How to get a refund for a cancelled flight causing hotel penalty
#46
Join Date: Mar 2008
Location: London
Programs: UA GS
Posts: 2,438
I've only flown on a UA 744 four times, and all four trips had no issues (to SYD no less). Still I will book away from it when they move it back to my much-more-frequented ORD-FRA route.
#47
Join Date: Aug 2011
Programs: UA 1K
Posts: 8,634
Lucky you, getting onto the next flight. United flight from SFO to BOS cancelled for technical reasons in January. Rebooked on a flight leaving 48 hours later. No hotel compensation offered. Had to personally rebook same day on different airline at hugh expense to get back in time for work. United compensated with $150.
#48
Join Date: Dec 2011
Programs: Saa Voyager, Emirates, BA
Posts: 7
United did not take calls that day due to other weather related cancellations. Further the agents at the airport were swamped and I had about 10 minutes to make the alternative booking or miss the flight
#49
Join Date: Dec 2010
Location: Toronto, Canada
Programs: multiple airlines incl. all 3 alliances
Posts: 5
Good hotels and refunds when flight is cxld
I agree that we buy non-ref and we should not expect a refund. Airline cancels flight, them's the breaks so to speak. However, as others mention, a good hotel will take care to try and keep your business.
I have had this happen twice. Both times, not hotel's issue, and in fact not an airline issue either. I was sick moments before a transpacific flight and called the hotel in japan to advise that I won't be able to get there 18 hours from now. They were very good about it and just told me to "please get better" and stay with us one day in the future.
Second time, a simple overnight at a La Quinta in Louisiana: as a Canadian I am used to calendars with month-day-year and booked on their site for January 2nd inadvertently. I meant to book for Feb. 1st. I realised my error when I was double-checking the now-non-existent reservation in mid-January and then noticed it was also charged to my credit card. Oh dear. Not a lot of money but I called the hotel and explained the situation. The Manager had no qualms about refunding and then rebooking me. So, she not only lost that night's receipts and messed up her accounting from two weeks previous, but also had only my verbal guarantee that I would stay there in two weeks' time. Kudos to the La Quinta, Slidell.
I have had this happen twice. Both times, not hotel's issue, and in fact not an airline issue either. I was sick moments before a transpacific flight and called the hotel in japan to advise that I won't be able to get there 18 hours from now. They were very good about it and just told me to "please get better" and stay with us one day in the future.
Second time, a simple overnight at a La Quinta in Louisiana: as a Canadian I am used to calendars with month-day-year and booked on their site for January 2nd inadvertently. I meant to book for Feb. 1st. I realised my error when I was double-checking the now-non-existent reservation in mid-January and then noticed it was also charged to my credit card. Oh dear. Not a lot of money but I called the hotel and explained the situation. The Manager had no qualms about refunding and then rebooking me. So, she not only lost that night's receipts and messed up her accounting from two weeks previous, but also had only my verbal guarantee that I would stay there in two weeks' time. Kudos to the La Quinta, Slidell.
#50
Join Date: Sep 2010
Location: Houston
Programs: United Platinum, Chase Presidential Plus
Posts: 299
For whatever its worth, this happened to me when I got stranded in LAX due to UA mechanical error, causing me to lose one night at a Hilton property in Hawaii. I got my money back from Hilton two minutes after posting a negative comment on twitter (after unsuccessfully trying to get the manager to refund the charge). Granted, my situation was different--I called Hilton from LAX and they claimed they wouldn't charge me for the room, then charged me anyway. But it might be worth a try.
I've never figured out a way to get money back from UA.
I've never figured out a way to get money back from UA.
#51
Join Date: Jan 2009
Location: ORD
Programs: UA 1P, Marriott Silver Elite
Posts: 170
I've had 2 positive experiences with hotels.
3 years ago with Marriott. I missed a connection due to a weather delay and got stranded at LAX. I called Marriott and even though it was way past the 6pm cancellation point, I asked them if I could stay at a Marriott near LAX and shorten my stay by one night at my final destination. They agreed and made the change. I was silver at the time.
A few weeks ago I booked an internet only rate (non-refundable) at the Best Western in Goleta. I had to cancel my trip due to illness so I called the front desk and she cancelled the reservation. I had stayed at that particular hotel 3 times already this year so maybe that had something to do with it.
3 years ago with Marriott. I missed a connection due to a weather delay and got stranded at LAX. I called Marriott and even though it was way past the 6pm cancellation point, I asked them if I could stay at a Marriott near LAX and shorten my stay by one night at my final destination. They agreed and made the change. I was silver at the time.
