UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit
Jul 17, 2012, 7:01 am
#302
Join Date: Dec 2011
Location: NYC
Posts: 1,393
I think everyone is missing the point. Airlines in general (and American carriers specifically) are just about the greediest business' around. They will fight tooth and nail even before giving a customer back $1 when they are entitled to it ( lost bag claims, hotel expenses, etc). Airlines break the law thousands of times a day and get away with it. Regardless of what is right and what is wrong, or legal , not legal, UA is going to do what it wants and let the chips fall where they may. Those of you telling the guy he should go to Hong Kong tomorrow are being irresponsible. I doubt UA will leave him stranded but am pretty sure they will deduct the correct miles, even if it brings his account to a negative. Those of you that got tickets for future travel are crazy to think UA will honor them. They will try to give the choice of deducting the full mileage or a refund "with fees waved" (I love that line. The balls they have for suggesting that they are doing you a favor by not honoring the tickets). For those of you that stand fast and refuse to accept UA's kind offer of a full refund of the 6 miles + fees and taxes, UA will probably offer some kind of apology with miles, or a reduced rate, etc. for those of us that don't have enough miles to cover the full cost, they may even allow accounts to go into negative numbers. But barring all that, if UA won't honor the tickets, no one is going to "make" UA fly them anywhere. Sure, we could sue them and I'm sure they know that. But by the time the case is heard, your flight will have departed long ago. The worst thing that happens then is UA loses the suit and is forced to give you a new tkt. big deal, they would have done that anyway by honoring them in the first place. It's a numbers game. If UA issued 100 of these tickets and don't honor them how many people will take this all the way to court? 25? If UA loses these suits somewhere down the road (years perhaps), they still win in the long run....Unfortunatly, they usually do.
What could happend if my (cats) acct goes negative? They're gonna send a collection agency for me to pay 2 CPM?
And the DoT also fines, which IS making them think twice about cancelling these tickets.
Jul 17, 2012, 7:02 am
#303
A FlyerTalk Posting Legend
Join Date: Apr 2001
Location: PSM
Posts: 69,232
I might have to switch to a different snack...I've had way too much popcorn lately.
Jul 17, 2012, 7:09 am
#304
Join Date: Jul 2002
Location: Virginia, USA
Posts: 4,508
Any consumer claims arising out of this will most likely end up at the bottom of someone's "In Box" at DoT and sit there for a long, long time.
Jul 17, 2012, 7:09 am
#305
Join Date: Oct 2004
Programs: DL Gold
Posts: 880
a) They couldn't care less about those customers who are here just for the free first class trip to Asia.
b) Their "most loyal customers" won't be leaving the airline because of a clear pricing error.
Jul 17, 2012, 7:12 am
#306
Join Date: Mar 2008
Location: Multiple locations
Programs: AAdvantage ExPlat LT Gold, BA Silver, Aegean Star Gold
Posts: 5,037
just be careful not to have a popcorn overdose, plus all that salt can't be good... 
perhaps to stay on the popcorn theme, try the PopChips or whatever they are called... or maybe even some fruits or veggies (Plastic covered apple or Carrot/Veggie sticks from an AC or RCC) hehe
now back on topic, my guess, a large % of people will give up and accept UA's offer and move on. A smaller subset will complain and say they will file DoT complaints but not do it, they will cave in. A really small subset, who have been around the rodeo once or twice already, will simply stick around. DoT complaints and see where this goes.
Again, it's not about sticking it to United, or anything like that. It's just a consumer using the tools at his or her disposal to enforce contracts.
perhaps to stay on the popcorn theme, try the PopChips or whatever they are called... or maybe even some fruits or veggies (Plastic covered apple or Carrot/Veggie sticks from an AC or RCC) hehenow back on topic, my guess, a large % of people will give up and accept UA's offer and move on. A smaller subset will complain and say they will file DoT complaints but not do it, they will cave in. A really small subset, who have been around the rodeo once or twice already, will simply stick around. DoT complaints and see where this goes.
Again, it's not about sticking it to United, or anything like that. It's just a consumer using the tools at his or her disposal to enforce contracts.
Jul 17, 2012, 7:14 am
#307
Join Date: Dec 2011
Posts: 1,185
You guys wonder why you're "over entitled". This thread says it all. Anyone who "purchased" this and didn't expect it to bounce back is a complete moron.
What a waste of bandwidth, time, and effort.
"I'm suing in federal court!"
L O L.
What a waste of bandwidth, time, and effort.
"I'm suing in federal court!"
L O L.
Jul 17, 2012, 7:19 am
#308
Join Date: Apr 2006
Posts: 1,259
No contact yet, but I notice the online reservation (ticketed on Sunday) still has a "refund" link alive. Can anyone shed light on whether this is normal behavior or whether the "refund" link typically goes away after the 24 hour post-ticket grace period has passed?
Secondary note, I really wish folks who didn't buy this ticket but are polluting the thread with their unwanted opinions would just go away. Clutching at pearls and swooning in outrage disguises a better lesson for them: mind your own business.
Secondary note, I really wish folks who didn't buy this ticket but are polluting the thread with their unwanted opinions would just go away. Clutching at pearls and swooning in outrage disguises a better lesson for them: mind your own business.
Jul 17, 2012, 7:20 am
#309
FlyerTalk Evangelist
Join Date: Mar 2005
Programs: ua mm, aa plat, starriott LTPP, ihg plat, hh gold.
