Feb 11, 2015, 11:49 am
Last edit by: drewguy
If you've never gone through this process read this before posting!
Note: Please consider that with high probability, United is monitoring this thread, so please pay attention on what you post!
DOT Investigation Updates
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According to USA Today, Ben Mutzabaugh:
Note that United has also accidentally cancelled "legitimate" tickets paid for in USD, purchased in USD from LHR... Please check your other tickets if purchased today to ensure they were not unilaterally cancelled.
However, there is no chance at all that you can have your tickets re-instated if you complain to DOT on the basis of DOT rule § 399.88:
Form for filing DOT complaint. File complaint as soon as your ticket is cancelled.
Link to PDF of enforcement bodies for European customers affected. File complaint as soon as your ticket is cancelled.
Tips for DOT Complaint:
Template For Complaint:
-----
Tips for retrieving your ticket number:
https://www.united.com/web/en-US/app...NRCD=2/11/2015
Freedom of Information Act Request
File #2015-147, Office of the Secretary of Transportation - Receipt acknowledged 3/13/15
http://www.dot.gov/individuals/foia/office-secretary-foia-information
Relevant excerpt from my request on 2/24/15. There no need for multiple requests for the same thing, though feel free to request more or different information obviously. I'll post any updates as I get them.
"Under the Freedom of Information Act, 5 U.S. C. subsection 552, I am requesting access to any and all records of correspondence, including electronic, between anyone working for, or on the behalf of, United Airlines and its subsidiaries, and with anyone working for, or on the behalf of, the Department of Transportation; specifically this would include only the date range beginning on February 11th, 2015 through and including February 24th, 2015.
In addition, I am requesting access to any and all internal records and correspondence in relation to coming to the decision made on February 23rd, 2015 regarding the Office of Aviation Enforcement and Proceedings Determination Regarding United Airlines Mistaken Fare, with the exception of any of the consumer submitted complaints via phone, email, website, or letter. Specifically, this would be any records beginning on February 11th, 2015 through and including February 24th, 2015."
Note: Please consider that with high probability, United is monitoring this thread, so please pay attention on what you post!
DOT Investigation Updates
- 02/23/15: DOT says UA does not have to honor the fare; link to DOT's full explanation (pdf)
- 02/12/15: DOT Statement
- 02/12/15: fox news mentions DOT investigation and mention update by 5:00 pm ET -- posted by xSTRIKEx6864
- 02/12/15: Fox news clip -- posted by FlyingLasse
- 02/12/15: Another clip on fox news interviewing the pointsguy -- posted by FlyingLasse
- 02/12/15: Person in charge at the dot is Alex Taday (don't bombard him with email - or we will all regret it) -- posted by sonofzeus
- 02/12/15: Fox News update: UA honoring fares will depends on complaints made at the DOT.... -- posted by synd
-------
According to USA Today, Ben Mutzabaugh:
United is voiding the bookings of several thousand individuals who were attempting to take advantage of an error a third-party software provider made when it applied an incorrect currency exchange rate, despite United having properly filed its fares. Most of these bookings were for travel originating in the United Kingdom, and the level of bookings made with Danish Kroner as the local currency was significantly higher than normal during the limited period that customers made these bookings.
However, there is no chance at all that you can have your tickets re-instated if you complain to DOT on the basis of DOT rule § 399.88:
§ 399.88 Prohibition on post-purchase price increase.
(a) It is an unfair and deceptive practice within the meaning of 49 U.S.C. 41712 for any seller of scheduled air transportation within, to or from the United States, or of a tour (i.e., a combination of air transportation and ground or cruise accommodations), or tour component (e.g., a hotel stay) that includes scheduled air transportation within, to or from the United States, to increase the price of that air transportation, tour or tour component to a consumer, including but not limited to an increase in the price of the seat, an increase in the price for the carriage of passenger baggage, or an increase in an applicable fuel surcharge, after the air transportation has been purchased by the consumer, except in the case of an increase in a government-imposed tax or fee. A purchase is deemed to have occurred when the full amount agreed upon has been paid by the consumer.
