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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
FlyerTalk Forums Expert How-Tos and Guides
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:

-------

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, 7:04 am
  #196  
 
Join Date: Jan 2010
Posts: 677
Thanks, OP! Mine is ticketed and is on LH A380 and 340. It is strange because the United receipt shows a price of $9,900 USD for airfare and then shows Equivalent Airfare on the next line of $99. I used my Amex Plat and the charge alerted on my Apple Pay (nice way to keep track if they try to charge more!). My CSP had gotten kicked out and the Amex Plat worked.
Perfect way to requalify for my A3 Gold in one swing!
runfit is offline  
Old Feb 11, 15, 7:04 am
  #197  
 
Join Date: Mar 2007
Location: Berlin
Posts: 1,751
Originally Posted by GUWonder
Booked an insanely long trip for departure rather soon. Works perfectly, and involves Denmark. i may freely cancel it but wanted to see what hits for charges.
How insane?
largeeyes is offline  
Old Feb 11, 15, 7:05 am
  #198  
 
Join Date: Oct 2013
Location: TX
Programs: UA 1K, .9MM
Posts: 300
FYI, my cc is showing a pending charge for $40 from United and $89 from United Airlines Denm
FlyingIsCool is offline  
Old Feb 11, 15, 7:05 am
  #199  
 
Join Date: Sep 2007
Location: Purgatory
Programs: Too many to list. Status is a half dozen.
Posts: 9,234
All my pending charges are all for the mistake conversion fare. Really don't want to have to fight if they attempt to charge the difference after 24 hours.
ArizonaGuy is offline  
Old Feb 11, 15, 7:06 am
  #200  
 
Join Date: Jan 2013
Location: BOS
Programs: AA EXP, DL PM, Hyatt Diamond
Posts: 2,003
I have an LX ticket but I don't think it's going to ticket. If I make a new trip for the same day on LH, will United automatically cancel out? I know AA cancels dupes.
callmedtop is offline  
Old Feb 11, 15, 7:06 am
  #201  
 
Join Date: Jul 2009
Posts: 309
UA: NCL-EWR 600 DKK (mistaken fare)

Booked a couple of trips on LH metal (including one mistake which I will need to cancel later) and on united.com shows ticketed. No email yet though. Hoping they don't get canceled out!
britinva79 is offline  
Old Feb 11, 15, 7:06 am
  #202  
 
Join Date: Jan 2001
Location: Toronto, Canada
Posts: 695
Originally Posted by rufflesinc
in case anyone is having trouble, don't choose USA as billing country on final screen, keep as denmark
Everytime I do this - it autochanges to a Canadian price - any other Cdns/Americans experiencing this too?
dominick is offline  
Old Feb 11, 15, 7:07 am
  #203  
 
Join Date: Sep 2006
Location: Moscow
Programs: Marriott Titanium, IHG Platinum
Posts: 1,627
Originally Posted by dominick
Everytime I do this - it autochanges to a Canadian price
Log out of your account and do NOT enter an e-mail address that is linked to your UA account.
Temedar is offline  
Old Feb 11, 15, 7:07 am
  #204  
 
Join Date: Mar 2014
Location: Londinium
Programs: BAEC
Posts: 929
Originally Posted by ArizonaGuy
All my pending charges are all for the mistake conversion fare. Really don't want to have to fight if they attempt to charge the difference after 24 hours.
Can they do this? I can see them saying "pay the difference or cancel".
SCSA is offline  
Old Feb 11, 15, 7:08 am
  #205  
FlyerTalk Evangelist
 
Join Date: Mar 2000
Posts: 17,055
Any feel for how the DOT will treat this: Americans ticketing on a Danish website? I ticketed, but I think they'll find a way to weasel out of it. The DOT will look for a reason to let them. Just like my UA "mileage ticket" in biz class (what was it, 2 miles?) to HKG.
iahphx is offline  
Old Feb 11, 15, 7:08 am
  #206  
 
Join Date: Mar 2007
Posts: 63
These tickets are so gonna get cancelled...
Better hope no one rants out to the blogs...
jonasfischer is offline  
Old Feb 11, 15, 7:08 am
  #207  
 
Join Date: Jul 2011
Location: DFW
Programs: AA EXP, mid-tier with pretty much everyone else
Posts: 872
Regardless if they actually end up charging the actual USD converted amount, everything I read said the fares I got are refundable anyway.
bthotugigem05 is offline  
Old Feb 11, 15, 7:08 am
  #208  
 
Join Date: Jun 2006
Programs: Various
Posts: 6,508
Originally Posted by ArizonaGuy
All my pending charges are all for the mistake conversion fare. Really don't want to have to fight if they attempt to charge the difference after 24 hours.
Ditto. I'm screenshot'ing and PDF'ing like crazy, though, just in case.
mechteach is offline  
Old Feb 11, 15, 7:09 am
  #209  
 
Join Date: Jun 2014
Posts: 33
Originally Posted by nov11
Thank you OP!!

Booked 3 RT LHR-FRA-LAX on LH F and 1 LHR-FRA-LAX-IAH-EZE (return). All ticketed. Last one was ticketed at 07:37 CST.
What dates?
constituo is offline  
Old Feb 11, 15, 7:10 am
  #210  
 
Join Date: Mar 2005
Location: Sunny Singapore
Programs: TG*G, SQ, QF
Posts: 905
Still works.
Great find. Thanks for sharing OP
cmdsea is offline  

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