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A United Airlines flight en route to China was forced to divert and land in San Francisco after the pilot realized they had forgotten their passport. The incident caused significant delays, leaving passengers frustrated and seeking compensation.
Mid-Flight Turnaround Disrupts Journey
Flight UA198, carrying 257 passengers, departed from Los Angeles International Airport at 2:00 PM local time on Saturday, March 22, for Shanghai. The 13.5-hour journey was progressing as scheduled until nearly two hours into the flight, when the aircraft made an abrupt U-turn. The Boeing 787-9, as shown by FlightRadar24 tracking data, had already flown over the Pacific Ocean before changing course back to California. The plane landed at San Francisco International Airport just before 5:00 PM.
Passenger Frustration and United Airlines Response
One passenger, venting their frustration on X (formerly Twitter), wrote:
“UA198 diverted to SFO because the pilot forgot his passport? Now stuck six plus hours. Completely unacceptable. United, what compensation are you offering for this total mishandling?”
In response, a United Airlines spokesperson replied:
“We sincerely apologize for this unexpected travel disruption” and offered to assist the passenger with an agent.
The same passenger later insisted that “all the passengers deserve compensation,” prompting United to provide a link detailing how affected travelers could request reimbursement.
United Airlines Explanation and Passenger Compensation
Passengers were informed about the diversion via a message from United Airlines, which was later shared by travel website View From The Wing. The message stated:
“Your flight diverted to San Francisco due to an unexpected crew-related issue requiring a new crew. Once they arrive, we’ll get you back on your way to Shanghai as soon as possible. We sincerely apologize for this disruption and appreciate your patience.”
Upon arrival in San Francisco, passengers were given meal vouchers worth $15 (approximately £11.57). A replacement flight eventually took off at 9:00 PM, arriving in Shanghai just before 1:00 AM local time the next day.
In a statement, a United Airlines spokesperson confirmed the reason for the diversion, “On Saturday, United flight 198 from Los Angeles to Shanghai landed at San Francisco International Airport as the pilot did not have their passport onboard. We arranged for a new crew to take our customers to their destination that evening. Customers were provided with meal vouchers and compensation.”
Not the First Incident of a Pilot Forgetting a Passport
This is not the first time a flight has been significantly disrupted due to a pilot lacking their necessary travel documents. In 2019, a flight from Ho Chi Minh City, Vietnam, to Incheon, South Korea, was delayed by 11 hours after a T’way Air pilot lost their passport. The pilot was unable to gain access to the airport, forcing all 160 passengers to wait overnight. The airline provided accommodations and breakfast while arranging for a replacement pilot. Disciplinary action was reportedly considered for the pilot responsible for the delay.
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