NEW YORK (AP) — It was an airfare deal too good to be true: fly first class to Hong Kong for just 4 frequent flier miles and $33 in taxes.
Clearly, it was a computer glitch. But it's also turning out to be the first major test of the Department of Transportation's new consumer protection rules prohibiting airlines from "increasing the price after the consumer completes the purchase."
On Sunday, computers at United Airlines erroneously let passengers book flights to Hong Kong — or other places in Asia connecting in Hong Kong — in exchange for 4 miles, plus government taxes. Frequent fliers quickly shared the error on blogs and online chat rooms. Some, such as Ben Schlappig who runs the site One Mile at a Time, advised people not to call the airline, saying, "there's no need to bring further attention to this pricing."
A business class seat for a flight on United to Hong Kong goes for about $8,500 or 120,000 frequent flier miles; first class costs $10,250 or 140,000 miles.
Before long, hundreds, if not thousands, of fliers — the airline won't say how many — booked trips. United eventually pulled the plug and announced it wasn't honoring tickets already sold. People could get a refund without paying a penalty or have the proper amount of miles deducted. Anyone who had already started their trip would be allowed to complete their travel.
Several people who booked tickets complained to the DOT, which is now investigating.
"Our rule on post-purchase price increases applies to frequent flier tickets, particularly when they also entail cash payments," DOT spokesman Bill Mosley said via email.
There's one sticking point in this case: the cost advertised was actually correct. A ticket searcher initially saw a cost of 120,000 miles. It was only when customers went to book that the 4 mile figure appeared. And if customers had the full 120,000 miles in their accounts, that was actually deducted. Those with less had no miles deducted. All passengers were charged the appropriate taxes.
Mosley said the agency hadn't yet "reached any conclusions."
The maximum penalty per violation is $27,500 but the government has wide discretion in what amount to actual fine. DOT says each ticket sold by United could be considered a separate violation.
Susan Clarke, a 62-year-old retired teacher from Aiken, S.C., is one of the people who bought a ticket. She knew it was a computer glitch but booked a trip for March anyway.
"United just made a big mistake and needs to honor it," she said. "That was their mistake, wasn't it?"
But those who make a living off finding airfare sales say there is a difference between a good deal and taking advantage of a mistake.
"When a waiter adds up the check wrong in my favor, I let him or her know. When a clerk hands me back too much change, I give it back," said George Hobica, founder of AirfareWatchdog. "These fliers knew that this was a mistake, and they should treat an airline the same way they treat any other entity."
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Scott Mayerowitz can be reached at http://twitter.com/GlobeTrotScott.
8 댓글
barry
2012-07-19 04:19:12
티켓당 맥시멈페널티가 $27,500일수있다는데 DOT에서 나오는 페널티봐서 계산기두드려보고 결정하는건가요? 처음엔 아너안해준다고했는데 이미 이 티켓으로 비행한 사람들도 있다는ㅋㅋ
월오마
2012-07-19 05:41:13
DOT 발표나오기전엔 맘대로 취소시키지도 못하니 발표전에 출발하는경우는 반강제로(UA입장에서) 아너될겁니다..(UA의 가슴은 찢어질드하겠지만 UA의 행태를 보면 동정도 안감..)
DOT 발표를 한 1년뒤에 해주면 고마운데..ㅋㅋ\
아무튼 UA 수뇌진들 요즘 워싱턴 DC 열심히 다니고 잇겠네요.
Asset
2012-07-19 06:15:05
일반적으로 계약법에서 금액이나 수량등의 계산이 상대방이 금방 알아차릴수 있을 정도의 명백한 실수가 있는 경우, 계약 취소가 가능한걸로 알고 있는데요... 항공권의 경우 DOT에서 특별 감독을 또 받으니까 어떻게 될지 모르겠네요..^^
롱텅
2012-07-19 06:54:31
참으로 궁금합니다,
이런건 뒈췌 누가/어떻게 최초 발견하는 것인지...
apollo
2012-07-19 07:34:02
저는 놓쳤지만, 마적단 중에는 홍콩 패밀리가 누구실까나?
부디 좋은 결과를!! ....
저도 롱텅님처럼 누가 최초로 발견하는지, 궁금합니다. 더불어 어떡해야 바지가락이라도 잡을 수 있게 빨리 알 수 있을까요?
지금 생각해도 양동이는 제겐 로또였읍니다..다시 한번 두다멜님 감솨~~~~
oneworld
2012-10-18 14:14:19
저도 구입했습니다.. ㅎㅎ
apollo
2012-10-18 14:32:13
보따리좀 풀어봐 주세요..
키아
2012-10-19 03:59:03
응암동님은 놓치시는게 없으세요. 옆집에 살고싶은 일인입니다. ㅎㅎ