Feb 8, 2015, 1:34 pm
Last edit by: WineCountryUA
Previous thread on this topic: http://www.flyertalk.com/forum/united-airlines-mileageplus/1048772-does-ua-still-provide-hotels-1ks-weather-delay-cancelation-misconnect.html
Summary
"GG AMENITIES"
GG Code (United Internal Policies) Master List
It appears UA still has a policy to provide overnight lodging for
-- 1Ks/GS for all causes including WX/ATC
-- *G on international premium cabin itin for all causes including WX/ATC
-- all passengers for a UA caused overnight delay
Lodging offers are not always proactively provided and some reports of pushback. But many have been successful in filing claims for hotel bills and receiving an ETC post-event if qualified per above guidelines. Note UA will likely place a reasonable limit on "reimbursement."
Note -- in cases of major weather room availability may be an issue.
Star alliance reference guide for IRROPS:
http://rg.star-allianceemployees.com/irregular-operations-handling.html
https://portal.staralliance.com/cms/publications/reference-guide
(pdf: page 152)
https://portal.staralliance.com/cms/publications/reference-guide/starallianceguide_1201b.pdf/@@download/file/StarAllianceGuide_1201b.pdf
Summary
"GG AMENITIES"
GG Code (United Internal Policies) Master List
It appears UA still has a policy to provide overnight lodging for
-- 1Ks/GS for all causes including WX/ATC
-- *G on international premium cabin itin for all causes including WX/ATC
-- all passengers for a UA caused overnight delay
1.Lodging - UA will provide at its option either one night’s lodging, or, if no lodging is provided and upon the passenger’s request only, reimbursement for one night’s lodging in the form of an electronic travel certificate that may be applied to future travel on UA up to a maximum amount determined by UA when a UA flight on which a Passenger is being transported incurs Irregular Operations and the Passenger incurs a delay that is expected to exceed four hours between the hours of 10:00 p.m. to 6:00 a.m. local time. Where lodging has been offered but not accepted by a Passenger for whatever reason, UA is not liable to reimburse the Passenger for expenses relating to alternative lodging secured independently by the Passenger.
EXCEPTION: Lodging will not be furnished:
a.To a Passenger whose trip is interrupted at a city which is his/her permanent domicile, origin point, or stopover point, or
b.When the destination city airport that is designated on the Passenger’s Ticket and the city airport that the Passenger is diverted to are both within the following city groups: .... See CcC for list
c.When such interruption is due to circumstances outside UA’s control.
EXCEPTION: Lodging will not be furnished:
a.To a Passenger whose trip is interrupted at a city which is his/her permanent domicile, origin point, or stopover point, or
b.When the destination city airport that is designated on the Passenger’s Ticket and the city airport that the Passenger is diverted to are both within the following city groups: .... See CcC for list
c.When such interruption is due to circumstances outside UA’s control.
Note -- in cases of major weather room availability may be an issue.
Star alliance reference guide for IRROPS:
http://rg.star-allianceemployees.com/irregular-operations-handling.html
https://portal.staralliance.com/cms/publications/reference-guide
(pdf: page 152)
https://portal.staralliance.com/cms/publications/reference-guide/starallianceguide_1201b.pdf/@@download/file/StarAllianceGuide_1201b.pdf
Amenities - Controllable*
Provide the minimum amenities as defined below and as required by law for all customers.
Amenities - Uncontrollable*
In the event of an uncontrollable delay, Star Alliance member carriers will provide amenities to premium customers (First, Business and Star Alliance Gold status customers and customers requiring special assistance) travelling on an "intercontinental" journey including "intercontinental connection" to/from domestic services. An "intercontinental connection" is defined as one which does not exceed 24 hours. Intercontinental services are defined as those operating between Europe, Asia, North America (including Central America), South america, Australia & New Zealand and Africa.
*Special conditions apply for EU registered carriers and non-EU registered carriers operating from the EU.
