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

Old Feb 11, 2015, 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:

-------

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.
-----
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 12, 2015, 3:18 pm
  #2971  
 
Join Date: Aug 2011
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Arent we supposed to get a statement from DOT by now?
B747forever is offline  
Old Feb 12, 2015, 3:19 pm
  #2972  
 
Join Date: Jan 2012
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Once you go Exec Plat, you never go back - bahaha United.

Alright people, call your Congressmember, your senator, heck even your local city council member. Put the pressure on United!
DL172 is offline  
Old Feb 12, 2015, 3:20 pm
  #2973  
 
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Originally Posted by sonofzeus
Use the Ignore button, Luke.
Or ask people who've not a single interest in the controversy to stop calling the rest of us liars, gamers, fraudsters, etc.

There's a certain poster who just can't comment without using one of the words above. I've not seen a more ardent defender of a multinational behemoth corporation since Mitt Romney

I understand not baiting trolls, etc, but the persistence from that side leaves me scratching my head.
SCSA is offline  
Old Feb 12, 2015, 3:23 pm
  #2974  
 
Join Date: Apr 2002
Posts: 4,130
Has anyone had any success filing the DoT form with an attachment using a mac?

ETA: ignore me. It turns out the website is supposed to look like it's broken when it's actually working.

With thanks to HansGolden in this post.

Last edited by Wingnut; Feb 12, 2015 at 3:52 pm Reason: More info
Wingnut is offline  
Old Feb 12, 2015, 3:23 pm
  #2975  
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Originally Posted by SCSA
Or ask people who've not a single interest in the controversy to stop calling the rest of us liars, gamers, fraudsters, etc.

There's a certain poster who just can't comment without using one of the words above. I've not seen a more ardent defender of a multinational behemoth corporation since Mitt Romney

I understand not baiting trolls, etc, but the persistence from that side leaves me scratching my head.
search the forums for "verizon" and "cartera" and "aadvantage".
sonofzeus is offline  
Old Feb 12, 2015, 3:24 pm
  #2976  
 
Join Date: Jun 2011
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Originally Posted by sonofzeus
What did your lawyer advise when you called this morning?
Oh, I bet you feel good about that one, huh?

Originally Posted by cruisr
I don't think you are traveling as your tickets have been voided.
I'm supposed to fly Wed but am not planning on that happening.
IF DOT rules against UA I imagine they would have to reinstate the ticket for a date in the future.
That much I know... I am not flying on a voided ticket.

But, simply from a practical POV, it would seem theyd have to be a bit more flexible in rebooking process. Sure, Im somewhat counting my chickens before they hatch, but isnt that part of the fun?
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Old Feb 12, 2015, 3:25 pm
  #2977  
 
Join Date: Feb 2006
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Originally Posted by Wingnut
Has anyone had any success filing the DoT form with an attachment using a mac?
I was able to do it last night with Safari...this is before the site crashed, though.
justchris82 is offline  
Old Feb 12, 2015, 3:28 pm
  #2978  
 
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Originally Posted by exitcontrol
(but I dont want to hear any more about misrepresenting the billing country unless you are non EU citizen)
I don't want to hear any more about it no matter what country anyone is a citizen of.
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Old Feb 12, 2015, 3:28 pm
  #2979  
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Originally Posted by justchris82
I was able to do it last night with Safari...this is before the site crashed, though.
I tried Safari, Firefox and Chrome on a Mac. All of mine eventually went thru but not before numerous error messages on every one. If you get an error, just hit the back button and resend. Make sure to click "Yes" on do you want to receive a copy by email.
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Old Feb 12, 2015, 3:32 pm
  #2980  
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i'm just curious how DOT will rule ... 5pm statement my ***
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Old Feb 12, 2015, 3:33 pm
  #2981  
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Originally Posted by thexfactor
Oh, I bet you feel good about that one, huh?
Part of the fun is tweaking New Yawkers as they've tweaked me over the years.
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Old Feb 12, 2015, 3:34 pm
  #2982  
 
Join Date: Jun 2003
Location: UK
Posts: 110
Originally Posted by Happy
Bingo! And knowingly commit deceiving practice if not outright fraud, to obtain something that was not meant for them.

I would leave the moral and ethic alone. Each one has his own line.

However by putting the restriction on the applicability of the fare, and is viewable on line, albeit not prominent, the airline does not practice deception. Therefore those who bypassed such steps to obtain the fares do not have any ground to argue.

This is like rental car companies have different pricing for different country origin. However when you present driver license at the rental counter if the agent is smart enough or the system is built smart enough to ask for a country check, you would not get your cheap rental. Instead you would be offer the rack rate if you still want a car.
Yes however in the EU you aren't allowed to price discriminate on this basis (i.e. charge a Danish person 1 price and a French person another price OR prohibit the French person from accessing the Danish price). So this argument doesn't stack up (however I do concede I've oversimplified)
exitcontrol is offline  
Old Feb 12, 2015, 3:39 pm
  #2983  
 
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Originally Posted by B747forever
Arent we supposed to get a statement from DOT by now?
It happened 24 hours ago, so personal experience dealing with any government departments that it will take 4-5 months for them to come up with some good answers.
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Old Feb 12, 2015, 3:40 pm
  #2984  
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Originally Posted by B747forever
Arent we supposed to get a statement from DOT by now?
It was Fox Business that promised to provide an update at 5PM (EST), but I don't think that the DoT committed to providing any statement today.
https://twitter.com/GerriWillisFBN/s...52632989044737

The only thing I can find on the FB website is this video, previously posted in this thread: http://video.foxbusiness.com/v/40492...#sp=show-clips

There doesn't seem to have been any update on the website after 5pm.

Last edited by UA1K_no_more; Feb 12, 2015 at 3:47 pm
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Old Feb 12, 2015, 3:41 pm
  #2985  
 
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Originally Posted by nonamethanks
+1 on this

After 100 pages of reading yesterday and ad hoc reading today I've yet to see a scenario like mine posted about. Don't want to pile it all in public for UA to "fix" but a key point to address on '00s of posts here is it was possible to book and pay for my flight while at no point using Denmark in the address section.
Me too. I've read most of all this pages...
I have the e-ticket 016 what means United flight stock on United plane.
Do u have any idea how to proceed?
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