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]
Apr 5, 2016, 2:16 pm
#151
Join Date: Oct 2004
Location: NYC
Programs: UA 1K
Posts: 375
Kona- DEN return to airport
UA 1731 4/4
20-30 minutes after take off, told they were running checklists for overheated engine and had to return to check the engine, as soon as we landed I called premier line and got on KOA-LAX that was boarding, connecting to LAX-EWR downgraded to economy, I was in P class. 1731 is cancelled before KOA-LAX leaves, this flight is delayed 30 minutes waiting for customers to get through long TSA line in Kona of all places.
As we land in LAX there are 2 seats available in First/Business First LAX-EWR
go to the customer service center in terminal 8 as flight is already boarding in terminal 7 and want to get the seats asap. Agent who seems disinterested tells me that while they show available they are not in inventory so she can't "sell" them. a minute later they are gone.
What compensation can I expect for the cancelled flight(after a ride around the islands) and for the downgrade and what is the best avenue to get this done?
The flight attendants on the LAX flight and the gate agent on the EWR flight had both heard about this flight and wondered aloud why didnt we divert to Honolulu with better maintenance facilities and better options for customers to be accomadated, I wondered this as well.
20-30 minutes after take off, told they were running checklists for overheated engine and had to return to check the engine, as soon as we landed I called premier line and got on KOA-LAX that was boarding, connecting to LAX-EWR downgraded to economy, I was in P class. 1731 is cancelled before KOA-LAX leaves, this flight is delayed 30 minutes waiting for customers to get through long TSA line in Kona of all places.
As we land in LAX there are 2 seats available in First/Business First LAX-EWR
go to the customer service center in terminal 8 as flight is already boarding in terminal 7 and want to get the seats asap. Agent who seems disinterested tells me that while they show available they are not in inventory so she can't "sell" them. a minute later they are gone.
What compensation can I expect for the cancelled flight(after a ride around the islands) and for the downgrade and what is the best avenue to get this done?
The flight attendants on the LAX flight and the gate agent on the EWR flight had both heard about this flight and wondered aloud why didnt we divert to Honolulu with better maintenance facilities and better options for customers to be accomadated, I wondered this as well.
Apr 5, 2016, 2:44 pm
#152
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The flight attendants on the LAX flight and the gate agent on the EWR flight had both heard about this flight and wondered aloud why didnt we divert to Honolulu with better maintenance facilities and better options for customers to be accomadated, I wondered this as well.
Apr 5, 2016, 2:51 pm
#153
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Apr 5, 2016, 2:51 pm
#154
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As far as compensation, you made your choice to get home sooner rather than wait for available F seats the whole way. You may get some miles.
Glad the plane made it safely back to KOA.
Apr 5, 2016, 3:10 pm
#155
Join Date: Oct 2004
Location: NYC
Programs: UA 1K
Posts: 375
Not questioning the pilots at all, they did an excellent job, as they mentioned, they were talking to the company, I thought the company would request HNL and for all I know they did. We did fly for around an hour is why I thought we may go to HNL.
Apr 5, 2016, 3:26 pm
#156
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...The flight attendants on the LAX flight and the gate agent on the EWR flight had both heard about this flight and wondered aloud why didnt we divert to Honolulu with better maintenance facilities and better options for customers to be accomadated, I wondered this as well.
Apr 5, 2016, 3:43 pm
#157
Join Date: Oct 2004
Location: NYC
Programs: UA 1K
Posts: 375
Yes it worked out for me as the LAX flight was boarding at the time and I was able to get on it. We all know that they divert planes for operational reasons as long as it is safe to fly and that's where the question comes from, obviously the most important part is that they got us on the ground safely and for that I am very grateful. As for whether this was the safest option I wouldn't in any way question the pilots. And the fact that they downplayed the severity of the issue may owe to their professionalism and keeping cool in a serious situation.
Apr 6, 2016, 8:08 am
#158
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As much as I hate replying to comments from 3 months ago, I really disagree with the reply above. It seems absurd to say that VDB compensation not only covers the specific flight/transaction in question but any further inconvenience that occurs. In this case, the woman volunteered her seat in exchange for $800 and a later flight to her original destination. The additional inconvenience — being flown to a different city — should result in additional compensation, without question.
Remember - although unlikely, UA does not require pax to relinquish the ETC if they are first VDBed but arrived earlier than original flight.
For the downgrade, you will get the fare difference back. But I don't think you are eligible for downgrade compensation as you are not actually downgraded (as you are rebooked to a lower fare due to IRROPS).
The flight attendants on the LAX flight and the gate agent on the EWR flight had both heard about this flight and wondered aloud why didnt we divert to Honolulu with better maintenance facilities and better options for customers to be accomadated, I wondered this as well.
Apr 6, 2016, 1:59 pm
#159
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The further delay was consequential from the VDB. OP's wife needed not to volunteer at the first place. When she agreed to take the VDB, she was aware of the fact that she would be delayed. The $800 ETC was the compromise in exchange for her to relinquish the seat and be delayed, as well as other unknowns.
Apr 7, 2016, 12:49 pm
#160
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Apr 7, 2016, 12:52 pm
#161
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The woman made a deal and the airline changed it after the fact, both in terms of the new flight being delayed and by rerouting her to a different city. The idea that all of those subsequent inconveniences were rolled into the initial VDB comp is beyond silly.
Apr 7, 2016, 3:35 pm
#162
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Also - GAs rarely re-route pax to different airports unless explicitly discussed and approval by the pax.
Apr 7, 2016, 3:43 pm
#163
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By this logic, if her bags were lost on the subsequent flight, she'd be owed nothing, since her bags wouldn't have been on that flight if she hadn't volunteered.
Also - GAs rarely re-route pax to different airports unless explicitly discussed and approval by the pax.
Apr 7, 2016, 4:51 pm
#164
Join Date: Oct 2004
Location: NYC
Programs: UA 1K
Posts: 375
Nothing much for the cancellation, given you are only a Premier Platinum. It should be around $150-200.
For the downgrade, you will get the fare difference back. But I don't think you are eligible for downgrade compensation as you are not actually downgraded (as you are rebooked to a lower fare due to IRROPS).
difference in fare and miles I would have earned in first.
I took the $350 and am pleased with the outcome.
Apr 8, 2016, 4:29 am
#165
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No one, even UA or OP's wife, can foresee further delay.
1. Unless positive match is required (such as international travel), GAs tend not to offload the checked baggage of a DBed pax.
2. The premise of DB is delay. Everything else is still not affected.
It was OP's wife's choice to choose an alternative airport, which the GA exercised discretion to rebook.
Beside - in UA's standpoint, the cause of the rerouting is more important than the actual inconvenience.
Good for you.