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 21, 2015, 12:33 pm
#77
FlyerTalk Evangelist
Join Date: Dec 2002
Location: Danville, CA, USA;
Programs: UA 1MM, WN CP, Marriott LT Plat, Hilton Gold, IC Plat
Posts: 15,717
- Trip Delay Reimbursement (up to $300 per ticket, to cover lodging, meals, etc. necessary due to your delay)
- Trip Cancellation/Interruption Insurance (up to $5,000)
- Baggage Delay (excess coverage of up to $500 for emergency purchase of essentials if baggage is delayed 18+ hours)
Jun 24, 2015, 11:58 am
#78
Join Date: May 2004
Programs: UA 1K 2MM, BA Gold, SQ TPP
Posts: 1,487
I assume this benefit has been withdrawn (or is at best left to the discretion of the airport agent)?
I was at DEN and the UC agent had never heard of this benefit ... I found that surprising (assuming she is UA not CO) ...
I was at DEN and the UC agent had never heard of this benefit ... I found that surprising (assuming she is UA not CO) ...
Jun 25, 2015, 10:00 pm
#79
Join Date: Feb 2014
Programs: UA 1k, US Airways Silver, SPG PLT, Marriot Gold, Hertz PC
Posts: 536
Help needed - originally aircraft maintenance, now weather delays
UA6102. Originally coded as aircraft maintenance delays for 2 hours (I have a text). It's now showing 6 hour delay due to weather.
Agent says they can't provide hotel vouchers because the majority of the delay is weather relate. I had a phone agent tell me I could just book a room and email it in. Whats the general consensus on this?
Agent says they can't provide hotel vouchers because the majority of the delay is weather relate. I had a phone agent tell me I could just book a room and email it in. Whats the general consensus on this?
Jun 25, 2015, 10:10 pm
#80
Join Date: Mar 2012
Programs: Mileage Plus 1K; Marriott Platinum; Hilton Gold
Posts: 6,355
UA6102. Originally coded as aircraft maintenance delays for 2 hours (I have a text). It's now showing 6 hour delay due to weather.
Agent says they can't provide hotel vouchers because the majority of the delay is weather relate. I had a phone agent tell me I could just book a room and email it in. Whats the general consensus on this?
Agent says they can't provide hotel vouchers because the majority of the delay is weather relate. I had a phone agent tell me I could just book a room and email it in. Whats the general consensus on this?
Chances are that you'll get some credit from sending the receipt in. I've gotten $150 ETC in the past.
Jun 25, 2015, 10:13 pm
#81
Suspended
Join Date: Oct 2006
Location: Atherton, CA
Programs: UA 1K, AA EXP; Owner, Green Bay Packers
Posts: 21,690
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UA6102. Originally coded as aircraft maintenance delays for 2 hours (I have a text). It's now showing 6 hour delay due to weather.
Agent says they can't provide hotel vouchers because the majority of the delay is weather relate. I had a phone agent tell me I could just book a room and email it in. Whats the general consensus on this?
Agent says they can't provide hotel vouchers because the majority of the delay is weather relate. I had a phone agent tell me I could just book a room and email it in. Whats the general consensus on this?
My advice? If you're stuck overnight, just get a passable hotel room and don't count on reimbursement.
Weather in Denver has been pretty terrible lately.
Jul 7, 2015, 4:11 pm
#83
Join Date: Feb 2014
Programs: UA 1k, US Airways Silver, SPG PLT, Marriot Gold, Hertz PC
Posts: 536
Well, I e-mailed 1kvoice and included a screenshot of the original delay. They came back and said no re-imbursement as per policy (majority of delay /cancellation was weather). Then they sent me an e-cert for $300!
Not bad - I'm happy with the compensation.
Not bad - I'm happy with the compensation.
Jul 7, 2015, 4:33 pm
#84
Join Date: Aug 2006
Location: near to SFO and LHR
Programs: BA Gold, B6 Mosiac, VS, AA, DL (and a legacy UA 2MM)
Posts: 2,274
For weather, anything may happen, but generally UA seems to be OK in hotel reimbursement these days. One data point for maintenance-related problems at least, my wife (also a 1K) refused to stand in the long line to get a hotel cert at the airport when she was stranded overnight. She took her chances, booked a reasonably priced hotel, emailed the receipt, and received a check for the full amount within 2 weeks (plus 15,000 miles)
Jul 7, 2015, 5:08 pm
#85
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,017
For weather, anything may happen, but generally UA seems to be OK in hotel reimbursement these days. One data point for maintenance-related problems at least, my wife (also a 1K) refused to stand in the long line to get a hotel cert at the airport when she was stranded overnight. She took her chances, booked a reasonably priced hotel, emailed the receipt, and received a check for the full amount within 2 weeks (plus 15,000 miles)
Jul 8, 2015, 5:25 pm
#87
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,017
Jul 8, 2015, 5:56 pm
#88
Join Date: Feb 2014
Programs: UA 1k, US Airways Silver, SPG PLT, Marriot Gold, Hertz PC
Posts: 536
Flight was initially maint. delay, then cancelled due to weather. This was a domestic flight.
Jul 9, 2015, 10:37 am
#90
Join Date: Feb 2014
Programs: UA 1k, US Airways Silver, SPG PLT, Marriot Gold, Hertz PC
Posts: 536
As I understood it, it ISN'T a official published benefit for 1k's - which is why posting here with experiences may be useful information