Minimum Amenities
Access to phone and/or Wi-Fi and/or other means of communication and/or provide information about communication access;
Meals and/or refreshments when delay exceeds two hours;
Hotel accommodation for more than 8h delays if it occurs in overnight period;
Ground transportation between airport/hotel/airport must be provided upon customer request;
For those customers who decline airport accommodations, carrier should provide ground transportation options to allow customers to travel to/from their residence if within 80 km from the airport, or provide ground transportation compensation fee.
Provide the minimum amenities as defined below and as required by law for all customers.
Amenities - Uncontrollable*
In the event of an uncontrollable delay, Star Alliance member carriers will provide amenities to premium customers (First, Business and Star Alliance Gold status customers and customers requiring special assistance) travelling on an "intercontinental" journey including "intercontinental connection" to/from domestic services. An "intercontinental connection" is defined as one which does not exceed 24 hours. Intercontinental services are defined as those operating between Europe, Asia, North America (including Central America), South america, Australia & New Zealand and Africa.
*Special conditions apply for EU registered carriers and non-EU registered carriers operating from the EU.
Minimum Amenities
Access to phone and/or Wi-Fi and/or other means of communication and/or provide information about communication access;
Meals and/or refreshments when delay exceeds two hours;
Hotel accommodation for more than 8h delays if it occurs in overnight period;
Ground transportation between airport/hotel/airport must be provided upon customer request;
For those customers who decline airport accommodations, carrier should provide ground transportation options to allow customers to travel to/from their residence if within 80 km from the airport, or provide ground transportation compensation fee.
Hotels? for 1K irrops (WX, MX, ...)? [Consolidated Q&A 2015-forward]
Jun 20, 2019, 6:51 am
#185
Join Date: Oct 2009
Programs: UA 1K, Hilton ♦ , Hyatt Carbonado, Wyndham ♦, Marriott PE, "Stinking Bum" elsewhere.
Posts: 4,998
TomMM's advice is sound: Take care of #1 first, worry about who will pay for it later.
Jun 20, 2019, 9:14 am
#186
Join Date: Jul 2010
Location: YEG
Programs: UA 1K, AC SE, WJ Gold
Posts: 352
TomMM's advice is sound: Take care of #1 first, worry about who will pay for it later.
CS desk lines were hundreds deep, UC line was at least 25 deep. I walked out to check in and got meal vouchers from the Premium area and went to the hotel. Sent 1Kvoice my hotel receipt and they are sending a check. I was on a paid D fare, so I don’t know if that makes any difference. But I was told on the phone that the phone agents can’t deal with hotels and it has to be done at the airport anyway. I am not a fan of the hotels they book so I took care of my own plans and will get a check in the mail soon.
Jun 20, 2019, 9:42 am
#187
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
Posts: 4,164
Incidentally UA did have to cut a check for that trip -- KX insisted even though the bag was through-checked and tagged UA hadn't sent them the required info and charged me their bag fee and to "take it up with UA" -- UA's check for the fee and an ETC for the inconvenience (not requested) were in my mailbox within 7 days. Thought UA handled it very well.
Jun 20, 2019, 5:04 pm
#188
Join Date: Aug 2010
Location: D/FW
Programs: DL MM/Silver; UA 1K ; Hilton Gold; Marriott Titanium; Avis Pref+,Hertz PC
Posts: 585
Last night around midnight while still waiting for our plane to go back to the gate, I called Hilton and booked a room at the Short Hills property. Only 15 mins by Uber. All the hotels I checked around the EWR had no rooms available. 1K desk rebooked us on today's flight and now showing a 2-hr delay out of EWR. Our original flight was not cancelled, it turned out. It left at 7 this morning. It had to return to the gate due to ATC and crew timed-out. So today I email them with my hotel folio, so we shall see.
Jun 20, 2019, 5:08 pm
#189
A FlyerTalk Posting Legend
Join Date: Sep 2002
Location: LAX/TPE
Programs: United 1K, JAL Sapphire, SPG Lifetime Platinum, National Executive Elite, Hertz PC, Avis PC
Posts: 42,205
Last night around midnight while still waiting for our plane to go back to the gate, I called Hilton and booked a room at the Short Hills property. Only 15 mins by Uber. All the hotels I checked around the EWR had no rooms available. 1K desk rebooked us on today's flight and now showing a 2-hr delay out of EWR. Our original flight was not cancelled, it turned out. It left at 7 this morning. It had to return to the gate due to ATC and crew timed-out. So today I email them with my hotel folio, so we shall see.
