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?)
Jun 7, 2014, 8:03 am
#886
Join Date: Mar 2013
Location: India, & Great State of TEXAS
Programs: AA EX-Plat ** , UA 1K, IHG platinum
Posts: 102
Hi All,
I just wanted to share my experience. I booked my parents (2 passengers) on LAX - PEK flight for 6/6 1:40am in Jan using miles in Business.
Last night, went to check-in, told me my reservation was cancelled on 5/29. Funny, I have all my United emails filtered to a special folder since I travel a lot on United (I'm 1k) and I have not received ANY notifications, not in my spam, or trash.
I was so shocked and confused and United offered zero help. They offered to reroute us on another flight on 6/7 connecting through Honolulu, so now not only is our itinerary delayed by 2 days, we are also taking a CONNECTING FLIGHT, and United 1k agents are taking an additional 40k miles from my account for this change. Madness.
After doing some research, I stumbled upon this thread. While I've always been a lurker, I felt I really needed to voice my opinion on this one. I kept calling United today and was finally able to get someone sympathetic to pass this on to the customer service director.
So I can safely say that this issue is still very much alive.
I just wanted to share my experience. I booked my parents (2 passengers) on LAX - PEK flight for 6/6 1:40am in Jan using miles in Business.
Last night, went to check-in, told me my reservation was cancelled on 5/29. Funny, I have all my United emails filtered to a special folder since I travel a lot on United (I'm 1k) and I have not received ANY notifications, not in my spam, or trash.
I was so shocked and confused and United offered zero help. They offered to reroute us on another flight on 6/7 connecting through Honolulu, so now not only is our itinerary delayed by 2 days, we are also taking a CONNECTING FLIGHT, and United 1k agents are taking an additional 40k miles from my account for this change. Madness.
After doing some research, I stumbled upon this thread. While I've always been a lurker, I felt I really needed to voice my opinion on this one. I kept calling United today and was finally able to get someone sympathetic to pass this on to the customer service director.
So I can safely say that this issue is still very much alive.
Jun 7, 2014, 8:53 am
#887
Join Date: Apr 2009
Location: Houston
Programs: UA GS 2.6MM & Lifetime UC, Qantas Platinum, Hilton Lifetime Diamond, Bonvoy Platinum, HawaiianMiles
Posts: 8,692
This is scary.. been checking res. 3/4 times daily on UA and have seat assignments done on all other carriers on my itinerary. Did not call CA for seats or for anything yet. Trip is early next week .Should I call CA to see if they have my res active? Or check on seat? No emails as of now from UA (guess that don't mean much?
Jun 8, 2014, 3:56 pm
#889
Join Date: Mar 2013
Location: LBB
Programs: UA 1K 1MM ★G | Marriott LTT | Hilton ♦ | Hertz PC | Global Entry TSA Pre ✓
Posts: 2,820
Shame on UA for taking additional miles from a loyal customer when it is a lapse in THEIR SYSTEM that enables the crooks to fraudulently cancel reservations. 'Nuff said.
Jun 9, 2014, 4:18 pm
#890
Join Date: Jul 2004
Location: PDX
Programs: DL DM, AS MVP 100K, Amtrak peon, Colbert Lifetime Platinum
Posts: 4,534
Yes, I know the TravelSky and Saudia site check options, but it's obviously not the same as a confirmation from the operating carrier itself.
Jun 9, 2014, 4:41 pm
#891
Join Date: Mar 2009
Location: DCA
Programs: UA 1K; *G and *A Top 1000; HHonors Diamond; *$ Gold; Global Entry
Posts: 2,272
Heads up, when I called CA to get seat assignments, I also asked for an e-mail confirmation to be sent and the agent refused. She said I needed to print my record from UA and that CA is unable to fulfill confirmations for partner-issued awards (even though other *A carriers do this routinely). Yes, I know the TravelSky and Saudia site check options, but it's obviously not the same as a confirmation from the operating carrier itself.
Yes, I know the TravelSky and Saudia site check options, but it's obviously not the same as a confirmation from the operating carrier itself.Meanwhile, NH willingly sent me a confirmation of their portion of the same itinerary. Likewise, I've never had a problem getting a confirmation from LH or SQ on a UA-issued itinerary.
Jun 12, 2014, 1:54 pm
#892
Join Date: Aug 2011
Location: PDX
Posts: 469
Fortunately I didn't have any issues flying my MEL-PVG segment in Business class several days ago with Air China. Part of it might of been that it has pretty wide open award availability, compared to other segments people have had issues with. But everyone affected by this certainly has my sympathies.
