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2014 UA Issued Awards on Air China (CA) Are Mysteriously Being Canceled (Hacked?)

2014 UA Issued Awards on Air China (CA) Are Mysteriously Being Canceled (Hacked?)

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Old May 13, 14, 4:42 am   -   Wikipost
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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:
  1. MikeMpls
  2. nihaoa
  3. lewende Reported 4 friends with this issue
  4. ordbkk
  5. twebst
  6. kb1992
  7. litesleeper
  8. zombietooth
  9. critten Reported 2/3 confirmations (3 people CA Business class) cancelled at the same time
  10. skyvanman Also 1 friend with the issue
  11. chris1234
  12. atiger29
  13. bubble o bill
  14. genemk2
  15. jefftiger
  16. CuddlyFlyer
  17. gpeso8
  18. imm2b
  19. acf1270
  20. dgxoxo
  21. ACM two passengers
Originally Posted by ordbkk View Post
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: [email protected]

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.
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Old Apr 21, 14, 6:58 pm
  #481  
 
Join Date: Nov 2013
Location: NYC / TYO / Up in the Air
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Originally Posted by ordbkk View Post
Any suggestions? I wouldn't mind dropping them a line.
Get the tribune reporter like you planned to - there's a difference between headlines and results.....
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Old Apr 21, 14, 7:00 pm
  #482  
 
Join Date: Oct 2012
Location: Chicago
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Originally Posted by bmwe92fan View Post
Get the tribune reporter like you planned to - there's a difference between headlines and results.....
I contacted them on Saturday, no word back yet. I will try again tomorrow.
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Old Apr 21, 14, 7:11 pm
  #483  
 
Join Date: Jan 2013
Location: 대한민국 (South Korea) - ex-PVG (上海)
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I regret the records were canceled, however, we are unable to solicit Air China to give us additional mileage seats.
OK, here an answer for UA: don't "request additional mileage seats", how about having to BUY replacement seats on CA for all the UA passengers whose travel was stolen? That would get the attention of the UAL Board of Directors.
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Old Apr 21, 14, 11:36 pm
  #484  
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Originally Posted by DaviddesJ View Post
An actual lawsuit might not do much for the individual involved, but 'talk of lawsuits' seems probably helpful to get UA's attention. They seem inclined to ignore anything they think they can ignore. So far, this hasn't cost UA anything, which explains why they have done nothing as far as anyone can see, not even opening up availability on their own flights for people affected, or informing customer service agents so that they don't insult and deride the victims who call in.
Class action, perhaps?
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Old Apr 22, 14, 12:22 am
  #485  
 
Join Date: Jan 2013
Location: 대한민국 (South Korea) - ex-PVG (上海)
Programs: UA MM / LT Gold (LT UC), DL SM, AA PLT (AC), OZ, KE; GE and Korean SES (like GE); Marriott Gold
Posts: 1,996
I really feel sorry for anyone, thinking they have tickets on Air China, get to the airport to find out they don't exist. This assumes that many (most ?) people having their seats taken don't read Chinese. If my U.S. relatives got a message in Chinese, even from UA, they would probably think it was spam and ignore it.
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Old Apr 22, 14, 3:19 am
  #486  
 
Join Date: Sep 2009
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I was booked on a flight PEK-SYD in J but CA has no record of it. It still shows as ticketed on UA.com and UA pulls it up and even has a ticket number. UA has only offered to put me in coach despite the fact I am ticketed in J. UA Insider has done nothing and phone agents haven't either. Truly depressing service.
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Old Apr 22, 14, 4:05 am
  #487  
 
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Originally Posted by skyvanman View Post
I was booked on a flight PEK-SYD in J but CA has no record of it. It still shows as ticketed on UA.com and UA pulls it up and even has a ticket number. UA has only offered to put me in coach despite the fact I am ticketed in J. UA Insider has done nothing and phone agents haven't either. Truly depressing service.
Very depressing indeed and very sorry for your predicament. Surely UA must be concerned with this serious breach of contract/security occurring with J/C award tickets on CA? The lack of response from UA Insider is worrying. Is this shenanigan with CA restricted to UA award tickets or have award tickets issued by other members of the *A been inexplicably cancelled as well?
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Old Apr 22, 14, 4:22 am
  #488  
 
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Originally Posted by IainC View Post
Very depressing indeed and very sorry for your predicament. Surely UA must be concerned with this serious breach of contract/security occurring with J/C award tickets on CA? The lack of response from UA Insider is worrying. Is this shenanigan with CA restricted to UA award tickets or have award tickets issued by other members of the *A been inexplicably cancelled as well?
I have tickets booked on CA with seat assignments that were booked with US so it seems to be relegated to UA issued tickets. I have friends who have booked tickets with UA on CA that UA booked in F and never confirmed and by the time they realized it they had to downgrade them to J. Fortunately for UA that guy is not as strict on his dates as I am. This is just absolutely depressing.

