United Consolidated Compensation Thread [2017]

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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 May 12, 17, 1:12 pm
  #181  
 
Join Date: Sep 2007
Location: Colorado
Programs: UA Gold 1MM, Marriott Gold
Posts: 1,158
Originally Posted by exwannabe View Post
Raad, sorry about your bad luck.

Hope you enjoyed the honeymoon in Tahiti!.
As others said, that's the risk you take when booking separate tickets. It's bad luck you were delayed but consider yourself fortunate that the other airline still honored your tickets for the next day.

They could have legally declared you a no-show and cancelled your entire itinerary.

I would chalk it up to lesson learned and move on. Some beach time in Tahiti should be enough to make up for it.
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Old May 12, 17, 1:16 pm
  #182  
 
Join Date: May 2017
Location: PHX
Posts: 21
Thank you for both your responses. I totally understand UA isn't liable for ATC delays. Also, since Air Tahiti Nui isn't a partner, they were not required to transfer luggage either.

What I am miffed about is they could've informed us earlier. I met another couple in Tahiti the next day. They were flying Alaska from PDX (i think) and they were informed earlier in the day that their flight was going to be delayed to LAX. They contacted the airline, got onto an earlier flight that day and made it in time for their flight to LAX. UA could've informed me earlier, rather than at the gate! I would've made changes to my plans. Even at the gate, they couldn't care any less. That was the attitude they showed.

Originally Posted by exwannabe View Post
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!.
The TN rep called me and said they were willing to accept the baggage from UA even later at night. They would put it on the next flight and get it to us. But UA wasn't willing to go the extra mile. That is okay. They do the bare-minimum and not go above and beyond (No sarcasm intended) and I can understand they dont want risks related to missing baggage etc or security risks.

Originally Posted by WineCountryUA View Post
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
I totally get that pax may not listen to FAs and can still block the way. But the least they could do was announce than say sorry!


Tahiti was good. Totally fun. But we missed a day and a half and my wife wasn't happy about it not being "perfect". But she relaxed the next day... I am hoping Chase will have my back for stay in LA but also the additional night I had to put in at Tahiti main island because I couldn't get to Moorea (final destination) due to no ferry's available at night.
raadhey is offline  
Old May 12, 17, 1:43 pm
  #183  
 
Join Date: Aug 2015
Posts: 4,627
Originally Posted by raadhey View Post
Thank you for both your responses. I totally understand UA isn't liable for ATC delays. Also, since Air Tahiti Nui isn't a partner, they were not required to transfer luggage either.

What I am miffed about is they could've informed us earlier. I met another couple in Tahiti the next day. They were flying Alaska from PDX (i think) and they were informed earlier in the day that their flight was going to be delayed to LAX. They contacted the airline, got onto an earlier flight that day and made it in time for their flight to LAX. UA could've informed me earlier, rather than at the gate! I would've made changes to my plans. Even at the gate, they couldn't care any less. That was the attitude they showed.



The TN rep called me and said they were willing to accept the baggage from UA even later at night. They would put it on the next flight and get it to us.
But UA wasn't willing to go the extra mile. That is okay. They do the bare-minimum and not go above and beyond (No sarcasm intended) and I can understand they dont want risks related to missing baggage etc or security risks.



I totally get that pax may not listen to FAs and can still block the way. But the least they could do was announce than say sorry!


Tahiti was good. Totally fun. But we missed a day and a half and my wife wasn't happy about it not being "perfect". But she relaxed the next day... I am hoping Chase will have my back for stay in LA but also the additional night I had to put in at Tahiti main island because I couldn't get to Moorea (final destination) due to no ferry's available at night.
Assuming that you have not yet written your complaint to united CS, I would advise that your chances of satisfactory compensation are highest when you highlight specific operational failures, e.g., the lack of advance communication. As you note, weather and ATC are considered outside of UA's control.

In my impression, the CSR's seem to be relatively conciliatory at present (relative to history), so with a concise message you may recover some appreciable compensation (ETC or miles; if you have a preference it may be worthwhile to state).
fumje is offline  
Old May 12, 17, 2:55 pm
  #184  
 
Join Date: May 2017
Location: PHX
Posts: 21
Originally Posted by mrswirl View Post
As others said, that's the risk you take when booking separate tickets. It's bad luck you were delayed but consider yourself fortunate that the other airline still honored your tickets for the next day.

