Jan 7, 2016, 11:42 pm
Last edit by: WineCountryUA
Last year's thread United Consolidated Compensation Thread [2015]
Frequently Asked Questions:
1. I think I deserve something from UA -- whom do I contact?
- 1K/GS: Contact UA via the emails on the back of your MP card.
- Other UA Elites: PremierVoice
- All others (including all non-UA elites): Customer Care
Except for a few cases like IDB and some others, UA is under NO OBLIGATION to provide compensation but in some cases may provide a goodwill gesture.
2. What is the Customer Appreciation website?
If you have been told inflight to go to this site or received a "We are sorry for the inconvenience" card, go to the Customer Appreciation website first before contacting Customer Care.
In some cases you may received a direct e-mail, from the Proactive Recovery Operations Team, making a compensation/goodwill offer with a link to accept.
3. What do I get if UA decides to provide me the compensation/goodwill gesture?
UA's compensation/goodwill gesture generally will be provided in a form of ETCs or miles. Currently, the ETCs and miles offered maintains 2 cpm ratio ($50 ETC =2,500 miles).
4. Should I take miles or ETCs, and which one is better?
It is a personal preference, depending how you use the miles/ETCs.
For those booking international premium cabins, miles are likely to provided greater value than 2 cpm. Miles don't expire if you have account activity at least once every 18 months or have a qualified Chase UA-branded credit card.
ETCs have a 1-year validity from initial issuance and can be used on flights operated by UA or as UA Express ONLY. An ETC might have greater value for many domestic trips. For example, a $100 ETC may be sufficient enough to cover much of the cost of your future trip, its equivalent miles (5,000 miles) does not. And the ETC trip will earn PQDs (no value subtraction), PQM/Ss & RDMs. See Consolidated "Various tips for using an electronic certificate (TCVA & 016)" [Merged] for detail.
5. What recourse do I have other than Customer Care?
You should consider everything with Customer Care is final. However, if you want to push further, you can try emailing UA executives (including the CEO). UA is known to respond customers' emails.
6. What about DOT?
If you believe your concerns may fall under the jurisdiction of the U.S. Department of Transportation (DOT), contact DOT via the Air Travel Complaint - Comment Form.
Please note - What the DOT does is to refer your complaint to UA and require UA to respond. DOT does not usually handle your complaint unless your complaint involves in violating DOT regulations.
7. What about if I have been "Involuntary Denied Boarding" (IDB) by UA?
See Is this IDB? Am I entitled to IDB compensation? [Consolidated]
8. What about baggage claim?
Contact Baggage Resolution Service Center
9. What about if I have a EC261/2004 claim against UA?
See Best Practices for Filing EU 261 Claims Against United?
10. What if I get downgraded (traveling in a lower cabin then I was booked)?
See Downgraded from First/Business Class on United (Questions, Compensation, etc.) [2016]
Frequently Asked Questions:
1. I think I deserve something from UA -- whom do I contact?
- 1K/GS: Contact UA via the emails on the back of your MP card.
- Other UA Elites: PremierVoice
- All others (including all non-UA elites): Customer Care
Except for a few cases like IDB and some others, UA is under NO OBLIGATION to provide compensation but in some cases may provide a goodwill gesture.
2. What is the Customer Appreciation website?
If you have been told inflight to go to this site or received a "We are sorry for the inconvenience" card, go to the Customer Appreciation website first before contacting Customer Care.
In some cases you may received a direct e-mail, from the Proactive Recovery Operations Team, making a compensation/goodwill offer with a link to accept.
3. What do I get if UA decides to provide me the compensation/goodwill gesture?
UA's compensation/goodwill gesture generally will be provided in a form of ETCs or miles. Currently, the ETCs and miles offered maintains 2 cpm ratio ($50 ETC =2,500 miles).
4. Should I take miles or ETCs, and which one is better?
It is a personal preference, depending how you use the miles/ETCs.
For those booking international premium cabins, miles are likely to provided greater value than 2 cpm. Miles don't expire if you have account activity at least once every 18 months or have a qualified Chase UA-branded credit card.
ETCs have a 1-year validity from initial issuance and can be used on flights operated by UA or as UA Express ONLY. An ETC might have greater value for many domestic trips. For example, a $100 ETC may be sufficient enough to cover much of the cost of your future trip, its equivalent miles (5,000 miles) does not. And the ETC trip will earn PQDs (no value subtraction), PQM/Ss & RDMs. See Consolidated "Various tips for using an electronic certificate (TCVA & 016)" [Merged] for detail.
