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?)
#211
Join Date: Oct 2012
Location: Chicago
Programs: UA 1k
Posts: 83
Many travel agencies in China have legal access to (view) ALL reservations, including those not originally booked through them, in the Travelsky system, a Chinese GDS/CRS used by most Chinese carriers including CA, CZ, MU... It's widely known in China that personal reservation information has been leaked from some agencies. Although the agencies cannot directly cancel the reservations booked from elsewhere, they can find those with 016- ticket numbers and easily cancel them by visiting united.com.
#212
Join Date: Aug 2011
Programs: UA 1K
Posts: 8,634
Speaking of leaked personal information... the new flights that United booked for us still have the original PNR. Granted if my original flight was canceled because somebody wanted our seats on Air China, my reservation won't interest them... but I find it a little odd that United would respond to my claims of a fraudulent cancellation with another reservation protected by the very same information that was leaked in the first place.
#213
FlyerTalk Evangelist
Join Date: Jul 2010
Programs: AA
Posts: 14,658
I'm not certain I wouldn't call back and ask to be speak to the fraud department - no matter what the CSR said.
#214
Suspended
Join Date: Aug 2005
Location: BOS
Posts: 15,027
Would it be possible to "lock" your reservation in such as way that it can only be cancelled by phone relaying personal information in excess of what is in the PNR?
#215
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,731
We had plenty of plans that would have been lost had United not found award space on their own flights. So we are lucky there. However, rather than departing in the evening hours after work, the flights we are left with leave earlier in the morning so we both must take off additional time from work. That is equivalent to money lost in my eyes.
(There were other options in the evening, but on other carriers. United felt the only solution they could offer us was seats on their own planes)
(There were other options in the evening, but on other carriers. United felt the only solution they could offer us was seats on their own planes)
This thing is scary. We have a long haul CA F in our Sept trip. So far the reservation seems intact per the Saudia site, except the first UA segment has a schedule change but the website prevents me to accept it because the schedule change notice (red message) is associated to the Waitlisted I segment, but not to the confirmed YN segment. My intention is to leave it along till August in vain hope that the I would clear by then.... so I could accept the schedule change online.
#216
Join Date: Oct 2012
Location: Chicago
Programs: UA 1k
Posts: 83
OP, do you mind to reveal what CA flights you were originally booked?
This thing is scary. We have a long haul CA F in our Sept trip. So far the reservation seems intact, except the first UA segment has a schedule change but the website prevents me to accept it because the schedule change notice (red message) is associated to the Waitlisted I segment, but not to the confirmed YN segment. My intention is to leave it along till August in vain hope that the I would clear by then....
This thing is scary. We have a long haul CA F in our Sept trip. So far the reservation seems intact, except the first UA segment has a schedule change but the website prevents me to accept it because the schedule change notice (red message) is associated to the Waitlisted I segment, but not to the confirmed YN segment. My intention is to leave it along till August in vain hope that the I would clear by then....
Last edited by FlyinHawaiian; Apr 18, 2014 at 2:16 pm Reason: multi-quote
#217
FlyerTalk Evangelist
Join Date: Jan 2002
Location: Canada
Programs: UA*1K MM
Posts: 23,274
While perhaps justified because UA does lower the service standards in Star quite a bit, its a bit harsh - United is the biggest airline, I doubt the other airlines will kick them out
#218
FlyerTalk Evangelist
Join Date: Jul 2003
Location: BOS, PVG
Programs: United 1K and 1MM, Marriott Ambassador
Posts: 10,000
#219
FlyerTalk Evangelist
Join Date: Jul 2003
Location: BOS, PVG
Programs: United 1K and 1MM, Marriott Ambassador
Posts: 10,000
Were you happy with the alternate flights (or do you have alternate flights in place yet)? UA really needs to step up and post a public statement on this. Maybe they can allocate a special phone number for those that are impacted so they can keep track of it all in one place.
Can't find any saver C/F on UA. It's June. I'm left out with no back up.
#221
FlyerTalk Evangelist
Join Date: Jul 2003
Location: BOS, PVG
Programs: United 1K and 1MM, Marriott Ambassador
Posts: 10,000
#222
Join Date: Jan 2006
Programs: AC Elite
Posts: 95
Speaking of leaked personal information... the new flights that United booked for us still have the original PNR. Granted if my original flight was canceled because somebody wanted our seats on Air China, my reservation won't interest them... but I find it a little odd that United would respond to my claims of a fraudulent cancellation with another reservation protected by the very same information that was leaked in the first place.
I don't think United has realized or believed that your information had been leaked, so they didn't take extra precautionary measures to protect your reservation. United could simply fix the loophole by requiring logging in with MileagePlus PIN/password before canceling any award booking online. They should also verify account details over the phone before making a cancellation.
I know two other victims who were also rebooked under the original PNR. I guess your new reservation would be find as long as it does not contain premium seats on CA international flights, but always be cautious.
#223
Join Date: Jan 2006
Programs: AC Elite
Posts: 95
I have done it multiple times - Every time I canceled a UA award booking, I immediately received an email. You don't need to "live in China" to receive the email in Chinese - I canceled two reservations through the United's Chinese website mentioned earlier and received confirmation emails in Chinese, even though my MileagePlus mailing address and credit card billing address are both in the USA.
#224
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: 19,714
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.
...I am underwhelmed with the "Sorry there is nothing we can do" response...
...I am underwhelmed with the "Sorry there is nothing we can do" response...
#225
FlyerTalk Evangelist
Join Date: Jul 2003
Location: BOS, PVG
Programs: United 1K and 1MM, Marriott Ambassador
Posts: 10,000
I have done it multiple times - Every time I canceled a UA award booking, I immediately received an email. You don't need to "live in China" to receive the email in Chinese - I canceled two reservations through the United's Chinese website mentioned earlier and received confirmation emails in Chinese, even though my MileagePlus mailing address and credit card billing address are both in the USA.
If you cancel a reservation, and re-book later, you'll get an email from UA.
If you cancel and redeposit miles, then no email.
Apparently CA decides to cancel our F/C awards.
No surprising that Air China Economy Awards are not canceled?