Overcharged for award ticket
 

I have quite a case with Emirates right now. I booked an intra-middle east award ticket with Emirates (for three passengers). I was overcharged for this ticket. My credit card was charged for $360 more than the amount I was quoted as the total charge. Emirates says that the charge is correct and what I was quoted did not include fuel surcharge. They don’t care that they should have correctly disclosed the total charge to me. I made the booking on Emirates US website and was quoted and charged in USD, but neither departure nor destination is in the US. Can I complain to DOT?

Sounds weird. What are the figures on the eticket? Are they consistent with what you were quoted?

I was quoted for an amount that is equal to total taxes and fees as shown on the ticket. (I have a print screen of the price as it was quoted to me, as I had to sent it to passengers to get approval for the itinerary and charge before buying the tickets.)

Had I been quoted a price that included the fuel surcharge, I wouldn't buy the tickets because of high price.

Well given that you have a screenshot of the final screen, as well as the eticket value confirming the charges then you have proof that EK is in the wrong. You'll need to contact Skywards via the web form (think it allows you to submit attachments, including a copy of the charges as they appeared on your credit card account).

The DOT has no juridstiction on flights which are outside the USA, so cannot complain there

it is down to Dubai law on whether it can require the additional payment or not

I have contacted them in facebook and they are responsive, but unwilling to accept the mistake and issue a refund for the difference in charge. They accepted to cancel the tickets without charging a cancellation fee, and refund the whole amount, but that doesn't work because passengers already bought other nonrefundable hotel rooms and tours for those travel dates.

Say I buy a ticket from Rome to Paris from Priceline, or Delta. I think DOT has jurisdiction because the travel agency (either Priceline, or Delta who acted as travel agency issuing the ticket) who sold the ticket is in US.

In my case, I was thinking that Emirates US acts as a travel agency who sold the ticket, and since it is located in US, DOT regulations are applicable.

Meanwhile, I can dispute the charge with credit card, but that's the last resort...

It sounds like you didn't read the Total amount. The mistake is, in fact, yours.

You can cancel the award. In some countries pax find fuel fines quote a shock because they are not used to them.

EK will argue that web-based tickets bought through their website are actually issued by their DXB based web agent (it will say on the e-ticket itself) - in terms of whether this applies to your itinerary, EK are mandated to disclose to you whether the itinerary you are booking is covered by the US Department of Transport regulations (which indeed happens when you book an itinerary involving the U.S.).

If you don't need to travel on the tickets you booked, I recommend cancelling, applying for a refund of everything and contacting your credit card issuer to dispute the charge. That way, as you have proof of the amount quoted, you can then forward this to your issuer, and EK will forward their side of the story to them.

If you really want to argue the point of principle about the legal domicile of your booking entity, I recommend seeking legal advice.

I am used to fuel surcharge. What I am not used to is being quoted an amount and charged another amount.

While making the purchase there was a line that clearly read:

Total price in United States of America Dollars: XXX Miles+YYY USD

It was hard to miss it and as I said I have a screen shot of it... Then instead of being charged for YYY USD, I was charged for YYY+$360.

Emirates people are unwilling to accept the mistake, yet they are not as judgmental as you.

Isn't a ticket point of sale known to DOT? I mean, it may be in DXB or elsewhere. Wherever it is, it is not open to argue. Moreover, I was thinking it doesn't matter where the ticket is issued. When Priceline sells you a ticket on Air France for a flight from Rome to Paris, the ticket may be issued by Air France web agent in Paris, but I was thinking DOT regulations apply (do they?) because travel agency who sold the ticket is based in US.

Thanks for the point about disclosure of applicability of DOT regulations.

If I cancel the tickets and receive a full refund as promised by EK (although as I explained, this option does not work for me), why should I dispute the charge with credit card issuer?

I'm not judgmental, I just don't believe that EK's website would quote an incorrect fare, fuel fines or not.

Thanks for sharing your belief, that seems to be contrary to the factual evidence in this case.

I don't think it does; DOT has responsibilty for travel to/from/within the US, but I don't think it has any juridstiction over travel agents selling for travel outside its juridstiction

With Emirates , no chance

It seems that Emirates is set in its view that it is correct - what is the cancellation fee of the award?

It sounds like you have 3 choices

(1) travel on tickets as is
(2) refund the tickets
(3) go to court to try and claim the $320 back

What was the route ? be interesting to see what the site shows when doing such a booking

Contacting EK via fb isn't very forthcoming. You need to go over the phone and talk to someone in Skywards who can verify the matter. That's 1.

2. Without having this discussion deviate into whether or not DOT apply here (they don't btw), you could tell us the route you booked and we'll be able to verify whether the charge is accurate or not. If it's accurate then obviously, EK had a glitch with their website at the time you made the booking OR you simply misread the total charges. If it's not then most likely EK is in fault with a glitch.

3. If you go down the line of disputing the charges with your bank, EK will likely just cancel the bookings and refund, which might or might not take some time. If you were to cancel and refund directly with EK, the miles/charges will be refunded pretty quickly.


Regards