Airline code-shares. Another reason why you SHOULD use a travel agent

Airlines love direct bookings — meaning anything you book on THEIR website. Don’t use a codeshare.

There are two main reasons why a passenger shouldn’t use a codeshare…

1. Airlines don’t have to pay anyone or any website anything- whether it’s a booking fee or commission.
2. They don’t have to show you alternatives that might be better or less expensive on another airline.

But neither of these reasons benefits consumers. And what they don’t tell you is that it can make your travel experience worse. Much worse.

There’s always the issue that during busy times or bad weather, it can be hard to reach a human. And the kiosks and chat, AI and otherwise, etc., so far in my experience have been adequate at best.

Don’t use a codeshare. It all goes out the window.

In this case a client spent over $8,000 to go to Brazil, on an American Airlines ticket, to return Friday night to San Francisco, but on the return, the first flight, marketed as American 7736 on April 17, was operated by GOL, a budget Brazilian carrier – (there were no true American options). Client understood this and had two hours in Sao Paolo for the connection and then time in Dallas

Except the GOL flight was about an hour late.  And later flights from Sao Paolo were showing full. American Airlines’ help desk was not very helpful, saying it would be closed, they didn’t know about holding the flight as it wasn’t their flight. I pointed out they SOLD the GOL flight as American, so it was kind of their flight.

Long story short, the traveler had about 45 minutes.

American did not hold the flght -he missed it by less  than 10 minutes.

Then it got worse. American Airlines refused to help him with their later options, or with any other problem. They said that it was a GOL problem, and my client reported from the airport that the GOL line was REALLY long. Managed to get him on a Delta flight with a new ticket at the last minute and he’s in flight at the time of writing.

Called American preferred agency/corporte help desk late tonight saying (nicely) thanks for nothing as far as help, can we at least put in for a refund for the flight as American would give him no options home. Their response, no, sorry, GOL reissued the ticket and it’s nothing we can do. Talk to them.

(GOL, for the uninitiated, is an internet only airline, except when they code-share with major carriers.)

So now am emailing GOL them asking for help in getting a refund for this American Airlines return ticket. Eventually, even if it takes the credit card company getting involved, we should get something. And it’s a business trip so he will be reimburse.

But if this traveler, who was using me for the first time had booked direct with AA.com, three things would have happened.

1. American Airlines gate agents in Sao Paolo told him he had to get in GOL line.  Who knows how many hours it might have taken? They were having a rough night
2. Even if he had called American Airlines, they would not have helped. Even our VIP phone line agents (three I talked to)  told me they didn’t see other options, and couldn’t put him on any other airline.
3.  He would not have known there was a Delta flight option, much less been able to make it with minutes to spare.
4. He’d have spent the night in Sao Paolo, and gotten home well over 24 hours later with long connection

To be honest, travel agents don’t love dealing with this kind of mess any more than travelers do. (We also hate code-shares.)

Had to give up some Friday night plans to help this guy out. But it’s customer service. And it’s part of the business.

And again, it’s a reminder….these days especially with travel, regardless of bonus miles or perceived savings or whatever with a direct booking, it’s worth having someone on your side.

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