Strange US Airways Domestic Award Booking Bug

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  1. BoardingArea

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    A few weeks ago, I booked an award trip to Boston for today. I booked a connection that took me through Philly because it was the cheapest point-wise, but I found out the flights I was booking on my end weren’t the same flights US Airways was booking on their end.

    Here’s the story.

    I booked an award trip to Boston:


    When my upgrade window hit, I received notification that my flight–3932–wasn’t available for upgrade.


    And then when I woke up this morning, I received a reminder of my flight times:


    Everything was perfectly normal up to this point.

    When I was Uber-ing over to the airport, I tried to check in to get my mobile boarding pass. It told me my check-in window had passed.

    I wondered if I was going crazy for a moment, and double-checked my flight times. I should have been good.

    [​IMG]When I scanned into the kiosk, it told me I missed my flight.

    I checked my watch (cell phone). I checked the monitor time. And I saw my flight hadn’t boarded yet.

    What the…

    When I went to talk to the Gate Agent, he typed in my information and started explaining that they can’t hold flights for people and I should really get to the airport earlier. I started pointing out that my flight hadn’t started boarding yet.

    He looked down at his screen and said, you aren’t on that flight. You were on the first flight of the day.

    I insisted I must have gotten moved up. I took out my iPad and showed him my confirmation. He asked if I moved up my flight and forgot, so I pulled up my day-of reminder for my flight. Then he looked confused.

    I was a no-show, so I didn’t really have a ticket anymore, so he had to fix that first and he was concerned about me missing my actual flight. So I said I was willing to take whatever next direct to Boston he could get me on.

    The agent ended up calling for help, and he seemed really confused the whole call. He kept saying, “I’m looking at her confirmation right now as week speak. Every email she got has said this is her flight time.” They finally worked it out to un-no-show me, and got me on a direct to Boston. But what the agent told me confused me.

    He said I was always booked on the earlier flight in their system. They didn’t see any changes to my ticket, or anything that could have affected my flight time. Even though I clicked on this flight time, booked this flight time, and got reminders for this flight time, I was always in US Airways’s system as having the first flight out that day.


    Usually in these situations, I try to write what I did wrong in this situation and how I could have been extra vigilant to prevent the mistake. But I’m at a loss here. Aside from calling up US Airways for every ticket I book and ask if it really is that ticket, I don’t know what I could have done.

    Any thoughts on what went wrong here?

    Disclaimer: I’m not actually complaining because I got to Boston sooner than I would have AND my original two flights got delayed so it was actually good luck for me that my ticket was messed up.


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