Feb 11, 2015, 11:49 am
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 Updates
-------
According to USA Today, Ben Mutzabaugh:
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:
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:
Template For Complaint:
-----
Tips for retrieving your ticket number:
https://www.united.com/web/en-US/app...NRCD=2/11/2015
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."
Note: Please consider that with high probability, United is monitoring this thread, so please pay attention on what you post!
DOT Investigation Updates
- 02/23/15: DOT says UA does not have to honor the fare; link to DOT's full explanation (pdf)
- 02/12/15: DOT Statement
- 02/12/15: fox news mentions DOT investigation and mention update by 5:00 pm ET -- posted by xSTRIKEx6864
- 02/12/15: Fox news clip -- posted by FlyingLasse
- 02/12/15: Another clip on fox news interviewing the pointsguy -- posted by FlyingLasse
- 02/12/15: Person in charge at the dot is Alex Taday (don't bombard him with email - or we will all regret it) -- posted by sonofzeus
- 02/12/15: Fox News update: UA honoring fares will depends on complaints made at the DOT.... -- posted by synd
-------
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.
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.
(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.
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.”
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.”
Tips for retrieving your ticket number:
- paste(right click copy link location first) following link into your web browser
- change XXXXXX next to COPNR= for your reservation number and LASTNAME next to LN= for you SURNAME
- 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
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."
[PREM FARE GONE] UA: NCL-EWR 600 DKK (mistaken fare) DOT ruled; see wiki for link
Feb 11, 2015, 6:47 pm
#2011
Join Date: Nov 2010
Location: Atlanta, GA / San Francisco, CA
Programs: BA Gold, TK Elite Plus
Posts: 1,150
Sorry, but that argument doesn't make me very sympathetic to the poor ticket holders "plight."
Have any airlines actually been fined yet for not honoring mistake fares? The idea of fines here seems absurd. I guess the DOT could make UA honor the fare, but I think that's a longshot. The most likely outcome is the DOT comes up with a rationale to do the "right thing" -- which is to not let us buy these tickets for pennies on the dollar when we were clearly gaming the system.
Have any airlines actually been fined yet for not honoring mistake fares? The idea of fines here seems absurd. I guess the DOT could make UA honor the fare, but I think that's a longshot. The most likely outcome is the DOT comes up with a rationale to do the "right thing" -- which is to not let us buy these tickets for pennies on the dollar when we were clearly gaming the system.
The cost someone said (I haven't confirmed any of this, all hearsay) was almost 30'000USD per incident. That is a HEAVY risk to carry expecting the DoT to "do the right thing", when they can limit the liability with easy ways (the ways I said on my message) to a hundredth of that.
The problem DOT also has is, that when is a price mistake a mistake?
Non-DOT related but an example from Europe. If I book a ticket from London to Frankfurt with Ryanair for 1 pound, is that a mistake?
Feb 11, 2015, 6:50 pm
#2012
Join Date: Aug 2014
Posts: 736
Well now that I look closer at my eTicket from earlier, it shows this:
FARE INFORMATION
Fare Breakdown
Airfare: 5,689 GBP
Equivalent Airfare: 57 DKK
U.K. Air Passenger Duty: 2
U.K. Passenger Service Charge: 1
Germany Passenger Service Charge: 158
International Surcharge: 3
Per Person Total: 221
DKK
eTicket Total: 442
DKK
Form of Payment:
XXXX
Last Four Digits XXXX
The airfare you paid on this itinerary totals: 114 DKK
The taxes, fees, and surcharges paid total: 328 DKK
So it looks like they had some difficulty converting GBP also :-).
FARE INFORMATION
Fare Breakdown
Airfare: 5,689 GBP
Equivalent Airfare: 57 DKK
U.K. Air Passenger Duty: 2
U.K. Passenger Service Charge: 1
Germany Passenger Service Charge: 158
International Surcharge: 3
Per Person Total: 221
DKK
eTicket Total: 442
DKK
Form of Payment:
XXXX
Last Four Digits XXXX
The airfare you paid on this itinerary totals: 114 DKK
The taxes, fees, and surcharges paid total: 328 DKK
So it looks like they had some difficulty converting GBP also :-).
