Rest of itinerary cancelled after first flown segment - United IT strikes again!
May 27, 2012, 8:34 pm
#1
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Join Date: Dec 2009
Location: WAS
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Rest of itinerary cancelled after first flown segment - United IT strikes again!
I've seen (and experienced) some of the horrors of post-3/3 "glitches", but I haven't seen any stories posted as fundamentally frustrating as this one. Mods, if this belong in a consolidated thread, please feel free to merge.
My outbound was BOS-LAX-SAN, and my return was SAN-IAH-BOS. This was a revenue booking directly with United. No codeshares, all UA metal. No protected segments or other funny business. Straight-up round trip booking.
I printed physical boarding passed at BOS for both outbound segments, and the gate agent scanned my BOS-LAX boarding pass at the gate. I even saw my name on the display with seat number.
Upon arriving at LAX, I notice that the entire reservation disappeared from my account. Putting in the PNR directly shows that it was "cancelled." I saw a CSR at LAX who told me that my reservation was cancelled because I no-showed the BOS-LAX flight -- which would be quite unexpected considering I just arrived on that flight!
Thankfully, the agent was able to manually reconstruct my itinerary, complete with the upgraded segments; there was no harm done because my layover was over an hour. However, if this had been a tight connection (I actually considered taking the earlier flight that was a 30-minute same-terminal connection), a passenger in my situation might have been SOL.
The CSR said that she had never seen anything like this before, and spent quite a while after fixing my reservation trying to research the problem.
Has anyone else experienced something like this?
My outbound was BOS-LAX-SAN, and my return was SAN-IAH-BOS. This was a revenue booking directly with United. No codeshares, all UA metal. No protected segments or other funny business. Straight-up round trip booking.
I printed physical boarding passed at BOS for both outbound segments, and the gate agent scanned my BOS-LAX boarding pass at the gate. I even saw my name on the display with seat number.
Upon arriving at LAX, I notice that the entire reservation disappeared from my account. Putting in the PNR directly shows that it was "cancelled." I saw a CSR at LAX who told me that my reservation was cancelled because I no-showed the BOS-LAX flight -- which would be quite unexpected considering I just arrived on that flight!
Thankfully, the agent was able to manually reconstruct my itinerary, complete with the upgraded segments; there was no harm done because my layover was over an hour. However, if this had been a tight connection (I actually considered taking the earlier flight that was a 30-minute same-terminal connection), a passenger in my situation might have been SOL.
The CSR said that she had never seen anything like this before, and spent quite a while after fixing my reservation trying to research the problem.
Has anyone else experienced something like this?
May 27, 2012, 8:39 pm
#2
Used to be PWMRamper
Join Date: Dec 2009
Location: ATL
Programs: Marriott Platinum
Posts: 999
Did you have any sort of IRROPS that would have required a backup flight put into your record?
SHARES will cancel any "no show" segment, even if it is not ticketed. If an agent puts a backup segment in the itinerary, and forgets to remove it, it will cancel everything.
It is much more ruthless than Fastair, which would only remove segments if a TICKETED segment was not flown.
SHARES will cancel any "no show" segment, even if it is not ticketed. If an agent puts a backup segment in the itinerary, and forgets to remove it, it will cancel everything.
It is much more ruthless than Fastair, which would only remove segments if a TICKETED segment was not flown.
May 27, 2012, 8:41 pm
#3
Join Date: May 2011
Location: SFO
Programs: UA 1K
Posts: 721
Did you have any sort of IRROPS that would have required a backup flight put into your record?
SHARES will cancel any "no show" segment, even if it is not ticketed. If an agent puts a backup segment in the itinerary, and forgets to remove it, it will cancel everything.
It is much more ruthless than Fastair, which would only remove segments if a TICKETED segment was not flown.
SHARES will cancel any "no show" segment, even if it is not ticketed. If an agent puts a backup segment in the itinerary, and forgets to remove it, it will cancel everything.
It is much more ruthless than Fastair, which would only remove segments if a TICKETED segment was not flown.
