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

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Old Feb 11, 2015, 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.”
-----
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

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Old Feb 11, 2015, 1:10 pm
  #1336  
 
Join Date: Dec 2009
Location: YYC - not the centre of the universe
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Posts: 4,768
Originally Posted by exitcontrol
My view is that anyone booking this in the EU is fine from a "misrepresenting their country" POV as EU law means that you cannot segment or prohibit sales to other members of the EU.

Example have included the ability to purchase TV subscriptions from other nations and buy "right hand drive" cars from "left hand drive" countries.

Same should apply here.
Good! I'll be protected then.
jlisi984 is offline  
Old Feb 11, 2015, 1:10 pm
  #1337  
 
Join Date: Jul 2005
Location: SAN
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Posts: 6,832
Originally Posted by Gunner14
United has done it before (with the award trick). While this is slightly more innocuous than that, it's still intentionally manipulating the website to get the mistake fare. Not that I think it will happen in this case but there is a precedent for it.
How exactly did UA "punish" people for doing this? (You are talking about the 4 RDM tickets, right?) I certainly wasn't punished...
as219 is offline  
Old Feb 11, 2015, 1:10 pm
  #1338  
 
Join Date: Feb 2012
Location: LAX
Posts: 295
I have one itin w/an 'A' fare outbound and 'P' fare return. Is it possible to cancel these after the 24hour window. Also, is the only way to change the date of the outbound (A) if there's a schedule change and I find an agent willing to change it?
FlyHigh23 is offline  
Old Feb 11, 2015, 1:12 pm
  #1339  
 
Join Date: Feb 2008
Posts: 939
Yeah of course. So do I. And if it's a hotel that comes out 5 bucks cheaper in CNY and the site issues you an automated voucher then so be it. Buy yourself a latte. But the issue is complicated by the currency mistake, the hundreds of millions of dollars of liability and the fact that there are armies of lawyers reviewing it now to determine whether the company will have to honor or not. So if there is one tiny hole in the DOT or other regulations that can be driven through, they will be driving there. My point was just this is a grey area, and everyone should sit tight and not flaunt it or post their details (or tweet or call or whatever...)

Originally Posted by biostatistician
So, I don't get the big deal about changing location/currency on the website when buying tickets. I've done this multiple times in the past since sometimes prices can be different for different countries. Particularly, in the case when booking a domestic ticket within a different country from the US. Never had any issue.
gil123 is offline  
Old Feb 11, 2015, 1:12 pm
  #1340  
 
Join Date: Jun 2011
Location: New York City
Posts: 801
Originally Posted by as219
How exactly did UA "punish" people for doing this? (You are talking about the 4 RDM tickets, right?) I certainly wasn't punished...
Uhm, they closed some UA FFN accounts.
thexfactor is offline  
Old Feb 11, 2015, 1:13 pm
  #1341  
 
Join Date: Jun 2013
Location: RDU
Posts: 735
Originally Posted by as219
How exactly did UA "punish" people for doing this? (You are talking about the 4 RDM tickets, right?) I certainly wasn't punished...
I'm talking about the dual browser trick where you could get an award ticket for just the price of the taxes and fees (with no deduction in points). There were numerous reports on FT of people having their MP accounts closed and all of their miles forfeited.
Gunner14 is offline  
Old Feb 11, 2015, 1:13 pm
  #1342  
 
Join Date: Feb 2012
Location: LAX
Posts: 295
This trick has been published before, just not to this degree because of the conversion error:

http://www.milevalue.com/fake-locati...plane-tickets/
FlyHigh23 is offline  
Old Feb 11, 2015, 1:15 pm
  #1343  
 
Join Date: Jul 2005
Location: SAN
Programs: UA 1MM/1K, HH Diamond
Posts: 6,832
Originally Posted by thexfactor
Uhm, they closed some UA FFN accounts.
Originally Posted by Gunner14
I'm talking about the dual browser trick where you could get an award ticket for just the price of the taxes and fees (with no deduction in points). There were numerous reports on FT of people having their MP accounts closed and all of their miles forfeited.
Yikes. I guess I missed that one...
as219 is offline  
Old Feb 11, 2015, 1:16 pm
  #1344  
 
Join Date: Jun 2006
Programs: Various
Posts: 6,526
Originally Posted by rocketzo
Not necessarily. I dont think I'm the only person who booked more than one of these under the assumption I could figure out later which one I could feasably use. This is under the perhaps incorrect assumption that I could follow the normal 24 hour cancellation policy.
Exactly. I did the same thing.
mechteach is offline  
Old Feb 11, 2015, 1:17 pm
  #1345  
 
Join Date: May 2003
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Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,648
Originally Posted by bcnusa
I don't see how they will honor these booked from the US with a Denmark country for the address. I can see them honoring Denmark bought tickets but not the US scam-my ones with change of address. If they do they have the worst lawyers ever because you can easily argue fraud on these purchases.
No way. I am constantly buying tickets in countries out of my usual residence and I also have credit cards in multiple countries. Who cares?
bostontraveler is offline  
Old Feb 11, 2015, 1:18 pm
  #1346  
 
Join Date: Oct 2011
Programs: SkyMiles Gold, AA Plat, UA Gold
Posts: 92
Originally Posted by Trevski220
My LH flight return Leg was showing 9 now showing 3, so it seems to have worked.
My LH flight is down to F3 as well and expertflyer showing the seats that I got assigned as occupied, not that this means anything at all
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Old Feb 11, 2015, 1:18 pm
  #1347  
 
Join Date: Aug 2011
Location: ECP
Programs: DL Diamond
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LH over booking: http://www.businesstraveller.com/new...ss-overbooking
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Old Feb 11, 2015, 1:19 pm
  #1348  
 
Join Date: Jan 2012
Location: Iowa City, IA
Posts: 337
Originally Posted by exitcontrol
My view is that anyone booking this in the EU is fine from a "misrepresenting their country" POV as EU law means that you cannot segment or prohibit sales to other members of the EU.

Example have included the ability to purchase TV subscriptions from other nations and buy "right hand drive" cars from "left hand drive" countries.

Same should apply here.
Regardless of where you live, I don't think this is misrepresenting anything. If United lets you change countries regardless of where you live, and lets you put in any credit card & address regardless of which country you are in, then they really must not care. I mean obviously they do when it comes to mistake fares but those happen on the US site too. Its a global economy
nsummy is offline  
Old Feb 11, 2015, 1:19 pm
  #1349  
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Originally Posted by MatthewLAX
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
I think this post wins the thread.

I have one of these tickets, it was very vanilla to minimize the chance of weirdness of an 016 ticket involving other carriers; all UA is out to me for is a GF seat ex-LHR and back, no other carriers. I know people about UA GF, but for $80 I think I'll live. Hell, if they bumped me to Y it would STILL be a decent deal.

I figure worst case I get my money back and I go on my way. Best case, I have to figure out positioning flights to Europe on a "surprise!" vacation.
eponymous_coward is online now  
Old Feb 11, 2015, 1:21 pm
  #1350  
 
Join Date: Nov 2012
Programs: Hyatt Diamond, Hilton Diamond, SPG Gold, Will never by anything with airlines
Posts: 287
Just tried a dummy booking, when i went to select seats, saw that the ones I originally booked were already selected....booked on UA metal LHR-IAH, already received confirmation and eticket #
explorer84 is offline  


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