Stranded...

[DrA]

Yesterday our United flight from Guam to Chuuk was diverted, which United claims was weather related. We were diverted to Pohnpei, and told to deplane and that the local ground crew would sort us out. They didn't. We were told that because it was a weather related incident that they were under no obligation to provide us with any ground support. There was literally not enough hotel rooms in Pohnpei to put up the 70+ passengers who were left stranded. Some people couldn't find any accommodation last night. I just spent the night sleeping (or not sleeping) on the floor of a random stranger's hotel room. We were forced to make all of our own arrangements when left at the airport, as United said they weren't obliged to provide any hotel or food vouchers or anything like that.

Is this actually for real? I spoke to my travel agent back in Sydney, and was told that United were required to provide support for us. What support does that legally entail? We've been told nothing. Most people on the flight don't have enough money on them to pay for hotels and food for an undetermined amount of time - especially the locals.

We're all crossing our fingers that United sends a rescue flight from Guam today, because there's a LOT of people left stranded here, and the next 2 scheduled flights are apparently already totally overbooked, so we can't get out on them. Does anyone know what general airline policy is on rescue flights?

 

[opusman]

Rule 24 of the Contract of Carriage would seem to apply, and it does unfortunately sound like if the circumstances are outside their control they have no obligation to pay for hotels or food.

 

[DrA]

So their only obligation is to actually get us out of here. Except that doesn't seem to be happening. The island hopper flights that operate every 2-3 days are fully booked, there's no seats on them to put 70+ people on to. And they're huffing and puffing about sending a rescue flight - which as I see it, is really the only option given the number of passengers that we're talking about. Is there any obligation in that context?

 

[opusman]

I don't think so:

Force Majeure Event - In the event of a Force Majeure Event, UA without notice, may cancel, terminate, divert,postpone, or delay any flight, right of carriage or reservations (whether or not confirmed) and determine if anydeparture or landing should be made, without any liability on the part of UA. UA may re-accommodate Passengers onanother available UA flight or on another carrier or combination of carriers, or via ground transportation, or may refundany unused portions of the Ticket in the form of a travel certificate

They may get you out of there, or they may just give you a refund and let you work it out yourself

Of course if enough passengers start talking about legal action they may decide to expedite things.

 

[wooley]

Oh dear. I can't help you sorry, but I'm definitely intrigued to hear the outcome.

 

[Craigie]

Wow.

I do hate the media but how long do you give it before you start making some noise? That might make United start to care a little more

If there was ever a story to sensationalize this would be it

 

[Reise]

Recognising the Force Majeure provisions I would be inclined to investigate whether the weather event can be classed as such. i.e. should United have left Guam in the first place. My questions would surround the state of weather activity around Chuuk at the time of flight departure e.g. when notification of conditions was broadcast and reconcile this with your time expected flying time and time of departure. If events were reasonably foreseeable then you may have a position with respect to discounting the airline's reliance on Force Majeure provisions as a way of not helping you out and give you some leverage in terms of getting action. As wooley said I will be intrigued to hear the outcome.

 

[Mattg]

This is quite disgraceful. I can't believe United can get away with this.

Hope you make it out soon.

 

[opusman]

Interestingly the weather reports for Chuuk around that time don't seem like anything out of the ordinary to me:



Click to embiggen. UA155 on 10/6 departed Guam at 9:39am or just before midnight UTC according to FlightAware. Unfortunately the FlightAware records only go back to 03:50 UTC so hard to know for sure.

 

[MEL_Traveller]

Yesterday our United flight from Guam to Chuuk was diverted, which United claims was weather related. We were diverted to Pohnpei, and told to deplane and that the local ground crew would sort us out. They didn't. We were told that because it was a weather related incident that they were under no obligation to provide us with any ground support. There was literally not enough hotel rooms in Pohnpei to put up the 70+ passengers who were left stranded. Some people couldn't find any accommodation last night. I just spent the night sleeping (or not sleeping) on the floor of a random stranger's hotel room. We were forced to make all of our own arrangements when left at the airport, as United said they weren't obliged to provide any hotel or food vouchers or anything like that.

Is this actually for real? I spoke to my travel agent back in Sydney, and was told that United were required to provide support for us. What support does that legally entail? We've been told nothing. Most people on the flight don't have enough money on them to pay for hotels and food for an undetermined amount of time - especially the locals.

We're all crossing our fingers that United sends a rescue flight from Guam today, because there's a LOT of people left stranded here, and the next 2 scheduled flights are apparently already totally overbooked, so we can't get out on them. Does anyone know what general airline policy is on rescue flights?

This is one of those situations where you have to make the best you can at the time, and sort out the compensation angle and lessons learned at a later stage.

If hotels are fully booked what are they supposed to do anyway? even if they owed you accommodation, they can't create it. I think you have enough to go on to make your own arrangements and claim back from insurance (if you can find anything).

