Take Flight Voucher on UA codeshare - ticketed with wrong name
Jul 28, 2009, 10:02 am
#1
Original Poster
Join Date: Jun 2004
Location: Santa Monica, CA
Programs: AA EXP 1MM, UA Silver, HHDmd, MBvLTPLT, PCAmb/Dmd, HYT Dis
Posts: 1,581
Take Flight Voucher on UA codeshare - ticketed with wrong name
Over the weekend I called into to USAirways to book a ticket LAX-SFO-LAX for next week (USAirways flight #s operated by United) using a Take Flight Certificate my cousin gave me (voucher was expiring 7/27 and he has a 9 month pregnant wife at home - no travel for him).
Original CSR seemed to be a little inexperienced about the terms of the voucher, but there was a supervisor in the background guiding him so we got through the mechanics of using the $200 discount vs. the free flight, transferring the voucher, etc. Odd thing was he did not ask for my name as passenger to the end of our call - but seemed all was in order as we finished up - but when I was transferred to specialist #2 to ticket we discovered that the United reservation/ticket had been made under his name, not mine.
Spent about 45 minutes on the phone Saturday with that second specialist and the resolution was that since it was a codeshare with United, they could not change the name of the reservation. And in the process the voucher had been spent - so they would forward a request to customer relations to issue a new voucher in my name. At the moment I am waiting for customer relations - no way to contact them except email, so no idea when or if they will process the new voucher. Have called reservations back and confirmed the request went to customer relations - but nothing else they can do for me (at least that is what they say).
Before I thought USAirways had burned the voucher and the original reservation was in limbo somewhere, but just figured out that they actually ticketed the flights on UA in my cousin's name (despite not ever asking me for credit card info for the additional $28 above the voucher's value). Very odd - so now I have a few questions while I wait for customer relations about this ticket.
The UA confirmed flights are on USAirways ticket stock -- since USAirways controls this ticket, any ideas on how to get them to change the name to me (especially since this whole thing is documented in my record)?
If that is not possible, should I have USAirways cancel the flights so my cousin will have some future value of this ticket (I would think $50 left after the change fee if he wants to take this route in the next year)?
Any other ideas on action I can take? The flight is a week from tomorrow - now looking at other airlines since not sure when I will hear from USAirways (and to a certain degree since I discovered the new voucher could be good for a free flight vs. just $200 off - my cousin missed that it was one or the other in the terms) - but would really prefer to get my free/cheap flight to SFO out of this right now.
Original CSR seemed to be a little inexperienced about the terms of the voucher, but there was a supervisor in the background guiding him so we got through the mechanics of using the $200 discount vs. the free flight, transferring the voucher, etc. Odd thing was he did not ask for my name as passenger to the end of our call - but seemed all was in order as we finished up - but when I was transferred to specialist #2 to ticket we discovered that the United reservation/ticket had been made under his name, not mine.
Spent about 45 minutes on the phone Saturday with that second specialist and the resolution was that since it was a codeshare with United, they could not change the name of the reservation. And in the process the voucher had been spent - so they would forward a request to customer relations to issue a new voucher in my name. At the moment I am waiting for customer relations - no way to contact them except email, so no idea when or if they will process the new voucher. Have called reservations back and confirmed the request went to customer relations - but nothing else they can do for me (at least that is what they say).
Before I thought USAirways had burned the voucher and the original reservation was in limbo somewhere, but just figured out that they actually ticketed the flights on UA in my cousin's name (despite not ever asking me for credit card info for the additional $28 above the voucher's value). Very odd - so now I have a few questions while I wait for customer relations about this ticket.
The UA confirmed flights are on USAirways ticket stock -- since USAirways controls this ticket, any ideas on how to get them to change the name to me (especially since this whole thing is documented in my record)?
If that is not possible, should I have USAirways cancel the flights so my cousin will have some future value of this ticket (I would think $50 left after the change fee if he wants to take this route in the next year)?
Any other ideas on action I can take? The flight is a week from tomorrow - now looking at other airlines since not sure when I will hear from USAirways (and to a certain degree since I discovered the new voucher could be good for a free flight vs. just $200 off - my cousin missed that it was one or the other in the terms) - but would really prefer to get my free/cheap flight to SFO out of this right now.