They could have legally declared you a no-show and cancelled your entire itinerary.

I would chalk it up to lesson learned and move on. Some beach time in Tahiti should be enough to make up for it.
Well the beach time and all the pleasant water and snorkeling did make up for it... if only I had an additional day I lost... miss it more now that I am at my PC at work!

Originally Posted by fumje View Post
Assuming that you have not yet written your complaint to united CS, I would advise that your chances of satisfactory compensation are highest when you highlight specific operational failures, e.g., the lack of advance communication. As you note, weather and ATC are considered outside of UA's control.

In my impression, the CSR's seem to be relatively conciliatory at present (relative to history), so with a concise message you may recover some appreciable compensation (ETC or miles; if you have a preference it may be worthwhile to state).
Thanks for your inputs. I will word my email as you suggest. I will be filing a claim with Chase so I won't ask for monetary compensation. I will ask for miles I guess. I wasn't sure what was a reasonable amount to expect.

I am not sure how much Chase will cover either. A friend also told me include the 1 night resort stay I missed in Moorea. I am not sure if that will fly. I will need to get a statement from Costco I think on how much that would be.
raadhey is offline  
Old May 14, 17, 12:14 pm
  #185  
 
Join Date: Mar 2012
Posts: 2
Recourse for non working Biz Class Seat on UA

Hello forum members,

Did a search, and found a few helpful threads, but nothing that fits my situation.

I was on a biz class seat from Sfo to Lhr on United. Upon boarding, I realized the entertainment system did not work. Informed the purser and they tried to reset, but it did not work. After the takeoff, I tried to recline the seat and nothing. Called over the purser and they couldn't get it to work. Staff was very apologetic and upon checking the logs, this was reported by a previous passenger on. A previous flight. The purser advised, the seat should been flagged and I should have been moved to a another seat prior to departure. He gave me an inflight certificate to contact customer service.

I reached out and low and behold, they lowballed an offer of $100. I countered explaining $100 would not cut it and that I either wanted 1/2 my airfare refunded or at the very least the difference in fare between biz and economy plus.

What am I really entitled to given UA knew about the pre-existing condition of the seat?

Your help is appreciated. Thanks.

Last edited by WineCountryUA; May 14, 17 at 2:14 pm Reason: merged into UA compensation thread
sm5486 is offline  
Old May 14, 17, 1:17 pm
  #186  
 
Join Date: Jan 2013
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Originally Posted by sm5486 View Post
I reached out and low and behold, they lowballed an offer of $100. I countered explaining $100 would not cut it and that I either wanted 1/2 my airfare refunded or at the very least the difference in fare between biz and economy plus.

What am I really entitled to given UA knew about the pre-existing condition of the seat?
That's unfortunate, and the $100 offer seems low to me as well -- particularly given the total lack of recline on a redeye. You won't get anything in cash though: an ETC or UA miles is all you'll get, though for the record I think you deserve a bunch of either, along with a sincere apology.

For more experienced eyes to see this thread though, it should be moved here:

http://www.flyertalk.com/forum/unite...-2017-a-5.html
RandomBaritone is offline  
Old May 14, 17, 1:19 pm
  #187  
 
Join Date: Dec 2004
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Originally Posted by RandomBaritone View Post
That's unfortunate, and the $100 offer seems low to me as well -- particularly given the total lack of recline on a redeye. You won't get anything in cash though: an ETC or UA miles is all you'll get, though for the record I think you deserve a bunch of either, along with a sincere apology.

For more experience eyes to see out though, this thread should be moved here:

http://www.flyertalk.com/forum/unite...-2017-a-5.html
A colleague recently received a choice of 10K miles or $200 ETC for the same problem, but this was in Polaris First.
wxguy is offline  
Old May 14, 17, 1:21 pm
  #188  
 
Join Date: Mar 2009
Location: SFO / HGH
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Posts: 1,475
Originally Posted by sm5486 View Post
Hello forum members,

Did a search, and found a few helpful threads, but nothing that fits my situation.