(a) It is an unfair and deceptive practice within the meaning of 49 U.S.C. 41712 for any seller of scheduled air transportation within, to or from the United States, or of a tour (i.e., a combination of air transportation and ground or cruise accommodations), or tour component (e.g., a hotel stay) that includes scheduled air transportation within, to or from the United States, to increase the price of that air transportation, tour or tour component to a consumer, including but not limited to an increase in the price of the seat, an increase in the price for the carriage of passenger baggage, or an increase in an applicable fuel surcharge, after the air transportation has been purchased by the consumer, except in the case of an increase in a government-imposed tax or fee. A purchase is deemed to have occurred when the full amount agreed upon has been paid by the consumer.
Link to PDF of enforcement bodies for European customers affected. File complaint as soon as your ticket is cancelled.
Tips for DOT Complaint:
- File on DOT for every ticket number affected.
- If you have one reservation with four people traveling (four tickets) file 4 DOT complaints, one per ticket.
- If you have separate reservations, file a DOT complaint for each.
- The DOT complaint website may take several minutes to load, depending on demand.
- When you go to upload a file, be careful as it will reset all your radio buttons. So, if you want a copy of the complaint, make sure you double check that "Yes" is still selected before submitting, especially if you upload a file.
Template For Complaint:
United has unilaterally cancelled my ticket without my consent.
Facts:
1. The ticket was ticketed (had a ticket number).
2. I received a confirmation number, ticket number, and emails stating both
3. The ticket was paid for and my credit card charged.
United must reinstate the ticket within its original cabin. This trip is for travel TO the United States.
At no time during the booking process was any other fare than the Danish Krone equivalent displayed. As a reasonable, prudent consumer, I believed I was paying the price displayed to me on the website. United never sent or displayed the equivalent fare in any other currency.
Trip Details
Ticket #: 016XXXXXXXXXX
PNR: XXXXXX
Routing: LHR-EWR-LAX-HNL
Attachments: Attached is a document showing the ticket, routing, and providing proof that the reservation was ticketed.
Filename: Cancelled - UA Reservation - LHR-EWR-LAX-HNL - XXXXXX - 016XXXXXXXXXX.pdf
+-------------------------------------------------------+
| Relevant Law |
| http://www.law.cornell.edu/cfr/text/14/399.88 |
+-------------------------------------------------------+
§ 399.88 Prohibition on post-purchase price increase.
(a) It is an unfair and deceptive practice within the meaning of 49 U.S.C. 41712 for any seller of scheduled air transportation within, to or from the United States, or of a tour (i.e., a combination of air transportation and ground or cruise accommodations), or tour component (e.g., a hotel stay) that includes scheduled air transportation within, to or from the United States, to increase the price of that air transportation, tour or tour component to a consumer, including but not limited to an increase in the price of the seat, an increase in the price for the carriage of passenger baggage, or an increase in an applicable fuel surcharge, after the air transportation has been purchased by the consumer, except in the case of an increase in a government-imposed tax or fee. A purchase is deemed to have occurred when the full amount agreed upon has been paid by the consumer.
+-------------------------------------------------------+
| Relevant FAQ |
| http://airconsumer.ost.dot.gov/rules/EAPP_2_FAQ.pdf |
+-------------------------------------------------------+
Does the prohibition on post-purchase price increases in section 399.88(a) apply in the situation where a carrier mistakenly offers an airfare due to a computer problem or human error and a consumer purchases the ticket at that fare before the carrier is able to fix the mistake?
Section 399.88(a) states that it is an unfair and deceptive practice for any seller of scheduled air transportation within, to, or from the United States, or of a tour or tour component that includes scheduled air transportation within, to, or from the United States, to increase the price of that air transportation to a consumer after the air transportation has been purchased by the consumer, except in the case of a government-imposed tax or fee and only if the passenger is advised of a possible increase before purchasing a ticket. A purchase occurs when the full amount agreed upon has been paid by the consumer. Therefore, if a consumer purchases a fare and that consumer receives confirmation (such as a confirmation email and/or the purchase appears on their credit card statement or online account summary) of their purchase, then the seller of air transportation cannot increase the price of that air transportation to that consumer, even when the fare is a “mistake.”
