2. Case Overview
In July 2012, United Airlines
began refunds to passengers
because of computer glitch to
book flights
United stopped selling tickets and
it wasn’t honoring the tickets
already sold
For passengers who had already
started the trip would be able to
finish it
3. U.S Department of Transportation (DOT) had recently
enacted the rules that prohibited airlines from
increasing prices after consumers make their purchase,
so United was violating the rule
4. Case 1
E-mail from customer service director at United to
customers that explain United regrets the error but sees
it as an honest technical mistake rather than an attempt
to avoid honoring a claim
5.
6. Case 2
Letter to Department of Transportation explain that the
results of United’s internal investigation and requesting
that no further action be taken regarding whether
United violated DOT regulations