5. What recourse do I have other than Customer Care?
You should consider everything with Customer Care is final. However, if you want to push further, you can try emailing UA executives (including the CEO). UA is known to respond customers' emails.
6. What about DOT?
If you believe your concerns may fall under the jurisdiction of the U.S. Department of Transportation (DOT), contact DOT via the Air Travel Complaint - Comment Form.
Please note - What the DOT does is to refer your complaint to UA and require UA to respond. DOT does not usually handle your complaint unless your complaint involves in violating DOT regulations.
7. What about if I have been "Involuntary Denied Boarding" (IDB) by UA?
See Is this IDB? Am I entitled to IDB compensation? [Consolidated]
8. What about baggage claim?
Contact Baggage Resolution Service Center
9. What about if I have a EC261/2004 claim against UA?
See Best Practices for Filing EU 261 Claims Against United?
10. What if I get downgraded (traveling in a lower cabin then I was booked)?
See Downgraded from First/Business Class on United (Questions, Compensation, etc.) [2016]
United Consolidated Compensation Thread [2016]
Jan 16, 2016, 3:55 pm
#31
Join Date: Apr 2009
Location: LAX
Programs: UA Plat MM, CM Plat, Amex Plat, Hertz CP, Hyatt Globalist, SPG Gold, Vons Club
Posts: 6,850
And Mileage Plus Account Servicing for ORC..
Safe Travels
Jan 18, 2016, 10:04 am
#32
Join Date: Jan 2007
Location: NYC
Posts: 302
2016-01-15 UA960 EWR-FRA 6 hour delay after divert to BOS for a repair, 15k/$300
2016-01-18 UA963 TXL-EWR 6 hour delay after late inbound/crew rest issues, 7.5k/$150
2016-01-18 UA963 TXL-EWR 6 hour delay after late inbound/crew rest issues, 7.5k/$150
Jan 18, 2016, 10:16 am
#33
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,028
#2 depends on the reason for the 'inbound delay' and how UA coded the delay. If 'operational difficulties' then EU reg261. If late inbound and this was weather/ATC then it might be low, but that's all you can get
Jan 18, 2016, 10:38 am
#34
Join Date: May 2012
Location: ORF, RIC
Programs: UA LT 1K, 3 MM; Marriott Titanium; IHG Platinum
Posts: 6,956
These are just data points:
1) Non-status member flying on 1K miles. He missed connection at a hub, resulting in a 4+ hour later arrival at home (due to operational difficulties of the first flight). The offer was $150 in travel voucher.
2) Slightly non-operational lie-flat bed seat for a short flight (IAH-EWR), that is, the bed was only 170 degree flat. FA gave a "sorry for inconvenience" card. The offer was $75 in travel voucher for 1K member.
1) Non-status member flying on 1K miles. He missed connection at a hub, resulting in a 4+ hour later arrival at home (due to operational difficulties of the first flight). The offer was $150 in travel voucher.
2) Slightly non-operational lie-flat bed seat for a short flight (IAH-EWR), that is, the bed was only 170 degree flat. FA gave a "sorry for inconvenience" card. The offer was $75 in travel voucher for 1K member.
Jan 18, 2016, 1:57 pm
#35
Join Date: Dec 2010
Location: WAS-ish
Programs: UA 1K-MM + UC, Marriott Plat, National Exec
Posts: 1,341
Howdy. I'm doing BDL - ORD - ABQ today. The ORD-ABQ flight has been delayed by 5:15+. (I just boarded, and am sitting in 1D amusing myself with flyertalk.) Mostly due to the inbound aircraft taking a 5 hour MX delay in STL, followed by crew timing out once they got to Chicago. "Operational difficulties", indeed!
Anyway, I'd be grateful for recommendations on the best way to request compensation after I land. I'm not really a big complainer, but this seems to warrant it. Email to 1Kvoice?
Anyway, I'd be grateful for recommendations on the best way to request compensation after I land. I'm not really a big complainer, but this seems to warrant it. Email to 1Kvoice?
Jan 18, 2016, 3:12 pm
#36
Join Date: Aug 2010
Location: SEA
Programs: HH Gold, SPG Gold, AA Gold
Posts: 354
On that 1/9 ORD-PVG flight that diverted to NRT, my dad's offer as a 1K was $175 or 8750 miles, so it sounds like just a tier below what GS was offered. PVG was also his final destination.
Jan 18, 2016, 4:12 pm
#37
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,028
Howdy. I'm doing BDL - ORD - ABQ today. The ORD-ABQ flight has been delayed by 5:15+. (I just boarded, and am sitting in 1D amusing myself with flyertalk.) Mostly due to the inbound aircraft taking a 5 hour MX delay in STL, followed by crew timing out once they got to Chicago. "Operational difficulties", indeed!
