UA cancels/MX my award flight,refuses to book another airline in biz (eventually did)
Jan 14, 2024, 2:19 am
#1
Original Poster
Join Date: Apr 2003
Location: Scottsdale AZ
Posts: 728
UA cancels/MX my award flight,refuses to book another airline in biz (eventually did)
United cancelled my AKL LAX flight for Jan 15. Booked Polaris with points. Air NZ has a AKL SFO flight with 17 biz class seats but UA refuses to book me in biz or premium Econ, only economy. No status. Is this par for the course?!? What type of compensation can I expect for downgrade to economy? I’m heading back to PHX.
My other option is to book premium Econ on AA for 72K miles and cancel United. I’d get my points back but what else to expect? How else to handle this, they’ve put me on hold for like 45 minutes and it’s painful….
My other option is to book premium Econ on AA for 72K miles and cancel United. I’d get my points back but what else to expect? How else to handle this, they’ve put me on hold for like 45 minutes and it’s painful….
Jan 14, 2024, 2:25 am
#2
Join Date: Oct 2015
Location: Chicago, IL
Programs: UA GS, Marriott (Plat Premier, LT Plat)
Posts: 257
They can’t downgrade you! The flight was cancelled due to mechanical issue. It’s on UA to get you to the US in the original ticketed cabin which in your case is Polaris Business. I’d call again and ask. If they still push back file a complaint with the DOT.
Jan 14, 2024, 2:33 am
#3
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,421
I mean, of course they can.
To what end? I mean, you don't really need to be correct to complain, but filing a DOT complaint just wastes people's time. The rule you seem to want the DOT to enforce doesn't exist.
Jan 14, 2024, 3:47 am
#4
Join Date: May 2007
Programs: UA 1K, Hyatt Globalist
Posts: 5,475
You should have your pick of any available UA J seat within the next several days, but unfortunately reaccommodation on any other airline in J, including alliance partner NZ, is quite unlikely. You can keep HUCAing to see if you'll find an agent who'll put you on the NZ flight in J, but I wouldn't count on it.
Yes, there are arguably bad and unethical business practices at play, but until/unless there's a law requiring UA to rebook you on any airline in J, it will likely get away with its current practices.
Yes, there are arguably bad and unethical business practices at play, but until/unless there's a law requiring UA to rebook you on any airline in J, it will likely get away with its current practices.
Jan 14, 2024, 6:47 am
#5
Join Date: Jun 2011
Location: Los Angeles, San Francisco, and Osaka
Programs: United Mileage Plus Premier Executive
Posts: 581
This is another example of why we need a customer bill of rights for airline travel. It is awful you bought a product and United just refuses to honor what you paid for even with miles. What a scam! There should be protections for the customer that United has to rebook you in the same class on any airline that has available seats especially for a mechanical that is their issue.
I don't think they will do much. This is the problems with mergers. We have less choice and United has very little incentive to treat you well. I would still complain to the DOT so it is recorded.
I don't think they will do much. This is the problems with mergers. We have less choice and United has very little incentive to treat you well. I would still complain to the DOT so it is recorded.
Jan 14, 2024, 6:49 am
#6
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,092
You have several options, including flying via MEL/SYD/BNE as UA will keep you in J on their own metal. J1 will be good enough!
As others stated, UA will unlikely reaccomodate you OAL in J on an award ticket.
As others stated, UA will unlikely reaccomodate you OAL in J on an award ticket.
Jan 14, 2024, 8:11 am
#7
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,480
UA916 AKL-SFO on Jan. 16 is J1. On Jan. 17 it's J9. I'd cut the drama and just ask UA to rebook me in J on one of those. If you must be on a flight on Jan. 15, you're probably going to have to accept rebooking in economy.
Jan 14, 2024, 9:53 am
#9
FlyerTalk Evangelist
Join Date: Sep 2003
Location: Honolulu Harbor
Programs: UA 1K
Posts: 15,029
If that's realistically the most comfortable available to you (which sounds like it is), I'd go that path. Then just get a refund of miles taxes/fees for the AKL-LAX segment from UA.
Jan 14, 2024, 10:54 am
#10
Join Date: Oct 2009
Programs: UA 1K, Hilton ♦ , Hyatt Carbonado, Wyndham ♦, Marriott PE, "Stinking Bum" elsewhere.
Posts: 5,001
They wouldn't do it for me as a 1K a few months ago and, to be honest, NZ's biz product sucks. I found space on AA in J and flew home with them for around 2.8K. I didn't know that one way fares had become reasonable for international flights and was pleasantly surprised.
Jan 14, 2024, 11:06 am
#11
Join Date: Aug 2005
Location: NYC, FLL
Programs: UA PP 1MM, Marriott Bonvoy LTTE, BA Gold
Posts: 6,325
If next day was available on UA in Polaris, I think that's reasonable. I would have pushed for NZ J too, though - I don't blame the OP. Isn't AKL-SFO a JV route for NZ/UA?
Jan 14, 2024, 11:19 am
#13
Join Date: Mar 2009
Posts: 3,519
Imagine for a moment you booked a luxury SUV airport transfer and the company called you up a day or so before and told you "the luxury SUV is broken, we're sending you a Toyota Corolla the following day."
Jan 14, 2024, 11:26 am
#14
Join Date: Jun 2014
Programs: UA MM
Posts: 4,130
If the government ever wants to really look harder at these airline JVs, this is one area they could insist on for changing. Passengers should be treated as if all airlines in a particular JV are one airline, especially in IRROP situations.
Jan 14, 2024, 11:46 am
#15
Join Date: Oct 2003
Location: Traveling the World
Posts: 6,075
Doesn't United have to pay for Food and lodging until a viable solution that you are happy with is settled? If you could file a DOT complaint and a complaint to Christopher Elliott's team at Elliott.Org . The best is to book yourself with cash in Business or First Class and send the receipts to Christopher Elliott's team
I'll give you an example. I bought Business Class on Amtrak's Coast Starlight last year and they eliminated it. I asked Amtrak to upgrade me not downgrade me and they refused. By writing to Christopher Elliott's team Amtrak gave me a Roomette on the overnight portion . I was happy.
I'll give you an example. I bought Business Class on Amtrak's Coast Starlight last year and they eliminated it. I asked Amtrak to upgrade me not downgrade me and they refused. By writing to Christopher Elliott's team Amtrak gave me a Roomette on the overnight portion . I was happy.
Last edited by WineCountryUA; Jan 14, 2024 at 11:54 am Reason: merged consecutive posts by same member