Author Topic: "She Boarded a Plane to See Her Dying Mother. Then Her (UA) Ticket Was Canceled"  (Read 14190 times)

Offline Dan

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https://www.nytimes.com/2018/01/26/business/united-airlines-traveler-help-desk.html

UA just loves to stay in the news. Wonder how much bad PR they'll take for this one?
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Offline stooges44

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"As Ms. Amrich drove across the Great Plains, Ms. Prelas made call after call, trying to find out what had happened. The next day, she said, a woman called her back from United’s Chicago headquarters. She wanted Ms. Amrich’s address so United could send flowers.

“What are the flowers going to do? You took away from her that she might have been able to see her mother alive,” Ms. Prelas said. “If I’d have been at that gate, I would have done everything in my power to get her back on that plane.”"

 :o :-\
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Offline TimT

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They wanna send her flowers. Stick the knife in further
SMH

Offline jj1000

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Offline chff

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Umm,

Carolyn Gallant, customer service supervisor at Traveler Help Desk, confirmed that the agency had voided the ticket after it saw that a change had been made to the reservation. She said that the intention had been to protect Ms. Amrich against possible fraud and that a representative had tried “numerous times” to contact Ms. Amrich first.

Offline chff

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https://www.nytimes.com/2018/01/26/business/united-airlines-traveler-help-desk.html

UA just loves to stay in the news. Wonder how much bad PR they'll take for this one?
Seems like an in the fly OTA issue

Offline Dan

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Seems like an in the fly OTA issue
General public won't care about the bad OTA.
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Offline chff

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General public won't care about the bad OTA.
But I don't see the airline at fault

Offline Dan

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But I don't see the airline at fault
You are a TA, not the general public.
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Offline chff

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You are a TA, not the general public.
Still, I know everyone especially the press can twist any story to their pleasure, but it's still a fact, if they purchased the ticket by an agency who voided the ticket, United had every right to remove, maybe United should have kept the plane waiting and sold her a new ticket, of course, but the part taking her off the plane is very plain put if the agency voided her ticket

Offline aygart

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Still, I know everyone especially the press can twist any story to their pleasure, but it's still a fact, if they purchased the ticket by an agency who voided the ticket, United had every right to remove, maybe United should have kept the plane waiting and sold her a new ticket, of course, but the part taking her off the plane is very plain put if the agency voided her ticket
Okay. so now United is getting hurt for the OTA's goof. People's perception isn't always in line with the facts.
Feelings don't care about your facts

Offline Dan

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Still, I know everyone especially the press can twist any story to their pleasure, but it's still a fact, if they purchased the ticket by an agency who voided the ticket, United had every right to remove, maybe United should have kept the plane waiting and sold her a new ticket, of course, but the part taking her off the plane is very plain put if the agency voided her ticket
And United didn't beat up Dao, Chicago PD did.
Now, go ask the GP who beat up Dao.
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Offline chff

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And United didn't beat up Dao, Chicago PD did.
Now, go ask the GP who beat up Dao.
They beat him up on request (ok, removed) at the request of UA who needed to bump him off, all within UAs control. Here a travel agency, total outside not within UAs control

Offline Something Fishy

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A few points:

- The public doesn't care about the details with the OTA and all that; all they see is UA being horrible yet again.
- True, if you don't have a ticket you don't fly, that's not hard to understand. But even if this wasn't UA's fault, they should have caught it earlier, when there could still be a possibility of the situation being remedied. Once the plane is ready to take off there's isn't much to do; but how did she check in and board on a cancelled ticket? That's when it should have been caught.
- Nice to see the NYT writing headlines in the same style as the clickbait garbage proliferating the web. NICE of them not to capitalize random WORDS, I suppose.
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Offline chff

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A few points:

- The public doesn't care about the details with the OTA and all that; all they see is UA being horrible yet again.

Spin the story the way you please



- True, if you don't have a ticket you don't fly, that's not hard to understand. But even if this wasn't UA's fault, they should have caught it earlier, when there could still be a possibility of the situation being remedied. Once the plane is ready to take off there's isn't much to do; but how did she check in and board on a cancelled ticket? That's when it should have been caught.

Ticket could have been voided after she boarded, etc

Offline moko

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Ticket could have been voided after she boarded, etc
that in itself is a problem.

Offline yuneeq

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If UA allows the OTA to cancel a ticket after scanning it in that is UA's problem.
That they didn't remedy their problem or show any sympathy just throws fuel on the fire.
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Offline chff

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If UA allows the OTA to cancel a ticket after scanning it in that is UA's problem.

Tickets run on such outdated and complicated system

Offline Dan

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Tickets run on such outdated and complicated system
Still, this shouldn't have happened after she boarded. What would happen if she refused to get up? Another Dao situation.
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Offline chff

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Still, this shouldn't have happened after she boarded.

Right, but this is an issue in general, not just with UA