FlyerTalk Forums - Why I hate e-tickets (OWE change problem)

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Why I hate e-tickets (OWE change problem)

Well, in the past, all my OWE tickets were issued on paper tickets and it was only until recently that I had my first one issued on e-ticket.. And boy, what a nightmare it has been so far to get a date/flight change for a single segment... Not sure if it has been mentioned here before, but i did a quick search and didn't find anything...

Basically I have a OWE issued by CX, and I need to get a segment SFO-LAX moved forward by one day and to an daytime flight instead of afternoon flight. Before with paper tickets, all I had to do was get my agent change and input my paper ticket number into the record.. and it was all done. Now, with e-tickets, I've been told that the ticket has to be reissued since AA would not be able to capture the e-ticket number (because it is on CX stock), unless I reissue the ticket. Which means I have to pay whatever the fuel surchage difference is, any fare changes, as well as the reissue fee...

Is this really the case? Or is the agent giving me a runaround?

Might be easier talking to the carrier that originally issued the ticket, ie CX?

Having said that I noticed quite a few inexperienced newcomers at the AA ATW desk in the last few months, so I'd suggest calling back for another agent.

Actually this is what CX ticketing office told me... and I actually forgot to mention.. on top of all those fees, since the ticket was originally purchased through a local TA in HKG, CX says that I have to get it reissued through the TA, and the TA charges a handling fee as well.. haha... all these fees are driving me crazy.. :p

Quote:

Originally Posted by tfung

... Now, with e-tickets, I've been told that the ticket has to be reissued since AA would not be able to capture the e-ticket number (because it is on CX stock), unless I reissue the ticket. ... Is this really the case? Or is the agent giving me a runaround?

Ensure the class is available in the flight you want then call AA directly, give them your AA record locater (there will be one) and request the flight change. It should be very simple ...

... or it was easy the times I needed to do this with a CX issued paper ticket.

You're being given the runaround.

The terms of the ticket (contract) as bought are that the ticket is valid on any date/time on the route purchased (subject to using the coupons in order and so on). The technical limitations of the airlines' systems (real or imagined) are not your problem. You have a contract which the airline needs to honour.

The ticket does not need reissuing. I would simply get the reservation changed and then call American to make sure that they can see the ticket number in the changed reservation. You should get the AA PNR from CX or your TA to facilitate this.

CX's rules as published to travel agents may be downloaded here (.xls format). They state explicitly:

Quote:

Rebooking
Before departure
Permitted without charge, the fares and charges shall be calculated
in accordance with the fares and conditions in effect on the date
on which the ticket is issued.
After departure
Permitted without charge

It's as posted by christep. A couple of Q's:

Have you already commenced travel on this ticket?
Where are you starting from?
Is it Ticketed?

If the the answer to 1 is no OR the answer to 2 is TC2/TC3 then such changes should be a simple task, with no reissue needed - with one caveat.

Also, if the answer to 1 is no, then only your TA can change it - for which they may charge a "local service fee".

The answer to three has a bearing on the ease of such changes.

Here's the xONEx rules for Voluntary Changes:

Quote:

Originally Posted by 16. VOLUNTARY CHANGES/REROUTING/PENALTIES

Code:



    (a) Rebooking/Rerouting



        (1) Prior to departure



            (a) Origin TC1



                (1) Before ticket issuance - Permitted without penalty.



                (2) After ticket issuance - Changes to the first international 

                    flight and preceding flights are not permitted less than 

                    seven days prior to the date of the first ticketed flight. 



                    Date/time changes to other flights permitted at no charge.



                    Date/Time/oneworld Carrier changes are permitted without 

                    reissue provided origin/destination/connecting points and 

                    inventory remain the same. 



                    Changes other than to Date/Time/oneworld carrier permitted 

                    at a charge of USD125.00 per transaction.



            (b) Origin TC2/3



                Unlimited changes permitted without charge.



                Date/Time/oneworld carrier changes are permitted without 

                reissue provided Origin/destination/connecting points and 

                inventory remain the same.



            -------------

            Local service fees may apply



         (2) After Departure



             (a) Date/Time changes permitted at no charge. Date/Time/oneworld carrier 

                 changes are permitted without reissue provided origin/destination/connecting 

                 points and inventory remain the same.

