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?)
#1
FlyerTalk Evangelist
Original Poster
Join Date: Dec 2004
Location: MSP
Programs: Fallen Plats, ex-WN CP, DYKWIW; still a Hilton Diamond & Club Cholula™ R.I.P. Super Plats
Posts: 25,415
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.
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, 2014 at 4:16 pm
#2
Join Date: Mar 2012
Location: PBI / FLL / YUL
Programs: UA 1K, Delta Plat, AA Plat, Marriott Titanium, Hilton Diamond, Hyatt Courtesy Card
Posts: 1,983
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.
#3
Suspended
Join Date: Jan 2009
Programs: UA 1k
Posts: 1,208
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.
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.
#4
FlyerTalk Evangelist
Original Poster
Join Date: Dec 2004
Location: MSP
Programs: Fallen Plats, ex-WN CP, DYKWIW; still a Hilton Diamond & Club Cholula™ R.I.P. Super Plats
Posts: 25,415
Who cares?
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.
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, 2014 at 1:42 pm Reason: merge
#5
Join Date: Jan 2010
Location: LAS, ZQN
Programs: UA PP (2MM), BA gold
Posts: 2,202
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.
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.
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.
#6
Suspended
Join Date: Feb 2007
Location: PVG, FRA, SEA, HEL
Programs: UA Premier Gold
Posts: 4,783
china air
#7
FlyerTalk Evangelist
Original Poster
Join Date: Dec 2004
Location: MSP
Programs: Fallen Plats, ex-WN CP, DYKWIW; still a Hilton Diamond & Club Cholula™ R.I.P. Super Plats
Posts: 25,415
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.
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.
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!!!!
#8
Join Date: Apr 2004
Location: CHI - LIS
Programs: UA GS
Posts: 453
I strangely got flight cancelation notice from United last month in Spanish. (Which, thank god, I read)
#9
Join Date: Jan 2014
Location: SFO
Programs: OZ Diamond/*G, IHG Diamond Amb, Hilton Gold
Posts: 2,240
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.
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.
#10
Join Date: Oct 2004
Location: Anywhere but home
Programs: UA 1K/MM, DL GM/MM, HH Dia, PC Plat, MR Gold, ALL Sil,
Posts: 4,553
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.
#11
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,140
So what happened when you called?
#12
FlyerTalk Evangelist
Original Poster
Join Date: Dec 2004
Location: MSP
Programs: Fallen Plats, ex-WN CP, DYKWIW; still a Hilton Diamond & Club Cholula™ R.I.P. Super Plats
Posts: 25,415
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!!!!
Yes, was SYD-PEK-LAX on May 29-30.
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!!!!
Yes, was SYD-PEK-LAX on May 29-30.
Last edited by iluv2fly; Mar 31, 2014 at 1:43 pm Reason: merge
#13
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,140
#14
Flyertalk Evangelist and Moderator: Coupon Connection and Travel Products
Join Date: Jul 2000
Location: Milton, GA USA
Programs: Hilton Diamond, IHG Platinum Elite, Hyatt Discoverist, Radisson Elite
Posts: 19,040
We have SYD-PEK-IAH in November.
Just went to check... still ok so far!
Just went to check... still ok so far!
#15
Join Date: Sep 1999
Location: SF Bay Area
Programs: UA 1K MM, Accor Plat, Htz PC, Natl ExEm, other random status
Posts: 2,876