United Consolidated Compensation Thread [2017]

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Old Jan 14, 18, 9:20 am   -   Wikipost
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Last year's thread United Consolidated Compensation Thread [2016]
And earlier United Consolidated Compensation Thread [2015]

Frequently Asked Questions:

1. I think I deserve something from UA -- whom do I contact?

- Flight attendants: get compensation onboard for aircraft/inflight-related items. (NEW)
- 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 exceptions (see below), UA is under NO OBLIGATION to provide compensation but may instead provide a goodwill gesture as an appreciation.

2. What is the Customer Appreciation website?

It is a website dedicated by UA for proactive compensation/goodwill offer.

If you have been:
a. Told inflight to go to this website/Received e-mails from Proactive Recovery Operations Team
b. Received a "We are sorry for the inconvenience" card.

You should go to the website and claim your offer first before contacting Customer Care.

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 based on your elite status. 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 on how you use the miles/ETCs.

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

Miles are likely to provided greater value than 2 cpm for those booking international premium cabins. ETCs might have greater value for 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.

UA's Executive Contacts (Credited to Christopher Elliott)

6. What about DOT?

If you believe your issues may fall within the jurisdiction of the U.S. Department of Transportation (DOT), contact DOT via the Air Travel Complaint - Comment Form.

NOTE - What the DOT does is to refer your complaint to UA and require UA to respond. DOT does not handle complaints unless they involve 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 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]

9. What about baggage claim?

Contact Baggage Resolution Service Center

10. What about if I have a EC261/2004 claim against UA?

See Best Practices for Filing EU 261 Claims Against United?
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Old Apr 26, 17, 10:26 am
  #166  
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Join Date: Jan 2011
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Originally Posted by briank1973 View Post
Received a $300 compensation offer for the below flight cancellation. I wrote back and said it was unacceptable and was given 7500 miles as a sorry, and they're re-evaluating my request. FYI, I've been mainly Gold/1P (with two 1K's and a Platinum) for the last 14 years and am at 950K lifetime miles.

Was on UA98 LAX-MEL on 31st March that was cancelled due to a double mechanical failure (which means, we were mildly delayed while they were fixing the plane in the hangar, they said they fixed it and brought the plane from the hangar to the gate where we boarded, and then there was yet another mechanical failure and not enough time to fix it as the crew timed out).

A 10:30pm flight resulted in finally getting into my hotel room at 2:30am with all the time sitting on the plane and the long queues (lines) afterwards to get a hotel room and re-ticketing. Instead of arriving in MEL on Sunday morning and having a rest day before work on Monday, I arrived Monday morning, showered and was straight to work. Completely screwed my week too.

I told them that I've been given $200 for a broken IFE in the past. How did they get $300 for a 24-hour cancellation with hours of waiting/queuing? Add in that I started that day at BWI and they had an overbooking issue where they were desperate to get volunteers (at least 5 or 6 announcement requests), and the offer must have been $500+ by the end.

Apparently, an abnormal number of MEL-LAX and SYD-LAX (or reverse routes) cancelled lately. Perhaps the low compensation might be due to them having to give out so much.
$300 seems about appropriate for the situation.
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Old Apr 26, 17, 10:28 am
  #167  
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I got $175 per pax (1K + no status on separate PNRs), on a 4h delay -> missed connection -> 8h delayed arrival. ATC. Flying Y but cleared F. Seems fair.
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Old May 1, 17, 9:50 am
  #168  
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Originally Posted by helvetic View Post
$300 seems about appropriate for the situation.
I don't agree, that works out to $12.50 an hour which is really low
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Old May 1, 17, 11:13 am
  #169  
 
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Originally Posted by briank1973 View Post
Received a $300 compensation offer for the below flight cancellation. ... Perhaps the low compensation might be due to them having to give out so much.
I think $300 is some sort of upper "limit". It does not seem hard to get something up to $200 or even $250 for some of the smallest things (ie. no power, etc). I've even gotten $200 then another $200 after requesting a follow up. But even for really long delays (due to the airline) or other much bigger inconveniences, I seem to very rarely get more than $300 or $350. There have been a couple times where I've complained that I dont think it is enough and sometimes they'll agree to give me another cert. I think if there is something massive or something that gets in the news, then I'll hear about $500 ecerts. When they offer me miles, I'll usually request at ETC instead.

So I would not attempt to apply logic to the amounts you are given. Sometimes I think that they just skim the message to get an idea of how major it is and then randomly pick an amount that they think will make you happy.
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Old May 8, 17, 8:49 pm
  #170  
 
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Broken Wi-Fi compensation?

It seems that United is now less generous to compensate for broken Wi-Fi. 40% less than before. Any similar experience?
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Old May 8, 17, 9:46 pm
  #171  
 
Join Date: Apr 2016
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Originally Posted by Kmxu View Post
It seems that United is now less generous to compensate for broken Wi-Fi. 40% less than before. Any similar experience?
Actually seen the other way -- used to be offered really random amounts, now consistently 10,000mi for (unbelievably regular) wifi failure flying TATL.

Last edited by sfo789; May 8, 17 at 9:46 pm Reason: clarity on mi/$
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Old May 9, 17, 2:53 pm
  #172  
 
Join Date: Oct 2013
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Just received an offer of $150 or 7500 miles for broken WiFi from GUM-HNL. UA Platinum.