Feb 11, 2015, 6:52 pm
#2013
Join Date: Apr 2014
Location: BWI<MCI< PHL<DEN<SCL<EZE<CHO<PHL<ABE
Programs: UA Silver / FA
Posts: 939
Everyone's eTicket says this.. This is why the fare was only valid ex-UK.
Feb 11, 2015, 6:52 pm
#2014
Join Date: Feb 1999
Location: Sunny Southern California!
Programs: Equal Opportunity Mileage Junkie
Posts: 48
This is interesting, why were these other fares cheap but not extremely cheap like lhr-lax? If it was just a currency conversion problem, then London-Tokyo would have had to have had a wildly high price to start with, but 10 or 15x lhr-north america is hard to believe (quick look on united shows 3x). What am I missing?
Fare Breakdown
Airfare: 11,807GBP
Equivalent Airfare: 118DKK
U.K. Air Passenger Duty: 2
U.K. Passenger Service Charge: 1
U.S. Customs User Fee: 74
U.S. Immigration User Fee: 94
U.S. APHIS User Fee: 66
September 11th Security Fee: 111
Japan Passenger Security Service Charge: 29
Japan Passenger Service Facilities Charge: 116
International Surcharge: 9,628
U.S. Passenger Facility Charge: 30
Per Person Total: 10,269DKK
eTicket Total: 10,269DKK
The airfare you paid on this itinerary totals: 118 DKK
The taxes, fees, and surcharges paid total: 10,151 DKK
Feb 11, 2015, 6:53 pm
#2015
Join Date: Mar 2014
Location: FCO
Posts: 249
Dot pages is rather unavailable...too much complaints are going there!
I find very interesting that both my reservations under UA webpage have now changed into:
"Your itinerary cannot be retrieved, since it does not contain any active flight segments. If you require assistance, please contact United Reservations"
I don't think the matter is over yet, let's see what they will do in the next hours/days.
I find very interesting that both my reservations under UA webpage have now changed into:
"Your itinerary cannot be retrieved, since it does not contain any active flight segments. If you require assistance, please contact United Reservations"
I don't think the matter is over yet, let's see what they will do in the next hours/days.
Feb 11, 2015, 6:53 pm
#2016
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 17,425
But those aren't the facts here. EVERYBODY knows it was a mistake. We all know how it happened. It wasn't really UA's fault. While I'd like a nearly-free European biz class trip for my family as much as the next guy, I can sufficiently detach myself from the emotions to know that's not what the law should require. It's wrong. Nobody else in the world in any industry is held to the standard required by the DOT.
Feb 11, 2015, 6:56 pm
#2018
Join Date: Jul 2013
Location: BTS
Posts: 611
Well, that's a problem. But not an insurmountable one. Sometimes you don't know whether something is a "mistake." Like that $500 fare to India.
But those aren't the facts here. EVERYBODY knows it was a mistake. We all know how it happened. It wasn't really UA's fault. While I'd like a nearly-free European biz class trip for my family as much as the next guy, I can sufficiently detach myself from the emotions to know that's not what the law should require. It's wrong. Nobody else in the world in any industry is held to the standard required by the DOT.
But those aren't the facts here. EVERYBODY knows it was a mistake. We all know how it happened. It wasn't really UA's fault. While I'd like a nearly-free European biz class trip for my family as much as the next guy, I can sufficiently detach myself from the emotions to know that's not what the law should require. It's wrong. Nobody else in the world in any industry is held to the standard required by the DOT.
