We booked & flew AC business class on revenue ticket from AUS-YYZ-DXB ( AC metal) amd on return CAI-FRA-ORD ( LH metal) and ORD-AUS ( UA). This was all issued on one ticket. On our return from Cairo to Austin, we were issued boarding passes all the way upto Austin in cairo. When boarding our ORD-AUS flt the gate agents denied boarding citing that when there was a schedule change AC failed to properly validate or exchange the segment from ORD-AUS hence we did not have valid tickets. We were stunned l, cause it did not make sense to us - how come boarding passes were issued and our checked bags were on the flights but we could not. United asked us to call AC to fix the issue but at that point we did not have time, as that was the last flight out of ORD and we did not want to get stuck. And since our bags were already on flight we bought tickets on same flight. What are my options for compensation? How do I go around fighting this denied boarding?

First, I don't think technically this qualifies as denied boarding. A ticketing problem, by the sound of it.

Second, yes it may well be that AC was to blame. Obviously you will need to contact them.

But also if you have credit card insurance, that might be the easiest approach. I would think they would pay your extra expenses and then go after the airlines.

This won't qualify as IDB under US rules as the flight was not oversold.

Expect both airlines both airlines to blame each other so I would file a DOT complaint against both, so you get written responses from both airlines.

Looks like AC is most likely to blame. I would send in a complaint to AC and a request for reimbursement of the extra money you had to pay failing which you will take them to court.

I would also do a chargeback against the original AC ticket for a partial amount ( ORD-AUS) for services not received, which is the amount you paid for the extra tickets.

I don't why the law allows airlines to dodge IDB compensation when they are denied boarding despite having paid for their tickets. If the airline responsible for this denied boarding to to pay compensation and a massive fine the would be a lot less of these situations.

I agree this isn't denied boarding. Using that in any correspondence you send in might confuse the situation.

unless you bought the replacement ticket at exactly T-45min when UA was trying to close the domestic flight checkin), I'd have still been on the phone, documenting holding or trying to force the issue with AC. Heck, I'd have done so up to the point of final boarding prior to scanning a refundable paid ticket.

After many years on FT and a good amount of travel gone wrong, my impression is that any funds spent rebuying a flight are rarely, if ever, reimbursed.

In this circumstance being a replacement ticket is likely to be reimbursed by Air Canada, not United.

As this is an internainternational legally bound to reimburse extra expenses when the disruption is within their control.

Also, under US law this represents a post purchase fare increase. This is why a chargeback to AC for the extra amount paid would be justified as AC would have to prove that the passenger was not double charged for the same flight.

There are sufficient precedents in CTA rulings that indicate replace ticket costs in these circumstances will be reimbursed. If the airline pushes back the only problem will be waiting for the CTA backlog - since the event occured in the USA, DOT could also be involved. Ticket re-issuance problems are not the passengers' contractual issue - they are solely the airlines; yes, resolving it can be a pain but it will be resolved in favour of the passener.

Out of curiosity, did the ORD-AUS boarding pass have a ticket number (014...) printed on it?

My experience with UA has always been that ticketing issues prevent check-in entirely, but it's been years since I've had one.

I did not buy it at exact T-45 but it was a last minute kind of option. Either we buy ticket or they would have closed the boarding gate. There was no time to call AC. Cause United initially told us that they are working on it to fix it. In the meantime they boarded all the other pax. All this happened in literally 10-15 mins. Our flt was scheduled to depart at 740p. We were at the gate at 7p waiting for boarding to start, at approx 710pm, UA told us there was issues and asked us to step aside cause they needed time to work on it. Then at 730p, they told us that AC did not revalidate the ORD-AUS segment. My kid panicked & started to cry. So I asked UA what can be done, they said to buy tickets and send claim compensation to AC. So it was kind of chaotic and TBH we were stunned that how come we have boarding passes, our bags were already loaded, we cleared TSA precheck using same boarding passes and UA claiming we did not have valid tickets so we cannot board the flight.


yes the ticket number for original was 014 AC document number.

I have filed complaints with both AC and UA. Lets hope AC resolves this and reimburses us the amount paid to purchase the tickets and also pays us the difference between class of segments booked and flown on. How can I request a partial chargeback? I mean what amount should I dispute - the amount that we paid yesterday to UA or is there a way CC companies can calculate the amount for 1 segment only?

I would dispute the amount you paid UA for the extra tickets. This puts AC on the defensive and forces a reaction. They did not provide you with part of the service.

Partial chargebacks are possible. Imagine paying for five nights at a hotel with a written confirmation but the hotel says you only paid for four; you would be entitled to a partial chargeback as opposed to the full amount.

Thank you. Since I have already filed complaint with them, should I wait for them to respond or initiate a charge back now? I did get an automated email response with case number.

I wonder if the outcome would have been different if the OP held their ground at the gate and said this is not my problem, you guys are are Star Alliance & JV partners and I have boarding passes...so either board us or you can off-load us from the flight and retrieve our bags. The GA would then have to decide between delaying the flight by 15-30 while pax and their bags were offloaded or boarding them (provided the GA could override the said ticketing issue).