Originally Posted by
John26
From a popular (non-United) web site for United FAs:
United will discontinue offering customers meal vouchers in the event of a delay or cancellation except in the case of overnight accommodation (or a "flight of note," which is handled separately by the ProTeam). This change is effective June 16.
If there is a controllable delay or cancellation (i.e. United's fault), and the customer must be accommodated in a hotel to resume his/her travel the next day, customer service representatives (CSRs) may issue one $15 meal voucher per affected customer. CSRs are not authorized to provide meal vouchers under any other circumstances. This $15 voucher is a gesture of goodwill meant to defray the cost of a meal, not offset it.
Please understand that if you offer meal vouchers to customers outside of this policy, the CSRs will be unable to fulfill them.
We are making this change as we continue work to strike the right balance between providing meaningful goodwill to our customers in the event of a trip interruption and ensuring our expenses are appropriately targeted in this difficult business environment, we have an opportunity to be more consistent by providing accommodation where it is most impactful.
We will still comply with specific government regulations that differ from this new policy (e.g., European Union law.). And where minimum Star Alliance requirements differ from United’s policy, upon request, we will provide the eligible Star Alliance customer with the accommodation.