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]
Dec 14, 2016, 4:11 pm
#781
Moderator: Mileage Run, United Airlines; FlyerTalk Evangelist
Join Date: Jan 2004
Location: The City/Honolulu
Programs: UA 3MM; Hyatt Glob*****; Hilton Diamond
Posts: 14,473
EWR-SFO
G fare
Non-working AVOD (they rebooted it and still the cursor on the screen never matched with the touch) and internet worked less than 50% of the flight.
$200 travel voucher.
G fare
Non-working AVOD (they rebooted it and still the cursor on the screen never matched with the touch) and internet worked less than 50% of the flight.
$200 travel voucher.
Dec 15, 2016, 12:19 pm
#782
Join Date: Mar 2009
Location: SJC / DPS
Programs: AS G75K, UA Silver
Posts: 1,758
SFO-CDG
V -> R (GPU)
Wifi wouldn't show the landing page, so couldn't purchase access to connect.
Wrote it in so they could fix it for future flights.
$300 voucher
V -> R (GPU)
Wifi wouldn't show the landing page, so couldn't purchase access to connect.
Wrote it in so they could fix it for future flights.
$300 voucher
Dec 15, 2016, 2:57 pm
#783
Join Date: Dec 2014
Location: Haze gray and underway
Programs: UA 1K 2MM, HH Diamond, Marriott 'clink clink' Titanium
Posts: 1,784
Suggestions please.
My tale of woe starts with ORD to MNL via NRT. (1K mm'er) Paid biz in one of those never to up graded Polaris 747's, we enjoyed a 3 hour delay due load and balance (cough - bullship) missed NRT MNL connection. UA rebooked us on PR. But we had to make a dash to HND to catch the flight. After checking my account before departing MNL I find the PR flight doesn't accumulate anything other than a new carrier. One would think I would hear from directly from CS but after three days nada. I have emailed the CS desk and have recieved the same.
My current thought is to wait until I return on Monday and have a few words with the 1K desk or hit the Polaris lounge CS.
ETA: as I pressed send my response from UA popped in. It promises an ETC for an unspecified amount in five business days.
My tale of woe starts with ORD to MNL via NRT. (1K mm'er) Paid biz in one of those never to up graded Polaris 747's, we enjoyed a 3 hour delay due load and balance (cough - bullship) missed NRT MNL connection. UA rebooked us on PR. But we had to make a dash to HND to catch the flight. After checking my account before departing MNL I find the PR flight doesn't accumulate anything other than a new carrier. One would think I would hear from directly from CS but after three days nada. I have emailed the CS desk and have recieved the same.
My current thought is to wait until I return on Monday and have a few words with the 1K desk or hit the Polaris lounge CS.
ETA: as I pressed send my response from UA popped in. It promises an ETC for an unspecified amount in five business days.
Last edited by Dublin_rfk; Dec 15, 2016 at 3:00 pm Reason: Update
Dec 15, 2016, 3:15 pm
#784
Join Date: May 2012
Location: ORF, RIC
Programs: UA LT 1K, 3 MM; Marriott Titanium; IHG Platinum
Posts: 6,967
Call MP and ask for ORC:
http://www.flyertalk.com/forum/unite...ng-merged.html
http://www.flyertalk.com/forum/unite...ng-merged.html
Dec 16, 2016, 1:06 pm
#785
FlyerTalk Evangelist
Join Date: Jan 2012
Location: Northern Calif./Eastern Ida.
Programs: Amethyst Premier Plutonium Medallion
Posts: 20,654
Dec 16, 2016, 1:43 pm
#786
Join Date: Mar 2009
Location: SJC / DPS
Programs: AS G75K, UA Silver
Posts: 1,758
Dec 18, 2016, 4:54 am
#787
Join Date: Nov 2016
Location: SJC/SFO (previously BNE, SIN, SHA/PVG)
Programs: UA GS/MM, Marriott TE, National EE, Global Entry/TSA-Pre, APEC BTC
Posts: 162
$200 or 10k points
Just interested in different views here, I had a long delay on my Friday flight from BOS to SFO and was offered compensation of $200 or 10k points. I took the money cause 10k points seems less valuable (e.g. UC membership is $450 per year or 60k points), was wondering if that's the consensus. Thoughts?
Dec 18, 2016, 5:03 am
#788
FlyerTalk Evangelist
Join Date: Aug 2009
Location: ZOA, SFO, HKG
Programs: UA 1K 0.9MM, Marriott Gold, HHonors Gold, Hertz PC, SBux Gold, TSA Pre✓
Posts: 13,811
It is all up to you.
Dec 18, 2016, 5:14 am
#789
FlyerTalk Evangelist
Join Date: Sep 2003
Location: HH Diamond, Marriott Gold, IHG Gold, Hyatt something
Posts: 33,553
I value UA at 1.4-1.5cpm, so I think you made the right choice.
Dec 18, 2016, 7:11 am
#790
Join Date: Oct 2013
Location: ORD
Programs: UA Silver, Marriott Platinum/LT Platinum, Hilton Gold
Posts: 5,595
It's a more interesting question now that RDM's are based on spend. If you got 11x the RDM on $200, it's only 2,200 vs. the 10k offered. So to earn from flying, you'd need to pay around $900. Yet, the redemption value of 10k miles might only be $100-150.
I always have more miles than I can use, so I take the cash every time. But there's a case to be made for taking the miles if you were saving for an upcoming award ticket.
Much different comparison in the past when RDM's were based on miles flown so they could be acquired cheaply.
I always have more miles than I can use, so I take the cash every time. But there's a case to be made for taking the miles if you were saving for an upcoming award ticket.
Much different comparison in the past when RDM's were based on miles flown so they could be acquired cheaply.
Dec 18, 2016, 8:15 am
#791
FlyerTalk Evangelist
Join Date: Jun 2003
Location: DEN
Programs: UA MM Plat; AA MM Gold; HHonors Diamond
Posts: 15,867
If you fly short, expensive routes the 10k may be the better deal. For example, DEN-MAF (Midland, TX) is typically >$350 OW, but can be had for 10k in many cases.
Dec 18, 2016, 9:06 am
#792
Join Date: Sep 2012
Location: SEA
Programs: UA MP (1K, 1MM)
Posts: 268
Personally I always go for the money instead of points (or a free round-trip ticket) as I find the money helps defray costs of buying a PQM and PQD earning flight.
Dec 18, 2016, 9:38 am
#793
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,539
Dec 18, 2016, 10:29 am
#794
FlyerTalk Evangelist
Join Date: May 2001
Posts: 10,974
I tend to take the miles for smaller problems since you can't use these $50, $100, $150 certificates together and with my uncertain travel plans, can't really pay for non-changeable weekend trips.
For bigger problems, I take the certificate which I can use for my official overseas vacation trips that don't get changed because of work.
For bigger problems, I take the certificate which I can use for my official overseas vacation trips that don't get changed because of work.
Dec 18, 2016, 10:37 am
#795
FlyerTalk Evangelist
Join Date: Sep 1999
Location: Toronto, Ontario, Canada
Programs: OWEmerald; STARGold; BonvoyPlat; IHGPlat/Amb; HiltonGold; A|ClubPat; AirMilesPlat
Posts: 38,186
Given the low RDM earnings on discounted fares, 10K is worth a lot more than even a $400 fare (cut in half with the $ voucher) for a 1K, let alone a lower-ranking elite. It's also cheaper than one can purchase RDMs for unless one lucks into a huge bonus. I'd take the miles over the $s.