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 21, 2014, 9:36 am
#406
FlyerTalk Evangelist
Join Date: Jun 2005
Posts: 38,417
I wonder how a broker would advertise this service, and get enough people to sign up with him then pay for doing something illegal.
If I have lost the award availability - will united put me and my party on UA Metal in the same class of service without increase in mileage cost? Told me that I should wait till morning so that when they call CA they can show that I don't have another valid trip and need that flight.
Last operator was very nice, documented, and filed a report on it - but not optimistic at all on being able to force CA to re-open the seats for the lost awards.
If I have lost the award availability - will united put me and my party on UA Metal in the same class of service without increase in mileage cost? Told me that I should wait till morning so that when they call CA they can show that I don't have another valid trip and need that flight.
Last operator was very nice, documented, and filed a report on it - but not optimistic at all on being able to force CA to re-open the seats for the lost awards.
He's just a guy who is better than everyone else at getting tickets. It's China, an awful lot of people aren't going to look carefully at how it's being done. Word of mouth.
Apr 21, 2014, 10:02 am
#408
Join Date: May 2012
Programs: Delta Plat, UA Plat, Hilton Diamond, SPG Gold
Posts: 258
Cancelled back to back 04/20/2014 10:29PM CST, 10:30PM CST outside of Air China NA call center hours (Easter Sunday so 6PM CST they closed)
PNR 1 - 2 people Booked 01/25/2014 - CA IAH PEK CLASS I - Business Award Saver
PNR 2 - 1 Person Booked 04/10/2014 - CA IAH PEK CLASS I - Business Award Saver
Still good, but rebooked UA Metal (booo CA)
PNR 3 - 1 Person Booked 01/25/2014 - CA IAH PEK CLASS O - First Class Award Saver
at least United in-flight service is better than no service!
Thanks for all of the help, I lose out on 6hrs of my 30hr stopover- but it is better than nothing.
Last edited by critten; Apr 21, 2014 at 10:10 am
Apr 21, 2014, 10:19 am
#409
Join Date: Jul 2010
Programs: UA
Posts: 255
I had the exact same experience with my first call to UA. 
Really freaking annoying, CA hotlines should have opened up but RE-EXPLAINING to united reps that I DID NOT DO IT! really makes my morning horrible. And then the "you may have accidentally cancelled it", just pushed me over the limit. I spoke to reps for 2 hrs last night and was told it was notated...lady said she only sees that I cancelled the reservation and was reluctant to even call air china.
Apr 21, 2014, 10:32 am
#410
Join Date: Aug 2011
Programs: UA 1K
Posts: 8,634
That each new person is having to reinvent the wheel with the UA reps on this issue because UA refuses to acknowledge that it's happening and set up a dedicated way of dealing with it is completely despicable.
Apr 21, 2014, 10:41 am
#411
Join Date: Jul 2010
Programs: UA
Posts: 255
From CEO's office
Thank you for contacting United Airlines.
I have reviewed the records for your parents-in-law and have confirmed the information regarding the cancellation. I can confirm, our system indicates someone logged in as a guest, canceled XXXXXX at 10:42pm and then canceled XXXXXX at 10:50pm. I regret the records were canceled, however, we are unable to solicit Air China to give us additional mileage seats.
I have reviewed Air China's mileage availability for several weeks to the mainland, and at this time, there is no availability in First class or coach. The only option is to retain the routing currently indicated in each record.
Again, I regret the situation. We try to provide this value through a mix of safety, on-time performance, courteous and professional service, and a wide range of destination options. We want to make travel with us a convenient and trouble-free experience for our passengers.
Our goal is to provide exceptional service every time your parents travel with United. Your support is important to United, our regional carriers, and all Star Alliance member carriers. We appreciate your business and look forward to welcoming your parents on board for the flight to California.
Regards,
XXX XXX
United Airlines
I have reviewed the records for your parents-in-law and have confirmed the information regarding the cancellation. I can confirm, our system indicates someone logged in as a guest, canceled XXXXXX at 10:42pm and then canceled XXXXXX at 10:50pm. I regret the records were canceled, however, we are unable to solicit Air China to give us additional mileage seats.
