International to Domestic: Only given a baggage waiver for one bag as a Premier Gold
Aug 3, 2014, 3:43 pm
#1
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International to Domestic: Only given a baggage waiver for one bag as a Premier Gold
Today I flew CPH-EWR (SAS) and then connected to a United flight from EWR-SAN. In CPH I checked two bags for free as a Star Gold. After clearing customs in EWR I proceeded to recheck my bags onto San Diego. At the Premier Checkin the kiosks stated I would only be allowed to check one bag for free. Four United agents spent about fifteen minutes trying to figure out why the system was only allowing me to check one bag. Finally they came to the conclusion that it was because my itinerary was ticketed by SAS and not United. Ultimately, I had to pay for the second bag although SAS originally allowed me to check two bags for free. Aren't I supposed to still receive three check bags when flying United regardless of which airline ticketed my itinerary? Thanks in advance for the help!
Aug 3, 2014, 3:54 pm
#2
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Today I flew CPH-EWR (SAS) and then connected to a United flight from EWR-SAN. In CPH I checked two bags for free as a Star Gold. After clearing customs in EWR I proceeded to recheck my bags onto San Diego. At the Premier Checkin the kiosks stated I would only be allowed to check one bag for free. Four United agents spent about fifteen minutes trying to figure out why the system was only allowing me to check one bag. Finally they came to the conclusion that it was because my itinerary was ticketed by SAS and not United. Ultimately, I had to pay for the second bag although SAS originally allowed me to check two bags for free. Aren't I supposed to still receive three check bags when flying United regardless of which airline ticketed my itinerary? Thanks in advance for the help!
If it's on one ticket and the first flight code is SAS code, the whole trip should follow SAS baggage rules.
You should file a DOT complaint.
Aug 3, 2014, 3:56 pm
#3
Join Date: Aug 2011
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Checked bag fee stupidity is DOT territory. When you face unbelievable made-up-rule stupidity like this, it's maybe best just to file a DOT complaint, which will let you jump right to a good agent, increase the odds of retraining, and put the issue on the DOT's radar.
Aug 3, 2014, 4:07 pm
#5
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The kiosk was correct.
You're allowed 3 bags free as *G. You already checked 2 bags, so the kiosk was allowing you 1 more for free.
What were you doing at the kiosk in the first place? The bags should have been tagged to SAN, and you should have just dumped them at the recheck belt.
If you're changing flights, the agents need to cancel the bag tags and issue new ones.
You're allowed 3 bags free as *G. You already checked 2 bags, so the kiosk was allowing you 1 more for free.
What were you doing at the kiosk in the first place? The bags should have been tagged to SAN, and you should have just dumped them at the recheck belt.
If you're changing flights, the agents need to cancel the bag tags and issue new ones.
Aug 3, 2014, 4:16 pm
#6
Join Date: Jul 2008
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The kiosk was correct.
You're allowed 3 bags free as *G. You already checked 2 bags, so the kiosk was allowing you 1 more for free.
What were you doing at the kiosk in the first place? The bags should have been tagged to SAN, and you should have just dumped them at the recheck belt.
If you're changing flights, the agents need to cancel the bag tags and issue new ones.
You're allowed 3 bags free as *G. You already checked 2 bags, so the kiosk was allowing you 1 more for free.
What were you doing at the kiosk in the first place? The bags should have been tagged to SAN, and you should have just dumped them at the recheck belt.
If you're changing flights, the agents need to cancel the bag tags and issue new ones.
Aug 3, 2014, 4:26 pm
#7
Join Date: Aug 2011
Programs: UA 1K
Posts: 8,634
The kiosk was correct.
You're allowed 3 bags free as *G. You already checked 2 bags, so the kiosk was allowing you 1 more for free.
What were you doing at the kiosk in the first place? The bags should have been tagged to SAN, and you should have just dumped them at the recheck belt.
If you're changing flights, the agents need to cancel the bag tags and issue new ones.
You're allowed 3 bags free as *G. You already checked 2 bags, so the kiosk was allowing you 1 more for free.
What were you doing at the kiosk in the first place? The bags should have been tagged to SAN, and you should have just dumped them at the recheck belt.
If you're changing flights, the agents need to cancel the bag tags and issue new ones.
Aug 3, 2014, 4:29 pm
#8
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Try adding a bag as a Star Gold at a midway point and it does the same thing.
