BertG

What would your next step be?
Edit: Date should be Dec 14.
On Dec 16 United had a mechanical delay on #293 LAX-IAH. I was forced to overnight at Houston, and United refused to pay overnight costs. Upon arrival, cust service said it wasn't their fault.
The next morning, in speaking to customer service about payment, they advised me that they could see on their computer that it was due to a baggage problem. Therefore, I should lay claim in an email on United's website, which I did.
In that email, I advised them of the baggage problem, reminded them of the terms of their contract of carriage, and requested reimbursement of a paltry $82.00. Secondly, I requested a $100 credit for a future ticket because of the trouble I had to get reimbursed.
My question is: I was given the $100 credit, but was not reimbursed for my expenses.
Its a paltry amount. But they cheated about 20 travelers that night out of money United should be paying.

Edit on 1/28/2014: The following is UA response from the complaint filed via DOT:
While we regret the inconvenience you experienced due to flight delay,
> we are often unable to provide compensation or any vouchers for flight
> delays less than 4 hours. It is never our intent to inconvenience our
> passengers, and I am very sorry your valid expectations were not met.

So, I ask you, what would your next step be?

BearX220

File a formal complaint with the US Department of Transportation here:

http://www.dot.gov/airconsumer/air-t...t-comment-form

UA has a clear pattern of denying customary compensation until DOT is involved, then they suddenly come around and ring you up to ask where you'd like the check sent. It worked for me.

gengar

What was their explanation???

xliioper

#293 was LAX-EWR on 12/16.

zerolife

Never had a forced overnight as I have been lucky enough to always find another route home. However, I would ask for at least a $300 certificate + all expenses (hotel and dinner). Last time I was delayed for slightly over 4 hours, United volunteered a $200 certificate.

BertG

Thanks LBJ. The flight date was Sat, Dec 14th. This was the date used in email from/to United.

BertG

There were about 12 people lined up at customer service. As I'm silver with US Air, I used their preferred lane. The clerk simply said it wasn't their fault and here is a voucher (his words) for a hotel room. I was naive enough to believe it was at their expense.

lhrsfo

What to do?

Either one or all of the following:
1. Forget about it (what United is hoping for)
2. Continue pursuing it with United
3. Never fly United again
4. Complain to the DoT
5. Use social media to humiliate United.

Personally, I think it makes sense to go the humiliation route, because I'm of the view that they deliberately try to cheat people in these circumstances and that it should be substantially more expensive for them to take that route than to treat people properly.

alex_b

So what was the voucher for if it wasn't to pay for the hotel?

LaserSailor

Probably a voucher for the 'distressed traveller' rate, not a free stay.

FiveMileFinal

I'd say #2, #3, #4, and #5. ^

It's a numbers game. Now that they are one of 3 legacies left, they expect you to kick rocks and will tell you that straight up on the first go-round. Shame them up, DOT them up, then never set foot on a United plane again. Money is the only thing they understand.

Often1

OP - Without more information, there is no way anybody here can provide you with accurate recommendations:

1. Was IAH your destination or did you misconnect to another station? If so, was that on the same ticket as your LAX-IAH or a separate ticket.

2. I am curious about the reference to "baggage" and "not our fault". Do you recall what the problem was that created the delay? Do you have any insight as to why -- whether you agree or disagree -- the UA said that?

andryas

Let me guess, some passengers decided that they didn't want to fly anymore just before boarding was completed, and they had to call back the ramp crew to dig and unload their check baggage. Believe it or not, it happened to me twice on UA in November and December, both caused 30 minutes to 1 hour delay. In both instances, no announcement was made except apology for the delay, but any FF would know exactly what was going on. The similarity of the two events made me think conspiracy, or that I was the unluckiest UA flyer

spin88

I second (or fourth) the suggestion to file a DOT complaint. They are in violation of DOT rules, they were required to provide accommodations to you.

Complaints can be filed here: http://www.dot.gov/airconsumer/file-consumer-complaint

File, and you will get results. And it also helps all of us as it raises UAL's dishonest conduct with DOT, which may eventually force them to change their "texas cheat-m" ways...

Often1

We should wait for OP to respond.