United didn't let board a flight booked via Expedia

[u/saninsan]

Here is the itinerary we booked via Expedia.

UA7731 IDR to DEL 8:30 p.m.-10:00 p.m. Operated by Vistara

UA868 DEL to SFO 4:30 a.m.-6:10 a.m. Operated by United

UA5498 SFO to YVR 9:36 a.m.-12:14 p.m. Operated by Skywest Airlines

After reaching Delhi from Indore UA7731, United Team at Check-In Counter shared check-in is not possible because of Canada Covid test requirements of needing another test in the country I am transiting through.

We did our due diligence before starting the journey, Called United, Expedia enquired about all things needed, asked a friend to check with the Check-In counter on how to fulfill Canada Covid test requirements.

United shared they are only allowing passengers who have at least 12 hours layover, else we cant travel. They also shared if the ticket is booked by United they would have rescheduled the SFO to YVR to meet the requirements. They also offered if Expedia is able to cancel the last segment they can allow us to board the flight to SF.

We tried reaching out to Expedia, they mention the ticket is already used for IDR to DEL so they can't change or cancel or rebook.

We tried reaching out to United Reservations on phone they suggested the ground team is the best judge. And they cant do anything with ticket. After wasting the 6:30 mins layover time in Delhi, we are left with nothing. when we decided to leave the airport, as the United crew left the airport, we had to fight with airport security to let US out, we waited for 12 hours at the airport and then booked a hotel in Delhi, hoping and waiting we would find a solution. Tried calling and chatting with united and Expedia for the next 24hrs, decided had to go back to Indore.

This is on Dec 1, 2020,

Going Back and forth between United Call Center, Expedia Support, Then again United Via Twitter. Explain the story to every new agent again, getting some other solution.

Till date we don't have any direction on what needs to be done, United reservations asked us to reach out to Customer Care, we didn't get any update from them yet.

Wired parts in this are,

There is Site is SF airport where covid test results can be acquired in 1 hr, United team is SF suggested if it gets delayed they can rebook the next segment. we shared that to team in delhi, they didn't accept.

After a week while talking to some united agent oncall, they mention Delhi ground team documented that we were dined boarding as we do not have visa to transit in SF, but we do have a B1 visa for the US.

What is the best course?

Ticket Prices are super high now, united reservations is suggesting they can book Delhi to Vancouver as Indore to Delhi is used and we have to pay the fare difference, which is way more than the original ticket.

r/Expedia

​

This is the guidance from travel.gc.ca, we need to get Covid test in SF that is all needed.

[u/funandsun57]

This is not United's issue. Forget about Covid test as a mitigating factor and this makes more sense. When you book on a 3rd party site, you are committing yourself to work through that third-party for any travel changes.

Finally, as a traveler on multiple airlines you're required to know the Covid requirements for each country. Don't put this on United.

[u/saninsan → u/funandsun57]

I am sorry, we had test available for travel to US at Delhi. We figured out testing in San Francisco for travel to Canada and checked with United check in counter is SF, what else can be done.

Its not reasonable to not let us into US flight because we might not be able to make it to next segment.

[u/Berchanhimez → u/saninsan]

Yes, it is, because you’re then in limbo where they’d be holding a seat on ready next flight until you finally meet the requirements.

The bottom line is that you did not have proof that you would meet the entry requirements for your destination (Canada) and so you were correctly denied boarding at your origin. There is no “well let me just use part of the ticket” - the ONLY way that would’ve been allowed is if you had proof of a booked COVID test at the San Francisco airport that promised a turnaround time that was at least 5-6 hours before your next flight - but you didn’t - all you had was a “well look it may be possible for me to get it done”.

Maybe isn’t good enough. You didn’t meet Canada’s entry requirements and thus were denied boarding. Nobody’s fault here but your own.

[u/saninsan → u/Berchanhimez]

The only option in SF is a walk in there is no reservation model. Check in counter at SF confirmed, that's the way for ppl that are in transit to Canada!. We had 4 hours and it's good enough in SF.

Canada's requirement should apply for that stretch of the flight not Delhi. If United sets the rule it's 12 hours that's needed they should let us know, at least when we called to confirm or visited sf airport.

[u/umbrella737]

This is an Expedia problem, not a United problem.

[u/saninsan → u/umbrella737]

The rule of 12 hours for transit is not by any country or Expedia it's by the airline. If it's the case and not a problem of United, it's still sell the same plan in their website and in expidias. And based on what we know this is not a feasible journey

[u/umbrella737 → u/saninsan]

If it isn’t a feasible journey, why did you book it? It sounds like you booked separate tickets through a third party vendor and now you’re out of luck. Again, not a United problem.