                 Routing changes other than to Date/Time/oneworld carrier permitted 

                 at a charge of USD125.00 per transaction. If currency of ticket 

                 origin is not shown convert the USD amount at the BSR.

             (b) If the rerouting results in an increase to the number of continents 

                 or extra flight segments previously charged, the ticket shall be 

                 recalculated. Tickets may be reissued to a higher fare, eg. from A 

                 –ONE3 type to A -ONE4 type fare and the increase in fare will be 

                 collected. When flight segments are added above the free allowance, 

                 those charges will be collected. When the rerouting results in a 

                 reduction to the number of continents or extra flight segments previously

                 charged, no refund will apply.

             -------------

             Local service fees may apply

(That caveat is the change is not to the first [international] segment. Some GDS's are unable to revalidate without re-issue with such a change.)

Quote:

Originally Posted by tfung (Post 10187625)

Ooops...:o

If you've not commenced travel, then I think your TA has to perform the change. Otherwise CX ought to be able to do it. Politely insist on a second opinion or call back.

Here is the "Interline E-ticket Rebooking Matrix" as shown in CX's system. According to this matrix, if you have a CX e-tkt with an AA sector LAX-SFO, you will have to get it reissued (fourth line "IL to Interline", CX as VC) if you want to change the flight/date/time.

IL = Interline (or simply "other airline")

VC = Validating Carrier (carrier whose ticket stock the ticket is issued on)

REVALIDATE = To change the coupon on the e-ticket to match the new flight (just like those revalidation stickers they used to put on paper tickets).

SSR TKNE = No reissue needed, the new flight segment is linked to the original coupon (even if the data does not match) and can be accepted.

Note: When a reissue is done, both the SSR TKNE (linking of flight segment to etkt coupon) is also updated as are the ticket details (new ticket issued in exchange for old one).

Code:

GI:IET/REBK MATRIX                                         PH: 

RESPONSIBLE OFFICE : HDQGBCX                                                         

LAST UPDATE        : 22 OCT 2007                                                    

****************************************************************                    

-----------------------------------------------------------------                                                                                   

WHEN PAX APPROACHES                                                                 

                                                                                    

CX FOR REBOOKING            VALIDATING CARRIER -VC                                  

                                                                                    

THE SECTORS-S                                                                       

                                                                                    

---------------------------------------------------------------¥ 

FROM:     TO:           CX         ONEWORLD    NON-ONEWORLD                         

                                                                                  

----------------------------------------------------------------                    

-                                                                                   

CX        CX         REVALIDATE   SSR TKNE     SSR TKNE                             

                                                                                    

                     -NOTE 1      -NOTE 3      -NOTE 3                              

                                                                                    

         -------------------------------------------------------                    

-                                                                                   

          INTERLINE  REISSUE      REISSUE      CONTACT VC OR   ¥  

                     -NOTE 2                   ISSG AGT -NOTE 4                     

                                                                                    

----------------------------------------------------------------                    

-                                                                                   

IL        CX         REVALIDATE   SSR TKNE     SSR TKNE                             

                                                                                    

                     -NOTE 1      -NOTE 3      -NOTE 3                              

                                                                                    

         -------------------------------------------------------                    

-                                                                                   

          INTERLINE  REISSUE      REISSUE      CONTACT VC OR   ¥     

                     -NOTE 2                    ISSG AGT -NOTE 4                     

 (the OP's situation)                                                                                   

----------------------------------------------------------------                    

-              ¥                                                                    

NOTE:                                                                               

1. CURRENT AUTO CREATION OF SSR:TKNE AND AUTO REVALIDATION OF                       

   THE COUPON ARE APPLIED WHEN CANCEL AND REBOOK IN SAME EOT.                       

