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]
Feb 19, 2016, 12:31 pm
#76
Join Date: Jan 2011
Location: HKG • Ex SFO, NYC
Programs: UA 1K, AA EXP; Marriott Amb; Hyatt Globalist; Shangri-la Diamond; IHG SpireAmb; Hilton D; Accor G
Posts: 3,319
Any thoughts on this?
Synopsis:
-I'm 1K
-DEL-EWR flight cancelled (on a Sunday in late Jan.) due to the blizzard
-I was in Y on GPU waitlist
-We were notified the night before so I didn't go to the airport as I wasn't sure that any UA agents would be there
-As soon as it was cancelled I called the 1K line and was re-booked on Tuesday for DEL-FRA-EWR via LH/UA. My UA upgrade cleared and I was able to use miles to confirm the upgrade on LH. Since this was roughly 3 a.m., I went back to sleep.
-Woke up a few hours later to find new etickets and a message from the local (Delhi) UA agent that the flight (the original Sunday one) had been cancelled and I had been rebooked for FRIDAY.
-Went into my record and sure enough, my Tuesday flights were gone and I was on the direct Friday flight in Y(!!!)
-Called UA. Agents were horrified that this had happened, but the Tuesday flights were gone.
-They put me on the Wednesday (11:30) p.m. flight in R
-The Wednesday flight was delayed 8 hours for pilot rest, finally departing Thursday a.m.
-Upon landing, had an email with a $350 e-cert for the delay
Now Sunday through Tuesday...I get it. It was a major storm and things happen. No problem here. However, I don't find Tuesday-Thursday acceptable. I had a confirmed reservation and it was cancelled by no fault of my own. In total-four extra hotel nights expense.
I completed the survey I received upon arrival (via email) and got no response. I sent a tweet to UA and they asked me to DM them. No response. Finally I sent an email to 1K voice with the various pieces of documentation, including the hotel bill. I only asked for 2 nights compensation (since I didn't figure I'd have a shot for the first two nights since it was weather related). I also stated politely that I did not think the $350 e-cert was sufficient.
Four days later and I've just heard back from them. They were, unfortunately, very unapologetic. Literally-no apology for my trouble. They agreed to pay just one night hotel and three meals. No offer of anything else. They also further added that it wasn't their agent that did the re-booking, but rather an automatic process done by their system. Regardless of who or what did it, it shouldn't have been done as they cancelled a valid reservation (and yes, the Tuesday flight did proceed as scheduled).
Thoughts on this? Were my expectations too high or is this pretty insufficient?
Synopsis:
-I'm 1K
-DEL-EWR flight cancelled (on a Sunday in late Jan.) due to the blizzard
-I was in Y on GPU waitlist
-We were notified the night before so I didn't go to the airport as I wasn't sure that any UA agents would be there
-As soon as it was cancelled I called the 1K line and was re-booked on Tuesday for DEL-FRA-EWR via LH/UA. My UA upgrade cleared and I was able to use miles to confirm the upgrade on LH. Since this was roughly 3 a.m., I went back to sleep.
-Woke up a few hours later to find new etickets and a message from the local (Delhi) UA agent that the flight (the original Sunday one) had been cancelled and I had been rebooked for FRIDAY.
-Went into my record and sure enough, my Tuesday flights were gone and I was on the direct Friday flight in Y(!!!)
-Called UA. Agents were horrified that this had happened, but the Tuesday flights were gone.
-They put me on the Wednesday (11:30) p.m. flight in R
-The Wednesday flight was delayed 8 hours for pilot rest, finally departing Thursday a.m.
-Upon landing, had an email with a $350 e-cert for the delay
Now Sunday through Tuesday...I get it. It was a major storm and things happen. No problem here. However, I don't find Tuesday-Thursday acceptable. I had a confirmed reservation and it was cancelled by no fault of my own. In total-four extra hotel nights expense.
I completed the survey I received upon arrival (via email) and got no response. I sent a tweet to UA and they asked me to DM them. No response. Finally I sent an email to 1K voice with the various pieces of documentation, including the hotel bill. I only asked for 2 nights compensation (since I didn't figure I'd have a shot for the first two nights since it was weather related). I also stated politely that I did not think the $350 e-cert was sufficient.
Four days later and I've just heard back from them. They were, unfortunately, very unapologetic. Literally-no apology for my trouble. They agreed to pay just one night hotel and three meals. No offer of anything else. They also further added that it wasn't their agent that did the re-booking, but rather an automatic process done by their system. Regardless of who or what did it, it shouldn't have been done as they cancelled a valid reservation (and yes, the Tuesday flight did proceed as scheduled).
Thoughts on this? Were my expectations too high or is this pretty insufficient?
Feb 19, 2016, 6:37 pm
#77
Join Date: Apr 2008
Location: EWR
Programs: United 1K/1MM, Marriott Lifetime Titanium
Posts: 288
But the ADDITIONAL two days (Tues-Thurs) which was directly caused by them (either their agent or their automated system) cancelling my perfectly good re-booked flight...that's what's paining me a bit.
Feb 19, 2016, 7:26 pm
#78
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
I hear you. But this is not how the system works (at least not based on how you think).
