Flight change--Mileage ticket panic
 

I was so proud and happy that I was able to book four business-class tickets on British Airways for next summer's trip to Italy for our family, flying into and out of Zürich. Two tickets are with partner miles (Alaska Airlines) and two with BA miles.

Now it's all messed up.

I got a call from BA last night saying I should contact them because our return flight had changed. It turns out they changed our London to Seattle flight to an earlier departure (they have apparently cancelled the later flights between Seattle and Heathrow that they started last summer). So they also changed our departure flight from Zürich to an earlier one, with ample connection time at Heathrow (3 hours)

The problem is that only the two BA tickets were changed for the Zürich to London portion. The other two tickets---the ones booked through Alaska with partner miles---still have our daughters on the original flight out ot Zürich---which departs there AFTER our flight leaves Heathrow. In other words, it is an impossible routing.

BA says they can't do anything because Alaska has to "re-issue" the tickets. Alaska says they have to get permission from BA to change the flight, and that will take several days. In the meantime, it appears there are no "award" seats left on the flight, neither in business (which the original tickets were for) nor in economy.

There is an earlier flight from Zurich, leaving there at 7:00 am, and that may have award seats available, but I hate to have to end our trip that way, with us on separate flights, an early-morning dash to the airport for their flight, and leaving them with hours and hours to chill at Heathrow before we get there. I can see them both in tears about that.

In the meantime, of course, it is very difficult to get through to BA because everyone is in a panic about the impending strike.

What should I do? We will be in Milan the previous day, and could fly to London from there instead of returning to Zürich, but that would mean changing all four tickets, juggling with the two different systems. . . seems difficult.

I even checked on the price of one-way tickets on the correct flight from Zürich to Heathrow; they are available but would cost us around $600 for the 2 tickets. And would that cancel their onward leg (LHR to Seattle) if they don't get on the Zürich flight that award booking itinerary give them?

Thanks for letting me vent. I would appreciate any advice or insight.

You might also post this on the airline forum.

Can you get on the earlier flight from Zurich at 7 am so all 4 of you are together?

Call BA and tell them to call Alaska Airlines and give them permission.

kybourbon---I thought about posting in the airline forum, but this one is so much more active, and people here are very knowlegeable about airlines.

brats---I have tried calling both and asking them to talk to each other. They have their "system" and neither one seems to want to bend the rules. Each time I've called they put me on hold to speak with a supervisor, but the answer was the same.

And the BA employees are up to their necks in alligators with the impending strike, with lots of calls about that. My troubles seem trivial by comparison.

I just can't understand how they could book that impossible connection in the first place!

I just have to wait the "few days" and see what Alaska Airlines comes up with for the two tickets. If it is the 7 am flight for the girls, I will see if I can change ours to the same flight. They originally put my husband on that one and me on the mid-morning flight, so I had to get them to change that (this was before I knew about the problem with the girls' tickets).

My big fear is that they could keep the girls on the Zürich flight they have, and change their overseas flight to the next day. I guess they wouldn't do that as it would mean an overnight stay. But right now it all seems so random. . .

enzian - my sympathies! And the airlines wonder why they are loosing customers.

How old are you daughters? You may be able to jump through the bureaucratic hoops if Alaska A understands the real concern. Dreadful situation!!

This forum is more active, but the airline forum has some regulars that know all the ins and outs of mileage/ff tickets (like the folks on Flyertalk). Some of them don't post on the Europe forum much because they focus more on Asia, Africa or other forums and aren't likely to see this thread.

Fist, take a deep breath. The flights are months away and you have time to get it sorted out. The schedules could well change again before your actual trip, happens all the time with tickets booked far in advance. As you note, right now BA is in a twist with a potential impending strike. Put it on your to do list for after the holidays - unless you have told BA or Alaska that you accept the changes, in which case you need to call now and get it on the record that you do not.

When you "buy" tickets with FF miles you still have some rights and some bargaining room. Do NOT say that you accept the change that have been proposed. Have all the confirmation numbers together, call BA and tell them that if there is a change in schedule you need all four on the same flights. Ask them to link the PNR's if possible, or at least make a notation in the records referencing the other PNR. Tell them that you are willing to fly out of Milan if necessary. Get the name of the agent and write it down. If the agent can not do what you need ask to speak to a supervisor - not have the agent consult a super and return, but you speak to the supervisor. Get the supervisor's name as well. If the supervisor is unable to accommodate you, ask for an email confirmation of all yhe flights. If they are not ask that notations be made in the PNR and ask for an email documenting your conversation. If they say they cannot send an email ask for the number and email for customer service and follow up with them.
If you have confirmed tickets and the schedule changes they will do their best to accommodate you whether or not there are award seats currently available - they do have mechanisms for opening award seats in these cases.
Now relax and enjoy the holidays!

Thank you, Seamus. That is very helpful---and kind of you to take the time to explain, and help me calm down about this.

Update---I just checked the BA website, and the problem has been fixed. We are now all on the same Zürich flight.

I should have had more faith. . .