Hi
Everyone, as many of you have experienced, a couple different errors have surfaced in conjunction with our recent award changes. Understandably, both errors are cause for concern and are being addressed with the highest of priority. Here’s the latest status I have for each:
- Co-pays prompted for in error for Mileage Upgrade Awards. In this case, some of you are being asked for a credit card as payment when checking in, when in fact, no payment is required for Elites in domestic and a some Latin/Caribbean/Mexican/Central American markets. This prompt for payment is actually a bit misleading. On the surface, what’s happening is that our check-in interface is prompting and asking for payment in error. Behind the scenes, we’re not actually processing any charge. Until the check-in experience is corrected, I wanted to share with you that we’ve been able to verify, with 100% certainly, that co-pays prompted for in error are not actually being processed.
- Close-in Ticketing Fee applied in error when certificates are used. In this error, united.com is charging the Close-in Ticketing fee on revenue tickets when electronic certificates are being used and travel falls within the fee window. Because this charge is actually being processed, we’ve put a process in place to identify tickets where the fee was collected in error and will automatically be issuing refunds for the fee in these cases. The difficult part is that these refunds will need to go through the standard credit card refund process and will take 7 to 10 days to appear as credit on a statement. If all goes as planned, we’re on track to have this fixed by Tuesday morning.
Thanks for your patience as we work to correct this as quickly as we can.
Shannon Kelly
Director, Customer Insights and Metrics
United Airlines