Ska.tm

Thanks for all the good info here, I really appreciate the responses.

Well, I did not have high hopes with united's response but they crushed even my lowest expectations. It took over an hour on the phone just to speak to a “supervisor” who made mistakes and gave me wrong information like telling me they would refund my entire ticket until I asked her to triple check it and sure enough, it would be only a partial refund which is less than half the cost of the original ticket.
They offered no other accommodation or compensation. I am thoroughly disgusted with them. Managers are “ not taking phone calls or emails” and the only way to get “customer care” is to go to united.com/feedback and hope for a response.

I am trying to figure out my next move.

IAH-OIL-TRASH

You did take the outbound, yes? The EWR-HNL portion of the ticket may have been originally the more expensive of the two legs. Round-trip tickets are rarely the sum of two equally-priced segments (plus taxes/fees).

jsloan

It's entirely possible that this is correct. That's what would happen if your outbound fare were more expensive than your return fare.

If you'd like somebody to give an opinion, post the date of the original transaction, the travel dates in both directions, and the fare basis codes, which you can find if you view the fare rules using the link on United.com. If you can't find the fare basis code, use the fare class from the receipt, which is a single letter (something like K, L, S, or T for economy, and P, Z, or D for business / first class) -- that'll be less accurate but it's easier to find.

What did you expect? What did you ask for?

That's certainly your prerogative, but you're still going to have to deal with them long enough to get a solution.

The chances are excellent that they'll respond to an email, but (a) probably not quickly and (b) likely not to your satisfaction. And I don't know that a manager, if you could reach one, would be any more helpful; it really depends upon what you're trying to get them to do.

Kmxu

OP probably just stays with one-connection UA flights by choosing a set of relatively empty flights with good connection, e.g., HNL-ORD-EWR, as suggested earlier. If necessary, choose a different date. The COVID risk won�t be doubled if appropriate pre-cautions are taken.
Good luck.

Edit: HNL-ORD is on B767-300, therefore, lie-flat seats; but it does not operate daily. You may have to change date to get on this flight.

Ska.tm

Well I dont know exactly what the rules are and people have been very helpful here illuminating some of them but my first choice would be for them to book me on the hawaiian airlines direct flight at the same class I booked with United. i know thats unlikely.
I also know for a fact that the ticket I bought was more expensive when I bought it than the itinerary they rescheduled me on so I would think, at the very least they would owe me that difference. I am traveling first class and as others mentioned, have lost the lie flat seat for the first leg of the trip. The entire reason I booked 1st class was to sleep through the night on a redeye.

benfro6

As much as I can understand your frustration, removal of a flight from the schedule is commonplace even during pre-COVID times, and even more since March. As recommended, you have two choices for next move: find an updated United itinerary that would be acceptable to you (requiring a stop in SFO, DEN, or ORD most likely) or accept a full refund for your unflown segment and rebook on another airline at whatever price is being currently offered. If you elect to stay with United, know the routing and flight numbers you would like and call back. A regular phone agent will be able to accommodate your request.

IAH-OIL-TRASH

Did you try asking for HNL-ORD-EWR? HNL-ORD is definitely a lie-flat and a good, sleepable flight time.

jsloan

The rules are outlined in United's Contract of Carriage. In particular, you're looking at Rule 24(C). UA can put you on the Hawaiian nonstop flight, but it's at their discretion. In practice, UA will almost never offer to transport you on another airline -- you have to ask. Note that the flight only seems to be operating three times per week -- Tuesday, Thursday, and Saturday -- and the flight is to JFK, not EWR. The best approach is to say something like "I booked the nonstop flight specifically, as I'm trying to avoid connecting airports if possible. I see that Hawaiian Airlines is still flying nonstop to JFK three times a week. Could you possibly rebook me onto that flight?"

But since this is at UA's discretion, escalating isn't likely to help you -- a supervisor is going to support whatever the front-line agent said, and probably make a nasty note in your record to boot. Your best option, when dealing with UA, is to hang up and call again.

They don't. However, if the lower price is still available, you can request a refund and then book the cheaper fare. You might be able to convince an agent to give you travel credit toward a future flight. (While that might sound unfair, note that (a) nonstop travel is never guaranteed; (b) you do have the option of a refund; and (c) if the rebooked flight were more expensive, they wouldn't charge you the difference either).

What date are you traveling? If UA has a lie-flat seat available from HNL, you can certainly be put onto it.

HNLbasedFlyer

Call them back and have them put you lie flat all the way to EWR - 2 of the 3 flights to SFO are lie flat 1 of the 2 flights to LAX are lie flat. It is easy to get lie flat all the way to EWR

fumje

This will also get United Club access at LAX/SFO and EWR.

The suggestion to request HNL-ORD-EWR is also a good one, depending on preference.

jsloan

California is a really lousy place to break that trip, although I agree it's better than nothing. Two five hour flights is not nearly as restful as one 9 1/2 hour flight. If HNL-ORD is operating on that day, personally that's what I'd choose, even if ORD-NYC wasn't lie-flat.

Repooc17

Denver would be another option - probably would get 752 the entire way.

UC at LAX is grab n' go only at current stage, as are other LAX lounges.

While it wouldn't hurt to ask, the likelihood of UA transferring someone onto HA is between 0% and 0%, especially given UA is operating as normal.

The nonstop flight had operated for less than three weeks (Dec 17-Jan 4), coinciding with the holiday travel period and uptick in demand.

Not getting into fare differences discussion, as there aren't sufficient information based on what has been presented.

IAH-OIL-TRASH

It really is. Between take off and the time they�re waking you up, it could be as short as 4 hours. HNL-ORD is the best bet for real sleep.

dkc192

Don't forget that HNL-IAH exists too! It's on a 763 for the month of February, and it's blocked at an hour longer than HNL-DEN (but an hour shorter than HNL-ORD), so it would be my second choice after HNL-ORD.

Ska.tm

I think I am leaning towards the IAH flight, both from an imagined demographic and covid standpoint of who will be getting on the plane in Houston vs Orlando and because both legs will be lie flat in 1st class.

Will have to call back United today