OMAAT reader Carl had a frustrating misconnect on an award ticket, and asked for my advice. I think this is interesting to discuss in a post, because it highlights how incredibly frustrating it can be when things go wrong, and you get the runaround from all parties.
In this post:
United to Eurowings misconnect on Air Canada award
In early July, Carl booked six award tickets from Chicago to Hamburg using Air Canada Aeroplan points. The itinerary had the family flying from Chicago to Rome on United, and then from Rome to Hamburg on Eurowings, which is Lufthansa’s low cost, regional subsidiary.
The United flight from Chicago to Rome was delayed by four hours (due to an issue within the carrier’s control), causing a misconnect. The crew reportedly told passengers that everyone with connections would be rebooked and the new itinerary would be shown in the United app, but Carl says that he and his family weren’t, and there was no one from United in Rome to help them.
So Carl called United, and the representative said to take it up with Air Canada, the issuing carrier. Meanwhile an Air Canada representative said it isn’t Air Canada’s fault, since United operated the delayed flight.
Given the lack of resolution, and in order to salvage the trip, Carl ended up buying six last minute tickets to Hamburg on Lufthansa, for around $1,600. Since then, he has been trying to seek reimbursement for those tickets, primarily pursuing that with United, since the airline caused the delay and misconnect.
His correspondence with United has been less than satisfactory. In an initial correspondence, the airline claimed he had actually been rebooked on Lufthansa (supposedly), but he had no record of that:
I sincerely regret the circumstances that prevented you from connecting with a United employee to help provide information regarding rebooking options. There would have been employees that met the arrival of flight 970 to answer questions any customer had upon deplaning. The employees in the baggage area to reclaim your bags and re-check them would also be able to assist. My review of your reservation shows you and your travel party were rescheduled on Lufthansa, but apparently unaware of this. While we understand your desire to salvage your trip and make it to your final destination of Hamburg, in situations when a customer makes their own alternate arrangements, United will refund the portion of a United ticket that travel was not provided. Since your tickets were issued by Air Canada, I’ve sent this inquiry to them to make any applicable adjustment to the miles used. If no adjustment is eligible, based on their award structure, I’ve asked them to deposit 5K per person for the flight disruption.
He kept following up with United, and then they stated that by policy, they don’t provide reimbursement in these kinds of situations, but offered a travel credit of $150 per person:
As per the policy we do not provide reimbursement after reaching to the final destination. I know your time is valuable, and regret there weren’t other flight options that worked for you. While we don’t provide reimbursement in these situations, I’d like to help make things right. I will send each of them an $150 electronic travel certificate. You all can use this certificate towards the purchase of your next United or United Express flight. It will arrive via email in the next few business days.
My take on this complicated missed connection
If you ask me, one of the most frustrating situations that passengers can face is when they’re passed around between parties, and no one wants to take responsibility. This can happen between multiple airlines, between an airline and an online travel agency, etc. It can feel like you’re in a never-ending blame game cycle
So, regarding this situation, what’s my take? Which party is responsible, how would I have handled this, and what recourse does Carl have?
If you misconnect, the airline that caused the missed connection is responsible for rebooking you. This is the rule across airlines. That’s not to say that the airline that issued the ticket wouldn’t help if it realistically can (like if there’s another option with award space), but the primary duty falls with the airline that was at fault for the problem, in terms of getting you to your final destination.
Here’s the thing — Carl did his best here, and the average consumer can’t be expected to know exactly how every policy with every airline works. He tried to contact both Air Canada and United, he got pushed between them, and then ultimately he just bit the bullet and bought a ticket, because he didn’t want to ruin the trip. It’s not like they would’ve benefited from being stuck in Rome (for that matter, overnighting in Rome in July might cost more than the new tickets that were booked).
So, how would I have handled this differently? Obviously I wasn’t there, so I can’t speak with 100% certainty. I would’ve done everything in my power to get in touch with a United representative at the airport (since airport agents are typically more empowered for irregular operations than those over the phone).
There was presumably some United representative who met the flight, and I would’ve waited to speak to them until they could help, because I know they’re in the best position to help. If that weren’t possible, I’d clear customs and immigration, and would look for the United check-in desk, to talk to someone there.
