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quick advice needed: duplicate award booking, pax doesn't know, departs in 1.5 hours

quick advice needed: duplicate award booking, pax doesn't know, departs in 1.5 hours

Old Nov 5, 15, 11:40 pm
  #1  
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quick advice needed: duplicate award booking, pax doesn't know, departs in 1.5 hours

need advice. booked original award ticket a-b-c-d
3 hours before departure, a-b-d opens up
couldn't change, so res booked a new res and cancelled old

was all partner airlines

found out pax already checked into the first res which is now canceled

a-b leg same in both res
pax holding BP for a now cancelled res

can't reach pax. what to do.
iflyuaaa is offline  
Old Nov 5, 15, 11:55 pm
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Try again to contact the pax?

You can't 'uncancel' a reservation; and I think ( but am not sure ) that they won't be able to board with a cancelled reservation.

Your best bet would be to get ahold of your pax .
dordal is offline  
Old Nov 6, 15, 12:25 am
  #3  
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Originally Posted by dordal View Post
Try again to contact the pax?

You can't 'uncancel' a reservation; and I think ( but am not sure ) that they won't be able to board with a cancelled reservation.

Your best bet would be to get ahold of your pax .
been trying but phone is off because international
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Old Nov 6, 15, 12:30 am
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Keep trying to reach the pax.

If that does not work call UA and see if they can add something into the record. Do this ASAP.
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Old Nov 6, 15, 12:54 am
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crisis averted!!!! swissair customer service is BEYOND amazing!!!!

i called swiss and UA many many times. finally got the ticket counter in switzerland, and they found pax, gave new boarding pass and told the new routing. even let pax use the phone to call me and tell me that all is good!

i wish there was somethign i could do to recognize how awesome this airline and the employee who found the pax was.
iflyuaaa is offline  
Old Nov 6, 15, 11:12 am
  #6  
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Originally Posted by iflyuaaa View Post

i wish there was somethign i could do to recognize how awesome this airline and the employee who found the pax was.
Write to someone at Swiss & let them know. You could probably get a contact on the LH forum.

Cheers.
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Old Nov 6, 15, 12:25 pm
  #7  
 
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Originally Posted by iflyuaaa View Post
crisis averted!!!! swissair customer service is BEYOND amazing!!!!

i called swiss and UA many many times. finally got the ticket counter in switzerland, and they found pax, gave new boarding pass and told the new routing. even let pax use the phone to call me and tell me that all is good!

i wish there was somethign i could do to recognize how awesome this airline and the employee who found the pax was.
Congrats. Great to hear that this worked out.
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Old Nov 6, 15, 12:45 pm
  #8  
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Originally Posted by SkiAdcock View Post
Write to someone at Swiss & let them know.
And CC to UA to show how customer service is SUPPOSED to work
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Old Nov 6, 15, 12:47 pm
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Good for you. With some luck you can reach the airport ticket office.

I have also been able to reach people through the lounge desk after check-in (e.g. at UA clubs). Once managed it through 800 reservations (they patched me through), and once through the airport general (info) number - they tend to have a directory or may be able to send someone over to the ticket desk.

Adding a note to the PNR of both reservations also may help as the agent will read it if there is an issue.
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Old Nov 6, 15, 5:39 pm
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Congrats OP!
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