Go Back  FlyerTalk Forums > Miles&Points > Airlines and Mileage Programs > United Airlines | MileagePlus
Reload this Page >

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?)

    Hide Wikipost
Old May 13, 14, 4:42 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: Pat89339
Wiki Link
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.
Print Wikipost

Closed Thread

Old Mar 31, 14, 11:18 am
  #1  
FlyerTalk Evangelist
Original Poster
 
Join Date: Dec 2004
Location: MSP
Programs: Fallen Plats, ex-WN CP, DYKWIW; still a Hilton Diamond & Club Cholula™ Super Plats
Posts: 25,247
2014 UA Issued Awards on Air China (CA) Are Mysteriously Being Canceled (Hacked?)

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.

Last edited by J.Edward; Apr 18, 14 at 4:16 pm
MikeMpls is offline  
Old Mar 31, 14, 11:27 am
  #2  
 
Join Date: Mar 2012
Location: NYC / YUL
Programs: UA 1K, Marriott Plat, Hilton Diamond, Hyatt Courtesy Card
Posts: 1,973
Well, I guess the upside is you actually got an email despite it being in a foreign language, which is more than most people seem to receive.
fjfv19 is offline  
Old Mar 31, 14, 11:27 am
  #3  
Suspended
 
Join Date: Jan 2009
Programs: UA 1k
Posts: 1,208
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.
how do you know it was canceled by UA and not china air?
travel.flier is offline  
Old Mar 31, 14, 11:36 am
  #4  
FlyerTalk Evangelist
Original Poster
 
Join Date: Dec 2004
Location: MSP
Programs: Fallen Plats, ex-WN CP, DYKWIW; still a Hilton Diamond & Club Cholula™ Super Plats
Posts: 25,247
Originally Posted by travel.flier View Post
how do you know it was canceled by UA and not china air?
Who cares?

Originally Posted by fjfv19 View Post
Well, I guess the upside is you actually got an email despite it being in a foreign language, which is more than most people seem to receive.
I suppose there's a rosy side to everything!

I was thinking .bomb had done splendidly well in rebooking this until I got to the end:

! united.com is unable to initiate your flight change request at this time. Please contact United Reservations at 1-800-UNITED1 to make changes to this Itinerary.

Last edited by iluv2fly; Mar 31, 14 at 1:42 pm Reason: merge
MikeMpls is offline  
Old Mar 31, 14, 11:52 am
  #5  
 
Join Date: Jan 2010
Location: PSP & ZQN
Programs: UA 1K (2MM),AS MVP Gold 75K, AA Exec Plat, BA Gold, DL Plat Medallion, MH Enrich Platinum
Posts: 1,495
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.
OK, so schedules change and flights are canceled which kill the itin. Did you call UA and did they accommodate you on another flight to arrive similar times? Or any options?

Onward tickets on separate PNR's, separate airlines are not their fault.

We have plenty to blame UA for doing and alienating us FF already which are planned. No reason to hit them at the moment on yours.
zebranz is offline  
Old Mar 31, 14, 11:56 am
  #6  
 
Join Date: Feb 2007
Location: PVG, FRA, SEA, HEL
Programs: UA Premier Gold
Posts: 3,120
china air
Never heard of that airline!
warakorn is offline  
Old Mar 31, 14, 12:02 pm
  #7  
FlyerTalk Evangelist
Original Poster
 
Join Date: Dec 2004
Location: MSP
Programs: Fallen Plats, ex-WN CP, DYKWIW; still a Hilton Diamond & Club Cholula™ Super Plats
Posts: 25,247
Originally Posted by zebranz View Post
OK, so schedules change and flights are canceled which kill the itin. Did you call UA and did they accommodate you on another flight to arrive similar times? Or any options?

Onward tickets on separate PNR's, separate airlines are not their fault.

We have plenty to blame UA for doing and alienating us FF already which are planned. No reason to hit them at the moment on yours.
Proper notification and rebooking remain United's responsibility. This is a major fail.

And yes, I will hit them with my problems at this point. If they can't keep reservations validly booked -- there were plenty of options available -- then they've earned whatever bad publicity they get.