May 27, 2012, 8:48 pm
#4
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When I looked at my reservation the morning before departure, it had exactly the 4 segments I was going to take.
I'll also write to 1kvoice and hope for a response within 6-8 weeks
May 27, 2012, 9:04 pm
#8
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May 27, 2012, 9:06 pm
#9
Join Date: Apr 2002
Location: Los Angeles, CA, USA
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This happened to me too flying LAX-EWR-FLL. On the outbound flight, the return portion was cancelled. Then upon checking in for my return flight and printing out boarding passes for both flights, I received a message on my United app that I needed to check in for my connecting flight at EWR, even though I had already checked in and received a boarding pass. Upon clicking on it, I saw that it re-assigned me another seat (away from my other family member) and gave away the seat I had a boarding pass for. It took me over an hour to get back my seat.
May 27, 2012, 9:06 pm
#10
Join Date: Jun 2004
Location: What I write is my opinion alone..don't read into it anything not written.
Posts: 9,686
Most likely a variety of reasons, most that the OP touched on as exclusions from his reservation. Dupe bookings, not boarded, not scanned, irrops reroute without cleaning up the PNR...
May 27, 2012, 9:13 pm
#11
Join Date: Feb 2012
Posts: 2,933
Nobody hardly ever get's their seat back on this airline.
May 27, 2012, 9:26 pm
#12
Join Date: May 2012
Posts: 3
This happened to me a year ago to the dayiego
I've seen (and experienced) some of the horrors of post-3/3 "glitches", but I haven't seen any stories posted as fundamentally frustrating as this one. Mods, if this belong in a consolidated thread, please feel free to merge.
My outbound was BOS-LAX-SAN, and my return was SAN-IAH-BOS. This was a revenue booking directly with United. No codeshares, all UA metal. No protected segments or other funny business. Straight-up round trip booking.
I printed physical boarding passed at BOS for both outbound segments, and the gate agent scanned my BOS-LAX boarding pass at the gate. I even saw my name on the display with seat number.
Upon arriving at LAX, I notice that the entire reservation disappeared from my account. Putting in the PNR directly shows that it was "cancelled." I saw a CSR at LAX who told me that my reservation was cancelled because I no-showed the BOS-LAX flight -- which would be quite unexpected considering I just arrived on that flight!
Thankfully, the agent was able to manually reconstruct my itinerary, complete with the upgraded segments; there was no harm done because my layover was over an hour. However, if this had been a tight connection (I actually considered taking the earlier flight that was a 30-minute same-terminal connection), a passenger in my situation might have been SOL.
Same as you a united ticket round trip pwm through washington, huston then sandiego. With same return a week later. I was flying with my daughhter. Her flights were fine. I was told in portland that I would need to get seat assignments in washington. Upon talking with agent she said my flight was completed and Washington was my final destination. Long story short (6) agents later and with the pilot coming out to see why the plane was delayed was Me saying that is my continuing flight and I need to be on it.. I did get on, with my daughter. Thank god I had printed out my itinerary and showed them. They said with united/ continental combining my trip had been deleted on its first leg. Nice Way to start our trip out... Geeze
The CSR said that she had never seen anything like this before, and spent quite a while after fixing my reservation trying to research the problem.
Has anyone else experienced something like this?
My outbound was BOS-LAX-SAN, and my return was SAN-IAH-BOS. This was a revenue booking directly with United. No codeshares, all UA metal. No protected segments or other funny business. Straight-up round trip booking.
I printed physical boarding passed at BOS for both outbound segments, and the gate agent scanned my BOS-LAX boarding pass at the gate. I even saw my name on the display with seat number.
Upon arriving at LAX, I notice that the entire reservation disappeared from my account. Putting in the PNR directly shows that it was "cancelled." I saw a CSR at LAX who told me that my reservation was cancelled because I no-showed the BOS-LAX flight -- which would be quite unexpected considering I just arrived on that flight!
Thankfully, the agent was able to manually reconstruct my itinerary, complete with the upgraded segments; there was no harm done because my layover was over an hour. However, if this had been a tight connection (I actually considered taking the earlier flight that was a 30-minute same-terminal connection), a passenger in my situation might have been SOL.
