Apr 21, 2014, 11:37 am
Last edit by: Pat89339
A number of folks with award flights booked on CA (Air China) found their reservations cancelled. The only notification of cancellation appears to be an email in from UA written in chinese. UA reps confirmed that cancellations were made online and CA award space was no longer available. UA can rebook on other flights when award space is available.
It is plausible that a third party with access to PNR and pax name on the flight can fraudulently cancel an existing itinerary and book the reopened award seat.
Affected FlyerTalk members — with links to where in this discussion they posted their experiences — include:
It is plausible that a third party with access to PNR and pax name on the flight can fraudulently cancel an existing itinerary and book the reopened award seat.
Affected FlyerTalk members — with links to where in this discussion they posted their experiences — include:
- MikeMpls
- nihaoa
- lewende Reported 4 friends with this issue
- ordbkk
- twebst
- kb1992
- litesleeper
- zombietooth
- critten Reported 2/3 confirmations (3 people CA Business class) cancelled at the same time
- skyvanman Also 1 friend with the issue
- chris1234
- atiger29
- bubble o bill
- genemk2
- jefftiger
- CuddlyFlyer
- gpeso8
- imm2b
- acf1270
- dgxoxo
- ACM two passengers
It seems everybody wants to see the message.. here was mine:
united.com 通知 - 航班预订取消
2014年4月17日 (星期四)
united.com | 优惠促销 | 预订 | 赢取前程万里 (MileagePlus®) 奖励里程 | 我的帐户
先生 ORDBKK
您的预订 MYRES123 已取消，我们已收到您的退款申请。申请信用卡退款需 7 个工作日。如果信用卡退款未在一个付款周期内寄出，请联系信用卡公司。对于包括现金退款在内的 所有其他形式 的付款，需要 20 个工作日。
如需详细信息或查看退款的状态，请访问 united.com 并提供您的机票号码。
感谢您使用 united.com
电子邮件信息
请不要使用“回复”地址回复此邮件。
此电子邮件中的信息仅供原接收人使用。
如果您遇到技术问题，请通过电子邮件或电话联系 united.com 服务支持。
通知：机票取消确认
电子邮件地址: ORDBKK@MYEMAIL
2014年4月17日 (星期四)
united.com | 优惠促销 | 预订 | 赢取前程万里 (MileagePlus®) 奖励里程 | 我的帐户
先生 ORDBKK
您的预订 MYRES123 已取消，我们已收到您的退款申请。申请信用卡退款需 7 个工作日。如果信用卡退款未在一个付款周期内寄出，请联系信用卡公司。对于包括现金退款在内的 所有其他形式 的付款，需要 20 个工作日。
如需详细信息或查看退款的状态，请访问 united.com 并提供您的机票号码。
感谢您使用 united.com
电子邮件信息
请不要使用“回复”地址回复此邮件。
此电子邮件中的信息仅供原接收人使用。
如果您遇到技术问题，请通过电子邮件或电话联系 united.com 服务支持。
通知：机票取消确认
电子邮件地址: ORDBKK@MYEMAIL
Originally Posted by ordbkk View Post
For tracking purposes, I went through the 27 pages of this thread and compiled a list of those affected:
MikeMpls
nihaoa
lewende (reported 4 friends with this issue)
ordbkk
twebst
kb1992
litesleeper
zombietooth
critten
skyvanman (also 1 friend with the issue)
jefftiger (but, happened during October 2013)
So we're at 13 people affected, although some like critten have had multiple trips canceled.
From what I understand, all of these occurred in the last 3 weeks.
For tracking purposes, I went through the 27 pages of this thread and compiled a list of those affected:
MikeMpls
nihaoa
lewende (reported 4 friends with this issue)
ordbkk
twebst
kb1992
litesleeper
zombietooth
critten
skyvanman (also 1 friend with the issue)
jefftiger (but, happened during October 2013)
So we're at 13 people affected, although some like critten have had multiple trips canceled.
From what I understand, all of these occurred in the last 3 weeks.
2014 UA Issued Awards on Air China (CA) Are Mysteriously Being Canceled (Hacked?)
Apr 18, 2014, 11:20 am
#181
FlyerTalk Evangelist
Join Date: Mar 2012
Posts: 19,510
At the end of the call, I asked to be transferred to the fraud department and the agent told me it was not necessary because her supervisor just informed her my experience was very common and they are receiving "many, many" calls about this exact same issue and it's something United is well aware of.
