UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit
Jul 16, 2012, 8:02 pm
#91
Join Date: Dec 2007
Location: DFW
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Posts: 1,002
Actually, under the new DOT guidelines, all tix can be cancelled for 24 hours (though AA claims their 24 hour hold policy equals a 24 hour cancellation policy).
Jul 16, 2012, 8:02 pm
#92
FlyerTalk Evangelist
Join Date: Dec 2007
Location: BOS/ORH
Programs: AS 75K
Posts: 18,323
Most of the US based majors (whats left of them) have had 24 hour cancel at customer request for a while. It only became the law this year that you have to allow 24 hour hold or a 24 hour cancel period
Jul 16, 2012, 8:03 pm
#93
A FlyerTalk Posting Legend
Join Date: Apr 2001
Location: PSM
Posts: 69,232
And next time don't book other, non-refundable expenses until it is clear that the mistake is being honored. You dug that hole yourself.
This is absolutely false. Canceling the ticket is expressly noted by the DoT as being a violation in that it implies the customer only can repurchase the itinerary at the new, higher fare.
Jul 16, 2012, 8:04 pm
#94
Join Date: May 1999
Posts: 1,627
UA Insider, I expected a more professional response, since you had 24 hours to talk this over with lawyers. If you really want to unilaterally cancel, EVEN after people have flown on this deal, you pretty much set it up for a Class Action, but I won't go so far YET... I'm more than willing to take my chances with the DoT. 
Jul 16, 2012, 8:05 pm
#95
Join Date: Aug 2007
Location: Near SEA
Programs: UA MM, AS MVPG75K, Marriott Lifetime Gold
Posts: 7,969
The DoT explicitly leaves out talk of the cost including the miles, so that was in fact correct.
Jul 16, 2012, 8:05 pm
#96
Join Date: Jun 2005
Posts: 4,645
I have to agree with you. I've actually made mistakes and been able to correct them in 24 hours with no fees.
Jul 16, 2012, 8:06 pm
#97
Join Date: Apr 2009
Location: SoCal
Programs: UA Plat, National Exec Elite
Posts: 833
There is no way the law applies to award tickets. UA wouldn't bat an eye at cancelling award tickets from accounts with suspicious activity (i.e. selling FF miles, etc.) UA can cancel any award tickets at will without cause.
Jul 16, 2012, 8:08 pm
#99
Join Date: Aug 2004
Programs: Marriott Plat
Posts: 946
The DoT has previously ruled (in the BA case) that expenses incurred in conjunction with the ticket which are non-refundable and which are not going to be used must be covered by the airline.
And next time don't book other, non-refundable expenses until it is clear that the mistake is being honored. You dug that hole yourself.
And next time don't book other, non-refundable expenses until it is clear that the mistake is being honored. You dug that hole yourself.
FWIW, I'm waiting for the official email before I file the DOT complaint. Maybe they'll throw some miles/vouchers out in exchange for forgetting it. We'll see.
Jul 16, 2012, 8:09 pm
#100
Suspended
Join Date: Jul 2012
Posts: 30
Under the law, award tickets are treated the same as all purchased tickets. You're completely off base in your statements.
Jul 16, 2012, 8:09 pm
#101
Join Date: Jun 2010
Location: ROC/NYC/MSP/LAX/HKG/SIN
Posts: 3,212
Shannon and the rest of United:
I have flown United exactly once, one way LAX-DEN, in the last 3 months. The reason for this is the extreme downgrades in service quality since the PSS conversion combined with the shift, almost exclusively, to Continental's way of doing things.
I have shifted my business to American Airlines, who not only matched my status, but offer higher service levels and a better frequent flyer program. They have welcomed me with open arms.
United, the one with the stylized U on the airplane, was my favorite airline from the time I was a small child. I've held elite status on United since 2005 and have been a 1K since 2009. That United honored every, single contract I ever entered into with it. That United bent over backwards to take care of me when things went wrong and I rewarded United with thousands upon thousands of dollars in business every year.
This United has apparently decided it will not honor the contract I entered into with it. Beyond the fact that I view such a stance as absolutely illegal, I view it as completely immoral and unethical. Whether or not this was a "mistake fare" makes no difference. I bought a ticket that United issued. That should be honored. I don't think either United or Continental would have done such a thing before the merger.
