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UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit

UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit

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Old Jul 4, 12, 6:32 pm
  #1  
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UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit

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Moderator Note: UA Insider's response from this thread (and subsequent posts) have been moved to this one.

Additional Update (7/19/12): UA Insider's post from 7/19/12 has been been copied to the top of this thread.
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Last edited by J.Edward; Jul 19, 12 at 8:01 pm
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Old Jul 16, 12, 8:08 pm
  #2  
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UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit

Hi Everyone, over the weekend, we discovered a united.com programming error that allowed customers to obtain Mileage Plus travel awards to and from Hong Kong for as little as four miles roundtrip per person, substantially below published levels, which we disclose to customers. We have since corrected the error and will be in contact with customers who have tickets issued at the incorrect award amounts. Customers will be given the choice to redeem at the correct mileage amount or re-deposit their award with all fees waived. We regret any inconvenience this has caused you, and appreciate your understanding.

Shannon Kelly
Director, Customer Insights
United Airlines
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Old Jul 16, 12, 8:08 pm
  #3  
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UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit

Originally Posted by UA Insider View Post
Hi Everyone, I want to provide you with a further update on our Hong Kong award programming error from this past weekend. Specifically here’s how we are proceeding with these reservations:
  • For those customers who had sufficient mileage in their account for the correct award amount, the correct amount of miles were deducted at the time of redemption. Any customers who do not intend to use the published number of miles for their ticket may cancel their reservation without paying a fee and we will refund all miles, taxes and fees.

  • For those customers who did not have sufficient mileage in their account for the correct award amount, the correct amount of miles could not be deducted at the time of redemption. These tickets have been canceled for non-payment and all taxes and fees have been refunded.

  • For those customers who have already begun travel, or are ticketed to begin travel on or before July 21, we will not cancel these tickets and will allow travel to be completed in full. This is intended as an accommodation to those customers whose travel is already underway or the departure date to begin travel is imminent.
We hope you’ll agree this was a unique circumstance. Unlike other widely reported “mistake fares,” the number of miles required for these awards – the correct purchase price – was clearly disclosed to customers throughout the MileagePlus award redemption process and is also available on our MileagePlus travel award chart.

We are in the process of communicating with affected customers at this time. Once again, we appreciate your understanding.

Shannon Kelly
Director, Customer Insights
United Airlines
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Old Jul 16, 12, 8:09 pm
  #4  
 
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UAs Official Response to HKG Ticketing/IT Error: Redeem @ Correct Amount or Redeposit

Originally Posted by UA Insider View Post
Hi Everyone, over the weekend, we discovered a united.com programming error that allowed customers to obtain Mileage Plus travel awards to and from Hong Kong for as little as four miles roundtrip per person, substantially below published levels, which we disclose to customers. We have since corrected the error and will be in contact with customers who have tickets issued at the incorrect award amounts. Customers will be given the choice to redeem at the correct mileage amount or re-deposit their award with all fees waived. We regret any inconvenience this has caused you, and appreciate your understanding.

Shannon Kelly
Director, Customer Insights
United Airlines
And boom goes the dynamite. Thanks for playing, everyone.

Last edited by J.Edward; Jul 16, 12 at 9:43 pm
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Old Jul 16, 12, 8:12 pm
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Originally Posted by UA Insider View Post
Hi Everyone, over the weekend, we discovered a united.com programming error that allowed customers to obtain Mileage Plus travel awards to and from Hong Kong for as little as four miles roundtrip per person, substantially below published levels, which we disclose to customers. We have since corrected the error and will be in contact with customers who have tickets issued at the incorrect award amounts. Customers will be given the choice to redeem at the correct mileage amount or re-deposit their award with all fees waived. We regret any inconvenience this has caused you, and appreciate your understanding.

Shannon Kelly
Director, Customer Insights
United Airlines
lol, what a surprise.

-David
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Old Jul 16, 12, 8:14 pm
  #6  
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Originally Posted by UA Insider View Post
Hi Everyone, over the weekend, we discovered a united.com programming error that allowed customers to obtain Mileage Plus travel awards to and from Hong Kong for as little as four miles roundtrip per person, substantially below published levels, which we disclose to customers. We have since corrected the error and will be in contact with customers who have tickets issued at the incorrect award amounts. Customers will be given the choice to redeem at the correct mileage amount or re-deposit their award with all fees waived. We regret any inconvenience this has caused you, and appreciate your understanding.

Shannon Kelly
Director, Customer Insights
United Airlines
Get ready for the lawsuits and fines.
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Old Jul 16, 12, 8:14 pm
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eipsode 2 begins

BTW is this official?
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Old Jul 16, 12, 8:14 pm
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Oh well, was fun while it lasted.
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Old Jul 16, 12, 8:15 pm
  #9  
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Originally Posted by UA Insider View Post
Hi Everyone, over the weekend, we discovered a united.com programming error that allowed customers to obtain Mileage Plus travel awards to and from Hong Kong for as little as four miles roundtrip per person, substantially below published levels, which we disclose to customers. We have since corrected the error and will be in contact with customers who have tickets issued at the incorrect award amounts. Customers will be given the choice to redeem at the correct mileage amount or re-deposit their award with all fees waived. We regret any inconvenience this has caused you, and appreciate your understanding.

Shannon Kelly
Director, Customer Insights
United Airlines

Haha. Have fun with trying to do that. I'll be in the wings waiting.
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Old Jul 16, 12, 8:15 pm
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Stage 1: Damage control: see who gives up their rewards voluntarily...
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Old Jul 16, 12, 8:15 pm
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Originally Posted by cdegt View Post
eipsode 2 begins

BTW is this official?
Looks like it is. Time to fill out the DOT form
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Old Jul 16, 12, 8:17 pm
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Buckle your seat belts it's going to be a bumpy ride....
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Old Jul 16, 12, 8:18 pm
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Originally Posted by harry0233 View Post
Looks like it is. Time to fill out the DOT form
If someone has it handy could they post a link to the form. Thx.
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Old Jul 16, 12, 8:19 pm
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It will be interesting to see how this test case plays out with the DOT.
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Old Jul 16, 12, 8:20 pm
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Originally Posted by UA Insider View Post
Hi Everyone, over the weekend, we discovered a united.com programming error that allowed customers to obtain Mileage Plus travel awards to and from Hong Kong for as little as four miles roundtrip per person, substantially below published levels, which we disclose to customers.
649 posts later...
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