A few weeks ago I booked an internet only rate (non-refundable) at the Best Western in Goleta. I had to cancel my trip due to illness so I called the front desk and she cancelled the reservation. I had stayed at that particular hotel 3 times already this year so maybe that had something to do with it.
#52
FlyerTalk Evangelist
Join Date: Jul 1999
Location: ORD/MDW
Programs: BA/AA/AS/B6/WN/ UA/HH/MR and more like 'em but most felicitously & importantly MUCCI
Posts: 19,719
For whatever its worth, this happened to me when I got stranded in LAX due to UA mechanical error, causing me to lose one night at a Hilton property in Hawaii. I got my money back from Hilton two minutes after posting a negative comment on twitter (after unsuccessfully trying to get the manager to refund the charge).
#54
Join Date: Apr 2008
Location: Boulder, CO
Programs: SPG Plat, AA Plat, UA Silver, kettle everywhere else
Posts: 363
I guess I'm just confused... did United refuse to pay for a hotel night where you were stranded? To me it makes sense that they wouldn't be willing to pay for TWO hotel nights, just as you shouldn't have had to pay for two either. But if you paid for a hotel night and you got a hotel night (albeit in a different city), what is the complaint?
#55
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Join Date: Oct 2006
Location: SFO/SJC
Programs: UA Silver, Marriott Gold, Hilton Gold
Posts: 14,890
I guess I'm just confused... did United refuse to pay for a hotel night where you were stranded? To me it makes sense that they wouldn't be willing to pay for TWO hotel nights, just as you shouldn't have had to pay for two either. But if you paid for a hotel night and you got a hotel night (albeit in a different city), what is the complaint?
OP wants UA to cover the non-refundable cost of the first night of their hotel, since the cancelation meant they were flying that night instead of at a hotel in London.
#56
Join Date: Apr 2008
Location: Boulder, CO
Programs: SPG Plat, AA Plat, UA Silver, kettle everywhere else
Posts: 363
OP did not stay overnight at the origin as far as I can tell. They were booked on the morning flight to LHR which arrives the same night. When it was canceled, they got re-booked later the same day on a flight to LHR, but one of the more common ones which depart at night and arrive the next morning.
OP wants UA to cover the non-refundable cost of the first night of their hotel, since the cancelation meant they were flying that night instead of at a hotel in London.
OP wants UA to cover the non-refundable cost of the first night of their hotel, since the cancelation meant they were flying that night instead of at a hotel in London.
#58
Join Date: Jun 2007
Location: JAX
Programs: UA Plat MM, AA Gold MM, Marriott LTT, Hyatt Globalist
Posts: 3,770
Not in London
I have had luck with Hiltons in Lyon, Paris and Budapest allowing me to use the prepaid reservation for future stays. But not in London. The Hilton Paddington's reply was typical English, what part of "non-refundable" do you not understand.
#59
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
1. This is a relatively unique situation and one I've never heard of with a regular business hotel in a major city (as opposed to a resort where people book months in advance). I have never, ever failed to obtain a cancellation-penalty free cancellation when calling as soon as possible and explaining the situation. Although few properties are mistrustful, I always provide the flight # so the property can look it up. But, if a property chooses to stand by the rules, that's just tough.
2. As to UA's responsibility, this is not a question of one hotel or two hotels. Because the cancellation is generally within UA's control, e.g. MX cancellations are within the carrier's control, it is obligated by its own COC to provide food & lodging with some exclusions and limitations. But, the same COC expressly limits damages and this is why those who are concerned carry trip interruption insurance, either as a separate policy or through their employer or as part of a CC.
2. As to UA's responsibility, this is not a question of one hotel or two hotels. Because the cancellation is generally within UA's control, e.g. MX cancellations are within the carrier's control, it is obligated by its own COC to provide food & lodging with some exclusions and limitations. But, the same COC expressly limits damages and this is why those who are concerned carry trip interruption insurance, either as a separate policy or through their employer or as part of a CC.
#60
Moderator, Omni, Omni/PR, Omni/Games, FlyerTalk Posting Legend
Join Date: Oct 2004
Location: Between DCA and IAD
Programs: UA 1K MM; Hilton Diamond
Posts: 67,138
I would have snippily replied, "Apparently I understand 'non-refundable' better than you, because I'm not asking for a refund but rather to apply the night to a future date." Then, though, the response would be, "What part of 'no modifications or changes' do you not understand?"