Why did they take off in the first place and related questions... I'd be keeping my ear to the ground to see if you can find out the answers, but otherwise it's something to be looked at and sorted out once you get to the mainland.

 

[Buzzard]

I would look at putting something on their social media page.

 

[NM]

So their only obligation is to actually get us out of here. Except that doesn't seem to be happening. The island hopper flights that operate every 2-3 days are fully booked, there's no seats on them to put 70+ people on to. And they're huffing and puffing about sending a rescue flight - which as I see it, is really the only option given the number of passengers that we're talking about. Is there any obligation in that context?

Why would there be a need for a "rescue flight"? If you ended up there because a weather event at the final destination, then why can't the same aircraft and crew be used to complete the journey once the weather event has passed? If there is a mechanical problem with the aircraft or issues with operating crew that prevents it from completing the original journey, then it would seem that the airline can no longer claim the delays are the result of a weather event outside their control.

 

[opusman]

Why would there be a need for a "rescue flight"? If you ended up there because a weather event at the final destination, then why can't the same aircraft and crew be used to complete the journey once the weather event has passed?

The route seems to be GUM-TKK-PNI-KSA - so they didn't divert from their final destination, just skipped one of the intermediate stops.

 

[dk4]

This is how the airline industry operates in the USA.

Anything weather related and you are on your own - other than UA booking you onto the "next available" seat or offering a refund (and leaving you to find your own alternative) and if you ask for it - a coupon for "distressed passenger rate" at a nearby motel (if beds are available).

When the LCC's (particularly Jetstar) tried to implement the same weather standards here in Australia, there was a media "storm" about it, so no airline in Australia is likely to take the same approach here thankfully. However, it is completely common practice in the USA, and they have big weather events there too (like snow storms closing airports, congesting networks and passengers camped out on terminal floors for days).

Can you speak with your travel insurance provider?

 

[MEL_Traveller]

This is how the airline industry operates in the USA.

Anything weather related and you are on your own - other than UA booking you onto the "next available" seat or offering a refund (and leaving you to find your own alternative)

However... it has to be said that US based airlines booking the 'next available' service is actually far beyond what we experience in Australia. For a weather delay in America, UA took my USDM award ticket and offered seats on BA or AA, via four different international gateways, just to get me where I needed to go (transatlantic). I appreciate they probably don't pay full revenue for those... but it's not the sort of thing we are used to here in Australia.

 

[drron]

Wow and we thought US was bad.

 

[DrA]

Ok, so I got out. I'm not proud of it particularly, but I got to the point where I just said "how much will it cost me to get on the plane?". I'd been messed about so much by that stage with United telling me I had a confirmed seat, then backtracking 10 minutes later. There were maybe 15-18 people who got out today, but there's still 50+ people stuck in Pohnpei. There's no accommodation left as of tomorrow, because there's some huge conference on and everyone's going to be out of luck tomorrow. United are just shrugging their shoulders. They're refusing to put on a rescue flight from Guam to get everyone.

I appreciate the Force Majeur situation, but it's been handled horrificly on the ground.

 

[robd]

Ok, so I got out. I'm not proud of it particularly, but I got to the point where I just said "how much will it cost me to get on the plane?". I'd been messed about so much by that stage with United telling me I had a confirmed seat, then backtracking 10 minutes later. There were maybe 15-18 people who got out today, but there's still 50+ people stuck in Pohnpei. There's no accommodation left as of tomorrow, because there's some huge conference on and everyone's going to be out of luck tomorrow. United are just shrugging their shoulders. They're refusing to put on a rescue flight from Guam to get everyone.

I appreciate the Force Majeur situation, but it's been handled horrificly on the ground.

I've been following your plight with interest. Good news! I hope your travel insurance kicks in as it should. United needs a good kick in the ar$e for this.

 

[docjames]

Can we ask the cost to get out? Was it to buy a seat or to expedite assistance from the ground staff?

And I'm still unclear why the original aircraft hasn't/can't fly out? Is the 737 still sitting on the ground there?


I'm also surprised UA hasn't arranged a rescue flight. Not astounded but mildly surprised.

 

[DrA]

Why would there be a need for a "rescue flight"? If you ended up there because a weather event at the final destination, then why can't the same aircraft and crew be used to complete the journey once the weather event has passed? If there is a mechanical problem with the aircraft or issues with operating crew that prevents it from completing the original journey, then it would seem that the airline can no longer claim the delays are the result of a weather event outside their control.

Flight goes Guam-Chuuk-Pohnpei-Kosrae-Kwaj-Majuro-Honolulu. They refused to try again at Chuuk because of fuel and pilot flying hours. Which I totally understand, but the issue was the way United handled the stranded passengers in Pohnpei.