Beth Warner has a complaint I hear too often: “Delta downgraded me on my flight.” To make matters worse, she’s in a wheelchair. And to make matters even worse, they seated her next to a bathroom. Does she deserve some kind of refund? “Delta downgraded me on my flight with no refund. P.S.: I’m in a wheelchair.”
All Ronald LaPedis wants to do is fly from San Francisco to Bangalore, India, in relative comfort. But a codesharing upgrade nightmare threatens to send him to the back of the plane. “My seat upgrade disappeared, but Lufthansa kept my money”
Glennellen Pace and her husband are missing thousands of frequent flier miles after a trip to Australia and New Zealand. Is there any way to find them?
Question: My husband and I traveled to New Zealand and Australia this past fall. Our airline tickets, which were booked through a travel agent, were purchased through United Airlines.
United, as is often the case, put us on partner airlines for portions of the journey. The airline made two changes to our flights before we left, and in the process they removed our frequent flier numbers from our reservations. We were advised to get these reinstated when we checked in. We tried to do this, but the agent finally told us he was unable to get the computer to take the numbers, so we could take care of it upon our return.
Upon our return, I contacted the United frequent flier phone number to get our miles credited. I ended up spending literally hours with this. Sparing you the details of that time spent, United ended up crediting us for both of our flights between Portland and San Francisco, and between Sydney and San Francisco, but has refused our miles from San Francisco to Auckland (6,531 miles each) and from Christchurch to Sydney (1,322 miles each). They told me, “Air New Zealand says there are no frequent flier miles in your fare class.”
“Missing miles on a United Airlines codeshare flight”
Melissa Sigritz is forced to pay $2,450 to get back home after her airline leaves her stranded in China. Is she entitled to a refund?
Question: I booked a flight from Dayton, Ohio, to Shanghai through US Airways, and things went terribly wrong with my ticket. I need your help.
The first two of the three segments of my trip from Ohio to China were on United Airlines. The United agent at the Dayton airport had great difficulty printing my boarding passes and eventually informed me that she would have to issue a paper ticket.
When I checked in for my return flight in Shanghai, I was told by agents that I did not have a reservation on the Air Canada flight. I showed the agents my emailed confirmation from US Airways and the agents rudely informed me that there was nothing they could do. When I begged the agents for help their only advice was that I call my travel agent. I explained that I booked the trip myself.
“Stranded in China without an airline ticket”
To the airline apologists who rushed to the defense of an industry that lies by pretending other companies’ products are its own — a clever trick called “codesharing” — I have just one thing to say: meet Lisa Waters.
She had booked a roundtrip flight on American Airlines from New York to London. At least that’s what she thought.
Turns out the flight was operated by American’s codeshare partner, British Airways. Waters claims she paid $120 for “preferred” seats, which on the AA.com site, looked pretty decent.
“Then we got on the plane,” she says. “These preferred seats were behind the wall of a toilet. So for nine long hours we heard flushing, door opening and closing, people standing in line to get to the one of only two bathrooms in coach. I could not even sleep.”
On the American Airlines website, it didn’t note the toilets. But on the British Airways site, she says, they were clearly highlighted, and she would have never paid extra for the seats.
That’s one of the many perils of airline codesharing, which I called bald-faced lie in my last column. Many of you disagreed, saying codesharing allowed you to fly to more destinations, collect more award miles, and get better service.
Each of those arguments is provably wrong.
But before I get to that proof, let me tell you what happened to Waters when she complained. She figured that since some of the “benefits” of the AA preferred seat gotten lost in translation, the airline would be eager to refund the $120 she’d paid.
She sent a brief, cordial email to the airline.
“While many customers have found this service to be a convenient option, we know that each of our customers value different parts of the overall travel experience, and all of our Your Choice travel services are optional,” it replied. “This allows us to keep our fares low, while offering the individual products and services that our customers value.”
American refused to refund the fee.
“I feel deceived,” she said.
The codeshare confusion she describes is fairly minor in the grand scheme of things. In fact, Waters may have simply misunderstood the preferred seating option on her airline’s site. (I found it difficult to duplicate her problem online, but even so, she shouldn’t have been so easily confused, at least the way she describes it.)
It gets more interesting when baggage is lost and codeshare partners start to play the blame game, referring the complaint to each other until the passengers gives up in disgust. It’s also problematic when each airline “partner” has different luggage allowances or ticket rules, and chooses to apply them to its own advantage.
It’s relatively easy to get lost in a “no-man’s land” between codeshare partners, where no airlines are willing to take responsibility for anything. (Think I’m kidding? I’m handling a nightmare case right now involving three codeshare partners and a missing refund. No one is willing to pay up. Talk about a wild goose chase.)