When American did their status match, my plan was to requalify on both airlines and see what I wanted to do from the start of next year. I don't see a point in that anymore. This United, which (short of some really excellent sUA front line staff who you have tortured with this merger) is not really United, has given me every reason to leave - and I control every single penny of where my travel dollar goes.
I have flown United exactly once, one way LAX-DEN, in the last 3 months. The reason for this is the extreme downgrades in service quality since the PSS conversion combined with the shift, almost exclusively, to Continental's way of doing things.
I have shifted my business to American Airlines, who not only matched my status, but offer higher service levels and a better frequent flyer program. They have welcomed me with open arms.
United, the one with the stylized U on the airplane, was my favorite airline from the time I was a small child. I've held elite status on United since 2005 and have been a 1K since 2009. That United honored every, single contract I ever entered into with it. That United bent over backwards to take care of me when things went wrong and I rewarded United with thousands upon thousands of dollars in business every year.
This United has apparently decided it will not honor the contract I entered into with it. Beyond the fact that I view such a stance as absolutely illegal, I view it as completely immoral and unethical. Whether or not this was a "mistake fare" makes no difference. I bought a ticket that United issued. That should be honored. I don't think either United or Continental would have done such a thing before the merger.
When American did their status match, my plan was to requalify on both airlines and see what I wanted to do from the start of next year. I don't see a point in that anymore. This United, which (short of some really excellent sUA front line staff who you have tortured with this merger) is not really United, has given me every reason to leave - and I control every single penny of where my travel dollar goes.
This is apparently a mistake fare from programming/IT. When most pages show the correct miles required but the final receipt was only a single digit, this basically bypassed all the hurdle of award ticketing that required standard or saver miles.(I think somebody in IT might have deliberately screwed this up with United 'by adding a divider to the equation', but who knows?) Think about the same system without exactly quoting four or eight miles, you would be able to book any tickets you want even though you do not have enough miles to redeem the tickets. Automatic systems did their job to confirm the tickets, but it will be accounting department to take care of the redemption process.
Though UA has been pretty messed up with flight scheduling, quality control, quality assessment and customer service, I do hope they are doing their best to minimize the damage from this incident following the redemptions through SQ two weekends ago.
Jul 16, 2012, 8:10 pm
#102
Join Date: Nov 2006
Location: LAX
Posts: 2,851
Could be that the it took about 24 hours for United to decide what should be done about the "mistake fare" and Sunday, Corporate offices are not open.
Therefore, all those who flew on Sunday lucked out. I don't think it is called discrimination against those who got to fly for 4 miles yesterday and the rest don't today or later. This error wasn't talked about till the next business day which is Monday.
Just my 2 cents.
Therefore, all those who flew on Sunday lucked out. I don't think it is called discrimination against those who got to fly for 4 miles yesterday and the rest don't today or later. This error wasn't talked about till the next business day which is Monday.
Just my 2 cents.
Jul 16, 2012, 8:13 pm
#104
Join Date: Sep 2010
Location: Phoenix, AZ
Programs: Starwood, Delta, American Airlines, USA, United
Posts: 223
Jul 16, 2012, 8:13 pm
#105
Suspended
Join Date: Jul 2012
Posts: 30
With all due respect, I think most of the content has very little to do with this particular situation here. Simply adding up what your feel about United as a whole does not make them change their mind in this particular case.
This is apparently a mistake fare from programming/IT. When most pages show the correct miles required but the final receipt was only a single digit, this basically bypassed all the hurdle of award ticketing that required standard or saver miles.(I think somebody in IT might have deliberately screwed this up with United 'by adding a divider to the equation', but who knows?) Think about the same system without exactly quoting four or eight miles, you would be able to book any tickets you want even though you do not have enough miles to redeem the tickets. Automatic systems did their job to confirm the tickets, but it will be accounting department to take care of the redemption process.
This is apparently a mistake fare from programming/IT. When most pages show the correct miles required but the final receipt was only a single digit, this basically bypassed all the hurdle of award ticketing that required standard or saver miles.(I think somebody in IT might have deliberately screwed this up with United 'by adding a divider to the equation', but who knows?) Think about the same system without exactly quoting four or eight miles, you would be able to book any tickets you want even though you do not have enough miles to redeem the tickets. Automatic systems did their job to confirm the tickets, but it will be accounting department to take care of the redemption process.