I think the deceptive practice they're talking about is selling a First Class ticket, but when something goes wrong they claim "You've got an economy class ticket with an option of sitting in First Class." No where does it say Economy anywhere on any of the booking screens. It used to be very clear when you booked a UP fare instead of a regular First class fare. It would show as Economy but upgraded to First. Even going into the fare rules doesn't help, the rules say the fare can be ticketed in economy or first class cabins, and the fare doesn't even have the UP on it anymore. I've filed with the DOT and from what they've told me so far they're taking it seriously as deceptive trade.