advice for complaints on a codeshare
Aug 20, 2013 | 11:40 am
#1
Original Poster
Join Date: Aug 2010
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advice for complaints on a partner saver award (to US)
Hello,
need a little advice on to whom to complain, and if anything should be expected.
I booked two saver awards in F for my parents bos->phl->dub on US. I wasn't traveling with them (i'm UA 1k)
--- Their flight was 5pm to phl and then 8ish to dublin. the 5pm was delayed so they would miss their connection, and hence, were put on the 230pm, but they were downgraded to coach to phl
--- They overbooked F by 5 and they didn't know for the layover until boarding whether or not they'd be in F or even sitting together. To me that's NBD, but they had some anxiety.
--- In their F seats, which they ended up getting, one of the TVs was broken
--- When they landed their bag was ripped to shreds such that the baggage people came out with a roll of duct tape and gave it to them.
so do i complain to UA? US? SOL?
TIA,
alex
need a little advice on to whom to complain, and if anything should be expected.
I booked two saver awards in F for my parents bos->phl->dub on US. I wasn't traveling with them (i'm UA 1k)
--- Their flight was 5pm to phl and then 8ish to dublin. the 5pm was delayed so they would miss their connection, and hence, were put on the 230pm, but they were downgraded to coach to phl
--- They overbooked F by 5 and they didn't know for the layover until boarding whether or not they'd be in F or even sitting together. To me that's NBD, but they had some anxiety.
--- In their F seats, which they ended up getting, one of the TVs was broken
--- When they landed their bag was ripped to shreds such that the baggage people came out with a roll of duct tape and gave it to them.
so do i complain to UA? US? SOL?
TIA,
alex
Last edited by cleanfloor; Aug 20, 2013 at 12:13 pm
Aug 20, 2013 | 11:46 am
#3
Join Date: Jan 2009
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Unless your complaints have to do something specifically with the marketing of the flight (e.g. the trip was never successfully ticketed, stranding passengers abroad), complaints should go to the operating carrier.
If they had been downgraded on the entire trip (BOS-PHL-DUB, not just BOS-PHL), UA would refund them the price to the cheaper class of service, but that didn't happen here -- at least one flight was operated in the originally ticketed class of service. NOTE FOR FUTURE REFERENCE: if they had flown domestic F in one segment and international coach in the next segment on an intl J award, UA would not probably offer a mileage refund!
If they had been downgraded on the entire trip (BOS-PHL-DUB, not just BOS-PHL), UA would refund them the price to the cheaper class of service, but that didn't happen here -- at least one flight was operated in the originally ticketed class of service. NOTE FOR FUTURE REFERENCE: if they had flown domestic F in one segment and international coach in the next segment on an intl J award, UA would not probably offer a mileage refund!
Aug 20, 2013 | 11:56 am
#4
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advice for complaints on a codeshare
The thread title should be changed. If these were booked as saver awards - these were not codeshare flights - awards are always booked on the operators flight numbers.
The advice of the previous posters are correct - the complaints are with US, and the passengers traveling should file it. Just one thing to add - leave the overbooked F cabin and "anxiety" out of it - they still flew to DUB in F. That will distract from the main issues which are the baggage, the broken tv, and the downgrade for the domestic segment (though the domestic downgrade, IMO, is also less important if it was a short hop to PHL).
The advice of the previous posters are correct - the complaints are with US, and the passengers traveling should file it. Just one thing to add - leave the overbooked F cabin and "anxiety" out of it - they still flew to DUB in F. That will distract from the main issues which are the baggage, the broken tv, and the downgrade for the domestic segment (though the domestic downgrade, IMO, is also less important if it was a short hop to PHL).
Aug 20, 2013 | 12:14 pm
#5
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Join Date: Aug 2010
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Posts: 163
thanks, all. and yes, they did file a baggage complaint in dublin, i just wasnt sure who to approach for compensation (if they/i'd even get any) on the other issues.
Aug 20, 2013 | 12:32 pm
#6
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The baggage damage and seat issues are entirely separate and should not be combined. They should also be handled by your parents, not you.
The bag damage is subject to compensation and that is always paid by the final carrier, regardless of ticketing. That is US. You are looking to have the bag replaced or cash.
The seat issue is a CS matter and is generally handled with a gesture of some miles or a smallish voucher.
The bag damage is subject to compensation and that is always paid by the final carrier, regardless of ticketing. That is US. You are looking to have the bag replaced or cash.
The seat issue is a CS matter and is generally handled with a gesture of some miles or a smallish voucher.