Dealing with / Contacting Customer Care for flight cancellation/delay
Nov 25, 2022, 9:04 pm
#46
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,852
Deal with the carrier at the airpoert might be the best option
But if the carrier is not owning up, and it is on UA ticket stock, then go to UA and hope your status will get them agree to resolve the issue.
But if you do choose to work with UA or the original carrier, then do one or the other, not both.
Nov 26, 2022, 3:38 am
#47
Original Poster
Join Date: Sep 2022
Programs: United Mileage Plus
Posts: 741
No I didn’t check the United app while on holiday.
Never occurred to me that my return flights could be canceled.
Since this was a UA award redemption using UA miles, damn right I was going to contact UA if I couldn’t get thru to AC.
Like I said the notifications about the flight delay started about 12 hours before the long haul flight. After the third or fourth notification, when the connection time dipped under an hour, I started calling.
Turns out talking to AC agents at airport would have resulted in best advice. So I should have gone to airport at like 2 PM PST? Original departure time was 4:30 PM PST but it ended up being like 7:30 to 8:PM. I left for the hour Uber ride to SFO around 4:45 PM with estimated departure at 7:30 PM, not knowing if it would be delayed again.
The canceled email I only read the subject line, didn’t occur to me it was about canceling the whole booking. I figured it was about the alternate SFO-YVR flight. Never occurred to me that I would be stranded.
And in decades of flying overseas, I still wouldn’t believe an airline would cancel my return, regardless of the circumstances.
If I’d known that’s what UA did, I would have been livid, having to contact UA while on holiday, spending hours to try to sort out the situation.
We will see what they say but if it’s along the lines of “it’s your fault the flight got canceled and you should have known your return flights were canceled and you should always looking out to see if your return flights could be canceled in the future” then I’d be wary about booking witH thEm again.
If they also say that you booked a business ticket but an economy seat is a valid substitute, without clear compensation for the downgrade, I’d think twice about buying business class tickets with them again.
I’ve only booked one flight, in business in April with them. I will be booking more flights for 2023 so I will be very interested in their stance. I’ve mostly been a lowly Gold but I’ve been on MP with tHem for over a decade.
Never occurred to me that my return flights could be canceled.
Since this was a UA award redemption using UA miles, damn right I was going to contact UA if I couldn’t get thru to AC.
Like I said the notifications about the flight delay started about 12 hours before the long haul flight. After the third or fourth notification, when the connection time dipped under an hour, I started calling.
Turns out talking to AC agents at airport would have resulted in best advice. So I should have gone to airport at like 2 PM PST? Original departure time was 4:30 PM PST but it ended up being like 7:30 to 8:PM. I left for the hour Uber ride to SFO around 4:45 PM with estimated departure at 7:30 PM, not knowing if it would be delayed again.
The canceled email I only read the subject line, didn’t occur to me it was about canceling the whole booking. I figured it was about the alternate SFO-YVR flight. Never occurred to me that I would be stranded.
And in decades of flying overseas, I still wouldn’t believe an airline would cancel my return, regardless of the circumstances.
If I’d known that’s what UA did, I would have been livid, having to contact UA while on holiday, spending hours to try to sort out the situation.
We will see what they say but if it’s along the lines of “it’s your fault the flight got canceled and you should have known your return flights were canceled and you should always looking out to see if your return flights could be canceled in the future” then I’d be wary about booking witH thEm again.
If they also say that you booked a business ticket but an economy seat is a valid substitute, without clear compensation for the downgrade, I’d think twice about buying business class tickets with them again.
I’ve only booked one flight, in business in April with them. I will be booking more flights for 2023 so I will be very interested in their stance. I’ve mostly been a lowly Gold but I’ve been on MP with tHem for over a decade.
Nov 26, 2022, 4:51 am
#48
Join Date: May 2017
Posts: 2,279
I've already replied to most of your ranting, you seem to be frustrated with the policies and your posts come across as taking it out on people here, as if we have any power to change it, when we are just trying to set your expectations based on what the airlines policy is. So I'll only address the new point you brought up.
You're going to be disappointed to know, the airlines official policy is you're expected to be there in time for the original departure. So yes, 2PM PST would have been a reasonable time to go to the airport for what was supposed to be a 4:30 PM departure.
You're going to be disappointed to know, the airlines official policy is you're expected to be there in time for the original departure. So yes, 2PM PST would have been a reasonable time to go to the airport for what was supposed to be a 4:30 PM departure.