Before I end my rant on the evils of codesharing, let me address a few of the myths that I found in the comments of my previous story on the subject.
Myth: Codesharing gives you access to more destinations.
Fact: No it doesn’t. The airline you’re booking a ticket with is still flying to the same number of cities. Its codeshare “partners” are serving the rest and allowing your airline to claim those destinations as its own. That is a lie.
Myth: Codesharing allows you to collect and redeem more award miles.
Fact: Oh really? Try redeeming your hard-earned frequent flier points for a flight and tell me how that goes. Unless you’re super-flexible or have an encyclopedic knowledge of programs and codeshare partnerships, you’re going to feel like a sucker for having bought that argument. It’s worthless scrip.
Myth: Codesharing improves service.
Fact: No it doesn’t. Codesharing allows your airline to offer substandard service and blame a partner airline for its own incompetence.
Bottom line: Lying is wrong, even when airlines do it, and even when they say it’s for the good of their passengers.
Especially when they say it’s for the good of their passengers.
Because see, when governments allows airlines to lie … er, I mean, codeshare, they do something else that passengers hardly notice: They stop competing. Less competition means higher fares, and the only ones who benefit from higher fares are the airlines.
Think about that the next time you book a flight that’s “operated by” a different airline.
Question: We booked a ticket from Washington to the Bahamas recently through Expedia. It was a code-share flight Bahamasair operated by US Airways.
At the US Airways check-in counter we, and about 50 other travelers, were told by US Airways ticket agents that Bahamasair had not transferred the ticket information to the US Airways system and so none of us could board.
“Help! Code-sharing confusion grounded my vacation”
Ah, the perils of airline codesharing! That’s the questionable but widespread practice of claiming another airline’s flight is yours. And it doesn’t always benefit the passenger, as Brad Albing will tell you.
Albing and his wife were flying from Cleveland to Paris by way of Montreal on Continental Airlines, which at the time was operating as a division of United Airlines.
Their schedule called for a departure at 6:10 p.m., arriving in Montreal at 7:31 p.m., with a connection on another Continental Airlines flight leaving at 8:55 p.m.
“We arrived at Cleveland Hopkins more than two hours early and checked in with a Continental employee who issued our boarding passes for Cleveland to Montreal,” he says. “We asked for boarding passes for the Montreal-Paris leg and he told us to get them in Montreal. We asked if we would have enough time when we got there and he said yes.”
Codesharing, or allowing multiple airlines to sell tickets on the same flight as if it were their own, can lead to a lot of confusion. And it’s more than just a matter of, “What flight am I on?”
Consider what happened to Abhijeet Utturkar, whose family had tickets to fly from Mumbai to Tulsa, Okla., on flights booked through American Airlines but operated by American Airlines and Jet Airways.
I was looking at the baggage allowances for the trips and found out that AA.com lists only one checked bag for free and charges $50 for second bag for travel to/through/from India and Europe.
It also has exceptions to the policy, in which it states that one and/or two bags can be checked for free if the flights are operated by a codeshare partner carrier other than American Airlines, Amergican Eagle and American Connection. Then the operating carrier charges will apply.
Utturkar wants to know: Who’s baggage allowances really apply?
“Codeshare confusion: Whose baggage policy applies to my flight?”
Question: I need your help untangling a flight problem that involves Hotwire, US Airways, United Airlines and Frontier Airlines. A few months ago, we were supposed to fly from Los Angeles to Dallas on US Airways and Frontier. Our first outbound flight was a codeshare flight operated by United.
We checked in at the US Airways counter with plenty of time before our flight left. After waiting in line, a representative sent us to the United Airlines check-in area, across the airport. It didn’t matter; our flight to Las Vegas was canceled because of severe weather. At that point, a United representative told us our flight had been rescheduled for the next day.
My family and I live three hours away from LAX. We arrived at the airport using a rental car. We had to pay another $130 for a hotel room that night. The next day, when we tried to check in, the system couldn’t find our tickets.
Our only option was to buy new tickets, which cost us $235 each. Since then, we’ve been trying to get our money back from Hotwire and the airlines. But so far, nothing. Can you help?
— Llouellynde Orahood, Lompoc, Calif.
Answer: So you bought a round-trip ticket from Los Angeles to Dallas through an online travel agency, but ended up dealing with three different airlines? No wonder your refund is missing in action. I don’t think anyone knows where your money is.
This sounds like a Murphy’s Law kind of trip. Let’s talk about what happened to you, first. Going to the wrong terminal was probably avoidable. Your itinerary should have clearly showed which airline was operating your first flight. That means you check in at that terminal. (If you have questions, call your travel agent or airline.)
“One airline ticket for the price of two?”