If that didn’t work, I’d call United, insist they have the liability in this situation (which they do), and I wouldn’t give up until they rebooked me. Admittedly this is all easier said than done. If all of that didn’t work out, I’d go to the Eurowings check-in desk. And if that wasn’t open, I’d go to the Lufthansa check-in desk.
As you can tell, this is all a less than ideal situation, no matter how you slice it. Unfortunately as Carl is learning the hard way, airlines generally won’t reimburse you if you book a ticket on another airline following a misconnect, especially when they claim that they rebooked you. It’s really hard to get airlines to bend the rules in this area, and sadly I think a $150 per person United travel credit might just be as good as it’ll get here.
Now, if Carl wants to take legal action, maybe there’s some merit to that, given United’s lack of communication, the United representative claiming he had to contact Air Canada, etc. I’m not sure that’s worth his time or if it would be successful, but that’s the only other way I can think of to get a resolution here.
It’s unfortunate, because Carl probably did what most people would probably do, and he’s not seeking anything unreasonable here. He just wanted to get to his destination in as timely of a manner as possible. Unfortunately it’s an area where airlines often fail people, and I think the technicality of Eurowings vs. Lufthansa only made this more complicated.
Lastly, it’s unfortunate this flight was to the EU rather than from the EU, or else EC261 would’ve applied, and each passenger would’ve received €600 cash compensation.
Bottom line
Missed connections are never fun, but they’re especially unpleasant when there are many airlines involved, and there’s a lack of any party taking responsibility. The important thing to understand is that the airline that caused the delay is liable for helping to rebook you, so do everything you can to seek out a representative from that airline.
That’s not to say that another airline on the ticket may not try to help, if they can, but often they’re limited in terms of what they can do.
Have you ever dealt with a complicated misconnect on a partner award ticket?
Many years ago I voluntarily gave up my seat and then after the new routing was issued had a misconnect. It was no surprise given the itinerary was on multiple airlines in different airline groups. I dealt directly with the airline that issued the ticket to sort out a solution and provide some compensation. I ended up further requesting more compensation and my luggage was on different flights than me. Anyway, in this situation I...
Many years ago I voluntarily gave up my seat and then after the new routing was issued had a misconnect. It was no surprise given the itinerary was on multiple airlines in different airline groups. I dealt directly with the airline that issued the ticket to sort out a solution and provide some compensation. I ended up further requesting more compensation and my luggage was on different flights than me. Anyway, in this situation I would have gone to the airport ticketing desk of the airline that booked the ticket.
It says they were "rescheduled" onto Lufthansa...
I had an LH flight cancelled on me the other day from HAM to FRA (to get back to WDH (on an ET ticket)).
Within 30 minutes I saw on the LH app that I was rebooked via IST and JNB (on TK). My son was rebooked via ZRH and JNB (on LX). The desk at the lounge wasn't even aware by that time.
No drama, other...
It says they were "rescheduled" onto Lufthansa...
I had an LH flight cancelled on me the other day from HAM to FRA (to get back to WDH (on an ET ticket)).
Within 30 minutes I saw on the LH app that I was rebooked via IST and JNB (on TK). My son was rebooked via ZRH and JNB (on LX). The desk at the lounge wasn't even aware by that time.
No drama, other than me rechecking the luggage and trotting to the gate. His luggage was transferred by LH.
Quite impressive, actually...
So maybe this is a case of "Traveling while being 'murican"
It wouldn't surprise me if at some outstation airports, one cannot find a United agent who thinks they can do anything. I have often found airports where all functions, even boarding planes and check-in are handled by employees for a contract company and often these employees at least pretend that they are not able to do anything to help with complicated situations. Because of this, I feel like the finding a United agent is not as easy as it sounds.
I helped a colleague returning BKK to SFO via MUC on TG, connecting to UA ticketed on UA. The TG flight to MUC was delayed and misconnected to UA, but there was still an LH flight in a couple of hours with seats. LH handled the TG flight in MUC, but refused to re accommodate my *G colleague. Had to contact UA who rebooked him on the next day's flight and LH then arranged a hotel, transfers, and meals.