Say you are flying LAX-DEN-DCA as a UA*G and you check two bags in LA. if you use the kiosk in DEN to try to check an additional bag, you will be offered one for free and have to pay for additional bags.
Aug 3, 2014, 4:31 pm
#9
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The kiosk was correct.
You're allowed 3 bags free as *G. You already checked 2 bags, so the kiosk was allowing you 1 more for free.
What were you doing at the kiosk in the first place? The bags should have been tagged to SAN, and you should have just dumped them at the recheck belt.
If you're changing flights, the agents need to cancel the bag tags and issue new ones.
You're allowed 3 bags free as *G. You already checked 2 bags, so the kiosk was allowing you 1 more for free.
What were you doing at the kiosk in the first place? The bags should have been tagged to SAN, and you should have just dumped them at the recheck belt.
If you're changing flights, the agents need to cancel the bag tags and issue new ones.
Aug 3, 2014, 4:33 pm
#10
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something doesn't sound right here. if the bags were checked through to SAN then UA should have simply accepted them as is when re-checking them. If they were short checked to EWR only (why? ) then there shouldn't be an issue either.
As Channa pointed out only if the OP was trying to SDC I could see things requiring manual intervention and the potential for things to screw up. it is pretty clear that the OP was not supposed to pay for the bags; I would file a DOT complaint asap.
) then there shouldn't be an issue either.As Channa pointed out only if the OP was trying to SDC I could see things requiring manual intervention and the potential for things to screw up. it is pretty clear that the OP was not supposed to pay for the bags; I would file a DOT complaint asap.
Aug 3, 2014, 4:35 pm
#11
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Aug 3, 2014, 4:35 pm
#12
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Either way, the agents should have known better and they violated DOT rules ... I'd report it; they need re-training
Aug 3, 2014, 4:40 pm
#13
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So that's where the issue started.
I bet that SAS sent the bag tag numbers to UA when they tagged them, but short-checked them to EWR.
Not sure if that was agent error or what. They should have been tagged to SAN.
Since CO's systems saw 2 tag numbers in there, they allowed only 1 additional. The EWR staff should have deleted the 2 SAS tag numbers in there and issued you 2 new UA tag numbers.
I would write in using this as the most likely story, and explain that the four UA agents spent 15 minutes and didn't know how to delete the erroneous partner tag numbers so the system would properly waive the fee, and as a result of this, you were required to pay for a service you were supposed to get for free, and request a refund.
Last edited by FlyinHawaiian; Aug 3, 2014 at 4:44 pm Reason: we were good up to the last paragraph
Aug 3, 2014, 4:42 pm
#14
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So that's where the issue started.
I bet that SAS sent the bag tag numbers to UA when they tagged them, but short-checked them to EWR.
Not sure if that was agent error or what. They should have been tagged to SAN.
Since CO's systems saw 2 tag numbers in there, they allowed only 1 additional. The EWR staff should have deleted the 2 SAS tag numbers in there and issued you 2 new UA tag numbers.
I would write in using this as the most likely story, and explain that the four UA agents spent 15 minutes and didn't know how to delete the erroneous partner tag numbers so the system would properly waive the fee, and as a result of this, you were required to pay for a service you were supposed to get for free, and request a refund.
I bet that SAS sent the bag tag numbers to UA when they tagged them, but short-checked them to EWR.
Not sure if that was agent error or what. They should have been tagged to SAN.
Since CO's systems saw 2 tag numbers in there, they allowed only 1 additional. The EWR staff should have deleted the 2 SAS tag numbers in there and issued you 2 new UA tag numbers.
I would write in using this as the most likely story, and explain that the four UA agents spent 15 minutes and didn't know how to delete the erroneous partner tag numbers so the system would properly waive the fee, and as a result of this, you were required to pay for a service you were supposed to get for free, and request a refund.
Aug 3, 2014, 5:35 pm
#15
Join Date: Jul 2008
Location: Maryland
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His answer makes perfect sense. His bags were already tagged and they should have just been dropped on the belt.
Try adding a bag as a Star Gold at a midway point and it does the same thing.
Say you are flying LAX-DEN-DCA as a UA*G and you check two bags in LA. if you use the kiosk in DEN to try to check an additional bag, you will be offered one for free and have to pay for additional bags.
Try adding a bag as a Star Gold at a midway point and it does the same thing.
Say you are flying LAX-DEN-DCA as a UA*G and you check two bags in LA. if you use the kiosk in DEN to try to check an additional bag, you will be offered one for free and have to pay for additional bags.