UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit
Jul 20, 2012, 6:59 am
#2176
Join Date: Oct 2007
Location: Dubai / NYC
Programs: EK-IO, UA-1K2MM, ETIHAD-GOLD, SPG-PLAT LIFETIME, JUMEIRAH SERIUS GOLD
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I'd say universal. Like RNG, all tickets were honored regardless of booking engine or airline. This case seems much simpler, it would be all honored or none, regardless of complaint. Then it gets into "Should we file a seperate complaint for each itinerary we booked?"
Seriously, stealing?
Seriously, stealing?
Why did UA take my PAID FOR, IN U.S.$, REGULAR FARE TKT and move it from open reservations to INACTIVE RESERVATIONS!!
I wasn't even part if this HKG deal!
Last edited by iluv2fly; Jul 20, 2012 at 10:58 am Reason: merge
Jul 20, 2012, 7:07 am
#2177
Join Date: Jul 2012
Location: Midwest
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Posts: 261
Jul 20, 2012, 7:07 am
#2178
Join Date: May 2004
Programs: AA lifetime platinum, Jet Blue Mosaic
Posts: 438
The DOT form was posted earlier in this thread. It would be helpful to everyone if the poster would extend us the courtesy of reposting
Jul 20, 2012, 7:07 am
#2179
FlyerTalk Evangelist
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FWIW I don't think UAL have come to agreement with DOT. If they hand, I believe they would have mentioned it in their statements. I still think the DOT is saying they likely have to honor it and UAL are just throwing the dice, relying on their view that the award chart and booking process showed the correct number of miles, and cancelling.
So anyone who wants to continue the fight should certainly be filing with the DOT
So anyone who wants to continue the fight should certainly be filing with the DOT
Jul 20, 2012, 7:08 am
#2180
Join Date: Aug 2008
Location: Sydney
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On July 15th 2012 I purchased from United Airlines ticket numbers 016xxx and 016xxxx. These tickets were for myself and my girlfriend, MP, respectively. They were on United Airlines for travel from Phoenix Arizona to Hong Kong. Over four days after the tickets were issued United Airlines in violation of two DOT regulations unilaterally canceled those tickets. The cost of these tickets were 8 miles and $120.24 in “Taxes and Fees.”
First, United Airlines violated the DOT regulation that forbids airlines from canceling mistake fare tickets. United Airlines by canceling these tickets has forced me, if I so, chose to purchase these tickets at a higher price. DOT regulations forbid an airline from imposing post-ticketing fare increase. United Airlines by demanding that I pay more for these tickets is direct violation of the DOT regulation that forbids this practice.
Second, United Airlines is in violation of the DOT regulation that forbids an airline from displaying multiple prices for tickets and demanding the higher price. When I went to purchase these tickets two prices were displayed. I was charged in accordance with DOT regulations the lower price. Now, United Airlines over four days after the tickets were issued is demanding that I pay the higher price. This is in direct violation of the DOT regulation that forbids this action.
United Airlines has waived any defenses that would allow them to cancel these tickets. First, United Airlines has already affirmatively honored tickets issued at the fare as purchased. This was also done AFTER United Airlines knew about the mistake. This constitutes an affirmative act validating United Airline’s liability for these tickets that United Airlines is now illegally trying to disclaim. Also, this fare was validated not just by their automatic ticketing system “SHARES” but by telephone agents that were authorized to issue tickets on United Airlines behalf. It is well settled that businesses are liable for actions take on their behalf by authorized agents acting in the normal course of business. As such, United Airlines remains liable for these tickets as originally issued.
In conclusion, paper tickets belong to the passenger that purchased them. Because they are paper airlines cannot change them without physical possession of the tickets. Now with e-tickets they remain the property of the passenger but in the possession of the airline. This system allows the airline to abuse ticketing in order to shake down passengers for more money in name of a “mistake.” In the July issue of United Airlines’ in-flight magazine United Airlines’ CEO makes the case that airlines are “the most regulated deregulated industry.” The actions taken by United in this case show why that regulation is needed to prevent airlines from abusing the flying public.
As such, I request that the DOT open an enforcement action against United Airlines for the wrongful and illegal unilateral cancellation of the tickets above.
Thank you,
First, United Airlines violated the DOT regulation that forbids airlines from canceling mistake fare tickets. United Airlines by canceling these tickets has forced me, if I so, chose to purchase these tickets at a higher price. DOT regulations forbid an airline from imposing post-ticketing fare increase. United Airlines by demanding that I pay more for these tickets is direct violation of the DOT regulation that forbids this practice.
Second, United Airlines is in violation of the DOT regulation that forbids an airline from displaying multiple prices for tickets and demanding the higher price. When I went to purchase these tickets two prices were displayed. I was charged in accordance with DOT regulations the lower price. Now, United Airlines over four days after the tickets were issued is demanding that I pay the higher price. This is in direct violation of the DOT regulation that forbids this action.