On a related note, how long do I have to claim the offer? 90 days, right? And then once it's been claimed, I have up to a year to use it? I'm trying to remember from when this happened to me last time...I always wait as long as possible to claim, so that I have as long as possible to use it!
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Old May 9, 17, 6:32 pm
  #173  
 
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Originally Posted by mpiotrow View Post
Just received an offer of $150 or 7500 miles for broken WiFi from GUM-HNL. UA Platinum.

On a related note, how long do I have to claim the offer? 90 days, right? And then once it's been claimed, I have up to a year to use it? I'm trying to remember from when this happened to me last time...I always wait as long as possible to claim, so that I have as long as possible to use it!
Via website or in an email from support? If the latter, they'll just put the miles in your account after a few days if you do nothing most often. If the former, no idea how you can wait before it auto-accepts something/goes away entirely.
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Old May 10, 17, 10:01 am
  #174  
 
Join Date: Oct 2013
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Originally Posted by sfo789 View Post
Via website or in an email from support? If the latter, they'll just put the miles in your account after a few days if you do nothing most often. If the former, no idea how you can wait before it auto-accepts something/goes away entirely.
It was an email from support that I received while still on the plane. I couldn't actually find the email while I was typing up this question here yesterday, but I found it this morning...the email actually states:
Please be sure to visit the website within the next 90 days and have your flight information handy.
So, from what I remember (like I said above), I have 90 days to claim it, and then 1 year to use it.
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Old May 10, 17, 1:47 pm
  #175  
 
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$400 or 20,000 miles for 11hr delayed EWR-HKG.
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Old May 10, 17, 6:09 pm
  #176  
 
Join Date: Nov 2014
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Originally Posted by mrswirl View Post
$400 or 20,000 miles for 11hr delayed EWR-HKG.
I would take the miles, 20k is a good amount for that.
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Old May 11, 17, 11:03 am
  #177  
 
Join Date: Jan 2017
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Originally Posted by Dpetryszyn View Post
My wife had a drink dropped on her tray table. It splashed into her face and dropped down onto her purse.

She isnt one to complain, but was just wondering if anyone had any experience alerting United about something like this and asking (and receiving) compensation
I had a whole drink spilled on me last june in F on the EWR-PUJ, FA felt bad and even gave me extra blankets but was not the most comfortable of rides. Luckily it was not the coffee I ordered, anyways got one of those papers on the plane and filed a complaint online and got $250 ETC
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Old May 12, 17, 11:07 am
  #178  
 
Join Date: May 2017
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Posts: 21
Reasonable ask for ATC delay

Hi,

I have another post on The Chase UR thread regarding this for a "Trip Delay" claim I will be filing.

My wife an I flew UA on 27 Apr, PHX to LAX. We have a separate booking through CostcoTravel from LAX to PPT that night (1159PM). My scheduled 6:10PM UA departed only at ~9:20PM.
While it was a harrowing experience and my wife wasn't helping (she was just feeling bad and it was getting worse because this was our honeymoon trip! and she wanted it to be perfect). We tried getting another flight but UA doesnt fly anywhere else close to LAX we were told. And by the time we found alternatives, we wouldn't have time to make it to another terminal to get another airline like AA get to LongBeach and drive to LAX. We decided to just take our chances with this flight and it kept getting more delayed. Finally we landed ~11:10 PM.

The next airline called and was willing to accept our luggage from UA later if we made it to the gate in time. But the UA reps refused. They were even unwilling to announce that we had a connecting international and request other pax to let us get off first. (I have see AA and SW do this many times before) Long story short, we were delayed, missed our next flight, had to stay that night in LAX, next night in PPT and only then get to our final destination.

I will be filing a trip delay claim with Chase (Hoping I can get some charges reimbursed).

I wanted to know what is a reasonable ask from UA. I've read if you file a claim with CSR, you shouldn't be getting any other monetary benefit from the airline. So, I am guessing miles. My wife has some miles after 1/2 international flights, so this could add up. No intention to squeeze the airline but, I would like to get a feel for what is reasonable to ask for.

PS: I got a letter from UA stating reason for delay for "Air traffic flow - weather".

TIA!
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Old May 12, 17, 11:40 am
  #179  
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Welcome to FT!, raadhey

As you probably realize now, separate tickets can be a risky situation and you the passenger assume all the risks.

UA (and other domestic airlines) do not provide delay compensation for WX / ATC issues as the restrictions on operations is due restrictions placed on UA by FAA/ATC.

As for the luggage, appears you checked the bags to LAX and had planned to recheck in LAX? You did not mention the LAX-PTT carrier, was it UA partner ? http://www.flyertalk.com/forum/unite...ch-2015-a.html

As for those announcements of connecting flights -- those are done on UA also but in many cases do not work. http://www.flyertalk.com/forum/unite...n-get-off.html

Last edited by WineCountryUA; May 12, 17 at 11:47 am
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Old May 12, 17, 12:35 pm
  #180  
 
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Raad, sorry about your bad luck.

The problem with getting much in compensation is that from UA's point of view, all they did was deliver you to LAX a few hours late in a weather/ATC delay. The result of that (your inward miss-connection) is something the airline is NOT going to take any responsibility for.

Once you landed that late, you had no chance to make the onward flight anyway. Your bags were already checked to LAX, and it would simply be impossible to fetch them and get to Bradly on time. Even 90 minutes would be scary tight.

UA might toss you a small amount of miles for the sad luck story, but that is all I would expect.

Chase OTH, might well be on the hook to cover the LA expenses.

Hope you enjoyed the honeymoon in Tahiti!.
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