UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit
Jul 19, 12, 11:39 pm
#2026
Join Date: Mar 2008
Location: Multiple locations
Programs: AAdvantage ExPlat LT Gold, BA Silver, Aegean Star Gold
Posts: 3,867
Just my theory... United did a cost/benefit analysis and determined that while they might DoT fines. These fines would only apply when a violation had been filed.
Example: 1000 tickets sold. 1000 tickets canceled. 50 DoT complaints field. United would get hit by 50 x (Fines) versus 1000 x (Fines)...
The DoT doesn't have any access to United system to see how many cancellation occurred, so they must be using user complaints to gauge the number of cancellations.
United applied some quick game theory and said 50 complaints x 27,000 or whatever the number is is less than 1000 unsold seats (just a guess) in F.
Example: 1000 tickets sold. 1000 tickets canceled. 50 DoT complaints field. United would get hit by 50 x (Fines) versus 1000 x (Fines)...
The DoT doesn't have any access to United system to see how many cancellation occurred, so they must be using user complaints to gauge the number of cancellations.
United applied some quick game theory and said 50 complaints x 27,000 or whatever the number is is less than 1000 unsold seats (just a guess) in F.
Jul 19, 12, 11:39 pm
#2027
Join Date: Oct 2007
Location: Dubai / NYC
Programs: EK-IO, UA-1K2MM, ETIHAD-GOLD, SPG-PLAT LIFETIME, JUMEIRAH SERIUS GOLD
Posts: 5,220
Originally Posted by blug
Just a tip for those furious: Delta would never cancel an award ticket without notification. If this is so important, give Delta a try. 
. I could have sworn your quote was different. That's what happens when you just wake up and start reading before having coffee
Last edited by chinatraderjmr; Jul 20, 12 at 12:08 am
Jul 19, 12, 11:40 pm
#2028
Join Date: Jul 2006
Location: Sammamish, WA
Programs: UA - 1MM, DL Diamond, AS MVP75, Marriott Titanium, Hilton Gold
Posts: 5,883
Do you think if you went to a best buy and tried to buy a $4000 TV and it rang up at 4 cents they would honor the price?
What is the practice in the US? I did experience price error in a US store and I got it honored as tagged price. In Canada, the store will sell it to you at tagged price plus 10% of price difference between tagged and actual price up to $10. It's all about what the "tagged price" is. It seemed andyh64000 means a "tagged price error", but you guys are more talking about a card transaction mistake.
Originally Posted by cdegt:18966485
Originally Posted by spsawant
That's not the right analogy. The correct analogy would be as follows:
The Phone Cards were always advertised at the right amounts, it's just the Cashier charged you 4 cents instead of 500$ and the Customer who knew about the error decided to keep those Phone Cards which really amounts to stealing. Yes you do have a Receipt showing 4 cents as the Price of the 500$ Phone Card, but you knew all along that the price was 500$ and still decided to keep it as the Cashier did not realize his mistake.
The Phone Cards were always advertised at the right amounts, it's just the Cashier charged you 4 cents instead of 500$ and the Customer who knew about the error decided to keep those Phone Cards which really amounts to stealing. Yes you do have a Receipt showing 4 cents as the Price of the 500$ Phone Card, but you knew all along that the price was 500$ and still decided to keep it as the Cashier did not realize his mistake.
Jul 19, 12, 11:44 pm
#2029
Moderator Hilton Honors, Travel News, West, The Suggestion Box, Smoking Lounge & DiningBuzz
Join Date: Jun 2000
Programs: AS MVP Gold, Honors Diamond, Hertz Presidents Circle, National Exec Elite
Posts: 34,401
Originally Posted by mnscout
One could argue that it would be foolish to leave a store unattended. One could further the argument that if a store owner is really that foolish, he deserves to suffer the consequences.
Or maybe they do....
On the other side, someone who has gotten their tickets at the price he knows is wrong has no moral right to get on the high horse.
I'm sure the United made their cost/benefit analyzes of the situation and decided that pissing of a few hundred customers would be a more desirable outcome than honoring thousands of free first class tickets
--which probably would've been catastrophic to their business.
Jul 19, 12, 11:45 pm
#2030
Join Date: Jul 2006
Location: Sammamish, WA
Programs: UA - 1MM, DL Diamond, AS MVP75, Marriott Titanium, Hilton Gold
Posts: 5,883
No...clearly UA found a non-moron at DOT and explained the situation.
Originally Posted by jfkeze:18966494
Just my theory... United did a cost/benefit analysis and determined that while they might DoT fines. These fines would only apply when a violation had been filed.
Example: 1000 tickets sold. 1000 tickets canceled. 50 DoT complaints field. United would get hit by 50 x (Fines) versus 1000 x (Fines)...
The DoT doesn't have any access to United system to see how many cancellation occurred, so they must be using user complaints to gauge the number of cancellations.
United applied some quick game theory and said 50 complaints x 27,000 or whatever the number is is less than 1000 unsold seats (just a guess) in F.
Example: 1000 tickets sold. 1000 tickets canceled. 50 DoT complaints field. United would get hit by 50 x (Fines) versus 1000 x (Fines)...
The DoT doesn't have any access to United system to see how many cancellation occurred, so they must be using user complaints to gauge the number of cancellations.
United applied some quick game theory and said 50 complaints x 27,000 or whatever the number is is less than 1000 unsold seats (just a guess) in F.
Jul 19, 12, 11:45 pm
#2031
Join Date: Feb 2006
Location: So Cal
Programs: AA EXP - 1.4MM
Posts: 684
Originally Posted by teddy25
I will call 1-800-Ask-Gary!!!!!