Feb 11, 2015, 6:57 pm
#2019
Join Date: Jan 2007
Location: New York
Programs: AA Gold, Hyatt Globalist
Posts: 592
Which email should we attach to the DOT complain? the first one (without ticket numbers) or the second one (with tickets numbers. manual email from ua.com). the 2nd one has the rate as it should have been in GBP
Feb 11, 2015, 6:59 pm
#2021
Join Date: Feb 2012
Location: Los Angeles, CA
Programs: DL DM, UA 1K, AA EXP, US G, SPG P, HH D, MR G, NEXUS/GE, DL AMEX Reserve
Posts: 2,035
Doesn't hurt to attach both, but DEFINATELY the one with the ticket number in it (the manual one from UA.com)
Feb 11, 2015, 7:00 pm
#2023
Join Date: Jan 2014
Posts: 1,265
Update on EU pax rights:
Air pax rights http://europa.eu/youreurope/citizens...r/index_en.htm
Complaint form for cancelled flights http://ec.europa.eu/transport/themes...nt_form_en.pdf
but I doubt this one will make much difference at the end of the day because there is an exception for cancellations on a 2 weeks notification (thus except for those travelling in the next 2 weeks!), towards additional financial compensation. The carrier can cancel your ticket when a refund is provided.
On the other hand, pax rights clearly state: Firstly, you may not be charged a higher price for a ticket because of your nationality or where you are buying the ticket from. IMHO this would be a valid perspective to file a complaint in the context of pax rights. Could become quite interesting to see how EU would deal with this...
Pricing issues should be notified to the national enforcment bodies:
http://ec.europa.eu/transport/themes...ent_bodies.pdf
Complaints can also be notified to local consumer centres:
http://ec.europa.eu/consumers/ecc/contact_en.htm
And in general: procedures about consumer rights are open for EU-citizens (whether non-EU nationals living in EU or EU-nationals living outside EU).
Air pax rights http://europa.eu/youreurope/citizens...r/index_en.htm
Complaint form for cancelled flights http://ec.europa.eu/transport/themes...nt_form_en.pdf
but I doubt this one will make much difference at the end of the day because there is an exception for cancellations on a 2 weeks notification (thus except for those travelling in the next 2 weeks!), towards additional financial compensation. The carrier can cancel your ticket when a refund is provided.
On the other hand, pax rights clearly state: Firstly, you may not be charged a higher price for a ticket because of your nationality or where you are buying the ticket from. IMHO this would be a valid perspective to file a complaint in the context of pax rights. Could become quite interesting to see how EU would deal with this...
Pricing issues should be notified to the national enforcment bodies:
http://ec.europa.eu/transport/themes...ent_bodies.pdf
Complaints can also be notified to local consumer centres:
http://ec.europa.eu/consumers/ecc/contact_en.htm
And in general: procedures about consumer rights are open for EU-citizens (whether non-EU nationals living in EU or EU-nationals living outside EU).
Feb 11, 2015, 7:00 pm
#2024
Join Date: Feb 2012
Location: Los Angeles, CA
Programs: DL DM, UA 1K, AA EXP, US G, SPG P, HH D, MR G, NEXUS/GE, DL AMEX Reserve
Posts: 2,035
He's not even working right now but heard from a friend. Doesn't have exact numbers but someone got a call because of the slow website...
Feb 11, 2015, 7:00 pm
#2025
Join Date: Jan 2007
Location: New York
Programs: AA Gold, Hyatt Globalist
Posts: 592
Well, that's a problem. But not an insurmountable one. Sometimes you don't know whether something is a "mistake." Like that $500 fare to India.
But those aren't the facts here. EVERYBODY knows it was a mistake. We all know how it happened. It wasn't really UA's fault. While I'd like a nearly-free European biz class trip for my family as much as the next guy, I can sufficiently detach myself from the emotions to know that's not what the law should require. It's wrong. Nobody else in the world in any industry is held to the standard required by the DOT.
But those aren't the facts here. EVERYBODY knows it was a mistake. We all know how it happened. It wasn't really UA's fault. While I'd like a nearly-free European biz class trip for my family as much as the next guy, I can sufficiently detach myself from the emotions to know that's not what the law should require. It's wrong. Nobody else in the world in any industry is held to the standard required by the DOT.