Brussels Airlines saying we never had a confirmed ticket.

[chaimdasap]

my entire family flew on a united ticket, (booked on united.com using revenue) via Brussels to Israel for succos. upon returning from Tlv,, Brussels Airlines Counter said "your flight is still on waitlist" and being as there is no room, sorry you are denied boarding. (9 pasengers). Is it even possible to receive a confirmed booking from united, then fly half the trip, while a portion of the ticket is still on the waitlist?
here is the email we received from SN following the incident.

Dear______

 

I have received your message regarding your flight SN3294 and UA951 from Tel Aviv to Washington via Brussels on 17th October 2017 in good order.

 I completely understand your disappointment and hope you will accept my sincere apologies on behalf of Brussels Airlines.

 Upon analyzing your claim, I can see that you have made your booking via the Travel agency on the 25th of July and your flight on SN3294 TLV-BRU was on waiting list.

 You have contacted the Reservation Centre on the 26th of July to confirm if you are confirmed for this flight, however you were advised that your flight is still on waitlist.

 Please be advised that waitlist flights can only be confirmed on the day of departure, but unfortunately, there were no space available on flight SN3294 on the 17th of October.

 In view of the above, I am normally unable to respond favourably to your claim for reimbursement.

 In addition, I understand that the discussions you had with our check-in staff were difficult. I thank you for your remarks on the subject and it helps us to evaluate and improve our service.

 We expect our staff to be courteous and polite in all situations and we will make sure to share your comments with the relevant department.

 I apologize again for any inconvenience caused, and hope we can retain your confidence in us.

 

Kind regards,

 

 

Roberta White
 Customer Relations agent |  Customer Relations




what now???!!!

[lubaby]

Booked through United means you need to deal with United for any issues.

Good luck!

[moe8555]

Out of curiosity, why did you book through United?

[chaimdasap]

Booked through United means you need to deal with United for any issues.

Good luck!

ok do we still deserve the Israel compensation even though the Israel end was not their fault?

Out of curiosity, why did you book through United?

idk that was the cheapest. it was a standard united ticket with a stopover.

[Dan]

You need to deal with United. Clearly they messed up.

How did you get back?

[chaimdasap]

You need to deal with United. Clearly they messed up.

How did you get back?

united booked us on the next day to ewr

[yelped]

united booked us on the next day to ewr

Any charge? Did they compensate you? Cover hotel and transportation?

[chaimdasap]

Any charge? Did they compensate you? Cover hotel and transportation?

no charge. they didn't compensate for hotel and transportation (yet), but they did issue $200 vouchers each. that's nothing compared to the required 3000 NIS for Israeli compensation though.

[ad120]

You need to deal with United. Clearly they messed up.

Luckily. SN customer service is awful. #aviationoutsourcecompany

[aygart]

no charge. they didn't compensate for hotel and transportation (yet), but they did issue $200 vouchers each. that's nothing compared to the required 3000 NIS for Israeli compensation though.

I would imagine that if there is no confirmed ticket there is no compensation.

[yelped]

I would imagine that if there is no confirmed ticket there is no compensation.

I don't know for sure, but I would agree with @aygart. They should definitely compensate for the hotel and transportation, as well as something for messing up and delaying you a day.

[chaimdasap]

I would imagine that if there is no confirmed ticket there is no compensation.

we have a confirmed reservation from united

[shmebeble]

they did this to me and my wife on an award ticket before. Was a few hours of panic in Lima, but worked out in the end.

[aygart]

we have a confirmed reservation from united

Now you are getting into he said she said and are unlikely to get anywhere.

[chff]

When did you book? and what class was it? (Fare class)

my entire family flew on a united ticket, (booked on united.com using revenue) via Brussels to Israel for succos. upon returning from Tlv,, Brussels Airlines Counter said "your flight is still on waitlist" and being as there is no room, sorry you are denied boarding. (9 pasengers). Is it even possible to receive a confirmed booking from united, then fly half the trip, while a portion of the ticket is still on the waitlist?
here is the email we received from SN following the incident.