I got an $810 r/t on AA to PVG. If you want to get to Asia, UA is matching it... (or was a few days ago)
Jul 19, 12, 11:45 pm
#2032
Join Date: Jun 2008
Location: Central Florida
Programs: MP 1K/Onepass Plat 1MM, SPG Plat, Marriott Plat
Posts: 540
Originally Posted by andyh64000
Do you think if you went to a best buy and tried to buy a $4000 TV and it rang up at 4 cents they would honor the price?
If you went to Best Buy, bought that TV, took it home, and enjoyed it for 4 days and THEN they show up and tell you that it wasn't a promotion after all and try to take your TV... Well, in my state there is a little detail called castle law.
Jul 19, 12, 11:46 pm
#2033
Join Date: Jul 2004
Location: Chicago USA
Programs: *A Junkie, SQ PPS, Skywards Gold, 2 Million Mile Flyer;*wood LT Plat, BA MM
Posts: 1,762
Originally Posted by wilp888
I think United should take a long serious look at what happened. Sure, there were some who wanted something for nothing but I suspect, from a lot of comments on this thread, that some people just wanted to get back at United because they were so angry with the company and wanted to get back at United in any way possible. The total and complete lack of sympathy and concern for the company from many of its long time customers is indicative of the poisoned relationship that exists. I hope United realize how unhealthy and dangerous this situation is.
Even the curt response, which surprised me, shows this is not a caring company. We are all "over-entitled" and a burden to them. Look how long it took for them to even respond, and when they did, it was very poor damage control.
I will bet if they said "we are sorry for the mistake, for those holding tickets, we will cancel the itinerary but we will credit your account the miles of the journey and apply it towards your status for this year." Doesn't that sound better?
Just a bunch of idiots - they do not care. United's new management does N-O-T care at all. They just don't get it. It starts from the top and it's trickling down all the way to the bottom.
I didn't get into the deal, but I think United should honour the tickets, their employees (and companions) fly for free in first back and forth while customers pay $10,000 for a 1st class ticket, and if it's their mistake, honour or offer compensation - which would make your customer happy.
The best way to hit them is to file a complaint with the DoT....
Jul 19, 12, 11:46 pm
#2034
Join Date: Mar 2007
Location: YHU
Posts: 77
A quick legal question: Can UA be interpreted as an agent by issuing an e-ticket which includes partner segment(s)?
Jul 19, 12, 11:47 pm
#2035
Join Date: May 2005
Location: Los Angeles, CA
Programs: AA EXP(.96MM), AMEX Platinum, United Premier Silver, Delta Gold, SPG Platinum 50, Hilton Gold VIP
Posts: 1,744
I need to start calling the offices of Larry H. Parker about this.....
Jul 19, 12, 11:47 pm
#2036
Join Date: Jul 2006
Location: Sammamish, WA
Programs: UA - 1MM, DL Diamond, AS MVP75, Marriott Titanium, Hilton Gold
Posts: 5,883
Pretty sure anyone who actually took a flight before they were cancelled had it honored.
Not the same.
If you went to Best Buy, bought that TV, took it home, and enjoyed it for 4 days and THEN they show up and tell you that it wasn't a promotion after all and try to take your TV... Well, in my state there is a little detail called castle law.
Originally Posted by walkerci:18966515
Originally Posted by andyh64000
Do you think if you went to a best buy and tried to buy a $4000 TV and it rang up at 4 cents they would honor the price?
If you went to Best Buy, bought that TV, took it home, and enjoyed it for 4 days and THEN they show up and tell you that it wasn't a promotion after all and try to take your TV... Well, in my state there is a little detail called castle law.
Jul 19, 12, 11:48 pm
#2037
Join Date: Jun 2011
Posts: 721
Originally Posted by andyh64000
Do you think if you went to a best buy and tried to buy a $4000 TV and it rang up at 4 cents they would honor the price?
Jul 19, 12, 11:49 pm
#2038
Join Date: Feb 2006
Location: So Cal
Programs: AA EXP - 1.4MM
Posts: 684
Originally Posted by chinatraderjmr
Realy? Your the official Delta spokesman? You have NO IDEA what Delta would or would not do. How typically FT to make a statement of OPINION as fact
Jul 19, 12, 11:51 pm
#2039
Join Date: Apr 2011
Location: SYDNEY
Programs: *A Gold, HH dia,Hyatt plat,Sixt PLAT,QF , EY Gold
Posts: 1,875
This is very bad business . In australia if there is a incorrect item scanned you get it for free. I thought the U.S had strict policies to protect the consumer.
Has there been a DOT response yet ?
Has there been a DOT response yet ?
Jul 19, 12, 11:51 pm
#2040
Join Date: Aug 2011
Location: WAS
Programs: SPG LTG, DL Plat
Posts: 1,648
Just a heads up... if anyone has *other* reservations they want to change, tonight may be the time to call.
I had an award booked--not even through United; through Aeroplan on UA metal--and I called UA to switch days. I was expecting him to tell me to call AC, but he switched dates, said "ok is there anything else?" and then "thanks for calling United, bye bye!" Not only was he able to switch it but he either didn't or forgot to charge me a fee...
I had an award booked--not even through United; through Aeroplan on UA metal--and I called UA to switch days. I was expecting him to tell me to call AC, but he switched dates, said "ok is there anything else?" and then "thanks for calling United, bye bye!" Not only was he able to switch it but he either didn't or forgot to charge me a fee...