Jun 12, 2014, 2:09 pm
#893
Join Date: Jan 2013
Location: Hawai'i Nei
Programs: Au: UA, Marriott, Hilton; GE
Posts: 7,139
Jun 18, 2014, 12:37 pm
#894
Join Date: Apr 2012
Location: TPE
Programs: UA Gold, HA Premier, Hertz #1 Gold PC, SBUX Gold
Posts: 603
So looks like this is still happening, and it was acknowledged as a greater issue by the rep I spoke to at the Premiere line about my cancelled CA segment. Flying award Y from BUR-SFO-CTU-KMG in two weeks. Nothing else available so decided on BUR instead of LAX and get to try the 787. Anyway, this week the CA segment from CTU to KMG mysteriously disappeared from my itinerary and it became listed as a trip simply from BUR to CTU. Called UA and rep was also surprised since the flight was still showing availability and she reinstated. Also mentioned that sometimes partner segment aren't always visable from UA end of things so maybe not too much of a worry but still suggested I call CA to double check since I had previously gotten a seat assignment from them.
Called CA, told that they have a seat confirmed for me but that the flight itself had still never been ticketed by UA. Called UA again, rep stated everything looked fine from her end but passed up to supervisor who then got on the phone directly with CA and then basically has to re-issue the ticket for the whole trip so that the two systems would re-sync. I think CA's system must have de-issued the ticket for their segment which is what message things up to begin with. Anyway, all is good now but will be keeping an eye on things the next 1.5 weeks to be sure CA doesn't drop me from their flight again. This is also a Y award which seems new from the cancellations having previously been in premium cabins.
Called CA, told that they have a seat confirmed for me but that the flight itself had still never been ticketed by UA. Called UA again, rep stated everything looked fine from her end but passed up to supervisor who then got on the phone directly with CA and then basically has to re-issue the ticket for the whole trip so that the two systems would re-sync. I think CA's system must have de-issued the ticket for their segment which is what message things up to begin with. Anyway, all is good now but will be keeping an eye on things the next 1.5 weeks to be sure CA doesn't drop me from their flight again. This is also a Y award which seems new from the cancellations having previously been in premium cabins.
Last edited by gradsflyer; Jun 18, 2014 at 12:50 pm
Jun 18, 2014, 12:44 pm
#895
Join Date: Apr 2009
Location: Houston
Programs: UA GS 2.6MM & Lifetime UC, Qantas Platinum, Hilton Lifetime Diamond, Bonvoy Platinum, HawaiianMiles
Posts: 8,692
So looks like this is still happening, and it was acknowledged as a greater issue by the rep I spoke to at the Premiere line about my cancelled CA segment. Flying award Y from BUR-SFO-CTU-KMG in two weeks. Nothing else available so decided on BUR instead of LAX and get to try the 787. Anyway, this week the CA segment from CTU to KMG mysteriously disappeared from my itinerary and it became listed as a trip simply from BUR to CTU. Called UA and rep was also surprised since the flight was still showing availability and she reinstated. Also mentioned that sometimes partner segment aren't always viable from UA end of things so maybe not too much of a worry but still suggested I call CA to double check since I had previously gotten a seat assignment from them.
Called CA, told that they have a seat confirmed for me but that the flight itself had still never been ticketed by UA. Called UA again, rep stated everything looked fine from her end but passed up to supervisor who then got on the phone directly with CA and then basically has to re-issue the ticket for the whole trip so that the two systems would re-sync. I think CA's system must have de-issued the ticket for their segment which is what message things up to begin with. Anyway, all is good now but will be keeping an eye on things the next 1.5 weeks to be sure CA doesn't drop me from their flight again. This is also a Y award which seems new from the cancellations having previously been in premium cabins.
Called CA, told that they have a seat confirmed for me but that the flight itself had still never been ticketed by UA. Called UA again, rep stated everything looked fine from her end but passed up to supervisor who then got on the phone directly with CA and then basically has to re-issue the ticket for the whole trip so that the two systems would re-sync. I think CA's system must have de-issued the ticket for their segment which is what message things up to begin with. Anyway, all is good now but will be keeping an eye on things the next 1.5 weeks to be sure CA doesn't drop me from their flight again. This is also a Y award which seems new from the cancellations having previously been in premium cabins.
Ugh. Did you get "the email", or did the segment just drop off your itinerary on united.com?