I have reviewed Air China's mileage availability for several weeks to the mainland, and at this time, there is no availability in First class or coach. The only option is to retain the routing currently indicated in each record.
Again, I regret the situation. We try to provide this value through a mix of safety, on-time performance, courteous and professional service, and a wide range of destination options. We want to make travel with us a convenient and trouble-free experience for our passengers.
Our goal is to provide exceptional service every time your parents travel with United. Your support is important to United, our regional carriers, and all Star Alliance member carriers. We appreciate your business and look forward to welcoming your parents on board for the flight to California.
Regards,
XXX XXX
United Airlines
Apr 21, 2014, 10:42 am
#412
Join Date: May 2001
Location: Portland, OR, USA
Programs: UA 1K 3 Million/ex-many year GS, AA PLT/2 Mil, AS MVPG, HH Dia, Starwood Life Plat, Hertz PC
Posts: 1,401
Absolutely true as is the dead silence here or elsewhere on the issue from UA. But then this is the new UA approach to customer service - head in the sand and ignore figuring that there will always be another customer. There is really no reason for a company with decent customer service not to be out ahead of this issue by now with public comment - all those internal mails that you know are flying around Wacker Drive are discoverable anyway if DOT or other legal process ever gets involved.
Apr 21, 2014, 10:45 am
#413
Join Date: Dec 2011
Location: Indianapolis
Programs: UA 1K, Marriott Gold, HH Gold, SPG Gold
Posts: 383
Thank you for contacting United Airlines.
I have reviewed the records for your parents-in-law and have confirmed the information regarding the cancellation. I can confirm, our system indicates someone logged in as a guest, canceled XXXXXX at 10:42pm and then canceled XXXXXX at 10:50pm. I regret the records were canceled, however, we are unable to solicit Air China to give us additional mileage seats.
I have reviewed Air China's mileage availability for several weeks to the mainland, and at this time, there is no availability in First class or coach. The only option is to retain the routing currently indicated in each record.
Again, I regret the situation. We try to provide this value through a mix of safety, on-time performance, courteous and professional service, and a wide range of destination options. We want to make travel with us a convenient and trouble-free experience for our passengers.
Our goal is to provide exceptional service every time your parents travel with United. Your support is important to United, our regional carriers, and all Star Alliance member carriers. We appreciate your business and look forward to welcoming your parents on board for the flight to California.
Regards,
XXX XXX
United Airlines
I have reviewed the records for your parents-in-law and have confirmed the information regarding the cancellation. I can confirm, our system indicates someone logged in as a guest, canceled XXXXXX at 10:42pm and then canceled XXXXXX at 10:50pm. I regret the records were canceled, however, we are unable to solicit Air China to give us additional mileage seats.
I have reviewed Air China's mileage availability for several weeks to the mainland, and at this time, there is no availability in First class or coach. The only option is to retain the routing currently indicated in each record.
Again, I regret the situation. We try to provide this value through a mix of safety, on-time performance, courteous and professional service, and a wide range of destination options. We want to make travel with us a convenient and trouble-free experience for our passengers.
Our goal is to provide exceptional service every time your parents travel with United. Your support is important to United, our regional carriers, and all Star Alliance member carriers. We appreciate your business and look forward to welcoming your parents on board for the flight to California.
Regards,
XXX XXX
United Airlines
What a steaming pile.
I guess the motto is along the lines of:
The first way to solve a problem is to pretend the problem doesn't exist.
Apr 21, 2014, 10:45 am
#414
Suspended
Join Date: May 2011
Location: SFO
Programs: UA 1K
Posts: 1,961
Of course they are able to solicit Air China to give them additional seats. Now I'm appalled that the United 'CEO's Office' apparently doesn't know the meaning of the word 'solicit'.
Apr 21, 2014, 10:45 am
#415
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: 6,322
How does one log into an account as a "Guest"????
