Issue With an Award Flight You Booked on a Partner Airline? We’ll Tell You Who to Call!

When you use miles or points to book a flight on a partner airline, like a United Airlines flight using Singapore Airlines miles, knowing which airline to call when a problem arises can be confusing.

Million Mile Secret Agent Rich asked:

If I book an American Airlines flight using British Airways Avios points, and there’s a problem with the flight, who do I call?  Should I try and resolve the problem with American Airlines or British Airways?

Thanks for the question, Rich!

Who to Call Depends on What You Need

If there’s an issue with an award flight you booked on a partner airline, like a cancellation, delay, or misconnection, you should deal with the airline you’re flying with.

In Rich’s case, he should contact American Airlines if there’s a problem with his American Airlines flight.  Even if he booked the ticket using British Airways Avios points.

The only reason he’d need to call British Airways is if there was an issue with the booking, like needing to change or cancel the flight.

So, if it’s a flight matter, contact the airline you’re flying with.  NOT the airline you booked the ticket through.  But if it’s a booking issue, contact the airline you booked with.

Of course, there may be a few exceptions to this rule.  But those are rare and will be few and far between!

Bottom Line

If there’s an issue with your flight, you might wonder which airline to call when you’ve used miles or points to book a flight on a partner airline.  Do you call the airline you’re flying with?  Or the airline you booked the ticket with?

Generally, you deal with the airline you’re flying if there’s a flight issue, like a cancellation, delay, or misconnection.  And you call the airline you booked with if you have a booking issue, like needing to change or cancel your ticket.