Jun 18, 2014, 12:51 pm
#896
Join Date: Apr 2012
Location: TPE
Programs: UA Gold, HA Premier, Hertz #1 Gold PC, SBUX Gold
Posts: 603
Jun 18, 2014, 3:46 pm
#897
Join Date: Dec 2013
Posts: 163
So looks like this is still happening, and it was acknowledged as a greater issue by the rep I spoke to at the Premiere line about my cancelled CA segment. Flying award Y from BUR-SFO-CTU-KMG in two weeks. Nothing else available so decided on BUR instead of LAX and get to try the 787. Anyway, this week the CA segment from CTU to KMG mysteriously disappeared from my itinerary and it became listed as a trip simply from BUR to CTU. Called UA and rep was also surprised since the flight was still showing availability and she reinstated. Also mentioned that sometimes partner segment aren't always visable from UA end of things so maybe not too much of a worry but still suggested I call CA to double check since I had previously gotten a seat assignment from them.
Called CA, told that they have a seat confirmed for me but that the flight itself had still never been ticketed by UA. Called UA again, rep stated everything looked fine from her end but passed up to supervisor who then got on the phone directly with CA and then basically has to re-issue the ticket for the whole trip so that the two systems would re-sync. I think CA's system must have de-issued the ticket for their segment which is what message things up to begin with. Anyway, all is good now but will be keeping an eye on things the next 1.5 weeks to be sure CA doesn't drop me from their flight again. This is also a Y award which seems new from the cancellations having previously been in premium cabins.
Called CA, told that they have a seat confirmed for me but that the flight itself had still never been ticketed by UA. Called UA again, rep stated everything looked fine from her end but passed up to supervisor who then got on the phone directly with CA and then basically has to re-issue the ticket for the whole trip so that the two systems would re-sync. I think CA's system must have de-issued the ticket for their segment which is what message things up to begin with. Anyway, all is good now but will be keeping an eye on things the next 1.5 weeks to be sure CA doesn't drop me from their flight again. This is also a Y award which seems new from the cancellations having previously been in premium cabins.
It seems likely that this is a different problem -- UA sometimes fails (for whatever reason) to actually issue the tickets for partner flights, despite "reserving" the itinerary. The facts of this case are more consistent with that issue, and quite dissimilar from all the other reports of malicious cancellation of J awards. Either way, I'm glad everything worked out. Make sure that you have e-ticket numbers. If you want to be sure, call CA and ensure that they can see the e-ticket number in addition to just the reservation.
Jun 18, 2014, 3:55 pm
#898
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,399
It seems likely that this is a different problem -- UA sometimes fails (for whatever reason) to actually issue the tickets for partner flights, despite "reserving" the itinerary. The facts of this case are more consistent with that issue, and quite dissimilar from all the other reports of malicious cancellation of J awards. Either way, I'm glad everything worked out. Make sure that you have e-ticket numbers. If you want to be sure, call CA and ensure that they can see the e-ticket number in addition to just the reservation.
It's better if you can also verify and print out the details yourself from the partner's own website, but this doesn't always work.
Jun 21, 2014, 10:57 am
#899
Join Date: Jul 2012
Location: JFK
Programs: -
Posts: 178
Just wanted to share an update regarding my US Air issued ticket...
US Air pretty much told me tough luck, no compensation or anything.
Given this was a *A award, I pretty much got screwed since most partners aren't available anymore. Had to rebook everything and change my itinerary completely, previously had a stopover in BKK and now have it in KUL and will have to buy the (admittedly cheap) tickets for KUL-BKK.
Bottom line, if this happens to you at US Air, you're screwed.
US Air pretty much told me tough luck, no compensation or anything.
Given this was a *A award, I pretty much got screwed since most partners aren't available anymore. Had to rebook everything and change my itinerary completely, previously had a stopover in BKK and now have it in KUL and will have to buy the (admittedly cheap) tickets for KUL-BKK.
Bottom line, if this happens to you at US Air, you're screwed.
Jun 21, 2014, 3:34 pm
#900
Join Date: Jul 2010
Location: London, UK
Programs: BA Gold, UA Nobody, Hilton Gold
Posts: 2,372
Just wanted to share an update regarding my US Air issued ticket...
US Air pretty much told me tough luck, no compensation or anything.
Given this was a *A award, I pretty much got screwed since most partners aren't available anymore. Had to rebook everything and change my itinerary completely, previously had a stopover in BKK and now have it in KUL and will have to buy the (admittedly cheap) tickets for KUL-BKK.
Bottom line, if this happens to you at US Air, you're screwed.
US Air pretty much told me tough luck, no compensation or anything.
Given this was a *A award, I pretty much got screwed since most partners aren't available anymore. Had to rebook everything and change my itinerary completely, previously had a stopover in BKK and now have it in KUL and will have to buy the (admittedly cheap) tickets for KUL-BKK.
Bottom line, if this happens to you at US Air, you're screwed.