UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit
Jul 18, 2012, 8:46 pm
#1261
FlyerTalk Evangelist
Join Date: Nov 2009
Location: Northeast Kansas | Colorado Native
Programs: Amex Gold/Plat, UA *G, Hyatt Globalist, Marriott LT Gold, NEXUS, TSA Disparager Unobtanium
Posts: 21,606
So we're 3 1/2 days into this fiasco and there's been absolutely no attempt by UA to individually contact its MileagePlus members about this issue -- even after it's hit the national media. Heck, I even got an email from UA about errors in the fairly obscure "Map Your Dreams" promo.
Just to retain some credibility, you would think we'd get an email explaining their actions and informing members what will happen with any of the award tickets booked under the error. I guess it's possible that they're still deciding what to do, but you would think you could get that done in 3 business days.
This is certainly not UA's finest moment. I'd even argue that the response is a worse bungle than the programming error that generated the problem.
Just to retain some credibility, you would think we'd get an email explaining their actions and informing members what will happen with any of the award tickets booked under the error. I guess it's possible that they're still deciding what to do, but you would think you could get that done in 3 business days.
This is certainly not UA's finest moment. I'd even argue that the response is a worse bungle than the programming error that generated the problem.
Option A) Don't honor any tickets and incur DOT fines
Option B) Show the customers that we value them, and honor the tickets.
Hmm, let's go with option A!!
Jul 18, 2012, 8:48 pm
#1262
Join Date: Feb 2010
Location: Vancouver, Canada
Programs: Hilton G/SPG G/IHG RA/Accor P/Aeroplan Elite/CZ S
Posts: 73
I will not let your guys fly to Hong Kong!!! by any means
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Last edited by iluv2fly; Jul 18, 2012 at 8:51 pm Reason: unnecessary
Jul 18, 2012, 8:50 pm
#1263
FlyerTalk Evangelist
Join Date: Apr 2001
Location: NYC
Posts: 27,238
So we're 3 1/2 days into this fiasco and there's been absolutely no attempt by UA to individually contact its MileagePlus members about this issue -- even after it's hit the national media. Heck, I even got an email from UA about errors in the fairly obscure "Map Your Dreams" promo.
I think it's been mentioned, but I wouldn't be surprised if a "compromise" allows those booked on partners to be re-booked on UA metal. Pretty sure that's what AA did when they had a problem sometime in the past year with a mistake fare for CX F. (Of course initially they tried to cancel the tickets or charge the difference before the DOT got involved.)
But of course the regulations are much more specific now, so who knows.
Jul 18, 2012, 8:51 pm
#1264
Join Date: Feb 2006
Posts: 222
Last time I flew UA out of EWR Internationally, I checked in at a kiosk and provided the international documentation for myself by swiping my passport through a slot, then just dropped my bag. I don't believe the CSR even looked at my documentation. You might be in even better shape if you're just with a carry-on since you won't be in front of a human at all.
Jul 18, 2012, 8:52 pm
#1265
Join Date: Jan 2005
Location: DEN
Programs: UA Gold-MM, AA Gold-MM, F9-Silver, Hyatt Something, Marriott Gold, IHG Plat, Hilton Diamond
Posts: 6,393
Sounds good to me..... as stated, I stupidly booked saver awards and had to connect (in Asia). I'd be just as happy (happier actually) get one of the SFO/EWR/ORD non-stops in the same cabin. Of course, those are now full for my dates!
Jul 18, 2012, 8:53 pm
#1266
Join Date: Nov 2010
Posts: 196
Even an email saying something along the lines of "we will contact you about it".
I haven't seen this mentioned:
United noticed an error three days ago. At some point it would seem that if they don't contact the customer, it should be seen as acceptance of the "faulty" terms.
IOW, if you notice an issue in something, and don't contact the other party, shouldn't that make for a legally binding agreement?
Last edited by iluv2fly; Jul 18, 2012 at 9:01 pm Reason: merge
Jul 18, 2012, 8:53 pm
#1267
Join Date: Jul 2012
Location: KSTP KSPG
Programs: AOPA
Posts: 974
Last time I flew UA out of EWR Internationally, I checked in at a kiosk and provided the international documentation for myself by swiping my passport through a slot, then just dropped my bag. I don't believe the CSR even looked at my documentation. You might be in even better shape if you're just with a carry-on since you won't be in front of a human at all.
Jul 18, 2012, 8:56 pm
#1269
Join Date: Feb 2010
Location: Vancouver, Canada
Programs: Hilton G/SPG G/IHG RA/Accor P/Aeroplan Elite/CZ S
Posts: 73
Jul 18, 2012, 9:02 pm
#1270
Join Date: Jun 2011
Location: New York City
Posts: 801
I haven't seen this mentioned:
United noticed an error three days ago. At some point it would seem that if they don't contact the customer, it should be seen as acceptance of the "faulty" terms.
IOW, if you notice an issue in something, and don't contact the other party, shouldn't that make for a legally binding agreement?
United noticed an error three days ago. At some point it would seem that if they don't contact the customer, it should be seen as acceptance of the "faulty" terms.
IOW, if you notice an issue in something, and don't contact the other party, shouldn't that make for a legally binding agreement?
Laches, waiver, estoppel, pick any of them; they all require longer than 72 hours.
Jul 18, 2012, 9:03 pm
#1271
Join Date: Dec 2010
Location: San Diego, CA
Programs: UA Silver/Marriott Gold/Hilton Gold
Posts: 540
If we're just connecting through Beijing we don't need a visa, correct? As long as we don't leave the airport?
Jul 18, 2012, 9:09 pm
#1273
Join Date: Jul 2012
Location: KSTP KSPG
Programs: AOPA
Posts: 974
I believe if you don't leave the international side of the airport you will not need a visa for 24 hours. you can also get a transit visa in the immigration line.
Jul 18, 2012, 9:11 pm
#1275
Join Date: Jan 2008
Posts: 3,578
+1.
Even an email saying something along the lines of "we will contact you about it".
I haven't seen this mentioned:
United noticed an error three days ago. At some point it would seem that if they don't contact the customer, it should be seen as acceptance of the "faulty" terms.
IOW, if you notice an issue in something, and don't contact the other party, shouldn't that make for a legally binding agreement?
Even an email saying something along the lines of "we will contact you about it".
I haven't seen this mentioned:
United noticed an error three days ago. At some point it would seem that if they don't contact the customer, it should be seen as acceptance of the "faulty" terms.
IOW, if you notice an issue in something, and don't contact the other party, shouldn't that make for a legally binding agreement?