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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, 4:00 pm
  #3001  
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Originally Posted by synd
i can't remember for sure but wasn't that the person at the DOT that took care of the RGN investigation?
IDK. This is my first rodeo. The DOT guy that I spoke to was Alex' minion. I didn't probe hard for more than what I just shared. I appreciated the prompt callback and told his so.
sonofzeus is offline  
Old Feb 12, 2015, 4:03 pm
  #3002  
 
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Originally Posted by FlyingLasse
88% Yes, 12% No

hahahah
Similar results here http://blogs.seattletimes.com/northw...mputer-glitch/
KennyBSAT is offline  
Old Feb 12, 2015, 4:04 pm
  #3003  
 
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Originally Posted by KennyBSAT
I like this one:
Sue United if it doesn't honor the tickets. 17.61%
FlyingLasse is offline  
Old Feb 12, 2015, 4:05 pm
  #3004  
 
Join Date: Aug 2004
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Were I UA, solution would be pretty simple.
Wanna fly the ticket you purchased well knowing you were exploiting a glitch in the system? Fine, you had me.

Just, let me ban you from any future flight with the airline.
If a customer feels cheated by the airline, said customer can simply shop somewhere else.
If airline feels being cheated by a customer, that customer should be banned.

Easy, simple and everyone is happy
maclover is online now  
Old Feb 12, 2015, 4:05 pm
  #3005  
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Originally Posted by LH4116
Once again NEVER trust FOX News, and their balant lies. The 5pm DOT announcement was once again just a stunt to attract viewers to their crappy show.
Trusting Fox News is like trusting Avpixlat to be accurate.

http://www.politifact.com/punditfact/tv/fox/

Makes me wonder why some people keep pushing Fox "News" and their polls as a reliable source for anything.
UA1K_no_more is offline  
Old Feb 12, 2015, 4:06 pm
  #3006  
 
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Originally Posted by maclover
Were I UA, solution would be pretty simple.
Wanna fly the ticket you purchased well knowing you were exploiting a glitch in the system? Fine, you had me.

Just, let me ban you from any future flight with the airline.
If a customer feels cheated by the airline, said customer can simply shop somewhere else.
If airline feels being cheated by a customer, that customer should be banned.

Easy, simple and everyone is happy
Seems fairly contraproductive to ban passengers, especially since honouring these tickets may have a positive effect on creating future customer loyalty.
LH4116 is offline  
Old Feb 12, 2015, 4:07 pm
  #3007  
 
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Originally Posted by LH4116
honouring these tickets may have a positive effect on creating future customer loyalty.
Loyalty to UA??? HAHAHAHAHA
EZEDoesIt is offline  
Old Feb 12, 2015, 4:07 pm
  #3008  
 
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Since much of this thread seems to focus on acting (un)ethical, either as an airline or as a customer. I figured I would throw in the following gem:

http://www.economist.com/blogs/gulli...nited-airlines

I know it does not directly apply to the case at hand, but combined with a few other examples of United's questionable business ethics that have already been given and the fact United is not particularly caring when its customers make "mistakes," I do not feel particularly sorry for United that some people want to pursue their tickets to the bitter (or happy) end.
RF82 is offline  
Old Feb 12, 2015, 4:12 pm
  #3009  
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Originally Posted by maclover
Were I UA, solution would be pretty simple.
Wanna fly the ticket you purchased well knowing you were exploiting a glitch in the system? Fine, you had me.

Just, let me ban you from any future flight with the airline.
If a customer feels cheated by the airline, said customer can simply shop somewhere else.
If airline feels being cheated by a customer, that customer should be banned.

Easy, simple and everyone is happy
Sounds like a great way to turn a PR win into a PR disaster...
stockmanjr is offline  
Old Feb 12, 2015, 4:15 pm
  #3010  
 
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Just found this on Willis twitterchannel..:

"United announces wet lease of Ryanair aircraft to accommodate extra first class customers ex LHR"
FlyingLasse is offline  
Old Feb 12, 2015, 4:16 pm
  #3011  
 
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Originally Posted by EZEDoesIt
Loyalty to UA??? HAHAHAHAHA
I'm about as loyal to United as United is as loyal to me - i.e. not much.
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Old Feb 12, 2015, 4:18 pm
  #3012  
 
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Originally Posted by EZEDoesIt
Loyalty to UA??? HAHAHAHAHA
HAHA, well I suppose not in that case :P
LH4116 is offline  
Old Feb 12, 2015, 4:18 pm
  #3013  
 
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Originally Posted by FlyingLasse
Just found this on Willis twitterchannel..:

finally something positive out of the UA camp!
clum90 is offline  
Old Feb 12, 2015, 4:20 pm
  #3014  
 
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Originally Posted by DTCFlyer
Are u based in EU/Ireland?
I have no idea how to deal with this situation here

Cheers
I'm not based in the EU but if you check back I have posted a list of the agencies in each EU state handling such matters. The European Consumer Advice Centre in Dublin would also be a good starting point.

Good luck.
Irelandflyer is offline  
Old Feb 12, 2015, 4:20 pm
  #3015  
 
Join Date: Oct 2006
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As opposed to Al Sharpton or the rest of the shamefully liberal media?

I don't know what you were expecting from the vignette. The very fact that you are reading this post means your knowledge of this situation dwarfs 99.99999% of the rest of the population, who truly don't care about this.

I would guess that when the DOT does eventually rule on the situation, most interested parties won't learn it from the media but either directly from a website like this one or from a colleague that is on a website like this one.

Originally Posted by UA1K_no_more
Trusting Fox News is like trusting Avpixlat to be accurate.

http://www.politifact.com/punditfact/tv/fox/

Makes me wonder why some people keep pushing Fox "News" and their polls as a reliable source for anything.
lehmanins is offline  

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