I challenged to Premier Plat last year and would requalify if I felt like the airline cared about their customers, but it is too clear they don't. I've cleared out my account and am moving to a carrier that doesn't try to break contracts and leave their customers "hanging"
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Old Apr 22, 14, 4:34 am
  #489  
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Originally Posted by skyvanman View Post
I was booked on a flight PEK-SYD in J but CA has no record of it. It still shows as ticketed on UA.com and UA pulls it up and even has a ticket number. UA has only offered to put me in coach despite the fact I am ticketed in J. UA Insider has done nothing and phone agents haven't either. Truly depressing service.
If you don't need a stopover at PEK, call back and ask UA to put you in J on their nonstop LAX-SYD flight, even if they must open up award space to do it.

Originally Posted by skyvanman View Post
I have tickets booked on CA with seat assignments that were booked with US so it seems to be relegated to UA issued tickets. I have friends who have booked tickets with UA on CA that UA booked in F and never confirmed and by the time they realized it they had to downgrade them to J. Fortunately for UA that guy is not as strict on his dates as I am. This is just absolutely depressing.

I challenged to Premier Plat last year and would requalify if I felt like the airline cared about their customers, but it is too clear they don't. I've cleared out my account and am moving to a carrier that doesn't try to break contracts and leave their customers "hanging"
Were your friends ever ticketed (email receipt with ticket number) in F? If so, they were confirmed at that time, so it would look like their award space was cancelled.

Can US award tickets be cancelled with just the passenger's name and PNR/record locator? If not, your award ticket should be safe. However, with US now out of *A, if something did happen, it could be harder to fix because US can't alter award tickets involving *A carriers with which US doesn't have an explicit bilateral partnership arrangement now.

Last edited by FlyinHawaiian; Apr 22, 14 at 4:57 am Reason: multi-quote
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Old Apr 22, 14, 6:21 am
  #490  
 
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Originally Posted by UA_Flyer View Post
I am not sure if I should call Air China to assign my 3 first class seats.....a little suspicious whether this could be an inside job done at Air China.....just suspicious.

Air China has our last names and United booking record on [email protected]:-)
Any info on getting the seat assigned?
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Old Apr 22, 14, 6:22 am
  #491  
 
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Originally Posted by skyvanman View Post
I was booked on a flight PEK-SYD in J but CA has no record of it. It still shows as ticketed on UA.com and UA pulls it up and even has a ticket number. UA has only offered to put me in coach despite the fact I am ticketed in J. UA Insider has done nothing and phone agents haven't either. Truly depressing service.
Give united a call to see if it may be what happened to us. If so, you can tell them to rebook on another carrier(one that has any award space like ANA, Asiana, Thai, ect.)

They should make the difference if the award is in a higher cost category. But I'd avoid any other NS with CA. It just isn't worth any of our time till we hear something
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Old Apr 22, 14, 7:55 am
  #492  
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Really sorry to hear about this happening to folks-- I have an award of a lifetime with my parents in Jan to Australia/NZ that has a (very short, ~2 hr) CA leg in business... thankfully it was booked via US miles so hopefully no issues...

I also agree that UA should open up at least the same class of service on their flights if not outright replace with revenue fares (that CA is responsible for if the leak came from their systems!).

A trip on UA in BF or even GF is not even close to the same as one on NH/TG/BR.
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Old Apr 22, 14, 9:03 am
  #493  
 
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Originally Posted by critten View Post
Give united a call to see if it may be what happened to us. If so, you can tell them to rebook on another carrier(one that has any award space like ANA, Asiana, Thai, ect.)

They should make the difference if the award is in a higher cost category. But I'd avoid any other NS with CA. It just isn't worth any of our time till we hear something
Yeah...but nobody else with availability on my dates. Fortunately SQ opens up everything 14 days out so I may have a chance, if not then I'll just call UA and they'll have to put me on their own metal, would suck but would serve them right, having to fly me across the pacific twice.
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Old Apr 22, 14, 9:06 am
  #494  
 
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Originally Posted by MSPeconomist View Post
If you don't need a stopover at PEK, call back and ask UA to put you in J on their nonstop LAX-SYD flight, even if they must open up award space to do it.


Were your friends ever ticketed (email receipt with ticket number) in F? If so, they were confirmed at that time, so it would look like their award space was cancelled.

Can US award tickets be cancelled with just the passenger's name and PNR/record locator? If not, your award ticket should be safe. However, with US now out of *A, if something did happen, it could be harder to fix because US can't alter award tickets involving *A carriers with which US doesn't have an explicit bilateral partnership arrangement now.
I would just do LAX-SYD but my itinerary on this trip is actually AKL-NRT-GUM;SPN-GUM-CTS-TPE-PEK-SYD

Any yes, he was fully ticketed.
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Old Apr 22, 14, 9:19 am
  #495  
 
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Just an update: I have sent requested documents to UA Insider after a response! Finally! Lets hope the staff can get the ball rolling to prevent future cancellations
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