Are we talking about real multiple tickets i.e. at least two different airlines with two different ticket numbers OR do we talk about one ticket number with multiple flights with multiple airlines?
Carl was not notified upon arrival at O'Hare that his departing flight to Rome would be delayed four hours. As is so often the case, this flight was pushed back in small increments which didn't allow any cushion of time to comfortably return to the United ticket counter or leave the gate area.
And upon arriving in Rome, Carl discovered not only that he and his party were not rebooked by United, but that United...
Carl was not notified upon arrival at O'Hare that his departing flight to Rome would be delayed four hours. As is so often the case, this flight was pushed back in small increments which didn't allow any cushion of time to comfortably return to the United ticket counter or leave the gate area.
And upon arriving in Rome, Carl discovered not only that he and his party were not rebooked by United, but that United insisted Rome was their final destination. Their confirmation was changed and Hamburg disappeared from their itinerary entirely.
Dear Susan,
It seems like you know Carl?
1) Carl booked ORD-FCO-HAM with Aeroplan and has an email confirmation?
2) ORD-FCO was cancelled and UA altered the itinerary. There is some kind of documentation to show that the FCO-HAM segment was removed in the itinerary?
Compensation:
Carl is entitled for compensation in addition to a refund of the new Eurowings booking.
—>
How will he proceed now?
1) Will Carl and...
Dear Susan,
It seems like you know Carl?
1) Carl booked ORD-FCO-HAM with Aeroplan and has an email confirmation?
2) ORD-FCO was cancelled and UA altered the itinerary. There is some kind of documentation to show that the FCO-HAM segment was removed in the itinerary?
Compensation:
Carl is entitled for compensation in addition to a refund of the new Eurowings booking.
—>
How will he proceed now?
1) Will Carl and involve the German complaint resolution center (free of charge) soep-online.de ?
2) Other option would be to hire a lawyer, eg. Dr. Matthias Böse. He could call him free of charge for a first evaluation. If Carl wins the case (which he will), the lawyer has to be paid by the airline (unless the airline goes bankrupt).
If you happen to understand German, I recommend you to read this lawyers X posts, his reviews and his blog. He is quite entertaining.
It’s the same guy who went to court because of his clients booking a private jet due to a flight cancellation (he won) and who won against Lufthansa for charging (repricing) a ticket for no-shows…
Hi Klaus,
Yes, Carl is my father. My husband, our two sons and I were right beside him and my mother (who has mobility issues and requires wheelchair assistance in airports whenever possible) throughout this very frustrating ordeal, which also included us spending 6 days without our luggage. My Dad does have documentation from United in which they refer to Rome as our final destination, despite having booked us to and checked our bags...
Hi Klaus,
Yes, Carl is my father. My husband, our two sons and I were right beside him and my mother (who has mobility issues and requires wheelchair assistance in airports whenever possible) throughout this very frustrating ordeal, which also included us spending 6 days without our luggage. My Dad does have documentation from United in which they refer to Rome as our final destination, despite having booked us to and checked our bags through to Hamburg. I am not sure if he wishes to take legal A. Thank you very much for taking the time to respond and share this information. It's very helpful and appreciated.
I am so confused by the comments on this, it seems like this is the responsibility of whoever issued the tickets , which isn't that Air Canada?
Depends on what you mean by responsibility. There is compensation under EU 261, and then there general responsibilty.
Under EU 261, its Eurowing.
Under general responsibility, it should be either UA as the one responsible for the delay, or AC as the one who issued the ticket.
Codeshares are almost always a crapshoot. I haven't used them in years after getting stranded several times. And if you think buying through a responsible network carrier is tough, try messing with the trainwreck that is Dohop!
How do you know it was a codeshare? AC can issue a Aeroplan award ticket on a UA flight that isn't a codeshare.
Air Canada confirmed this was not a codeshare.
I've run into this type of situation with Air Canada, ironically, and they aren't much help for sure. The problem here is that in other airports where carriers like United don't have a huge presence, many times the people at the check-in desks are third-party employees who only work those desks or arrivals for a limited amount of time during check-in. It can be impossible to find anyone who is actually an employee of airlines like United in my experience.
