Feb 25, 2021, 3:34 pm
Last edit by: WineCountryUA
Unfortunately, partner route discontinuances can happen and this presents a difficult situation. Note we are not talking about day-of-travel cancellations but rather schedule changes where service is no longer offered on the preferred day of travel.
If a partner cancels and UA can not get you there on UA-operated flights, the most common outcome is a refund.
But first, try to see if you can find alternative partners to get you there (including alternative dates), UA will re-book you but if there is a fare / mileage difference you may be responsible for that
UA can not force award space on partner flights but will on UA operated flights (even if you change partner flights)
The reality is there is no obligation to find a solution but UA agents are generally very willing to be creative (within the rules)
If when looking at alternative options, no award space is available, one can check if UA will contact the partner (via UA's partner liaison) and request new space. This is rarely successful and reports of success would be appreciated.
If a partner cancels and UA can not get you there on UA-operated flights, the most common outcome is a refund.
But first, try to see if you can find alternative partners to get you there (including alternative dates), UA will re-book you but if there is a fare / mileage difference you may be responsible for that
UA can not force award space on partner flights but will on UA operated flights (even if you change partner flights)
The reality is there is no obligation to find a solution but UA agents are generally very willing to be creative (within the rules)
If when looking at alternative options, no award space is available, one can check if UA will contact the partner (via UA's partner liaison) and request new space. This is rarely successful and reports of success would be appreciated.
Partner flight discontinued / canceled route on UA award ticket, what are my options?
Mar 7, 2019, 11:18 am
#62
Join Date: Feb 2015
Programs: united
Posts: 1,636
Years ago I was booked by UA on VARIG, at the time a Star Alliance carrier, from LAX-LIM roundtrip. VARIG then eliminated the route. United transfered my ticket onto LAN, which was part of OneWorld, and even credited the FF miles I would have earned.
I have never forgotten that.
I have never forgotten that.
Mar 7, 2019, 1:24 pm
#63
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
The key is to have done the legwork before calling UA. If UA serves the final destination, start with UA options. If it does not, move on to *A, and then other carriers with which it may partner or at least interline. The key is to have the dates and flight numbers handy.
Mar 7, 2019, 5:26 pm
#64
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,053
While all of this is good advice, be aware that UA will not follow it 100% of the time. I recently had a flight booked on a combination of UA and OS. OS completely removed the connecting flight from the schedule resulting in a 5+-hour connection compared to the original 90-minute connection. UA would not budge (despite having flights on its own metal from origin to destination) and said that the best they could do was another OS flight. Three different phone reps, including one claiming to be a supervisor, said the same, so YMMV. (This is also different than my experience over 15+ years as a UA elite of one flavor or another, so maybe there is something unique about OS? though I doubt it.) So if HX cancels your flight, but has another later in the day/next day, you might want to be prepared to have to fight through a very extended layover. (I resolved it by forcing them to cancel/refund and rebooked elsewhere.)
Aug 12, 2019, 12:32 pm
#65
Join Date: Feb 2011
Location: CVG
Programs: Hyatt Giraffe
Posts: 1,664
United award, partner (Air China) cancelled flight - recourse?
Hi All,
I have two award tickets booked for my parents SIN to LIH using United miles. Original trip was SIN -> PEK, PEK -> HNL, HNL -> LIH with first 2 legs on Air China. Air China has canceled the PEK -> HNL route as of Aug 27. I just happened to see it in the news. Checked the reservation and there is no middle leg showing up anymore. United has not reached out in any way. Before I call, what rights might I have in this case? Alternate options to HI in Dec are extremely expensive now
I have two award tickets booked for my parents SIN to LIH using United miles. Original trip was SIN -> PEK, PEK -> HNL, HNL -> LIH with first 2 legs on Air China. Air China has canceled the PEK -> HNL route as of Aug 27. I just happened to see it in the news. Checked the reservation and there is no middle leg showing up anymore. United has not reached out in any way. Before I call, what rights might I have in this case? Alternate options to HI in Dec are extremely expensive now
Aug 12, 2019, 12:37 pm
#66
FlyerTalk Evangelist
Join Date: Sep 2008
Location: Jersey Shore/YYZ
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United will rebook on its own metal, regardless of award values now.
They will be much less likely to rebook on partners if the award value has gone up.
Problem is, everything all UA metal will route through SFO, with a decent layover. But they could break up the trip that way also.
See what pops up on just a revenue flight and try pushing those to the agent.
They will be much less likely to rebook on partners if the award value has gone up.
Problem is, everything all UA metal will route through SFO, with a decent layover. But they could break up the trip that way also.
See what pops up on just a revenue flight and try pushing those to the agent.
Aug 12, 2019, 12:55 pm
#69
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,409
OP: UA can open award space on its own metal, but not on partners. Do an award search -- not a paid search -- for those dates and see what comes back. Ignore the number of miles required. If you see something that you like, call and request to change to it.
Aug 12, 2019, 12:58 pm
#70
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Join Date: Nov 2014
Location: MSP
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Posts: 14,415
If in J, I would do SIN-SFO-HNL on UA metal (maybe a shorter routing if I space is around), in Y look for X space to NRT or GUM and take UA from there.
Aug 12, 2019, 1:04 pm
#71
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Join Date: Oct 2001
Location: Austin, TX
Posts: 21,409
Out of the two, I'd recommend NRT. Award space to GUM is going to end up being something like SIN-MNL-GUM. I don't really recommend transfers at MNL (although, it should be better now that UA is in terminal 3).
Aug 12, 2019, 1:08 pm
#72
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Fair - just looked it up and didn't realize NRT was that close to the GC route on SIN-HNL.
Aug 12, 2019, 1:36 pm
#73
Join Date: Dec 2007
Location: SFO
Posts: 4,914
JV and codeshare are irrelevant.
OP: UA can open award space on its own metal, but not on partners. Do an award search -- not a paid search -- for those dates and see what comes back. Ignore the number of miles required. If you see something that you like, call and request to change to it.
OP: UA can open award space on its own metal, but not on partners. Do an award search -- not a paid search -- for those dates and see what comes back. Ignore the number of miles required. If you see something that you like, call and request to change to it.
Aug 12, 2019, 1:44 pm
#74
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Join Date: Oct 2001
Location: Austin, TX
Posts: 21,409
Doing an award search ignoring the miles in theory is valid but anything that includes a partner that shows up on United dot com is saver anyways. You won’t see better flights that don’t have saver partner award availability in saver, where the liaison may be able to open up for the OP.
Aug 12, 2019, 2:07 pm
#75
Join Date: Dec 2007
Location: SFO
Posts: 4,914
What you're describing, I'd suggest as a last resort. (And even if JV were relevant, codeshare isn't: you can't book an award on a codeshare flight).
There are multiple reports on FT about UA being unwilling / unable to open partner space, liaison or not. Yes, it's theoretically possible, but the only time I'd go to that much trouble is if there's literally no other alternative -- because if there is an alternative that doesn't involve a partner opening space, UA is likely to try to push for that anyway.
There are multiple reports on FT about UA being unwilling / unable to open partner space, liaison or not. Yes, it's theoretically possible, but the only time I'd go to that much trouble is if there's literally no other alternative -- because if there is an alternative that doesn't involve a partner opening space, UA is likely to try to push for that anyway.