However, when the couple completed entering
Melissa’s information United’s website indicated
that she would need 44,550 miles, not 40,750
miles as with Robert.
Airlines’ website indicates the carrier will
sell to its frequent flier member’s miles if
they are short at a rate 1,000 mile increment
for $35 plus 7.5% excise tax. United claims this
is "perfect if you are just a few thousand miles
short of your next award trip”.
United represents that the amount of miles
needed for an award is a set published amount
"the amount of mileage necessary to redeem each
award will be set by United and published to the
members" United also states “mileage earned in
two or more different accounts may not be
combined to redeem any award”.
Concerned and upset Robert contacted United’s
customer service and explained what he was
experiencing online with booking a hotel room.
In court documents it reports that Robert was
informed by the carrier that “United utilizes an
algorithm that modifies the number of miles
needed for an award depending on the customer's
number of miles”. Essentially, admitted using an
algorithm that increases the number of miles a
customer needs for an award, based on their