Is a aircrafts late arrival into the airport, for whatever reason, which rolls into a late departure for its next flight considered as something 'outside the control of the airline,' as Finnair asserts in a EC261 claim I have on foot?
I have heard that Finnair are a bit economical with the truth in such matters. Any advice?
Just one more reason to ensure that only a European or British airline is used for an inbound trip to the UK/EEA/Switzerland.
Exact same situation on AA ticket issued via Alaska miles, Paris to Charlotte then onward connection, both AA flights. The AA flight from Paris was 3 hrs late, missed connection. Contacted AA and was told "sorry we cannot do anything, you'll have to contact Alaska Air who issued the ticket".
"But you are the operating carrier and the delay was your fault"
"Sorry, nothing we can do, contact Alaska"
So I feel bad...
Exact same situation on AA ticket issued via Alaska miles, Paris to Charlotte then onward connection, both AA flights. The AA flight from Paris was 3 hrs late, missed connection. Contacted AA and was told "sorry we cannot do anything, you'll have to contact Alaska Air who issued the ticket".
"But you are the operating carrier and the delay was your fault"
"Sorry, nothing we can do, contact Alaska"
So I feel bad for Carl because this happens all the time and it is easy to say keep trying but if the operating carrier REFUSES to help you and desks are closed in the airport...
It's beyond shady. They just don't want to deal with it.
If I were Carl, I would have been more proactive at the originating airport ORD. Once I see that the flight has been delayed 4 hours, I would have gone to the gate agent or United helpdesk area and ask for assistance for rebooking then and there. ORD is a United hub and likelihood of getting help quicker is higher there than at an outstation like Rome FCO.
United removed their help desks from ORD - which used to be super helpful in IROP situations - specifically to prevent people from doing exactly that.
100%. The United app (and chat option) is free in flight.
Use it to get rebooked while in the air once you know you will miss the connection.
Unfortunately getting through to Aeroplan is an issue
I can help the passenger. Please have them get in touch with me as I work closely with United Airlines.
How can they get in touch with you? There is no email adress…
I'm Carl and would appreciate your help
United is responsible
Wrong. Eurowings is responsible for the compensation of 600€/nose.
EU261 applies since the connecting flight was operated by Eurowings and because it departed in Europe.
I would write Eurowings asking for compensation.
If they decline, either national consumer board (soep online) or lawyer RA Dr. Böse.
By the way: if UA rebooked the party, that should be visible in the booking.
Furthermore, was the return on the same ticket? Shouldn’t it be cancelled because of no show?
I am not sure if I understand your point on ec261 correctly. It is United that departed from the US and it was also United that delayed so are you saying simply because the ticket included the EU airline as a second leg. Ec261 should apply? Was there any prior court case on the same? Otherwise I am a bit skeptical if eurowing is responsible
Hi Ken,
You can be sceptical. Good for the airline.
EU261 is applicable because the last leg was operated by a European airline.
Yes. You can google court cases.
A lot of award tickets tend to be redeemed as one-ways.
United did not rebook the party. United changed the booking to show Rome was their final destination. The rebooking United claims they did on the day of travel did not appear until after Carl's complaint was received by United.
It’s a good idea to understand basic rules of contract of carriage that’s defined by the Montreal convention. Now days you can literally ask ChatGPT or ask it to read the current airline T&Cs.
The operating airline that caused the delay is generally on the hook to rebook you.
Reader had tickets issued by AC ticket stock 014 , but UA can take this over and reissue in their stock 016. Agents likes to push...
It’s a good idea to understand basic rules of contract of carriage that’s defined by the Montreal convention. Now days you can literally ask ChatGPT or ask it to read the current airline T&Cs.
The operating airline that caused the delay is generally on the hook to rebook you.
Reader had tickets issued by AC ticket stock 014 , but UA can take this over and reissue in their stock 016. Agents likes to push people around because it’s more work for them. They usually need to make a phone call in order to get permission to do so. But you need to be stern and press on.
AC can also help but they might be more limited . Usually during IRROP at an airport you get in line to talk to an agent AND get on phone to talk to another one.
I think Carl should have handled this during the 4 hour delay at ORD by going to one of the United helpdesk areas in person and ask them to rebook them then and there especially given the complex itinerary.
