.
AA gave me a voucher for the difference, so in the end I didn't lose, but it shouldn't have happened in a "seamless" alliance.