UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit
Aug 21, 2012, 12:29 am
#3782
Join Date: Sep 2009
Location: Global
Posts: 5,998
Because the Threat of DOT action on cancelling tickets that were purchased with money is real, no matter how little money involved, were as the DOT silence in relation to tickets booked with FF miles which not a currency, nor even your own property to begin with is a good sign that different rules apply depending on how tickets are paid for.
Aug 21, 2012, 1:10 am
#3783
Join Date: Aug 2004
Location: OSL/IAH/ZRH (time, not preference)
Programs: UA1K, LH GM, AA EXP->GM
Posts: 38,265
..For the UA tkts, it is certainly a different situation for those that booked by phone. These agents were morons, at over seas call centers & UA must pay the price by honoring these tkts since a phone agent is a "official" company representative. It's UA's fault that they mistakingly think they save money by hiring agents in India...
As far as the ones that bought by computer, it's a different situation so UA does not have to hire. I'm not saying it SHOULD be a different situation but it is. The law makes allowances for mistakes by computers. Instead of arguing over what's right & what's wring you should be fighting to change the law
Though my main objection - and I don't even think that UA should be obliged to honour a 4 mile fare - is that if agents believe that their company hawks of such tickets for this 'promo' discount, then customers most certainly are entitled to believe that too and with their behaviour UA sanctioned the deal.
Aug 21, 2012, 3:17 pm
#3784
FlyerTalk Evangelist
Join Date: Mar 2005
Programs: ua mm, aa plat, starriott LTPP, ihg plat, hh gold.
Posts: 13,017
I got my form letter today, letting me know my reservation has been canceled. 
Aug 21, 2012, 3:20 pm
#3785
Join Date: Oct 2008
Location: SIN
Programs: UA Platinum, DL Platinum, AFKL Gold, Qatar Gold
Posts: 895
Aug 21, 2012, 8:30 pm
#3786
FlyerTalk Evangelist
Join Date: Dec 2007
Location: BOS/ORH
Programs: AS 75K
Posts: 18,323
Other than the fact there was a published base fare for the RGN fare and the fact DOT sided with the consumers on the last RGN fare mistake and tickets restored not log after?
Maybe the same fact DOT hasn't really budged in almost 2 months on the 4 miler tickets and there's a published award chart for more than 4 miles?
Maybe the same fact DOT hasn't really budged in almost 2 months on the 4 miler tickets and there's a published award chart for more than 4 miles?
Aug 21, 2012, 8:34 pm
#3787
Join Date: Jan 2009
Location: WAS
Programs: AA EXP2M, DL 1MM DM ext, UA PP <=> HH G/Marr PE/Hyatt G/IHG P FT RA ( Recovering Addict)
Posts: 4,596
There seems to be quite some misconception about calls being handled by Agents in India. I hope you guys understand that Indians are the majority who run, maintain and manage your IT systems in the US ( my experience at the last 20 clients I have visited as a Consultant) and you can always get US Call Center agents who are complete morons and sometimes amazingly rude. Try talking to an US agent of British Airways and you will find that they are superb combination of dumb AND rude.
Last edited by iluv2fly; Aug 22, 2012 at 10:41 am Reason: response to deleted post
Aug 22, 2012, 6:09 am
#3788
Join Date: Apr 2004
Location: Washington DC
Programs: Premier Executive, Continental Platinum, SPG Gold, IHG Platinum, Velocity Gold, Alaskan MPV Gold.
Posts: 461
Official Response From United to me from email yesterday
Dear Mr. CXXXXXXXXX:
Thank you for contacting United Airlines.
Recently, a programming error resulted in the miscalculation of the total number of miles due on the confirmation page and email for MileagePlus award travel to, from, or through Hong Kong. The correct number of miles was, however, displayed throughout the online reward redemption process and even shown on the confirmation page itself (just above the incorrect 4 miles total price). This error affected ticketing requests in all classes of service, including United's Global First cabin. Round-trip fares in that section can cost $20,000, while Global First award tickets require 300,000 miles for round-trip flights.
I regret any misunderstanding this may have caused. Please know that at the time you requested MileagePlus award travel to, from or through Hong Kong, your account did not have the correct and published number of miles required to complete the purchase. As a result, we have canceled the reservation and refunded all taxes and fees. The number of miles required for this award was provided during your transaction and is published on the MileagePlus travel award chart on our website.
Your continued support is important to us. We look forward to welcoming you on board again soon.
Regards,
AXXXXX AXXX
Customer Care Manager
Thank you for contacting United Airlines.