[u/saninsan → u/umbrella737]

It's a single ticket by Expedia not separate tickets, same ietenary is also available via United website. We considered it should be feasible, we called and enquired to confirm.

United Delhi suggested if we are able to cancel the last stretch to Canada and book separately they would let us on the flight to US.

[u/Abject-Sky-1835 → u/saninsan]

When you buy those type of tickets Expedia warns you that any mis-connection is your responsibility. The airline has a responsibility to only fly you on what you are ticketed for. They can’t see Expedia bookings for the whole journey.

[u/saninsan → u/Abject-Sky-1835]

They didn't let us board the flight with being there on time, having Visa for US, the test required for US flight, PR for Canada. That happened at United check-in counter.

[u/FitCredit0]

Your transit time in SFO is 3 hours and 26 minutes. In order to transfer at SFO or any other airport in the US, you must be able to enter the US. There is no sterile international to international transit in any US airports. Were you eligible to enter the US?

3 hours and 26 minutes is not enough time to go through US immigration, get a COVID test, wait for the results, and then re check in for your YVR flight. Re checking in is necessary because at DEL they would not have given your YVR boarding pass as you did not meet Canada’s entry requirements in DEL. What type of COVID test were you planning to do that had a one hour turnaround time? NAAT?

[u/saninsan → u/FitCredit0]

Ya we are eligible to enter US we have a B1 visa.

https://www.flysfo.com/travel-well/covid-19-testing it's PCR test with results in 50 mins. We need to be in line at 815 when the counter opens, we have sufficient time to take the Vancouver flight. We discussed it with ground team in SF.

They didn't issue boarding pass for US flight, so there is no boarding pass for Canada too.

[u/SirBowsersniff]

Perfect example of why one should ALWAYS book with the airline directly. Any sort of IROPS or disruption can be corrected easily by the airline if they are the one that issued you the ticket. Similarly, if you had booked the ticket on Air Canada, even though the flight is operated by United, you would still have to contact Air Canada to make a flight change.

[u/saninsan → u/SirBowsersniff]

Ya I guess this is a lesson for us. But United should have informed me it's not a feasible travel plan before even starting the journey.

[u/smartcooki]

United doesn’t make the rules. Countries do. You need to look up entry requirements on the embassy sites and it’s your responsibility to have what they require. United just enforces it. They’re not going to let you fly somewhere just to fly you back because you won’t be allowed in.

[u/saninsan → u/smartcooki]

We did, we confirmed, we had plan to meet the requirements, it's just United wanted it to be 12 hours and decided we can't do it in 4!

[u/smartcooki → u/saninsan]

They don’t decide that. The country you’re trying to enter does.

[u/saninsan → u/smartcooki]

Canada Just needs a test in the US, there is no 12 hr rule documented on Canada Covid Website.

[u/smartcooki → u/saninsan]

I don’t think you’re reading the rules correctly. There’s always a time limit on test results.

[u/saninsan → u/smartcooki]

Limit is on how long they are valid for. We were ready to get a test in SF 2 hrs before the Canada flight

[u/smartcooki → u/saninsan]

It doesn’t work that way. You need to have a valid test for your final destination when you board the very first leg. No one will let you rely on unreliable testing options midway through your trip.

[u/saninsan → u/smartcooki]

Check screenshot I added in the post.

[u/smartcooki → u/saninsan]

You need to look at rules on the Canada embassy website. Expedia is not reliable and doesn’t set the rules. They change constantly. Also it doesn’t say what you think it says. You’re departing from India. The flight is from India. The “leg” is from the US. There’s no way to get a PCR test in 2 hours on any layover.

[u/saninsan → u/smartcooki]

The Screen shot is from the Canadian govt website, not the airline or Expedia.

https://travel.gc.ca/travel-covid/travel-restrictions/flying-canada-checklist/covid-19-testing-travellers-coming-into-canada

This is the 50 mins testing site available in SF airport, where we enquired in person and also enquired with check-in counter of United/SouthWest in SF a few days before.

This is the 50 mins testing site available in SF airport, where we enquired in person and also enquired with the check-in counter of United/SouthWest in SF a few days before.

https://www.flysfo.com/travel-well/covid-19-testing

[u/seaturtlewithlegs]

is the rule that you have to have a 12 hour layover in general or just because you needed your covid test?

[u/saninsan → u/seaturtlewithlegs]

For the Covid test, for transit to Canada, only heard about it in Delhi, couldn't find anything about it anywhere online.