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[PREM FARE GONE] UA: NCL-EWR 600 DKK (mistaken fare) DOT ruled; see wiki for link

Old Feb 11, 15, 11:49 am
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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 UpdatesNews Media Updates:

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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.
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:
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.
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:
  • 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.
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Tips for retrieving your ticket number:
  1. paste(right click copy link location first) following link into your web browser
  2. change XXXXXX next to COPNR= for your reservation number and LASTNAME next to LN= for you SURNAME
  3. 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


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."
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[PREM FARE GONE] UA: NCL-EWR 600 DKK (mistaken fare) DOT ruled; see wiki for link

Old Feb 11, 15, 5:00 pm
  #1801  
 
Join Date: Jun 2013
Location: FRA/MUC/NUE
Programs: M&M SEN, Starbucks Gold
Posts: 315
As I said. Everything still valid, also the LH booking.
FlyingLasse is offline  
Old Feb 11, 15, 5:00 pm
  #1802  
 
Join Date: Jan 2015
Location: YYZ
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Posts: 169
Originally Posted by augias84
What are you hoping to get out of that?
A free ticket in business class would be nice.
abari is offline  
Old Feb 11, 15, 5:00 pm
  #1803  
 
Join Date: May 2004
Location: 7th planet on your right
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Posts: 1,641
Originally Posted by GUWonder
So UA cancels the bookings without canceling all the tickets? Deliberate?
^ +1
paffendorf is offline  
Old Feb 11, 15, 5:01 pm
  #1804  
 
Join Date: Mar 2013
Posts: 65
"Denmark" is not even an option on the website. Anyone notice that?
cfbrown is offline  
Old Feb 11, 15, 5:02 pm
  #1805  
 
Join Date: Nov 2005
Programs: Flying Blue Gold, Air Berlin Gold, Etihad Silver (bad move)
Posts: 418
Cancelled? then get tweeting #unitedsucks

Still seeing my flight as confirmed and ticketed and have received an email via the united app giving me eticket numbers.

For those who have been cancelled, might be worth giving United a bit of heat online. Getting #unitedsucks trending would def help make this thing really bad news for the airline.
Irelandflyer is offline  
Old Feb 11, 15, 5:02 pm
  #1806  
 
Join Date: Nov 2010
Location: Atlanta, GA / San Francisco, CA
Programs: BA Gold, TK Elite Plus
Posts: 1,150
Originally Posted by cfbrown
"Denmark" is not even an option on the website. Anyone notice that?
Yes, as collateral damage, Denmark seized to exist after United's attempts to clear up the mess.

Shame, I like Copenhagen!
dera is offline  
Old Feb 11, 15, 5:02 pm
  #1807  
 
Join Date: Feb 2012
Programs: Aadvantage
Posts: 49
Originally Posted by lewende
No.
The ticket number might be in manage booking. It wasn't in my email.

From the email confirmation click manage my booking. Scroll down to view receipt. At the top should be an eTicket number.

You can save this as a PDF if you have chrome (file > print > change printer to save as PDF) or other browsers may do it more directly.
spark911 is offline  
Old Feb 11, 15, 5:02 pm
  #1808  
 
Join Date: Aug 2012
Location: LHR
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they're cancelling the tkts following a time of departure criteria: they're cancelling the ones in February, then March, then April and so on!
Paul4Travel is offline  
Old Feb 11, 15, 5:03 pm
  #1809  
 
Join Date: Nov 2014
Location: NYC
Programs: UA 1k
Posts: 137
Originally Posted by SCSA
All three cancelled.

No apology from UA...instead an assignation that customers were trying to defraud them. Meanwhile they are refusing to issue full refunds for tickets they never planned to honour.

Who's defrauding whom, UA?

I've gone from amused to slightly disappointed to angry. What a POS company.
Really? A POS company for not letting you buy a $7000 ticket for $70?
I do think it's fraud, even if you don't get sued or charged for it because it's hard to prove.
But I'm sure you'll get a full refund (UA probably has to do that) - just wait a couple of days until the dust settles and they've done all the cancellations, and then call them, and I'm sure they'll charge back the amount to your CC.
augias84 is offline  
Old Feb 11, 15, 5:03 pm
  #1810  
 
Join Date: Aug 2013
Posts: 58
Anyone had a LH or LX booking cancelled yet? I'm guessing they are taking a little longer
Trevski220 is offline  
Old Feb 11, 15, 5:04 pm
  #1811  
 
Join Date: Jul 2013
Location: BTS
Posts: 606
Originally Posted by Paul4Travel
they're cancelling the tkts following a time of departure criteria: they're cancelling the ones in February, then March, then April and so on!
nope, my were cancelled completely out of (any chronological) order

Originally Posted by Trevski220
Anyone had a LH or LX booking cancelled yet? I'm guessing they are taking a little longer
yeap my (Jul & Sep) LX/LH bookings are gone
scibuff is offline  
Old Feb 11, 15, 5:04 pm
  #1812  
 
Join Date: Oct 2012
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ticket shows open/ready to fly

newbie here...just noticed that although united says "cancelled", the ticket on both UA and SAUDIA shows ticket still shows open/ready to fly....so they are still technically not "cancelled", right??
Tokyoite is offline  
Old Feb 11, 15, 5:04 pm
  #1813  
 
Join Date: Feb 2010
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EU 261 also applies to a flight that is operating but you are denied boarding. There can be many reasons for this including overbooking, operational mistake mistake by the airline, etc.
You are being denied boarding for a flight that you no longer have a valid ticket for though. That said, if cancelling a ticket would get Airlines out of EU 261, then they could just cancel the ticket whenever they needed to bump a passenger which would clearly be just another way of denying boarding.

I also wonder if people putting Denmark as their residential country when it is not, would perhaps void any claim for compensation as you are clearly buying a ticket using incorrect personal information.

Either way, whether EU 261 applies or not, I would expect a fight from United... But...then given that few people probably booked within two weeks, and even fewer will seek EU 261 compensation, United may just agree to pay it(although I would still expect most people to have to file a small claims court claim online to get it, almost no airline gives EU 261 just by asking nicely).
Enigma368 is offline  
Old Feb 11, 15, 5:04 pm
  #1814  
 
Join Date: Jun 2013
Location: FRA/MUC/NUE
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Posts: 315
Originally Posted by Trevski220
Anyone had a LH or LX booking cancelled yet? I'm guessing they are taking a little longer
nothin yet, but in OCT:..
FlyingLasse is offline  
Old Feb 11, 15, 5:04 pm
  #1815  
 
Join Date: Mar 2014
Location: FCO
Posts: 249
My 2 tickets for 2 pax each have been cancelled. Everything is on UA (LHR-PTY via EWR/IAH), with e-ticket number. The travellers are EU based. It looks clear that UA will cancel 100% of the tickets, and they will try to avoid as much as possible to honour the tickets. By doing this they will shave at least 60-70% of cost, then the balance who still are fighting may have chance to get the ticket confirmed.
I saved all the previous receipt and ticket confirmations.
I think it is now time to work all together in the same direction. Would it be great to fill the DOT complaint in the same way. I am not US so maybe some experienced traveller could help us with a standard form about how to properly send the DOT complaint.
Thanks a lot!
seris7 is offline  

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