I’m currently in Europe on a paid AA issued 001 stock ticket. I’m due to fly back nonstop on a Level operated by Iberia flight in a couple of days.
I got an email from AA telling me that my flight is cancelled and they have rebooked me on a less convenient 1-stop itinarary. However, Iberia say the flight is not cancelled.
AA won’t reinstate me on my original confirmed flight and keep directing...
I’m currently in Europe on a paid AA issued 001 stock ticket. I’m due to fly back nonstop on a Level operated by Iberia flight in a couple of days.
I got an email from AA telling me that my flight is cancelled and they have rebooked me on a less convenient 1-stop itinarary. However, Iberia say the flight is not cancelled.
AA won’t reinstate me on my original confirmed flight and keep directing me to Iberia. Iberia says that it’s an AA 001 ticket and that American are responsible. I’m at my wits end.
If United had rebooked him on Lufthansa as they later claimed they did, why did the agent he spoke to on the phone in Rome tell him to call Air Canada?
If the flight had been rebooked, it would have shown up in the reservation.
I’d want to see proof of the flight having been rebooked and when it was done to compare against the call log time.
It would be likely that the ticket was "validated" (issued by) Air Canada since he was using those miles to fly on United (UA 016) which means that Air Canada is the issuer and "owner" of the ticket. It's confusing and at times but that's how that works.
In disruption/ IROPs the operating carrier causing the disruption has full authority to take over and reissue. AC may have validated the ticket, but contractually UA was obliged to provide the customer a solution. Especially since both UA and AC are part of the same alliance.
United carried them, and it was United who was late. It's clearly United's problem. Fixing these misconnection issues is so much easier at SFO or EWR than it is at outstations, for obvious reasons.
Was the whole ticket one ticket or two legs were booked separately?
Or at ORD where Carl departed from. Flight was delayed 4 hours. That's normally enough time to get flights rebooked.
Well it should have been easy at ORD, too. I’m a cynical soul, and wouldn't have trusted the “everyone will be rebooked” line. It’s best to attend tho these things oneself, and not rely on it happening by magic.
I would have tried all mentioned. But I would not book a new ticket myself. Last resort I would call travel insurance and let them handle the booking of the new flight and let them go after the airline.
Btw. I think the EC cash compensation of 600€ applies. 95% sure.
EU261 applies!!!
To be fair, it's a very niche combination, but Carl can request the reimbursement plus 600€ from Eurowings.
Under Eu261 doctrine, a "flight" is from your origin to your final destination. Regardless of how many layovers and airlines are involved. The "flight" here was operated by United and Eurowings.
I have had multiple success court cases against Lufthansa on misconnections caused by United. For example IAH-LHR-FRA or LAX-LHR-FRA. In both cases, United was...
EU261 applies!!!
To be fair, it's a very niche combination, but Carl can request the reimbursement plus 600€ from Eurowings.
Under Eu261 doctrine, a "flight" is from your origin to your final destination. Regardless of how many layovers and airlines are involved. The "flight" here was operated by United and Eurowings.
I have had multiple success court cases against Lufthansa on misconnections caused by United. For example IAH-LHR-FRA or LAX-LHR-FRA. In both cases, United was late but Lufthansa had to pay Eu261 compensation.
I would suggest to make a claim with Eurowings by E-Mail with a 14 day deadline to pay the 600 Eur plus the reimbursement. After this deadline has passed, contact the specialised German lawyer Dr. Böse. He helped me in my cases and I had to pay no legal fees in the end (Lufthansa hat to pay them in full).
Interesting! EU guidance makes this clear: "Similarly, in the case of connecting flights, booked as a single unit, from a non-EU country to the EU with a stopover in the EU, the Court has ruled that if the cause of a long delay arises in the first flight operated under a code-share agreement by a non-EU air carrier, a passenger may bring an action for compensation against the EU air carrier that performed the second
Interesting! EU guidance makes this clear: "Similarly, in the case of connecting flights, booked as a single unit, from a non-EU country to the EU with a stopover in the EU, the Court has ruled that if the cause of a long delay arises in the first flight operated under a code-share agreement by a non-EU air carrier, a passenger may bring an action for compensation against the EU air carrier that performed the second
flight (citation: Case C-367/20, KLM Royal Dutch Airlines, ECLI:EU:C:2020:909, paragraph 3).