Nov 26, 2022, 5:15 am
#49
FlyerTalk Evangelist
Join Date: Mar 2002
Location: Saipan, MP 96950 USA (Commonwealth of the Northern Mariana Islands = the CNMI)
Programs: UA Silver, Hilton Silver. Life: UA .57 MM, United & Admirals Clubs (spousal), Marriott Platinum
Posts: 15,043
Perhaps you will need to make a decision soon on whether to go for 1MM or not.
Nov 26, 2022, 6:24 am
#50
Join Date: Jan 2007
Location: Bellingham/Gainesville
Programs: UA-G MM, Priority Club Platinum, Avis First, Hertz 5*, Red Lion
Posts: 2,808
YOU misunderstood. The agent on 11/4 said NOTHING to me about holding the flight. He said he couldn't get me on that flight until AC released the check in on the record.
THAT agent NEVER said he held the flight for me.
It was the 1K agent on 11/23, whom I contacted when I learned that UA had cancelled the rest of the reservation, said that she thought the other agent "held" the flight to me.
For the UMPTEENTH time, I had trouble reaching AC. By the time I went to the airport to talk to an AC agent, I was told I should board their flight, that I should be able to make it.
The AC web site and phone support, at least on that day, was not a viable route to resolve anything.
How would I know a reservation was made on the alternate flight?
The only communication I had from UA was:
UA phone agent telling me that they could get me on their SFO-YVR flight IF I got AC to release the record so that UA could replace the AC flight with theirs.
I didn't ask AC to do that since the AC agents at SFO encouraged me to take the AC flight to YVR because I should be able to make the connection.
A postscript. I'm waiting to board UA97 at the Air New Zealand lounge at BNE.
I got email over night from United asking whether I'd volunteer to change my flight.
Turns out they downgraded the aircraft.
Well I had checked in online on Nov 24 from Brisbane for a Nov 25 departure.
At check in, the agent said they downgraded the aircraft so they went from a dozen rows in business to 7 rows, which my seat moving up.
They would give me $2250 or 125k miles to take a later flight. I would have to fly to SYD and they'd put me on the SYD-SFO flight in a day or two.
I might have taken the deal but because of this existing situation and the fact that I'm out of some prescription medication I couldn't delay my return.
Will update after I contact Customer Care after I return.
THAT agent NEVER said he held the flight for me.
It was the 1K agent on 11/23, whom I contacted when I learned that UA had cancelled the rest of the reservation, said that she thought the other agent "held" the flight to me.
For the UMPTEENTH time, I had trouble reaching AC. By the time I went to the airport to talk to an AC agent, I was told I should board their flight, that I should be able to make it.
The AC web site and phone support, at least on that day, was not a viable route to resolve anything.
How would I know a reservation was made on the alternate flight?
The only communication I had from UA was:
UA phone agent telling me that they could get me on their SFO-YVR flight IF I got AC to release the record so that UA could replace the AC flight with theirs.
I didn't ask AC to do that since the AC agents at SFO encouraged me to take the AC flight to YVR because I should be able to make the connection.
A postscript. I'm waiting to board UA97 at the Air New Zealand lounge at BNE.
I got email over night from United asking whether I'd volunteer to change my flight.
Turns out they downgraded the aircraft.
Well I had checked in online on Nov 24 from Brisbane for a Nov 25 departure.
At check in, the agent said they downgraded the aircraft so they went from a dozen rows in business to 7 rows, which my seat moving up.
They would give me $2250 or 125k miles to take a later flight. I would have to fly to SYD and they'd put me on the SYD-SFO flight in a day or two.
I might have taken the deal but because of this existing situation and the fact that I'm out of some prescription medication I couldn't delay my return.
Will update after I contact Customer Care after I return.
OP did not make the duplicate reservation. United did. OP also did not leave a mess of the reservation. United did. United should be the one who should have cleaned up this reservation or not left a mess in first place. Or assuming OP had requested the change then AC should not have boarded him. As stated the interactions between airlines are complex but it can't be the passenger's responsibility to avoid or fix it. While the savvy FT flyer can do that, overwhelming majority of travelers don't know how to figure their reservation has been messed up, talk less know how to clean it. Airlines should do better and not leave customers' reservations in such state.