Jun 20, 2019, 7:29 pm
#190
Join Date: Dec 2008
Location: Chicago IL US
Programs: UA 1K; National Executive Elite; Hertz PC & Hotels Galore
Posts: 946
They should reimburse you - I had a misconnect issue last year and rather than take the risk of no hotel rooms in ORD when I finally made it, I booked a room at the airport Hilton (big mistake, but that's another issue) with my corp rate, and while the agents in DEN and ORD would only offer me meal coupons, they had no rooms near the airport when I finally arrived aside from a Red Roof Inn miles away....even the airport agents told me to email the receipt and UA would send me a check, which they did.
ETA: seems relevant as this is a 1Ks in Hotels thread
Jun 20, 2019, 8:02 pm
#191
A FlyerTalk Posting Legend
Join Date: Sep 2002
Location: LAX/TPE
Programs: United 1K, JAL Sapphire, SPG Lifetime Platinum, National Executive Elite, Hertz PC, Avis PC
Posts: 42,205
I expected a much nicer, modern, updated room than I received - it appears the hotel is old, tired and worn out and I could have taken a hotel shuttle to a nicer Westin or Sheraton in the time it took to walk from my UA gate to the hotel.
Jun 20, 2019, 8:40 pm
#192
Join Date: Jul 2012
Location: Chicago
Posts: 1,161
Hilton is < 5 min. walk from bag claim via tunnels so the next nearest hotel (Hyatt Regency O’Hare?) will take you at least 15 min. longer to reach via cab + fare.
Jun 20, 2019, 8:54 pm
#193
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
Posts: 4,164
One of the tricks I the front desk offered on my last stay at the ORD Hilton (also first, and it was nothing special but certainly not overly disappointing IMO as far as airport Hiltons go; certainly no worse than the ORD Westin that UA put me up in last year) is to avoid the tunnel entirely in decent weather: From the Hilton check-in desk exit straight through the front doors, hang a left, cross the terminal roadway, sliding door into baggage claim, escalator up to check in level through TSA and done. Maybe partially because the route was more scenic but it seemed at least 50% shorter than the tunnels I had used to get -to- the Hilton.
Jun 21, 2019, 7:03 pm
#194
Join Date: Jul 2005
Location: NYC
Programs: UA-1K MM, AA-Gold, DL-Silver, AS-MVP
Posts: 2,508
CHS-EWR canceled due to ATC. Flight was already delayed and ended up getting canceled around 2h before departure. Last flight of the day, I was rebooked for the next morning but since I was already near the airport, I went there to look for alternatives. My first option was to get on DL flight but it was already under airport gate control. Next option was to standby on IAD flight to fly CHS-IAD-EWR/LGA, but CHS-IAD was full. Also didn't matter as that flight ended up being delayed for more than 1h and I would have misconnected.
Asked for meal/hotel voucher, was denied at first cause it's "weather/ATC", but agent later recognized my status and forced a voucher through. Now sitting in a meh Hilton Garden Inn waiting for next day's flight.
Asked for meal/hotel voucher, was denied at first cause it's "weather/ATC", but agent later recognized my status and forced a voucher through. Now sitting in a meh Hilton Garden Inn waiting for next day's flight.
Jun 22, 2019, 12:43 pm
#195
Join Date: Jan 2005
Location: Maine
Programs: UA Gold, Hyatt Glob, Marriott Plat, National EE, Hertz PC
Posts: 706
I hadn't tried asking for one of these in two years, but I was recently denied a hotel room by the agent and the supervisor at DTW as a 1K when weather canceled my flight to EWR and forced an overnight. I booked my own room and followed-up with 1K voice attaching my receipt. They also denied reimbursement or a voucher since it was weather related. Just another data point showing it's a YMMV situation.