Facts:
1. The ticket was ticketed (had a ticket number).
2. I received a confirmation number, ticket number, and emails stating both
3. The ticket was paid for and my credit card charged.
United must reinstate the ticket within its original cabin. This trip is for travel TO the United States.
At no time during the booking process was any other fare than the Danish Krone equivalent displayed. As a reasonable, prudent consumer, I believed I was paying the price displayed to me on the website. United never sent or displayed the equivalent fare in any other currency.
Trip Details
Ticket #: 016XXXXXXXXXX
PNR: XXXXXX
Routing: LHR-EWR-LAX-HNL
Attachments: Attached is a document showing the ticket, routing, and providing proof that the reservation was ticketed.
Filename: Cancelled - UA Reservation - LHR-EWR-LAX-HNL - XXXXXX - 016XXXXXXXXXX.pdf
+-------------------------------------------------------+
| Relevant Law |
| http://www.law.cornell.edu/cfr/text/14/399.88 |
+-------------------------------------------------------+
§ 399.88 Prohibition on post-purchase price increase.
(a) It is an unfair and deceptive practice within the meaning of 49 U.S.C. 41712 for any seller of scheduled air transportation within, to or from the United States, or of a tour (i.e., a combination of air transportation and ground or cruise accommodations), or tour component (e.g., a hotel stay) that includes scheduled air transportation within, to or from the United States, to increase the price of that air transportation, tour or tour component to a consumer, including but not limited to an increase in the price of the seat, an increase in the price for the carriage of passenger baggage, or an increase in an applicable fuel surcharge, after the air transportation has been purchased by the consumer, except in the case of an increase in a government-imposed tax or fee. A purchase is deemed to have occurred when the full amount agreed upon has been paid by the consumer.
+-------------------------------------------------------+
| Relevant FAQ |
| http://airconsumer.ost.dot.gov/rules/EAPP_2_FAQ.pdf |
+-------------------------------------------------------+
Does the prohibition on post-purchase price increases in section 399.88(a) apply in the situation where a carrier mistakenly offers an airfare due to a computer problem or human error and a consumer purchases the ticket at that fare before the carrier is able to fix the mistake?
Section 399.88(a) states that it is an unfair and deceptive practice for any seller of scheduled air transportation within, to, or from the United States, or of a tour or tour component that includes scheduled air transportation within, to, or from the United States, to increase the price of that air transportation to a consumer after the air transportation has been purchased by the consumer, except in the case of a government-imposed tax or fee and only if the passenger is advised of a possible increase before purchasing a ticket. A purchase occurs when the full amount agreed upon has been paid by the consumer. Therefore, if a consumer purchases a fare and that consumer receives confirmation (such as a confirmation email and/or the purchase appears on their credit card statement or online account summary) of their purchase, then the seller of air transportation cannot increase the price of that air transportation to that consumer, even when the fare is a “mistake.”
Tips for retrieving your ticket number:
- paste(right click copy link location first) following link into your web browser
- change XXXXXX next to COPNR= for your reservation number and LASTNAME next to LN= for you SURNAME
- go to the webpage address you have just created
https://www.united.com/web/en-US/app...NRCD=2/11/2015
Originally Posted by MatthewLAX
Originally Posted by MatthewLAX View Post
R E L A X
Breathe deep.
Congrats on all who got in.
Now comes the fun part.
1. Discovery - mistake fare is posted on FT. Novices frantically checks how much vacation time they have and if the dates of availability mesh with their schedules. Experienced FTers just book it and worry about contacting spouses or their boss later. Word spreads like wildfire.
2. Excitement - Tickets purchased, confirmation emails received and dates of travel shared with other FTers. Discussions of what to see and do and where to stay crop up in other threads. Novices contact source to change seats or inquire about upgrades, Seasoned FTers sit back and enjoy reading the discussion threads.