Posts: 13,017
Just as a reminder to anyone talking about suing, filing DOT complaints or anything else....if you haven't received an email from united yet and your reservation is still intact, there's no need to do anything. @:-)
Jul 17, 2012, 7:20 am
#310
Join Date: Oct 2010
Posts: 66
I must say, while I would have loved them to honor my 2 BF tickets to HKG (would have made a great, 8 mile post-bar exam trip!), this has all been worth it for the hilarious amateur legal sniping from the original thread until now. it's made for a great last minute contracts review for the bar exam! if only they tested on administrative law as well...
Jul 17, 2012, 7:22 am
#311
Join Date: May 2009
Location: South Park, CO
Programs: Tegridy Elite
Posts: 5,678
Are the folks demanding that you honor a freebie or claiming "discrimination" because they were otherwise busy and couldn't get to the airport fast enough the ones you as a company care about anyways? Suggesting that FT represents the best customers is a stretch to begin with. Suggesting that the ones who booked mistake fares and demand that they be honored represent the best customers which you'd want to keep close seems quite strange to me.
I might have to switch to a different snack...I've had way too much popcorn lately.
I might have to switch to a different snack...I've had way too much popcorn lately.
Jul 17, 2012, 7:28 am
#312
Join Date: Apr 2007
Programs: Marriott Plat
Posts: 113
E-Ticket and Rant
I know we all have e-tickets. What if real hard tickets had been issued? WOuldn't that be harder for United to vaporize?
As of now I am doing nothing. IF and when United calls, I will let them know I am recording the conversation with This conversation may be monitored recorded to ensure my rights under US DOT regulations. I will decline both options and insist United keeps their contract with me.
I agree with others United responce on this board while from a UA offical can not be considered their offical responce, FT is not a member of the contract I enteredinto with United.They must contact me if they want to discuss the optons for modifiying our contract.
FYI I have about 9000 miles in my MP acct. None have deducted. BUt I currently have about 140000 milesworth of award travel booked that will be used prior to my Hong Kong trip.
In the least I will insist the reservation stands and they allow me time to gather the miles to pay their bait and switch fee while holding my feet to the fire with threats of cancelation. My seats will remain booked until I decide to pay the inflated ransome or cancel at a time of my choosing.
As of now I am doing nothing. IF and when United calls, I will let them know I am recording the conversation with This conversation may be monitored recorded to ensure my rights under US DOT regulations. I will decline both options and insist United keeps their contract with me.
I agree with others United responce on this board while from a UA offical can not be considered their offical responce, FT is not a member of the contract I enteredinto with United.They must contact me if they want to discuss the optons for modifiying our contract.
FYI I have about 9000 miles in my MP acct. None have deducted. BUt I currently have about 140000 milesworth of award travel booked that will be used prior to my Hong Kong trip.
In the least I will insist the reservation stands and they allow me time to gather the miles to pay their bait and switch fee while holding my feet to the fire with threats of cancelation. My seats will remain booked until I decide to pay the inflated ransome or cancel at a time of my choosing.
Jul 17, 2012, 7:29 am
#313
Join Date: Oct 2010
Programs: AA EXP, Hyatt Diamond, Hilton Diamond, SPG Plat
Posts: 83
It's not just the pricing error that has driven these loyal customers away. It is the blatant disregard for customer satisfaction, and their now proven inability to speak the truth, even in the media. Yes, I am referring to what they said in the 2007 WSJ article. Either you're an honest company or you're not, and I guess United is choosing to prove that they are not. When you say you will honor a mistake, "no matter how large", when you choose to go against your word, you are no longer trustworthy. United has chosen to publicly lie to its most loyal customers, and that is among the reasons they will be leaving.
Jul 17, 2012, 7:30 am
#314
formerly known as Frugal Travel Guy
Join Date: Jul 2001
Location: Greenville, SC
Programs: UA Gold, HH Gold, SPG Gold, Marriott Silver, Hyatt Platinum
Posts: 1,925
Hey United: How about a compromise?
1. admit you messed up but really want to make it right for your customers and shareholders at the same time.
2. Calculate the actual cost of honoring tickets and offer that to us after determining true labor costs of manually processing (two hours at X per hour)
3. Add additional fuel costs for hauling my chubby backside to Hong Kong
4. Add standard cost of meal and beverage service.
5. Downgrade us to business if you need to preserve First space or leave us there if that is in your best interests
6. move our dates to dates where you have empty seats, when we can fly and we will pay the additional incremental costs as described above.
It becomes a win win at that point. No financial loss to you and we get a great deal to Hong Kong.
Just imagine how impressed the DOT and all the press would be with that positive PR move on your part
2. Calculate the actual cost of honoring tickets and offer that to us after determining true labor costs of manually processing (two hours at X per hour)
3. Add additional fuel costs for hauling my chubby backside to Hong Kong
4. Add standard cost of meal and beverage service.
5. Downgrade us to business if you need to preserve First space or leave us there if that is in your best interests
6. move our dates to dates where you have empty seats, when we can fly and we will pay the additional incremental costs as described above.
It becomes a win win at that point. No financial loss to you and we get a great deal to Hong Kong.
Just imagine how impressed the DOT and all the press would be with that positive PR move on your part
Jul 17, 2012, 7:30 am
#315
Join Date: Dec 2000
Location: Orlando
Programs: UA, DL, Hilton etc.
Posts: 167
Couldn't have said it any better.....