Apr 21, 2014, 10:49 am
#416
Join Date: Jun 2011
Location: Colorado
Programs: United MM (formerly 1K), Marriott Lifetime Gold
Posts: 551
Thank you for contacting United Airlines.
I have reviewed the records for your parents-in-law and have confirmed the information regarding the cancellation. I can confirm, our system indicates someone logged in as a guest, canceled XXXXXX at 10:42pm and then canceled XXXXXX at 10:50pm. I regret the records were canceled, however, we are unable to solicit Air China to give us additional mileage seats.
I have reviewed Air China's mileage availability for several weeks to the mainland, and at this time, there is no availability in First class or coach. The only option is to retain the routing currently indicated in each record.
Again, I regret the situation. We try to provide this value through a mix of safety, on-time performance, courteous and professional service, and a wide range of destination options. We want to make travel with us a convenient and trouble-free experience for our passengers.
Our goal is to provide exceptional service every time your parents travel with United. Your support is important to United, our regional carriers, and all Star Alliance member carriers. We appreciate your business and look forward to welcoming your parents on board for the flight to California.
Regards,
XXX XXX
United Airlines
I have reviewed the records for your parents-in-law and have confirmed the information regarding the cancellation. I can confirm, our system indicates someone logged in as a guest, canceled XXXXXX at 10:42pm and then canceled XXXXXX at 10:50pm. I regret the records were canceled, however, we are unable to solicit Air China to give us additional mileage seats.
I have reviewed Air China's mileage availability for several weeks to the mainland, and at this time, there is no availability in First class or coach. The only option is to retain the routing currently indicated in each record.
Again, I regret the situation. We try to provide this value through a mix of safety, on-time performance, courteous and professional service, and a wide range of destination options. We want to make travel with us a convenient and trouble-free experience for our passengers.
Our goal is to provide exceptional service every time your parents travel with United. Your support is important to United, our regional carriers, and all Star Alliance member carriers. We appreciate your business and look forward to welcoming your parents on board for the flight to California.
Regards,
XXX XXX
United Airlines
Apr 21, 2014, 10:50 am
#417
Suspended
Join Date: May 2011
Location: SFO
Programs: UA 1K
Posts: 1,961
That isn't the way the UK law - S75 of the Consumer Credit Act - works (as I understand it). The credit card company is jointly and severally liable for breach of contract or misrepresentation by the supplier. Now I'm not sure if similar statutes exist in the US or if a breach of contract claim could be made out in these circumstances; however if it could, specific performance rather than refund would be a possible outcome.
Apr 21, 2014, 10:52 am
#418
Suspended
Join Date: May 2011
Location: SFO
Programs: UA 1K
Posts: 1,961
It doesn't say logged in to an account. It's saying that a user connected to united.com as a guest, i.e., without logging in to any account. It's imprecisely stated but not all that far outside common usage (you can find lots of modern examples of people using 'log in' to mean 'visit a website in a browser'), although they wouldn't be among people who have been computing for decades.
Apr 21, 2014, 10:52 am
#419
Join Date: Nov 2001
Location: Cleveland, Ohio, USA
Programs: UA PM, DL PM, Bonvoy Titanium, HH Gold
Posts: 1,293
Yeah, that's a poor choice of words from the head office. I'm assuming it means they are a "guest". Basically, you are not logged in. Anyone not logged in is a "guest".
I cannot imagine what people who had their reservations cancelled feel like. I am beyond stunned that United allows anyone to cancel reservations just with a PNR and last name. That is beyond bizarre.
Are other airlines the same way?
I cannot imagine what people who had their reservations cancelled feel like. I am beyond stunned that United allows anyone to cancel reservations just with a PNR and last name. That is beyond bizarre.
Are other airlines the same way?
Apr 21, 2014, 10:54 am
#420
Join Date: Aug 2011
Programs: UA 1K
Posts: 8,634
Everyone who has experienced this issue should be writing to Jeff so that his office understands the scope of the issue.