UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit
Jul 19, 2012, 7:06 pm
#1861
Join Date: Aug 2007
Location: Near SEA
Programs: UA MM, AS MVPG75K, Marriott Lifetime Gold
Posts: 7,969
Well done UA! Good move to cancel those tickets which had insufficient miles for redemption.
Jul 19, 2012, 7:07 pm
#1862
Moderator Hilton Honors, Travel News, West, The Suggestion Box, Smoking Lounge & DiningBuzz
Join Date: Jun 2000
Programs: Honors Diamond, Hertz Presidents Circle, National Exec Elite
Posts: 36,027
In fact, I just checked my last couple of emails from Customer Service or Smisek's office and found that they occurred after 10pm Central time.
I have a lot of beefs with United; the hard-working-ness of the CS staff or their "lying" [sic] isn't one of them.
Concur.
Jul 19, 2012, 7:08 pm
#1863
Join Date: Dec 2004
Location: St. Louis. MO
Programs: AA Platinum
Posts: 1,387
I suggest to everyone to stop arguing the points back and forth, and submit your DOT complaint if you feel like doing so.
I believe United had a contract in the form of a ticket with me, they now must deliver.
I believe United had a contract in the form of a ticket with me, they now must deliver.
Jul 19, 2012, 7:08 pm
#1864
Moderator, Omni, Omni/PR, Omni/Games, FlyerTalk Posting Legend
Join Date: Oct 2004
Location: Between DCA and IAD
Programs: UA 1K MM; Hilton Diamond
Posts: 67,138
What I am curious about is how many heads are rolling in IT for even allowing this to happen to begin with... I do think the buck needs to stop somewhere at the top with those responsible for saddling us with such crappy systems!
Jul 19, 2012, 7:08 pm
#1865
Suspended
Join Date: Nov 1999
Posts: 24,153
semantics....and besides the dot said so themselves that award ticket do fall under the law.
Also UNITED: You guys are a bunch of liars too.....remember that statement you bragged about in the wsj article a couple years ago....i think you said something along the lines of you would always honor any mistake, "no matter how large." LIARS....Again...bad company.
Also UNITED: You guys are a bunch of liars too.....remember that statement you bragged about in the wsj article a couple years ago....i think you said something along the lines of you would always honor any mistake, "no matter how large." LIARS....Again...bad company.
Jul 19, 2012, 7:09 pm
#1866
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 17,423
I think the only lesson I've learned from this experience is if there's ever a crazy award redemption amount loaded by an airline, fly IMMEDIATELY!
I probably could have travelled this week. Oh, sure, it would have been inconvenient for me, but a free FC trip to HKG? If only I had known. I had to be rational and put my lottery ticket in for a "convenient" vacation time.
Jul 19, 2012, 7:09 pm
#1867
Join Date: Aug 2010
Location: West Africa
Programs: Flying Blue, Mileage Plus
Posts: 204
While I don't think people trying to get their 4 miles redemptions to HKG are doing anything unethical, I also don't think there was any harm done on the part of UA.
As parents sometimes say to children, "some day we'll look back on this and laugh."
Jul 19, 2012, 7:10 pm
#1868
Join Date: Jan 2005
Location: DEN
Programs: UA Gold-MM, AA Gold-MM, F9-Silver, Hyatt Something, Marriott Gold, IHG Plat, Hilton Diamond
Posts: 6,393
About two minutes ago, I received an email from Customer Service about a different matter I'd written them about.
In fact, I just checked my last couple of emails from Customer Service or Smisek's office and found that they occurred after 10pm Central time.
I have a lot of beefs with United; the hard-working-ness of the CS staff or their "lying" [sic] isn't one of them.
In fact, I just checked my last couple of emails from Customer Service or Smisek's office and found that they occurred after 10pm Central time.
I have a lot of beefs with United; the hard-working-ness of the CS staff or their "lying" [sic] isn't one of them.
Want to take a bet that there are no reports of such until at least 6AM CDT tomorrow? I'm giving you 9 hours to cash-in.
If you don't take the bet, I stand by my position. They are 'in the process' of contacting...... no one.
Jul 19, 2012, 7:11 pm
#1869
Join Date: Dec 2010
Posts: 1,310
It's travel BEFORE July 21st.