Remember - any compensation you received is a goodwill gesture by UA per UA's discretion. It has no bearing whatsoever.
Many responded with your OP do agree with my assessment. Remember - no one is stopping you from asking UA for more. But please keep in mind - don't expect too much.
If you think you have a legitimate claim against UA, you can consult a lawyer.
Remember - any compensation you received is a goodwill gesture by UA per UA's discretion. It has no bearing whatsoever.
Many responded with your OP do agree with my assessment. Remember - no one is stopping you from asking UA for more. But please keep in mind - don't expect too much.
If you think you have a legitimate claim against UA, you can consult a lawyer.
Feb 19, 2016, 10:14 pm
#79
Join Date: May 2015
Programs: Asiana Club Diamond
Posts: 72
My mom and sister were scheduled to fly from DAY-ORD in December while I was supposed to fly out the next day. I dropped them off a little more than an hour early but they still missed their flight because there was only one person on staff who had to check in two different flights leaving in close proximity to each other. They were re-booked and upgraded to Economy Plus for free. They even upgraded me because we told United I would joining my mom and sister the next day! (Ultimately we had to sit in normal economy seats anyways since they put us in an exit row and my sister is not 15.) They also each got $150 vouchers after leaving feedback with customer service. They honestly went way further than I thought they would; especially because it was right in the middle of the holiday rush. I've never had a bad experience with United and am always quick to jump to their defense whenever people complain about them. This further solidified that sentiment.
Feb 20, 2016, 9:15 am
#80
Join Date: Nov 2004
Programs: UA 1K (Million Miler). AA Gold (lifetime 1 Million). TK Elite Gold
Posts: 895
Compensation for 7 hour delay (EWR-ZRH)
Compensation for 7 hour delay (EWR-ZRH)
UA134 9 Feb 2016 EWR-ZRH Returned to EWR due to MX
" Total "lost" time of more than 7 hours. What should the expected compensation be for a delay of that extent as a 1K member? Thanks
UA134 9 Feb 2016 EWR-ZRH Returned to EWR due to MX
" Total "lost" time of more than 7 hours. What should the expected compensation be for a delay of that extent as a 1K member? Thanks
Feb 20, 2016, 10:11 am
#81
Join Date: Mar 2012
Programs: Mileage Plus 1K; Marriott Platinum; Hilton Gold
Posts: 6,355
It depends on your ticket price. What fare bucket did you purchase?
Feb 20, 2016, 12:12 pm
#82
Join Date: Mar 2013
Location: Jackson, WY
Posts: 543
So my wife and 15 month old got stuck in Chicago overnight due to a 4 hour mechanical delay on their first leg. They got $20 food voucher + hotel. Any further recourse? She spent another $70 on food and clothes.
Same day, I flew standby and ended up in Newark, 3 hours from my intended destination(Harrisburg). I had to be there first thing in the morning. I rented a car to get there. Do I have any recourse?
Where do I seek recourse?
Same day, I flew standby and ended up in Newark, 3 hours from my intended destination(Harrisburg). I had to be there first thing in the morning. I rented a car to get there. Do I have any recourse?
Where do I seek recourse?
Feb 20, 2016, 12:40 pm
#83
Join Date: Jan 2011
Location: HKG • Ex SFO, NYC
Programs: UA 1K, AA EXP; Marriott Amb; Hyatt Globalist; Shangri-la Diamond; IHG SpireAmb; Hilton D; Accor G
Posts: 3,319
Feb 20, 2016, 1:32 pm
#84
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
Customer Care.
Feb 21, 2016, 10:57 am
#85
Join Date: Nov 2004
Programs: UA 1K (Million Miler). AA Gold (lifetime 1 Million). TK Elite Gold
Posts: 895
Feb 21, 2016, 11:00 am
#86
Join Date: Mar 2012
Programs: Mileage Plus 1K; Marriott Platinum; Hilton Gold
Posts: 6,355
Feb 21, 2016, 11:10 am
#87
Join Date: Nov 2004
Programs: UA 1K (Million Miler). AA Gold (lifetime 1 Million). TK Elite Gold
Posts: 895
Feb 21, 2016, 11:29 am
#88
Join Date: Mar 2012
Programs: Mileage Plus 1K; Marriott Platinum; Hilton Gold
Posts: 6,355
Feb 21, 2016, 5:44 pm
#89
Join Date: Nov 2004
Programs: UA 1K (Million Miler). AA Gold (lifetime 1 Million). TK Elite Gold
Posts: 895
Feb 22, 2016, 3:01 am
#90
Join Date: May 2013
Location: New York
Programs: UA Silver, Marriott LTPP, Hertz Five Star
Posts: 1,079
Platinum sitting in Y (well, originally R by miles + copay, but I lost that).
EWR -> FRA cancelled due to MX - overnight in Crowne Plaza Newark Airport, then all day the following day to kill at the airport, had to sit in Y
Compensation offer: 17.5K miles or $350 cert (Took the cert)
Miles have still not redeposited from the outbound...
EWR -> FRA cancelled due to MX - overnight in Crowne Plaza Newark Airport, then all day the following day to kill at the airport, had to sit in Y
Compensation offer: 17.5K miles or $350 cert (Took the cert)
Miles have still not redeposited from the outbound...