3. Stress Stage 1 - Concern over paper ticket delivery - Novices Frantically check otheFedEx website every few hours, constant monitoring of driveway for FedEx truck. Seasoned FT veterans sit back and relax.
4. Glee and happiness - Paper tickets in hand, vacation request submitted, spouses finally informed, hotel reservations made and bragging to friends and co-workers begins. Both novices and experts get very excited.
5. Stress Stage 2 - Rumors of fare not being honored, discussion threads about the airline and ticketing agency ensue. Rumors crop up like crabgrass at this stage. Many FTers begin to worry excessively about whether or not the trip will happen. Novices make non-refundable and financial committments to their trip. Seasoned FTers make mixed drinks (and maybe a sandwich) and is patient.
6. Reality Check - Accurate information is obtained - usually takes place a week to 10 days after mistake fare is published. Confirmed information from the source as to whether or not tickets will be honored.
7a. Pure Joy (Icelandair style- Fare is Honored) - Lots of happy people, FT threads on shared information regarding hotels, restaurants, tours, etc. Jealousy from others sets in. First "FT guinea pigs" embark, post confirmation threads that all is ok.
7b Hostile Feelings (Copa Airlines Style - fare is not honored) - Many angry and disappointed FTers. Refunds are issued. Novices have multiple discussion threads of lawsuits and hostile correspondence, FT pros mutter "c'est la vie" and look for the next fare mistake.
8a Success (Honored) - Trip Report thread becomes very active
R E L A X
Breathe deep.
Congrats on all who got in.
Now comes the fun part.
1. Discovery - mistake fare is posted on FT. Novices frantically checks how much vacation time they have and if the dates of availability mesh with their schedules. Experienced FTers just book it and worry about contacting spouses or their boss later. Word spreads like wildfire.
2. Excitement - Tickets purchased, confirmation emails received and dates of travel shared with other FTers. Discussions of what to see and do and where to stay crop up in other threads. Novices contact source to change seats or inquire about upgrades, Seasoned FTers sit back and enjoy reading the discussion threads.
3. Stress Stage 1 - Concern over paper ticket delivery - Novices Frantically check otheFedEx website every few hours, constant monitoring of driveway for FedEx truck. Seasoned FT veterans sit back and relax.
4. Glee and happiness - Paper tickets in hand, vacation request submitted, spouses finally informed, hotel reservations made and bragging to friends and co-workers begins. Both novices and experts get very excited.
5. Stress Stage 2 - Rumors of fare not being honored, discussion threads about the airline and ticketing agency ensue. Rumors crop up like crabgrass at this stage. Many FTers begin to worry excessively about whether or not the trip will happen. Novices make non-refundable and financial committments to their trip. Seasoned FTers make mixed drinks (and maybe a sandwich) and is patient.
6. Reality Check - Accurate information is obtained - usually takes place a week to 10 days after mistake fare is published. Confirmed information from the source as to whether or not tickets will be honored.
7a. Pure Joy (Icelandair style- Fare is Honored) - Lots of happy people, FT threads on shared information regarding hotels, restaurants, tours, etc. Jealousy from others sets in. First "FT guinea pigs" embark, post confirmation threads that all is ok.
7b Hostile Feelings (Copa Airlines Style - fare is not honored) - Many angry and disappointed FTers. Refunds are issued. Novices have multiple discussion threads of lawsuits and hostile correspondence, FT pros mutter "c'est la vie" and look for the next fare mistake.
8a Success (Honored) - Trip Report thread becomes very active
Freedom of Information Act Request
File #2015-147, Office of the Secretary of Transportation - Receipt acknowledged 3/13/15
http://www.dot.gov/individuals/foia/office-secretary-foia-information
Relevant excerpt from my request on 2/24/15. There no need for multiple requests for the same thing, though feel free to request more or different information obviously. I'll post any updates as I get them.
