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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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Last edit by: Pat89339
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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 24, 14, 10:00 am
  #586  
 
Join Date: May 2012
Programs: Delta Plat, UA Plat, Hilton Diamond, SPG Gold
Posts: 255
Originally Posted by Daveyb101 View Post
I too am nervously monitoring a couple of CA J seats that lead-off my upcoming trip. Am I safe in assuming that if the reservation still appears on united.com and via the saudi airlines website, things are still good? Or do I need to confirm directly with CA (or anything else)?
If it is in reservations it is good, if it shows up in cancellations - it is bad.

It works like a traditional cancellation - just someone else is doing it without authorization.
critten is offline  
Old Apr 24, 14, 10:06 am
  #587  
 
Join Date: Dec 2000
Location: Seat 1A
Programs: Non-status paid F/J (best value for $$$)
Posts: 4,092
Originally Posted by Daveyb101 View Post
I too am nervously monitoring a couple of CA J seats that lead-off my upcoming trip. Am I safe in assuming that if the reservation still appears on united.com and via the saudi airlines website, things are still good? Or do I need to confirm directly with CA (or anything else)?
In this case united.com is more reliable. Don't rely on the Saudi website as it only shows the e-ticket image and not the underlying reservation itself. The reservation can be cancelled and the eticket would still be existing in the background.
daniellam is offline  
Old Apr 24, 14, 10:09 am
  #588  
 
Join Date: Dec 2000
Location: Seat 1A
Programs: Non-status paid F/J (best value for $$$)
Posts: 4,092
Originally Posted by critten View Post
Maybe put a 24hr Delay on CA cancels before redepositing into the bucket. Gives us a chance to call and rebook - and hopefully change the confirmations number around, meh.
It probably won't help as CA allows their own members (I think) to waitlist for awards. It might go to them first.
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Old Apr 24, 14, 10:11 am
  #589  
 
Join Date: May 2012
Programs: Delta Plat, UA Plat, Hilton Diamond, SPG Gold
Posts: 255
Originally Posted by daniellam View Post
It probably won't help as CA allows their own members (I think) to waitlist for awards. It might go to them first.
Yeah well what I was thinking was just leave the seat in UA's hands as taken for an extra 24hrs. So, it would not be released to the waitlist right away.
critten is offline  
Old Apr 24, 14, 10:17 am
  #590  
 
Join Date: Sep 2008
Location: SF Bay Area
Programs: None - previously UA
Posts: 4,175
This should actually be quite easy to follow the trail here and figure out who got the award space after it was cancelled, or if there was no award booking and the seats went back into the revenue buckets then suspicion should fall on CA?
escapefromphl is offline  
Old Apr 24, 14, 10:18 am
  #591  
 
Join Date: May 2012
Programs: Delta Plat, UA Plat, Hilton Diamond, SPG Gold
Posts: 255
Wink

Originally Posted by escapefromphl View Post
This should actually be quite easy to follow the trail here and figure out who got the award space after it was cancelled, or if there was no award booking and the seats went back into the revenue buckets then suspicion should fall on CA?
hehe seems so easy, which is why it makes most of us cancelled victims infuriated!
critten is offline  
Old Apr 24, 14, 10:23 am
  #592  
 
Join Date: Oct 2006
Location: DCA, ex-IAH
Programs: nada
Posts: 1,368
Originally Posted by lewende View Post
My apologies - however, this won't help to most of us who haven't commenced to travel on UA award bookings with CA segment(s).
Sorry if it came across as confusing--I was hoping it was clear with noting OJ+SO. Essentially I did AAA-BBB-CCC-DDD//CCC-BBB where the first time transiting BBB I have a currently open 6 month stopover, and the CA segment is in BBB-CCC.
For booked tickets, this doesn't help, but it is a creative idea that MIGHT lock down future bookings when made several months before travel.
crnk is offline  
Old Apr 24, 14, 10:49 am
  #593  
 
Join Date: Mar 2010
Location: LAX
Programs: UA1K, AS MVPG
Posts: 86
FYI, this happened to me on Feb 23. The agent on the phone insisted that I had done it online.
genemk2 is offline  
Old Apr 24, 14, 10:49 am
  #594  
FlyerTalk Evangelist
 
Join Date: Jun 2005
Posts: 36,787
Originally Posted by ajGoes View Post
I'm a developer. I frequently tell my users there is no correlation between the value of a feature and the effort required to implement it.
I haven't had the occasion to tell them that but I definitely agree.
Loren Pechtel is offline  
Old Apr 24, 14, 11:24 am
  #595  
 
Join Date: Jan 2010
Location: Aussie in ORD
Programs: Marriott Plat, Ua Gold, GE.. Sucker for punishment
Posts: 4,138
Originally Posted by genemk2 View Post
FYI, this happened to me on Feb 23. The agent on the phone insisted that I had done it online.
Wow.. The numbers are growing!
cyclogenesis is offline  
Old Apr 24, 14, 11:54 am
  #596  
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Join Date: Dec 2007
Location: BOS/ORH
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Screw it. I decided to drop my CA segments. Found much better and allows me to drop a positioning fligt i had to book separately,

Instead of SYD-BKK-PEK-LAX i switched to SYD-BKK-HKG-ICN-JFK. Allowed me to drop my AA award from LAX-BOS. Ill just take the bus or train from JFK
CDKing is offline  
Old Apr 24, 14, 12:06 pm
  #597  
 
Join Date: May 2012
Programs: Delta Plat, UA Plat, Hilton Diamond, SPG Gold
Posts: 255
Unhappy

Originally Posted by genemk2 View Post
FYI, this happened to me on Feb 23. The agent on the phone insisted that I had done it online.
Wow this is earlier than the original poster? Maybe this has been going on for quite awhile...
critten is offline  
Old Apr 24, 14, 12:56 pm
  #598  
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Join Date: Oct 2011
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Originally Posted by MikeMpls View Post
We had an award trip to Australia booked for the 2nd half of May, outbound in coach on UA, return in business class on China Air.

Received an email today from United -- in Chinese. I don't read Chinese.

Logged into our accounts and found that the itinerary had been canceled, leaving us holding the bag on $1K in nonrefundable domestic Australian flights on Qantas & JetStar, plus some hotel reservations.

This has to be the absolute worst customer service example I've ever experienced in the reservations department.
Did you post the message?
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Old Apr 24, 14, 12:57 pm
  #599  
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Originally Posted by kettle1 View Post
I'd guess 99% of people receiving an email in Chinese will throw it into the trash thinking it is junk mail. If UA is sending these emails - something is wrong. If my vacation plans were handled this way, I would be pissed.

Contact UA web security. This is not right.
Keep in mind that there are millions of Chinese Americans
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Old Apr 24, 14, 12:58 pm
  #600  
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Originally Posted by mduell View Post
Simplified or traditional?
Likely simplified given that CA is a PRC carrier.
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