That means you fly tomorrow but not Saturday.
edit: i was wrong, saturday as well
That means you fly tomorrow but not Saturday.
edit: i was wrong, saturday as well
Jul 19, 2012, 7:12 pm
#1870
Join Date: Aug 2009
Location: NYC
Programs: UA Gold, Delta Gold, AA Plat
Posts: 1,269
Hi Everyone, I want to provide you with a further update on our Hong Kong award programming error from this past weekend. Specifically here’s how we are proceeding with these reservations:
We hope you’ll agree this was a unique circumstance. Unlike other widely reported “mistake fares,” the number of miles required for these awards – the correct purchase price – was clearly disclosed to customers throughout the MileagePlus award redemption process and is also available on our MileagePlus travel award chart.
We are in the process of communicating with affected customers at this time. Once again, we appreciate your understanding.
Shannon Kelly
Director, Customer Insights
United Airlines
- For those customers who had sufficient mileage in their account for the correct award amount, the correct amount of miles were deducted at the time of redemption. Any customers who do not intend to use the published number of miles for their ticket may cancel their reservation without paying a fee and we will refund all miles, taxes and fees.
- For those customers who did not have sufficient mileage in their account for the correct award amount, the correct amount of miles could not be deducted at the time of redemption. These tickets have been canceled for non-payment and all taxes and fees have been refunded.
- For those customers who have already begun travel, or are ticketed to begin travel on or before July 21, we will not cancel these tickets and will allow travel to be completed in full. This is intended as an accommodation to those customers whose travel is already underway or the departure date to begin travel is imminent.
We are in the process of communicating with affected customers at this time. Once again, we appreciate your understanding.
Shannon Kelly
Director, Customer Insights
United Airlines
Jul 19, 2012, 7:12 pm
#1871
Join Date: Sep 2004
Location: Brooklyn, NY
Posts: 710
what do I write in my DOT complaint?
Jul 19, 2012, 7:13 pm
#1873
Suspended
Join Date: Aug 2009
Location: Look up - On a ✈ DELTA ✈ jet NOW!
Programs: Blogger & Delta Diamond Medallion Million Miler
Posts: 4,174
Jul 19, 2012, 7:13 pm
#1874
Join Date: Jul 2005
Posts: 62
Not one FTer has posted that they have been contacted.
Want to take a bet that there are no reports of such until at least 6AM CDT tomorrow? I'm giving you 9 hours to cash-in.
If you don't take the bet, I stand by my position. They are 'in the process' of contacting...... no one.
Want to take a bet that there are no reports of such until at least 6AM CDT tomorrow? I'm giving you 9 hours to cash-in.
If you don't take the bet, I stand by my position. They are 'in the process' of contacting...... no one.
Jul 19, 2012, 7:13 pm
#1875
Join Date: Jul 2011
Location: DFW
Posts: 1,145
Hi Everyone, I want to provide you with a further update on our Hong Kong award programming error from this past weekend. Specifically here’s how we are proceeding with these reservations:
We hope you’ll agree this was a unique circumstance. Unlike other widely reported “mistake fares,” the number of miles required for these awards – the correct purchase price – was clearly disclosed to customers throughout the MileagePlus award redemption process and is also available on our MileagePlus travel award chart.
We are in the process of communicating with affected customers at this time. Once again, we appreciate your understanding.
Shannon Kelly
Director, Customer Insights
United Airlines
- For those customers who had sufficient mileage in their account for the correct award amount, the correct amount of miles were deducted at the time of redemption. Any customers who do not intend to use the published number of miles for their ticket may cancel their reservation without paying a fee and we will refund all miles, taxes and fees.
- For those customers who did not have sufficient mileage in their account for the correct award amount, the correct amount of miles could not be deducted at the time of redemption. These tickets have been canceled for non-payment and all taxes and fees have been refunded.
- For those customers who have already begun travel, or are ticketed to begin travel on or before July 21, we will not cancel these tickets and will allow travel to be completed in full. This is intended as an accommodation to those customers whose travel is already underway or the departure date to begin travel is imminent.
We are in the process of communicating with affected customers at this time. Once again, we appreciate your understanding.
Shannon Kelly
Director, Customer Insights
United Airlines