"Under the Freedom of Information Act, 5 U.S. C. subsection 552, I am requesting access to any and all records of correspondence, including electronic, between anyone working for, or on the behalf of, United Airlines and its subsidiaries, and with anyone working for, or on the behalf of, the Department of Transportation; specifically this would include only the date range beginning on February 11th, 2015 through and including February 24th, 2015.
In addition, I am requesting access to any and all internal records and correspondence in relation to coming to the decision made on February 23rd, 2015 regarding the Office of Aviation Enforcement and Proceedings Determination Regarding United Airlines Mistaken Fare, with the exception of any of the consumer submitted complaints via phone, email, website, or letter. Specifically, this would be any records beginning on February 11th, 2015 through and including February 24th, 2015."
[PREM FARE GONE] UA: NCL-EWR 600 DKK (mistaken fare) DOT ruled; see wiki for link
Feb 11, 2015, 3:02 pm
#1501
Join Date: Jul 2005
Location: SAN
Programs: UA 1MM/1K, HH Diamond
Posts: 6,830
well, for one...UA offers a 24 hour cancellation policy. I'm pretty sure it can be reversed.
second, about half of the "errors" historically were not honored. so it isn't as if this is a slam dunk. if I had to guess, I would say the tickets will not be honored. and there is no way LH will allow patrons to fly F for $45.
but as I have stated up thread. I am curious to see how this plays out.
second, about half of the "errors" historically were not honored. so it isn't as if this is a slam dunk. if I had to guess, I would say the tickets will not be honored. and there is no way LH will allow patrons to fly F for $45.
but as I have stated up thread. I am curious to see how this plays out.
Feb 11, 2015, 3:02 pm
#1502
FlyerTalk Evangelist
Join Date: Apr 2001
Location: NYC
Programs: Landry's President's Club, Marriott Silver, Awesomeness EXPLT
Posts: 20,401
Feb 11, 2015, 3:03 pm
#1503
Join Date: Aug 2009
Location: IAH
Programs: SPG Platinum, Hyatt Diamond, IHG Gold Ambassador, Marriott Gold
Posts: 519
Ugh... Made a rookie mistake. Before attempting to book tickets on the dates I could've been in London (Oct-Nov), I'd attempted to book multiple LHR-IAH RTs by 3/1. Of course, United pulled the deal right after I bought only one ticket. Don't think it makes sense to use miles or cash to position to London just for single round-trip so will have to cancel...
Congrats to all those who got tickets and who can actually take advantage of this!
Congrats to all those who got tickets and who can actually take advantage of this!
Feb 11, 2015, 3:05 pm
#1504
Join Date: Apr 2013
Posts: 209
http://www.marketwatch.com/story/uni...dist=afterbell
Google did a similar mistake once on their Hugnarian Google Play store. All the movies were for sale for pennies. They didnt convert the prices, they just simply switched the currency, so a 19,99 dollars movie became 19,99 HUF (~8 cents) movie.
Last edited by makos; Feb 11, 2015 at 3:12 pm
Feb 11, 2015, 3:05 pm
#1505
Join Date: Mar 2014
Location: Londinium
Programs: BAEC
Posts: 929
Re the United Agent
The poster is just telling us what he/she heard. Let's all chill.
If I get one of the three flights I booked in F I'll feel like I've hit the jackpot and saved a lot of money I can spend on other travel. If not, I'm still going to make two of three trips but will have to pay more and fly ex-EU to get a premium cabin fare within my price range
The poster is just telling us what he/she heard. Let's all chill.
If I get one of the three flights I booked in F I'll feel like I've hit the jackpot and saved a lot of money I can spend on other travel. If not, I'm still going to make two of three trips but will have to pay more and fly ex-EU to get a premium cabin fare within my price range
Feb 11, 2015, 3:05 pm
#1506
Join Date: Jan 2013
Location: MUC/SFO/GDN
Posts: 109
On the topic of flight changes, I was wondering how I should proceed with my tickets - being in the rush I have booked LHR-IAH-MIA tickets with ridiculously short transfer times in IAH - a bit over one hour each way. Impossible to make on onward flight (considering that I have to clear immigration, and I'm not US citizen/resident), and very risky on return.
