Here’s the scenario:
Last night (Weds night) my daughter (16) was already checked in to fly on United from ORD –LGA.
Flight gets delayed then canceled due to weather.
Luggage already left () & is already in LGA. (I thought luggage can’t fly without a pass??)
United tells her that the EARLIEST they can rebook is Friday AM (almost two days later). She calls me crying that she cannot stay in the airport two days without a change of clothes (her luggage was already gone) and wants me to rebook a new flight.
I find a non-refundable seat on AA for $400 and book it. It leaves 7:00 this AM (Thursday – one day earlier).
One hour later, I get a call that they were able to get her on a United flight at the same time but flying to EWR instead of LGA.
I call AA & am told “Sorry, none refundable”. HUCA, same answer.
Question #1: Should I have told her to fly United & try getting some sort of compensation from AA (or AMEX) for the flight not taken? Or, should she have taken the AA flight – already paid for – and then try to get some compensation from United (it was weather related – not their fault).
Question #2: I decided that she should take the AA flight, since it leaves a bit earlier & goes to LGA vs EWR. The AA flt ended on leaving on time & the new United flight (which she was already checked in, but didn’t fly) was delayed again for a few hours. What now? Can I request some sort of compensation? Can I try to get some of my AA ticket compensated? Can I complain about the fact that the luggage left without her causing me to make a second trip to the airport (different airport then the new booked ticked) to pick up the luggage? Can I request some compensation for the overnight accommodations & food if the delay wasn’t their fault? What if anything should/can I request for best results?
Any input is appreciated!
Just received my reply today :-(
Dear Mr. :
Thank you for contacting United Airlines.
It appears that your daughter **** was travelling with a large group, on a group record, with the Group, with a group leader.
I understand your concerns regarding her baggage being transported on another flight to Newark, after the flight cancellation. Please allow
me to explain.
All baggage clears several security checks prior to being boarded on our aircraft. Positive bag matching and baggage security screening occurs at the original boarding airport. Had there been a problem with the baggage, it would not have cleared the security checks and would not have been boarded on the aircraft at all.
Although it is not illegal for a customer to travel without her baggage, it is our goal to deliver every customer’s bag with the customer as a service standard as well as a safety measure. I am sorry that we let you down. In situations such as you described, due to the weather related event, the baggage was boarded on the Newark flight as an alternative destination and there was not enough time to remove it prior to departure once the customer was confirmed into LGA. It was for this reason that the bag was transported without your daughter. Please be assured United Airlines upholds the highest safety standards in the industry and we will always take appropriate measures to achieve this objective.
We understand how frustrating it can be when travel plans are interrupted. Our staff offered the best options under the circumstances. I regret we left you with an unfavorable impression of our service.
When weather or Air Traffic Control causes the delay or cancellation of our flights, both situations that are beyond the control of any carrier, according to our Contract of Carriage, which you will find at United.com, we are not required to provide hotel, food vouchers or compensation. As the cause of the delay was weather related,
I must decline your request for compensation.We appreciate your business and look forward to welcoming you on board a future United Airlines flight.
Regards,
Marc Mayka
Customer Care Manager