Recently, a programming error resulted in the miscalculation of the total number of miles due on the confirmation page and email for MileagePlus award travel to, from, or through Hong Kong. The correct number of miles was, however, displayed throughout the online reward redemption process and even shown on the confirmation page itself (just above the incorrect 4 miles total price). This error affected ticketing requests in all classes of service, including United's Global First cabin. Round-trip fares in that section can cost $20,000, while Global First award tickets require 300,000 miles for round-trip flights.
I regret any misunderstanding this may have caused. Please know that at the time you requested MileagePlus award travel to, from or through Hong Kong, your account did not have the correct and published number of miles required to complete the purchase. As a result, we have canceled the reservation and refunded all taxes and fees. The number of miles required for this award was provided during your transaction and is published on the MileagePlus travel award chart on our website.
Your continued support is important to us. We look forward to welcoming you on board again soon.
Regards,
AXXXXX AXXX
Customer Care Manager
Aug 22, 2012, 7:27 am
#3789
Original Member
Join Date: May 1998
Location: Orange County, CA, USA
Programs: AA (Life Plat), Marriott (Life Titanium) and every other US program
Posts: 6,411
You probably missed it in this long thread. The official response is that they cancelled all of the reservations except for the people who were booked to travel within the first few days.
There are unconfirmed stories (I think from only one poster, and that person didn't actually fly) that a very few other people were also allowed to travel.
There are unconfirmed stories (I think from only one poster, and that person didn't actually fly) that a very few other people were also allowed to travel.
Aug 22, 2012, 7:46 am
#3790
FlyerTalk Evangelist
Join Date: Mar 2008
Location: body: A stone's throw from SFO, mind: SE Asia
Programs: Some of this 'n some of that
Posts: 17,263
Dear Mr. CXXXXXXXXX:
Thank you for contacting United Airlines.
Recently, a programming error resulted in the miscalculation of the total number of miles due on the confirmation page and email for MileagePlus award travel to, from, or through Hong Kong. The correct number of miles was, however, displayed throughout the online reward redemption process and even shown on the confirmation page itself (just above the incorrect 4 miles total price). This error affected ticketing requests in all classes of service, including United's Global First cabin. Round-trip fares in that section can cost $20,000, while Global First award tickets require 300,000 miles for round-trip flights.
I regret any misunderstanding this may have caused. Please know that at the time you requested MileagePlus award travel to, from or through Hong Kong, your account did not have the correct and published number of miles required to complete the purchase. As a result, we have canceled the reservation and refunded all taxes and fees. The number of miles required for this award was provided during your transaction and is published on the MileagePlus travel award chart on our website.
Your continued support is important to us. We look forward to welcoming you on board again soon.
Regards,
AXXXXX AXXX
Customer Care Manager
Thank you for contacting United Airlines.
Recently, a programming error resulted in the miscalculation of the total number of miles due on the confirmation page and email for MileagePlus award travel to, from, or through Hong Kong. The correct number of miles was, however, displayed throughout the online reward redemption process and even shown on the confirmation page itself (just above the incorrect 4 miles total price). This error affected ticketing requests in all classes of service, including United's Global First cabin. Round-trip fares in that section can cost $20,000, while Global First award tickets require 300,000 miles for round-trip flights.
I regret any misunderstanding this may have caused. Please know that at the time you requested MileagePlus award travel to, from or through Hong Kong, your account did not have the correct and published number of miles required to complete the purchase. As a result, we have canceled the reservation and refunded all taxes and fees. The number of miles required for this award was provided during your transaction and is published on the MileagePlus travel award chart on our website.
Your continued support is important to us. We look forward to welcoming you on board again soon.
Regards,
AXXXXX AXXX
Customer Care Manager
Aug 22, 2012, 7:49 am
#3791
Join Date: Apr 2004
Location: Washington DC
Programs: Premier Executive, Continental Platinum, SPG Gold, IHG Platinum, Velocity Gold, Alaskan MPV Gold.
Posts: 461
Aug 22, 2012, 9:09 am
#3792
FlyerTalk Evangelist
Join Date: Jul 2007
Location: DFW
Programs: UA Pleb, HH Gold, PWP General Secretary
Posts: 23,199
Heathrowguy was one of the people who was allowed to travel, you can contact him if you like and seek confirmation.
Aug 22, 2012, 3:38 pm
#3793
Join Date: Feb 2011
Location: SFO
Programs: AA Executive Platinum
Posts: 156
Got my email from United just a few minutes ago. Wow, talk about a delayed reaction...
Last edited by qtpinoy54; Aug 22, 2012 at 4:35 pm
Aug 22, 2012, 6:04 pm
#3794
Join Date: Feb 2011
Location: TUL
Posts: 93
I also was able to fly on the ticket within the first few days, was a fun trip! I even rebooked and changed dates to allow more time in HKG midway thru the trip.