The guidance also says that both carriers are liable: Court has made clear that any operating air carrier that participated in the performance of at least one of the connecting flights is liable to pay this compensation.
So I'd ask for compensation from both United and LH, because UA probably doesn't know the rules, and LH has a reputation for delaying payment of EU 261 compensation.
This is correct. My wife was flying Tbilisi (not EU) - JFK via MUC earlier this summer. The initial flight was delayed 9 hours due to a mechanical and needing to bring in a new plane, so she was rebooked on Turkish via IST. She filed EU261 with LH and received the 600EUR within a few days.
I want to correct my previous answer. I don't UA has liabliity under EU 261. Only Eurowings because it is an EU carrier. Under EU 261, this is a single booking flight from the US to Hamburg, and both UA and EW are considered operating carriers, but only EW is a EU-carrier.
Your comment has no merit. It may apply in cases of "codeshare" flights. In Carl's case, he booked INTERLINE flights, ticketed by Air Canada.
If the passenger was made aware of the delay before boarding, the best case scenario is to manage the rebooking while at the departure point.
If there is no one at the United transfer desk upon arrival, check with the folks who manage baggage claims - it would be contracted workers, but at least they would be able to point to who can do the rebooking at the transfer point.
If that does not work,...
If the passenger was made aware of the delay before boarding, the best case scenario is to manage the rebooking while at the departure point.
If there is no one at the United transfer desk upon arrival, check with the folks who manage baggage claims - it would be contracted workers, but at least they would be able to point to who can do the rebooking at the transfer point.
If that does not work, follow the rest of Lucky's advice of calling United or use United's check-in desk, or work with the operating carrier of the next flight and see if they are willing to rebook.
The issuing carrier is often irrelevant. If United was late they are entirely liable for rebooking. If they refused and you incurred additional costs, you can claim damages from them under the Montreal convention. EC261 won’t apply.
I feel like this could have been me in Belgrade, Serbia on an Air Canada Award that was Chicago-Belgraid on Air Serbia, and then Belgraid-Vienna on Austrian Airways had Air Serbia been delays.
I was kind of able to check in online for both flights in the Air Serbia app but my Austrian Airboarding pass looked odd. In Chicago the contracted check-in agents for Air Serbia couldn't figure out how to check me in...
I feel like this could have been me in Belgrade, Serbia on an Air Canada Award that was Chicago-Belgraid on Air Serbia, and then Belgraid-Vienna on Austrian Airways had Air Serbia been delays.
I was kind of able to check in online for both flights in the Air Serbia app but my Austrian Airboarding pass looked odd. In Chicago the contracted check-in agents for Air Serbia couldn't figure out how to check me in for my connecting Austrian Airlines flight. Once I arrived in Serbia I tried the transit desk and the Air Serbia employee couldn't help me. Since I had enough time I got stamped into Serbia for a half-hour and went-up to the Lufthansa group to check-in, and ended up taking a bit of a walk around the airport perimeter to get some fresh air.
"... it’s an area where airlines often feel people..."
FAIL, I presume
@ Lukas -- Indeed, thanks! Fixed.
The United check-in desk in Rome? It's probably got an hour wait because for international flights many passengers have to physically check in at the desk, even if not checking bags.
This situation is a cautionary tale about award miles. When you redeem Aeroplan for UA, if anything goes wrong, you will be bounced around.
That's why...
The United check-in desk in Rome? It's probably got an hour wait because for international flights many passengers have to physically check in at the desk, even if not checking bags.
This situation is a cautionary tale about award miles. When you redeem Aeroplan for UA, if anything goes wrong, you will be bounced around.
That's why I completely ignore all chatter about using partner airlines to book awards. I only ever redeem points on airlines' own metal.
6 times 150 is 900 plus 30k back [and maybe airport taxes] is not so far off from 1600 he paid, for a few hundred its not worth legal action.
The issuing entity is irrelevant in the case of IRROP. Yes, many carrier points to that as default, until the passenger pushes back and point out the fact that this is the fault of the operating carrier.