Anyway, I'd be grateful for recommendations on the best way to request compensation after I land. I'm not really a big complainer, but this seems to warrant it. Email to 1Kvoice?
Anyway, I'd be grateful for recommendations on the best way to request compensation after I land. I'm not really a big complainer, but this seems to warrant it. Email to 1Kvoice?
Jan 18, 2016, 9:43 pm
#38
Join Date: Dec 2010
Location: WAS-ish
Programs: UA 1K-MM + UC, Marriott Plat, National Exec
Posts: 1,341
Thanks -- I'll follow up with what's offered when I know. In the meantime... for your amusement:
1. The flight finally made it. But somehow catering managed to deliver F meals that were literally frozen solid. Like, my teeth went "clunk, clunk" on the chicken wrap. Out of 6 pax in F, every single one ended up returning the meal uneaten, because they were literally inedible. Not "I wouldn't want to eat this" but "It is physically impossible to eat this."
2. Halfway through the flight, the reading light fell out of the ceiling and hit me in the head. Not a big deal, but... geez.
3. Upon landing, I had an automated email from the "Proactive Service Recovery Team", apologizing and directing me to the "Appreciation" site. I was impressed! Until I clicked through, all the way to the end of the process, where it addresses me by name, apologizes for the specific issue, and says "We'd like to offer you a token of our appreciation" ... and then the site errors out. Bork. Nothing.
Oh, United.
(Hey, I got to my destination. Eventually. It's a good reminder that that's all I should expect.)
1. The flight finally made it. But somehow catering managed to deliver F meals that were literally frozen solid. Like, my teeth went "clunk, clunk" on the chicken wrap. Out of 6 pax in F, every single one ended up returning the meal uneaten, because they were literally inedible. Not "I wouldn't want to eat this" but "It is physically impossible to eat this."
2. Halfway through the flight, the reading light fell out of the ceiling and hit me in the head. Not a big deal, but... geez.
3. Upon landing, I had an automated email from the "Proactive Service Recovery Team", apologizing and directing me to the "Appreciation" site. I was impressed! Until I clicked through, all the way to the end of the process, where it addresses me by name, apologizes for the specific issue, and says "We'd like to offer you a token of our appreciation" ... and then the site errors out. Bork. Nothing.
Oh, United.
(Hey, I got to my destination. Eventually. It's a good reminder that that's all I should expect.)
Jan 19, 2016, 9:44 am
#39
Join Date: May 2005
Location: ORD
Programs: UA 1K/1.5MM, HHonors Diamond, Bonvoy Titanium, Hertz PC, National Emerald Executive
Posts: 424
I think I've hit a new low from United. ORD-FLL on 1/15 was delayed 3.5 ours due to MX. We were so worried that we asked an agent at UC to protect us on the following flight - which they did. Our flight finally left after 3.5 delay. However, they were forced to take a longer route due to weather in FLL and ran out of fuel(keep in mind, total distance was less than ORD-SFO or ORD-LAX where this plane came from) - so they diverted to RSW instead to refuel.
And, of course, the wonderful UA reservation system did not properly cancel the subsequent flight I was protected on and promptly cancelled our return flight which I caught 24 hours later and had to call 1K desk to rebook.
All-in-all, arriving FLL 5+ hours late while paying the premium for early AM flight to FLL, we were offered $100 cert/each or 5k miles(both are 1K).
And, of course, the wonderful UA reservation system did not properly cancel the subsequent flight I was protected on and promptly cancelled our return flight which I caught 24 hours later and had to call 1K desk to rebook.
All-in-all, arriving FLL 5+ hours late while paying the premium for early AM flight to FLL, we were offered $100 cert/each or 5k miles(both are 1K).
Jan 19, 2016, 9:57 am
#40
Join Date: Mar 2012
Programs: Mileage Plus 1K; Marriott Platinum; Hilton Gold
Posts: 6,355
I think I've hit a new low from United. ORD-FLL on 1/15 was delayed 3.5 ours due to MX. We were so worried that we asked an agent at UC to protect us on the following flight - which they did. Our flight finally left after 3.5 delay. However, they were forced to take a longer route due to weather in FLL and ran out of fuel ....