Are they going to allow to change to earlier flights? Normally I would not worry, I know that if I miss those they have to put me on the next one, but my IAH-MIA flight is the last one of the day, so I would have to spend a night in Houston, and on return I'm likely to get rebooked into Economy on MIA-LHR.
Flights are in August, so there's a lot of time, but should I wait just a week or two until everything settles down and call them to change, or just show in the airport early, and ask for it? What are my chances of success?
Are they going to allow to change to earlier flights? Normally I would not worry, I know that if I miss those they have to put me on the next one, but my IAH-MIA flight is the last one of the day, so I would have to spend a night in Houston, and on return I'm likely to get rebooked into Economy on MIA-LHR.
Flights are in August, so there's a lot of time, but should I wait just a week or two until everything settles down and call them to change, or just show in the airport early, and ask for it? What are my chances of success?
Feb 11, 2015, 3:07 pm
#1508
Join Date: Sep 2012
Posts: 1,098
On the topic of flight changes, I was wondering how I should proceed with my tickets - being in the rush I have booked LHR-IAH-MIA tickets with ridiculously short transfer times in IAH - a bit over one hour each way.
Impossible to make on onwards flight (considering that I have to clear immigration, and I'm not US citizen/resident), and very risky on return.
Are they going to allow to change to earlier flights? Normally I would not worry, I know that if I miss those they have to put me on the next one, but my IAH-MIA flight is the last one of the day, so I would have to spend a night in Houston, and on return I'm likely to get rebooked into Economy on MIA-LHR.
Flights are in August, so there's a lot of time, but should I wait just a week or two until everything settles down and call them to change, or just show in the airport early, and ask for it? What are my chances of success?
Impossible to make on onwards flight (considering that I have to clear immigration, and I'm not US citizen/resident), and very risky on return.
Are they going to allow to change to earlier flights? Normally I would not worry, I know that if I miss those they have to put me on the next one, but my IAH-MIA flight is the last one of the day, so I would have to spend a night in Houston, and on return I'm likely to get rebooked into Economy on MIA-LHR.
Flights are in August, so there's a lot of time, but should I wait just a week or two until everything settles down and call them to change, or just show in the airport early, and ask for it? What are my chances of success?
Feb 11, 2015, 3:08 pm
#1509
Join Date: Dec 2008
Location: IAD,MOW
Programs: PMUA
Posts: 247
Feb 11, 2015, 3:08 pm
#1510
Join Date: Mar 2005
Location: ORD
Posts: 835
Feb 11, 2015, 3:10 pm
#1512
Join Date: Jul 2004
Location: NYS
Programs: UA 1K MM, IHG Plat Amb, HH Diamond
Posts: 311
I bought myself a ticket in F from LHR-EWR on the 20th of Feb. I then issued a reward in J to get over there all for a friends wedding. My fare was about $93. I then booked 2 F tickets for the couple to fly to Vegas on the 25th of Feb in F for a total of about $180. Both reservations included a ticketing fee of $40 per passenger.
I got the first email from UA confirming that the reservation was confirmed and that once the internal processing was done..... I never got the second email but all three are in my MP account as ticketed and confirmed with 016 ticket numbers.
I got the first email from UA confirming that the reservation was confirmed and that once the internal processing was done..... I never got the second email but all three are in my MP account as ticketed and confirmed with 016 ticket numbers.
Feb 11, 2015, 3:11 pm
#1513
Join Date: Sep 2007
Location: ORD
Programs: UA MM, AA PPro
Posts: 1,480
I think everyone needs to calm down here and take a step back. UA would be incredibly dumb to take any sort of punitive action against someone for booking this ticket as it would make the PR fallout even worse. I can't tell you if their going to honor it or not but the silliness needs to stop.
Cheers
Howie
Cheers
Howie
Feb 11, 2015, 3:12 pm
#1515
Join Date: Feb 2006
Posts: 222
I have a feeling it bodes well that this error was a result of a 3rd party. What does everyone else think?