Apr 18, 2014, 11:21 am
#182
Suspended
Join Date: May 2011
Location: SFO
Programs: UA 1K
Posts: 1,961
I do think this is a DOT issue. You're never going to get compensation equal to the cost to you of being jerked around, and going through a legal process to pursue it is not really practical. But the DOT can hold UA responsible for not fulfilling the offers they made to customers. And UA can hold CA responsible for delivering the seats they promised, if they really want to. But UA is only going to put pressure on CA if someone puts pressure on UA.
Apr 18, 2014, 11:23 am
#183
Join Date: Oct 2012
Location: Chicago
Programs: UA 1k
Posts: 83
Whether this is a bug, or a security gap allowing malicious action, United is partially responsible. And when a plane has mechanical issues, they must place me on the next available flight, whether that flight is United or not. Even if United has to pay for it. Why should this be any different? Why should award availability be necessary to make this right?
Apr 18, 2014, 11:26 am
#184
Suspended
Join Date: May 2011
Location: SFO
Programs: UA 1K
Posts: 1,961
That answer doesn't really make sense, though. If you cancelled your award ticket through the UA website, you wouldn't get a confirmation email entirely in Chinese. There has to be something else going on here.
Apr 18, 2014, 11:28 am
#185
Join Date: Aug 2011
Programs: UA 1K
Posts: 8,634
Could have been cancelled in the Chinese-language version of the UA website. Folks have said the email in Chinese is from UA.
Apr 18, 2014, 11:29 am
#186
Join Date: Jan 2006
Programs: AC Elite
Posts: 95
Apr 18, 2014, 11:32 am
#187
Join Date: Nov 2007
Programs: United 1K; 1.66MM
Posts: 383
Sorry for what had happened. I know it's not helpful, but that's the very reason I don't want to fly Air China or any airlines by China. Many things can happen at their own will.
Apr 18, 2014, 11:33 am
#188
Join Date: Aug 2011
Location: 10^7 mm from Ȱ
Programs: Hyatt D/HHonors D/ SPG P/ Marriott P/ IHG P/ UA 1K/ AA EXP/ DL D
Posts: 1,976
Apr 18, 2014, 11:34 am
#189
Join Date: Nov 2013
Location: NYC / TYO / Up in the Air
Programs: UA GS 1.7MM, AA 2.1MM, EK, BA, SQ, CX, Marriot LT, Accor P
Posts: 6,319
I guess I am a little surprised that UA hasn't stepped up a bit more here - I mean I can understand if one person has a freak cancellation from china - but to have multiple on FT alone (which means likely MANY, MANY more are having the same problem) points to a much larger issue going on. Perhaps they are investigating and can't comment but after watching multiple people essentailly lose what was rightfully theirs, and UA "apparently" admitting that they know about the issue in this thread (could have just been trying to get off the phone) I guess I am underwhelmed with the "Sorry there is nothing we can do" response...
Apr 18, 2014, 11:34 am
#190
Join Date: Oct 2012
Location: Chicago
Programs: UA 1k
Posts: 83
Somebody within United would be able to confirm what the agent told me, that somebody manually canceled my reservation through the United website. They could probably go further and confirm that United's Chinese language site was used and that's why the cancellation email came over in Chinese.
I know in my line of business, we are required to take "reasonable and customary precautions" to protect customers online and that we are held responsible if loss was suffered due to any lack of these precautions.
Apr 18, 2014, 11:35 am
#191
Join Date: Oct 2012
Location: Chicago
Programs: UA 1k
Posts: 83
The cancellation must have been made through United's Chinese website (https://www.united.com/web/zh-CN/default.aspx), then you would get a confirmation email in Chinese sent from United.
Apr 18, 2014, 11:41 am
#192
Join Date: Jun 2010
Location: SFO, LON
Programs: UA 1K
Posts: 252
Would not be surprised if your website session was mixed up with someone using the site in Chinese and ua.com accidentally canceled your ticket instead of theirs.
Apr 18, 2014, 11:42 am
#193
Suspended
Join Date: May 2011
Location: SFO
Programs: UA 1K
Posts: 1,961
I would be surprised. Why would that appear consistently in the way it has been? The external fraud explanation sounds more likely.