UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit
#1
Moderator: United MileagePlus
Original Poster
Join Date: Oct 2004
Location: Clinging to the edifices of a decadent past from the biggest city in America nobody really cares about.
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UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit
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Moderator Note: UA Insider's response from this thread (and subsequent posts) have been moved to this one.
Additional Update (7/19/12): UA Insider's post from 7/19/12 has been been copied to the top of this thread.
.Additional Update (7/19/12): UA Insider's post from 7/19/12 has been been copied to the top of this thread.
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Last edited by J.Edward; Jul 19, 2012 at 7:01 pm
#2
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit
Hi Everyone, over the weekend, we discovered a united.com programming error that allowed customers to obtain Mileage Plus travel awards to and from Hong Kong for as little as four miles roundtrip per person, substantially below published levels, which we disclose to customers. We have since corrected the error and will be in contact with customers who have tickets issued at the incorrect award amounts. Customers will be given the choice to redeem at the correct mileage amount or re-deposit their award with all fees waived. We regret any inconvenience this has caused you, and appreciate your understanding.
Shannon Kelly
Director, Customer Insights
United Airlines
Shannon Kelly
Director, Customer Insights
United Airlines
#3
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit
Hi Everyone, I want to provide you with a further update on our Hong Kong award programming error from this past weekend. Specifically here’s how we are proceeding with these reservations:
We hope you’ll agree this was a unique circumstance. Unlike other widely reported “mistake fares,” the number of miles required for these awards – the correct purchase price – was clearly disclosed to customers throughout the MileagePlus award redemption process and is also available on our MileagePlus travel award chart.
We are in the process of communicating with affected customers at this time. Once again, we appreciate your understanding.
Shannon Kelly
Director, Customer Insights
United Airlines
- For those customers who had sufficient mileage in their account for the correct award amount, the correct amount of miles were deducted at the time of redemption. Any customers who do not intend to use the published number of miles for their ticket may cancel their reservation without paying a fee and we will refund all miles, taxes and fees.
- For those customers who did not have sufficient mileage in their account for the correct award amount, the correct amount of miles could not be deducted at the time of redemption. These tickets have been canceled for non-payment and all taxes and fees have been refunded.
- For those customers who have already begun travel, or are ticketed to begin travel on or before July 21, we will not cancel these tickets and will allow travel to be completed in full. This is intended as an accommodation to those customers whose travel is already underway or the departure date to begin travel is imminent.
We are in the process of communicating with affected customers at this time. Once again, we appreciate your understanding.
Shannon Kelly
Director, Customer Insights
United Airlines
#4
Join Date: Dec 2010
Location: LAX/VNY (Hometown: CAK)
Programs: Hyatt Explorist, IHG Platinum, Bonvoy Gold, Regal Diamond
Posts: 743
UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit
Hi Everyone, over the weekend, we discovered a united.com programming error that allowed customers to obtain Mileage Plus travel awards to and from Hong Kong for as little as four miles roundtrip per person, substantially below published levels, which we disclose to customers. We have since corrected the error and will be in contact with customers who have tickets issued at the incorrect award amounts. Customers will be given the choice to redeem at the correct mileage amount or re-deposit their award with all fees waived. We regret any inconvenience this has caused you, and appreciate your understanding.
Shannon Kelly
Director, Customer Insights
United Airlines
Shannon Kelly
Director, Customer Insights
United Airlines
Last edited by J.Edward; Jul 16, 2012 at 8:43 pm
#5
 
Join Date: Nov 2000
Location: Upcountry Maui, HI
Posts: 13,292
Hi Everyone, over the weekend, we discovered a united.com programming error that allowed customers to obtain Mileage Plus travel awards to and from Hong Kong for as little as four miles roundtrip per person, substantially below published levels, which we disclose to customers. We have since corrected the error and will be in contact with customers who have tickets issued at the incorrect award amounts. Customers will be given the choice to redeem at the correct mileage amount or re-deposit their award with all fees waived. We regret any inconvenience this has caused you, and appreciate your understanding.
Shannon Kelly
Director, Customer Insights
United Airlines
Shannon Kelly
Director, Customer Insights
United Airlines
-David
#6
Suspended
Join Date: Jul 2012
Posts: 30
Hi Everyone, over the weekend, we discovered a united.com programming error that allowed customers to obtain Mileage Plus travel awards to and from Hong Kong for as little as four miles roundtrip per person, substantially below published levels, which we disclose to customers. We have since corrected the error and will be in contact with customers who have tickets issued at the incorrect award amounts. Customers will be given the choice to redeem at the correct mileage amount or re-deposit their award with all fees waived. We regret any inconvenience this has caused you, and appreciate your understanding.
Shannon Kelly
Director, Customer Insights
United Airlines
Shannon Kelly
Director, Customer Insights
United Airlines
#7
Join Date: Feb 2010
Location: Vancouver, Canada
Programs: Hilton G/SPG G/IHG RA/Accor P/Aeroplan Elite/CZ S
Posts: 73
eipsode 2 begins
BTW is this official?
BTW is this official?
#9
Join Date: Apr 2007
Location: USA
Programs: 1K 1MM; Bonvoy Ambassador; Nat'l EE; Hertz PC; Hyatt Globalist
Posts: 2,461
Hi Everyone, over the weekend, we discovered a united.com programming error that allowed customers to obtain Mileage Plus travel awards to and from Hong Kong for as little as four miles roundtrip per person, substantially below published levels, which we disclose to customers. We have since corrected the error and will be in contact with customers who have tickets issued at the incorrect award amounts. Customers will be given the choice to redeem at the correct mileage amount or re-deposit their award with all fees waived. We regret any inconvenience this has caused you, and appreciate your understanding.
Shannon Kelly
Director, Customer Insights
United Airlines
Shannon Kelly
Director, Customer Insights
United Airlines
Haha. Have fun with trying to do that. I'll be in the wings waiting.
#10
Join Date: May 2011
Posts: 889
Stage 1: Damage control: see who gives up their rewards voluntarily...
#12
Join Date: Dec 2004
Programs: UA-1K, MM, Hilton-Diamond, Marriott-Titanium
Posts: 4,417
Buckle your seat belts it's going to be a bumpy ride....
#14
Join Date: May 2009
Location: South Park, CO
Programs: Tegridy Elite
Posts: 5,678
It will be interesting to see how this test case plays out with the DOT.
#15
Join Date: Nov 2008
Location: Home Airports: CAE/CLT
Programs: Hyatt Globalist, National Executive
Posts: 5,452
Hi Everyone, over the weekend, we discovered a united.com programming error that allowed customers to obtain Mileage Plus travel awards to and from Hong Kong for as little as four miles roundtrip per person, substantially below published levels, which we disclose to customers.