Template for United complaint for delays

Old Oct 16, 16, 6:33 pm
  #1  
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Angry Template for United complaint for delays

We recently had our flight cancelled by United (LAX > Mel on 13th Oct). At 2am in the morning, they refused to arrange a hotel for myself and family and told us the flight would be re-scheduled 25 hours later. We were told to make our own arrangements, and then goto united.com to get compensation.

Since then, we have received a link to united/apprecitation , which offers us 10K air miles. This obviously doesn't come close to the expenses that we incurred, so I want to complain, and get the appropriate amount of compensation.

Can anyone advise the best process for this (who to email , or a link to follow). Also, does anyone have a template for a similar complaint that was successful in the past ?

This was a nightmare. Any help would be appreciated. 10K airmails. Are they serious ????
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Old Oct 16, 16, 7:09 pm
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a) http://www.flyertalk.com/forum/unite...ad-2016-a.html
doubt you'll get anything more. they aren't legally obligated to do so

b) write to your congressman to demand something like Europe EU261 compensation regulation. Likely, nothing will happen

c) Would you pay $75/year to be covered for trip delays (12 hours or overnight) up to $500? the cheapest card that provides trip delay is the hyatt/marriott card (also gives you a free annual category 1-4/5 hotel room that covers AF)... or maybe the retired chase sapphire (free) card with no AF

(of course you can pay actual trip insurance to cover trip delay, not just via credit card)

Last edited by paperwastage; Oct 16, 16 at 7:16 pm
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Old Oct 17, 16, 7:37 am
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Moving this over to the United forum for further discussion. Thanks. /JY1024, TravelBuzz comoderator
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Old Oct 17, 16, 8:05 am
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OP - Why was your flight cancelled? That will make all of the difference. There are all kinds of theories about the way it ought to be, but this is a departure from the US on a US carrier and what you are owed is determined solely by your contract with UA.

You can read Rule 24 of the contract to which you agreed, but in summary it provides that if the delay was due to circumstances outside UA's control, such as weather, you are due nothing. If it is due to something within UA's control and you are not resident at the point of origin, e.g. the LAX area, you may be eligible for a certificate equal to the value of a room (in UA's not your judgment).

While service to MEL is not exactly hourly, there may also have been other routings possible, although at 2:00 AM, they may not have resulted in better circumstances or a lesser delay in arrival time.

Thus, the question, why was the flight cancelled?

Beyond that, have you made a claim to your travel insurance yet? That will almost always be more fruitful, easier and altogether less painful. Even in circumstances where a carrier offers a voucher for a hotel, if you know that you have a cash expenditure limit, it means no waiting in line and no worries.
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Old Oct 17, 16, 9:01 am
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someone recently quoted a specific rule from the CoC in the compensation thread stating that if a flight was canceled for reasons within UA control (ie, not weather/airport ops/ATC) between 10am and 4am, or delayed with a >4 hour expected delay, that UA was due to pay a hotel. i don't remember the specific rule, but i would write into UA citing that rule, and provide receipts of your expenses.

likely, they will not reimburse you in cash, but you might be successful at driving up the expected compensation using this method.

it is unfortunate that UA continues to try to cut corners on passenger compensation in these egregious cases. a 4 hour delay now and then, i'm willing to let them slide on (DL did it to me recently and i didn't ask for nor expect anything)...but this constant string of mechanical long haul cancelations and then trying to skimp on the compensation really ought to get them penalized IMO.
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Old Oct 17, 16, 10:03 am
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Contract of Carriage Rule 24.F.1. UA Contract of Carriage. It doesn't apply if you live in LA.

Use the webform to request comp: Customer Care.

The MEL cancels are pretty much always mx or crew time-out. 10K miles for a 25 hour delay is not sufficient.
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Old Oct 17, 16, 11:03 am
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Looks like the OPs cancellation was the fault of United, see comment section http://www.flyertalk.com/articles/ne...l-flights.html. In this case 10,000 miles is woefully insufficient and compensation for accommodations is due, unless like others have said, the OP lives in the LA area.

In any event, even if not bound by the CoC, United should do what it can to make the best of a bad situation. That's customer service 101.
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Old Oct 17, 16, 11:06 am
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The words matter. Here they are, cut & paste right from the COC. It's a travel certificate and it's not just if OP lives around LA, but if he originated at LAX. There is also a lengthy list of other exceptions which boil down to "if it was mechanical, UA will pay." Crew time out will depend on why the crew timed out. Not uncommon on TPAC because there is just so much tolerance built into the flight.



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.
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Old Oct 17, 16, 11:28 am
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Originally Posted by Often1 View Post
it's not just if OP lives around LA, but if he originated at LAX.
There's a distinction without a difference.

Originally Posted by Often1 View Post
There is also a lengthy list of other exceptions which boil down to "if it was mechanical, UA will pay." Crew time out will depend on why the crew timed out. Not uncommon on TPAC because there is just so much tolerance built into the flight.
Argue abstractions all you like, on MEL, they time out because of mx. Long history of mx and consequent time-outs with this route/aircraft.
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Old Oct 17, 16, 11:48 am
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Of course there is a distinction. If you are ticketed DEN-LAX-MEL, you would be entitled to a paid room / voucher if you reside anywhere except LA. If you reside in LA and are ticketed DEN-LAX-MEL, you are not. If you reside anywhere in the world, but are ticketed LAX-MEL, you are not.

As to crew time out, all it takes is a 2-hour WX / ATC issue at LAX or enroute and the crew times out and UA washes its hands. Once the aircraft is airborne, it's all fine.

All three carriers are quite adept at washing their hands for other than their top-tier elites and the top tier elites are taken care of as a matter of customer service having nothing to do with contract.
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Old Oct 17, 16, 12:13 pm
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For OP: Submit a reimbursement request through the Customer Care link on United.com, and attach receipts as attachments. Use the word reimbursement, *NOT* compensation. Your compensation for the delay is the miles through the Appreciation link.
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