Same as you a united ticket round trip pwm through washington, huston then sandiego. With same return a week later. I was flying with my daughhter. Her flights were fine. I was told in portland that I would need to get seat assignments in washington. Upon talking with agent she said my flight was completed and Washington was my final destination. Long story short (6) agents later and with the pilot coming out to see why the plane was delayed was Me saying that is my continuing flight and I need to be on it.. I did get on, with my daughter. Thank god I had printed out my itinerary and showed them. They said with united/ continental combining my trip had been deleted on its first leg. Nice Way to start our trip out... Geeze
The CSR said that she had never seen anything like this before, and spent quite a while after fixing my reservation trying to research the problem.
Has anyone else experienced something like this?
May 27, 2012, 9:34 pm
#13
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
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Did you have any sort of IRROPS that would have required a backup flight put into your record?
SHARES will cancel any "no show" segment, even if it is not ticketed. If an agent puts a backup segment in the itinerary, and forgets to remove it, it will cancel everything. ....
SHARES will cancel any "no show" segment, even if it is not ticketed. If an agent puts a backup segment in the itinerary, and forgets to remove it, it will cancel everything. ....
Is there a specific action to take as the passenger to make sure a request for protection does not do more harm than good?
Any word if UA is going to change procedures to correct this?
May 27, 2012, 9:49 pm
#14
Join Date: Oct 2003
Location: San Francisco, CA
Programs: UA 1K, AA EXP , Hilton Diamond, Bonvoy Gold, Hertz Plat, Global Entry
Posts: 105
That's crazy, glad you got it resolved and that you found a competent agent that could help or least try to help.
I just experienced something similar but certainly not while flying. I logged into my UA account this morning to find an international flight SFO-ORD-AMS-FRA-SFO simply missing in my reservations. I did more research and found that it was cancelled. Called the Premier Line, after 40 minutes they managed to rebuild the itinerary including upgrades but it took a supervisor. The answer as to why this happened was wait for it, "a schedule change". It's a good thing I check them almost daily. The PMUA agent apologized profusely and told me to keep checking my reservations for this stuff. Of course, it wasn't until later I realized they booked me on the wrong flight out of FRA to AMS giving me only a 2 hour connection rather than the 3 I originally planned. And they took an additional GPU out of my account. I guess I'll need another 40 min phone call to get that part resolved. Oneworld is more and more attractive by the day.
I just experienced something similar but certainly not while flying. I logged into my UA account this morning to find an international flight SFO-ORD-AMS-FRA-SFO simply missing in my reservations. I did more research and found that it was cancelled. Called the Premier Line, after 40 minutes they managed to rebuild the itinerary including upgrades but it took a supervisor. The answer as to why this happened was wait for it, "a schedule change". It's a good thing I check them almost daily. The PMUA agent apologized profusely and told me to keep checking my reservations for this stuff. Of course, it wasn't until later I realized they booked me on the wrong flight out of FRA to AMS giving me only a 2 hour connection rather than the 3 I originally planned. And they took an additional GPU out of my account. I guess I'll need another 40 min phone call to get that part resolved. Oneworld is more and more attractive by the day.
May 27, 2012, 9:55 pm
#15
Used to be PWMRamper
Join Date: Dec 2009
Location: ATL
Programs: Marriott Platinum
Posts: 999
yeap, this happened to me earlier this month (the icing on the cake of a bad day) -- seems asking to be protected in the case of irrops / delays / .... is a recipe for disaster.
Is there a specific action to take as the passenger to make sure a request for protection does not do more harm than good?
Any word if UA is going to change procedures to correct this?
Is there a specific action to take as the passenger to make sure a request for protection does not do more harm than good?
Any word if UA is going to change procedures to correct this?
When getting protected on a flight, make sure you confirm the backup(s) are at the end of the reservation, the last segment(s). This way, if you do not use them, it doesn't affect any segments below it.
I usually place backups in this way, but I know some agents place them immediately after the original flight, as the PNR is easier to read this way.