Dear______

 

I have received your message regarding your flight SN3294 and UA951 from Tel Aviv to Washington via Brussels on 17th October 2017 in good order.

 I completely understand your disappointment and hope you will accept my sincere apologies on behalf of Brussels Airlines.

 Upon analyzing your claim, I can see that you have made your booking via the Travel agency on the 25th of July and your flight on SN3294 TLV-BRU was on waiting list.

 You have contacted the Reservation Centre on the 26th of July to confirm if you are confirmed for this flight, however you were advised that your flight is still on waitlist.

 Please be advised that waitlist flights can only be confirmed on the day of departure, but unfortunately, there were no space available on flight SN3294 on the 17th of October.

 In view of the above, I am normally unable to respond favourably to your claim for reimbursement.

 In addition, I understand that the discussions you had with our check-in staff were difficult. I thank you for your remarks on the subject and it helps us to evaluate and improve our service.

 We expect our staff to be courteous and polite in all situations and we will make sure to share your comments with the relevant department.

 I apologize again for any inconvenience caused, and hope we can retain your confidence in us.

 

Kind regards,

 

 

Roberta White
 Customer Relations agent |  Customer Relations




what now???!!!

[travel agent]

its happening also on booking made on ac.com, & then they are rebooking it in a higher class, so you have to blame only UA, not SN.

[chff]

Both are to blame - SN for this craziness and UA for not checking their bookings, another reason to use a competent Travel Agent 

My guess of the story: OP booked for travel on SN and SN for some reason thats beholds me decided that all BRU-TLV-BRU segments has to be in M class

Code: [Select]

18 SSR OTHS 1A PRODUCT CHANGE TLV-SEE BRUSSELSAIRLINES.COM/TLV FOR MORE INFORMATION
They update all PNRs to M class and the system now awaits a ticket to be issued (it doesn't chap the current one) - and UA never saw, and so didn't many agents who don't check their Queues or didn't realize whats going on till SN canceled the PNR as

Code: [Select]

SSR OTHS 1A SN FLTS CNLD DUE TO TKTL NOT OBSERVED //
And now starts the game whom's fault this is, I blame SN for this craziness and UA for not seeing this in their Queue (Hey don't don't expect that from an Airline/OTA)

[sillypainter]

So who is responsible for compensation?

[chaimdasap]

When did you book? and what class was it? (Fare class)

in july. i dont know what fare class, but im assuming low, because they were cheap tickets.

Now you are getting into he said she said and are unlikely to get anywhere.

you would be right, except that for some reason, when i made the booking, i asked them to specifically state on the phone that we are confirmed for all segments. and i made her repeat it clearly. (prophetic?) so there is a recording somewhere, of a united agent confirming our seats.

Both are to blame - SN for this craziness and UA for not checking their bookings, another reason to use a competent Travel Agent 

My guess of the story: OP booked for travel on SN and SN for some reason thats beholds me decided that all BRU-TLV-BRU segments has to be in M class

Code: [Select]

18 SSR OTHS 1A PRODUCT CHANGE TLV-SEE BRUSSELSAIRLINES.COM/TLV FOR MORE INFORMATION
They update all PNRs to M class and the system now awaits a ticket to be issued (it doesn't chap the current one) - and UA never saw, and so didn't many agents who don't check their Queues or didn't realize whats going on till SN canceled the PNR as

Code: [Select]

SSR OTHS 1A SN FLTS CNLD DUE TO TKTL NOT OBSERVED //
And now starts the game whom's fault this is, I blame SN for this craziness and UA for not seeing this in their Queue (Hey don't don't expect that from an Airline/OTA)

i dont know how this works, but theres no way its our fault. one of them has to take the blame. the problem is, how do i get them to fight it out between themselves?!!

[chaimdasap]

When did you book? and what class was it? (Fare class)

i checked. the UA segments were K. the SN were T