And if I choose the cancel/redeposit "option", they want to charge me $400 for canceling an itin that they've already canceled!!!!
MikeMpls is offline  
Old Mar 31, 14, 12:04 pm
  #8  
 
Join Date: Apr 2004
Location: CHI
Programs: UA 1K
Posts: 428
I strangely got flight cancelation notice from United last month in Spanish. (Which, thank god, I read)
jsl42 is offline  
Old Mar 31, 14, 12:06 pm
  #9  
 
Join Date: Jan 2014
Location: SFO
Programs: OZ Diamond/*G, UA Gold MM, IHG Spire Amb, Hilton Gold
Posts: 1,985
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.
You must be booked for the return on Air China (IATA: CA), not China Airlines (IATA: CI) as they are not part of Star Alliance. Likely, what happened was that Air China decided to cut a route from Australia to China (by any chance, Sydney-Beijing?, that flight changes to a 1-stop via Shanghai during Australian winter but operates on a different flight number so you will need to check for availability to make the change). Call UA Reservations ASAP and ask if you can be booked on other carriers with open availability or if UA can open availability for you.
1353513636 is offline  
Old Mar 31, 14, 12:15 pm
  #10  
 
Join Date: Oct 2004
Location: Anywhere but home
Programs: UA 1K, AA EXP, DL 1MM/SM, HH Gold, AClub Plat, PC Plat, MR Gold
Posts: 4,181
Originally Posted by 1353513636 View Post
Likely, what happened was that Air China decided to cut a route from Australia to China (by any chance, Sydney-Beijing?, that flight changes to a 1-stop via Shanghai during Australian winter but operates on a different flight number so you will need to check for availability to make the change). Call UA Reservations ASAP and ask if you can be booked on other carriers with open availability or if UA can open availability for you.
+1. I had a flight cancellation on China Eastern in paid first <3 weeks before departure (link). Hopefully UA will do better than my OTA (Exp) did. Let us know how it goes.
FlytheTail is offline  
Old Mar 31, 14, 12:28 pm
  #11  
A FlyerTalk Posting Legend
 
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.021MM; Bonvoy Au-197; PCC Elite+; CWC Au-197; CCC Elite; WoH Dis
Posts: 49,141
Originally Posted by MikeMpls View Post
I was thinking .bomb had done splendidly well in rebooking this until I got to the end:

! united.com is unable to initiate your flight change request at this time. Please contact United Reservations at 1-800-UNITED1 to make changes to this Itinerary.
So what happened when you called?
mahasamatman is offline  
Old Mar 31, 14, 12:31 pm
  #12  
FlyerTalk Evangelist
Original Poster
 
Join Date: Dec 2004
Location: MSP
Programs: Fallen Plats, ex-WN CP, DYKWIW; still a Hilton Diamond & Club Cholula™ Super Plats
Posts: 25,247
Originally Posted by mahasamatman View Post
So what happened when you called?
Currently on hold but appears to be going ok. After a brief session of voice-recognition hell, the wait for a live person was < 1 minute. The rep needs to get another dept. to change it to get the layover in Beijing out of the reservation.

Rep gets an "A" so far.

Done, better schedule, disappointed to lose stop in Beijing but that was secondary.

UA really needs to improve its notifications!!!!

Originally Posted by 1353513636 View Post
Likely, what happened was that Air China decided to cut a route from Australia to China (by any chance, Sydney-Beijing?, that flight changes to a 1-stop via Shanghai during Australian winter ...
Yes, was SYD-PEK-LAX on May 29-30.

Last edited by iluv2fly; Mar 31, 14 at 1:43 pm Reason: merge
MikeMpls is offline  
Old Mar 31, 14, 12:49 pm
  #13  
A FlyerTalk Posting Legend
 
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.021MM; Bonvoy Au-197; PCC Elite+; CWC Au-197; CCC Elite; WoH Dis
Posts: 49,141
Originally Posted by MikeMpls View Post
UA really needs to improve its notifications!!!!
Agreed, but it's nice to hear your got your trip cleared up.
mahasamatman is offline  
Old Mar 31, 14, 1:04 pm
  #14  
Flyertalk Evangelist and Moderator: Coupon Connection and Travel Products
 
Join Date: Jul 2000
Location: Athens, GA USA
Programs: Hilton Diamond
Posts: 18,676
We have SYD-PEK-IAH in November.

Just went to check... still ok so far!
wharvey is offline  
Old Mar 31, 14, 2:46 pm
  #15  
 
Join Date: Sep 1999
Location: SF Bay Area
Programs: UA 1K MM, Accor Plat, Htz PC, Natl ExEm, other random status
Posts: 2,804
Originally Posted by jsl42 View Post
I strangely got flight cancelation notice from United last month in Spanish. (Which, thank god, I read)
All of my flight delay/gate change messages have been coming to me in Spanish for the last couple of months.
greg99 is offline  

Thread Tools
Search this Thread