Jan 19, 2016, 11:13 am
#41
Join Date: May 2005
Location: ORD
Programs: UA 1K/1.5MM, HHonors Diamond, Bonvoy Titanium, Hertz PC, National Emerald Executive
Posts: 424
Jan 20, 2016, 6:26 pm
#42
Join Date: Apr 2013
Location: ORD
Programs: UA 1K (.25MM) IHG Platinum Elite, SPG Platinum, Marriott Gold
Posts: 123
1859 ORD - SFO on Sunday. Delayed 1.5 hours because of ATC in SFO, not UA's fault but pax already frustrated. While boarding, FA announces (with what sounded like sincere empathy) that Wifi wasn't functional either. Not that they had streaming entertainment, but my chance at getting some work done was now shot. Gonna be a long flight over to SFO with nothing but the dark sky to look at.
Wrote to 1K voice expressing my frustration. Less than 24 hours later I got a response saying they were sorry about the broken Wifi and that a goodwill gesture ($100 ecert) would follow.
Did like the canned language at the end, I've never seen it before:
"Your Premier 1K status clearly demonstrates your loyalty to United Airlines. Please be assured your satisfaction and business are most important to us; and we look forward to serving you on future flights."
Wrote to 1K voice expressing my frustration. Less than 24 hours later I got a response saying they were sorry about the broken Wifi and that a goodwill gesture ($100 ecert) would follow.
Did like the canned language at the end, I've never seen it before:
"Your Premier 1K status clearly demonstrates your loyalty to United Airlines. Please be assured your satisfaction and business are most important to us; and we look forward to serving you on future flights."
Jan 20, 2016, 8:58 pm
#43
Join Date: Sep 2009
Location: Somewhere near a Airstrip
Programs: BAEC Gold, Hilton Gold, Marriot Platinum
Posts: 647
Seat Light not working on a mainline flight. $75 E-Certs or 3750 miles
What should I take?
What should I take?
Jan 21, 2016, 6:58 am
#44
Join Date: Apr 2002
Location: Los Angeles, CA, USA
Programs: United Global Services, Lifetime Hilton Diamond
Posts: 353
By coincidence, I just posted this in response to another question and thought it might be of interest here too:
I had 2 recent long haul 787 flights in a row with no entertainment or wifi for the entire flight. The F/A gave us the certificates where we were given a choice of miles or a monetary amount. Most recently, I had a trip booked with a family member over the holidays when weather prevented the aircraft from getting from the East Coast to the West Coast. I received a text that my flight had been cancelled due to system problems so I thought there would be enough time to rebook. I could not get through to the 1k line for over 2 hours. Additionally, United.com had a message on the home page that I had been rebooked with other members of my party and to click the box for details. Upon clicking the box, I only received an error message and my original reservation still showed the original itinerary on schedule! I had no alternative, but to buy tickets on another airline or risk not getting out that day to meet other family members on vacation. I saved a screen shot of the website saying I had been rebooked that was not working and also had my call history on my phone. After my trip, I called 1k Customer Care and they said that it was not handled properly and they gave me a travel credit for the 2 tickets I had to buy on another carrier. They also asked me to send the screen shots to Customer Care so they could send it to the proper channels to fix the bug. I also received a very nice apology email after sending it in. As a side note, I frequently compliment people too-- so hopefully my "permanent record" shows that I take the good and the bad of the relationship. I just wish it was not so much bad in recent months.
I had 2 recent long haul 787 flights in a row with no entertainment or wifi for the entire flight. The F/A gave us the certificates where we were given a choice of miles or a monetary amount. Most recently, I had a trip booked with a family member over the holidays when weather prevented the aircraft from getting from the East Coast to the West Coast. I received a text that my flight had been cancelled due to system problems so I thought there would be enough time to rebook. I could not get through to the 1k line for over 2 hours. Additionally, United.com had a message on the home page that I had been rebooked with other members of my party and to click the box for details. Upon clicking the box, I only received an error message and my original reservation still showed the original itinerary on schedule! I had no alternative, but to buy tickets on another airline or risk not getting out that day to meet other family members on vacation. I saved a screen shot of the website saying I had been rebooked that was not working and also had my call history on my phone. After my trip, I called 1k Customer Care and they said that it was not handled properly and they gave me a travel credit for the 2 tickets I had to buy on another carrier. They also asked me to send the screen shots to Customer Care so they could send it to the proper channels to fix the bug. I also received a very nice apology email after sending it in. As a side note, I frequently compliment people too-- so hopefully my "permanent record" shows that I take the good and the bad of the relationship. I just wish it was not so much bad in recent months.
Jan 21, 2016, 3:57 pm
#45
FlyerTalk Evangelist
Join Date: Aug 2009
Location: ZOA, SFO, HKG
Programs: UA 1K 0.9MM, Marriott Gold, HHonors Gold, Hertz PC, SBux Gold, TSA Pre✓
Posts: 13,811