   OTHERWISE, ENSURE TO ADD SSR:TKNE OF REBOOKED CX FLIGHT AND                      

   ET WILL BE REVALIDATED ACCORDINGLY.                                              

                                                                                    

2. IF ET IS ISSUED BY TRAVEL AGENT, THE ISSUING TRAVEL AGENT   ¥   

  WHERE ACCESSIBLE CAN DO ET REISSUE.                                               

                                                                                    

3. ENSURE SSR:TKNE OF REBOOKED CX FLIGHT IS IN CUPID PNR.                           

   NOTICE THAT LOCAL WORK COPY IN CUPID WILL NOT REFLECT THE                        

   REBOOKED CX FLIGHT.                                                              

                                                                                    

4. IN CASE CX SECTOR-S  ARE ALSO ONE OF REBOOKED SECTORS,                           

   REISSUE ET.                                                                      

                                                                                    

** REMINDERS **                                                                     

- CHECK ET FARE CONDITIONS WHETHER ET CAN BE REBOOKED/REISSUED                      

  AS THE REQUEST TO BE CHANGED.                                ¥  

- ENSURE ET IS VALID TO TRAVEL ON NEW -MC  OR -OC  TO BE                            

  REBOOKED.                                                                         

- ENSURE TO HOLD CONTROL OF AFFECTED COUPON-S  TO BE REBOOKED                       

  REISSUED.                     

4. IN CASE CX SECTOR-S  ARE ALSO ONE OF REBOOKED SECTORS,                           

   REISSUE ET.                                                                      

                                                                                    

** REMINDERS **                                                                     

- CHECK ET FARE CONDITIONS WHETHER ET CAN BE REBOOKED/REISSUED                      

  AS THE REQUEST TO BE CHANGED.                                                     

                                                                                    

- ENSURE ET IS VALID TO TRAVEL ON NEW -MC  OR -OC  TO BE                            

  REBOOKED.                                                                         

- ENSURE TO HOLD CONTROL OF AFFECTED COUPON-S  TO BE REBOOKED                       

  REISSUED.

Quote:

Originally Posted by tfung (Post 10187595)

Which means I have to pay whatever the fuel surchage difference is, any fare changes, as well as the reissue fee...

Is this really the case? Or is the agent giving me a runaround?

If the reissue is done after travel has commenced, then there should not be any additional collection for fuel surcharges/ fare changes (with the exception of local service charges the airline doing the reissue may charge).

Fare changes/fuel surcharges are only collected if the fare you are travelling on deems the reissue to be a new ticket purhcase where the told ticket is exchange for the new one.

Quote:

Originally Posted by daniellam (Post 10187923)

But this is exactly the issue and I have been running into the same problem with OW as well as with *A.

What happens if the fare rule says "date changes permitted without charge" but in order to change the date you need to re-issue and this triggers the fee?

EDIT: Similar to this are carrier changes which should be possible without a fee but always (?) trigger a re-issue.

Again, the IT problems of the airlines are their problem, not yours. The contract you have entered into is defined by the terms & conditions of the ticket which are clear: no charge for change of date/time.

How the airline fixes it is their problem, but they cannot charge you.

By the way, has anyone else noticed how totally absent oneworld4u has been since we pointed out a few "issues" with their proposed online ticketing for this sort of stuff?

I believe that the moral of this story is to always have at least one open segment and force a paper ticket until the bugs are out of the e-ticketing system. Never use Release 1 of anything - always wait for Service Pack 1.

Quote:

Originally Posted by christep (Post 10188001)

... By the way, has anyone else noticed how totally absent has been since we pointed out a few "issues" with their proposed online ticketing for this sort of stuff? ...

Said oneworld4u fired up a new thread today regarding the avaibilty of MX for xGLOBnn bookings from September 1.

http://www.flyertalk.com/forum/showthread.php?t=854670

I saw that (28 mins after my post) but it is just mirroring a OW news item, not really engaging in the forum as we had hoped.

tfung, you are getting the proverbial runaround. Not 10 days ago, I changed AA segments on a CX-issued AONE5 without any hassle. Hang up and try again. Because of the way CX "merges" the RTW desk with the "regular" desk, you have to get lucky to get an agent that knows the RTW rules or has the presence of mind to know that they don't know what they are doing and pass you on to the fare desk for service.

Thanks guys... still no luck... the ticketing desks still insists on charging for a reissue fee and eventually they just got sick of me and said they would forward the request to customer service department for handling... still waiting to see the outcome..