Sage advice. That's the biggest take away from OP's experience. Problem arises if you trying to have your cake and eat it. Can't hold on to a booking and try and get a contingency change on same PNR in case original booking doesn't work. OP should have picked one flight and only called if they are definitely requesting a change ( as opposed to calling to explore the possibility). The internet is for research and planning, but you don't call the airline with hypotheticals - that as we see here can result in a messed reservation.
OP mentioned they were told this when they inquired as to what happened with the reservation.
OP mentioned they were told this when they inquired as to what happened with the reservation.
Last edited by WineCountryUA; Nov 26, 2022 at 11:54 am Reason: merging consecutive posts by same member
Nov 26, 2022, 8:48 am
#51
Join Date: Dec 2004
Location: NYC, LON
Programs: *
Posts: 2,771
Seriously??? I am often still home three hours from scheduled departure and I live an hour from the airport! But that said I hate hanging around airports more than necessary. So with knowledge that the 4.30 flight was delayed to 7.30 due to delay in inbound AC you would still turn up at 1.30?
Nov 26, 2022, 10:02 am
#52
Join Date: Jan 2007
Location: Bellingham/Gainesville
Programs: UA-G MM, Priority Club Platinum, Avis First, Hertz 5*, Red Lion
Posts: 2,808
Seriously??? I am often still home three hours from scheduled departure and I live an hour from the airport! But that said I hate hanging around airports more than necessary. So with knowledge that the 4.30 flight was delayed to 7.30 due to delay in inbound AC you would still turn up at 1.30?
Nov 26, 2022, 11:57 am
#53
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,852
Plus arriving on-time gives you time to work out alternatives. The probability of a delayed flight getting delayed even more is high.
And perhaps an earlier flight has been delayed or there are alternatives with UA.
All this are my practices for proactive planning in case of delays
Nov 26, 2022, 1:32 pm
#54
Join Date: Dec 2004
Location: NYC, LON
Programs: *
Posts: 2,771
I certainly wouldn't be at any US airport three hours before any flight - including SFO which I have been through numerous times. And if I hear there is a six hours delay, no way will I turn up three hours before and be prepared to spend six hours or more at the airport. I would probably arrive 30 mins before scheduled departure just in case AC magically finds a plane at an outstation to leave on schedule (assuming a delay in inbound). If that is tight and I miss the flight then so be it -would rather miss one flight in 50 for a miscalculated 'non-delay' as opposed to an additional 150 hours sitting in an airport each time I am notified in advance of a delay.
Last edited by ani90; Nov 26, 2022 at 1:58 pm
Jan 30, 2023, 9:08 pm
#55
Original Poster
Join Date: Sep 2022
Programs: United Mileage Plus
Posts: 741
Post script, UA gave me a $350 voucher, not the total $500 and change for the expenses incurred.
Also got reimbursed for the full amount from the travel insurance. They made me jump through hoops, submitting and resubmitting but in the end they mailed the check which I got today.
So perseverance pays off, at least sometimes.
Also got reimbursed for the full amount from the travel insurance. They made me jump through hoops, submitting and resubmitting but in the end they mailed the check which I got today.
So perseverance pays off, at least sometimes.
Jul 19, 2023, 8:49 am
#56
Join Date: Jul 1999
Location: Sacramento, CA
Programs: AA Exec Plat, Hyatt,Marriott,BA,AS
Posts: 4,425
Customer Care Contact
I have a problem re a cancelled flight that requires more space to explain than on UA's online customer care form. Can anyone give me both the e-mail and physical mailing addresses for United's Customer Care Unit?
Thanks.
Thanks.
Jul 19, 2023, 9:42 am
#58
Join Date: Jul 1999
Location: Sacramento, CA
Programs: AA Exec Plat, Hyatt,Marriott,BA,AS
Posts: 4,425
There's no way of explaining what occurred and what I need in 200 words. It's not 2000 words. I also need to send documentation. Are they at all responsive by phone without an hour on hold? Phone number direct for Customer Care? Thanks.
Jul 19, 2023, 9:45 am
#59
Join Date: Dec 2002
Location: SFO
Posts: 3,942
https://www.elliott.org/company-cont...ited-airlines/
Jul 19, 2023, 9:53 am
#60
Join Date: Jul 1999
Location: Sacramento, CA
Programs: AA Exec Plat, Hyatt,Marriott,BA,AS
Posts: 4,425
Have you tried Googling? This shows last updated a month+ ago, so give it a try.
https://www.elliott.org/company-cont...ited-airlines/
https://www.elliott.org/company-cont...ited-airlines/