United Airlines has waived any defenses that would allow them to cancel these tickets. First, United Airlines has already affirmatively honored tickets issued at the fare as purchased. This was also done AFTER United Airlines knew about the mistake. This constitutes an affirmative act validating United Airline’s liability for these tickets that United Airlines is now illegally trying to disclaim. Also, this fare was validated not just by their automatic ticketing system “SHARES” but by telephone agents that were authorized to issue tickets on United Airlines behalf. It is well settled that businesses are liable for actions take on their behalf by authorized agents acting in the normal course of business. As such, United Airlines remains liable for these tickets as originally issued.
In conclusion, paper tickets belong to the passenger that purchased them. Because they are paper airlines cannot change them without physical possession of the tickets. Now with e-tickets they remain the property of the passenger but in the possession of the airline. This system allows the airline to abuse ticketing in order to shake down passengers for more money in name of a “mistake.” In the July issue of United Airlines’ in-flight magazine United Airlines’ CEO makes the case that airlines are “the most regulated deregulated industry.” The actions taken by United in this case show why that regulation is needed to prevent airlines from abusing the flying public.
As such, I request that the DOT open an enforcement action against United Airlines for the wrongful and illegal unilateral cancellation of the tickets above.
Thank you,
Jul 20, 2012, 7:12 am
#2181
Formerly known as hcampana
Join Date: May 2010
Location: AMS
Programs: Hilton Diamond
Posts: 463
hmm this is the second complaint of an unrelated ticket getting cancelled. They probably wrote some program to cancel all of the tickets at once instead of doing it individually and thereby screwed something up again and cancelled some valid tickets.
Last edited by myeurocrush; Jul 20, 2012 at 7:21 am
Jul 20, 2012, 7:12 am
#2182
Join Date: Oct 2010
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Jul 20, 2012, 7:17 am
#2183
Join Date: Nov 2006
Location: LAX
Posts: 2,851
1. Time to move on to the next best deal.
2. Whoever discovered this and don't want a mess should have kept it to herself/himself and maybe a few family members.
3. If it were honored, you could expect the Mileage Awards chart to increase to make up the lost of money to honor the awards....then we may just have another thread to cry about
4. Don't like United, move onto to another airline...don't like the food served at whatever restaurant, move onto another restaurant
5. Don't like your job, QUIT or make it better for yourself
Been amused reading this but don't you think we should move on........I do agree with many that for the time and effort, 5k or 10k miles should be awarded but good luck taking UA to Small Claims Court!!! Is it worth the time and effort???
2. Whoever discovered this and don't want a mess should have kept it to herself/himself and maybe a few family members.
3. If it were honored, you could expect the Mileage Awards chart to increase to make up the lost of money to honor the awards....then we may just have another thread to cry about
4. Don't like United, move onto to another airline...don't like the food served at whatever restaurant, move onto another restaurant
5. Don't like your job, QUIT or make it better for yourself
Been amused reading this but don't you think we should move on........I do agree with many that for the time and effort, 5k or 10k miles should be awarded but good luck taking UA to Small Claims Court!!! Is it worth the time and effort???
Jul 20, 2012, 7:19 am
#2184
Join Date: Oct 2007
Location: Dubai / NYC
Programs: EK-IO, UA-1K2MM, ETIHAD-GOLD, SPG-PLAT LIFETIME, JUMEIRAH SERIUS GOLD
Posts: 5,220
Should UA at least apologize to these customers? A case can be made for both yes and no. UA probably knows they have really not inconvienenced anyone. They know only a fool would have started planning a trip based in these tickets. If an ATM gives you $1000 instead of $100 by accident will a bank apologize that you can't keep the $900 extra?
Not really, those people were just smart enough to know that the best chance they had was to leave right away. The one thing I don't think UA can do is strand someone. If they could I'm sure they would
Last edited by iluv2fly; Jul 20, 2012 at 10:59 am Reason: merge
Jul 20, 2012, 7:22 am
#2185
FlyerTalk Evangelist
Join Date: Dec 2007
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No mention in an article this morning of DOT making a decision in this breaking news this morning on Chicago Tribune
http://www.chicagotribune.com/busine...,6915920.story
http://www.chicagotribune.com/busine...,6915920.story
Jul 20, 2012, 7:23 am
#2186
Join Date: Jul 2010
Location: Between AMS and BRU
Posts: 8,852
For example that the correct pricing was displayed during booking, that there is a award table and that payment was not completed (the incorrect miles were never charged to the account).
A well written complaint addresses all aspects of the process you went through when purchasing the award tickets.
Jul 20, 2012, 7:24 am
#2187
Join Date: Oct 2004
Location: NYC
Programs: UA 1K, SPG Platinum, UA Million Miler
Posts: 2,596
I'd say universal. Like RNG, all tickets were honored regardless of booking engine or airline. This case seems much simpler, it would be all honored or none, regardless of complaint. Then it gets into "Should we file a seperate complaint for each itinerary we booked?"
Seriously, stealing?
Seriously, stealing?
Last edited by BigPoppaCO; Jul 20, 2012 at 7:39 am
Jul 20, 2012, 7:33 am
#2188
In memoriam
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Jul 20, 2012, 7:38 am
#2189
Join Date: Aug 2008
Location: Sydney
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Unfortunately the law is not and has never been about Common sense. If we are talking about foreign perceptions of US would have to say one is that the law usually trumps Common sense!
Jul 20, 2012, 7:44 am
#2190
Join Date: Apr 2004
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