I was on a biz class seat from Sfo to Lhr on United. Upon boarding, I realized the entertainment system did not work. Informed the purser and they tried to reset, but it did not work. After the takeoff, I tried to recline the seat and nothing. Called over the purser and they couldn't get it to work. Staff was very apologetic and upon checking the logs, this was reported by a previous passenger on. A previous flight. The purser advised, the seat should been flagged and I should have been moved to a another seat prior to departure. He gave me an inflight certificate to contact customer service.

I reached out and low and behold, they lowballed an offer of $100. I countered explaining $100 would not cut it and that I either wanted 1/2 my airfare refunded or at the very least the difference in fare between biz and economy plus.

What am I really entitled to given UA knew about the pre-existing condition of the seat?

Your help is appreciated. Thanks.
This is always a tough one, since you did technically get all the other aspects of business class service, including lounge access, meals, etc.
Asking for the difference in fare, while somewhat reasonable, likely won't get anywhere with UA. There's some datapoints in the consolidated compensation thread on here on what to expect.

$100 does seem low, and I would push for something more generous, especially considering that UA had documentation of a faulty seat and it wasn't blocked.
Do you have any status on UA?
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Old May 14, 17, 1:21 pm
  #189  
 
Join Date: Jan 2013
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Originally Posted by wxguy View Post
A colleague recently received a choice of 10K miles or $200 ETC for the same problem, but this was in Polaris First.
I can see $200 ETC for the lack of in-flight entertainment, but for sitting bolt upright all night?!

I mean geez, I've gotten $150 for no wi-fi on a domestic route!
RandomBaritone is offline  
Old May 14, 17, 1:31 pm
  #190  
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Originally Posted by RandomBaritone View Post
I can see $200 ETC for the lack of in-flight entertainment, but for sitting bolt upright all night?!

I mean geez, I've gotten $150 for no wi-fi on a domestic route!
Exactly. Since the standard upcharge for going from Y to C is usually $600 plus 20K miles, UA should have given him at least $500.
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Old May 14, 17, 2:03 pm
  #191  
 
Join Date: Oct 2009
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Too Low!

I have had both happen to me before.

For bad IFE, I got a $200- TC.
For a non-functioning seat, I got a $800- TC.

You deserve more, don't accept what they have offered.
zombietooth is offline  
Old May 14, 17, 2:09 pm
  #192  
 
Join Date: Oct 2010
Location: LAX
Programs: UA 1k MM, HHonors Diamond
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Originally Posted by sm5486 View Post
Hello forum members,

Did a search, and found a few helpful threads, but nothing that fits my situation.

I was on a biz class seat from Lax to Lhr on United. Upon boarding, I realized the entertainment system did not work. Informed the purser and they tried to reset, but it did not work. After the takeoff, I tried to recline the seat and nothing. Called over the purser and they couldn't get it to work. Staff was very apologetic and upon checking the logs, this was reported by a previous passenger on. A previous flight. The purser advised, the seat should been flagged and I should have been moved to a another seat prior to departure. He gave me an inflight certificate to contact customer service.

I reached out and low and behold, they lowballed an offer of $100. I countered explaining $100 would not cut it and that I either wanted 1/2 my airfare refunded or at the very least the difference in fare between biz and economy plus.

What am I really entitled to given UA knew about the pre-existing condition of the seat?

Your help is appreciated. Thanks.
Last year a similar problem happened to spouse and I, LAX-EWR. Flight was continuing to CDG and we reported broken seating 1E & 1F. one didn't recline and the other would collapse half way. Same thing, problems had been reported the previous flight and after an overnight at LAX no maintenance.

We were given a $150 each which was fine with me, but our concern was the passengers flying overnight to GDG. Your offer on an international was pretty pathetic and agree with a previous poster, worth at least $500.

Last edited by sgfood; May 14, 17 at 2:13 pm Reason: seat#
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Old May 14, 17, 4:50 pm
  #193  
 
Join Date: Jul 2004
Location: California
Programs: UA, AA, Delta, US Air, Alaska
Posts: 28
Cancelled UAL flight enroute to Europe

In April, my UAL flight from Sacramento (SMF) to San Francisco (SFO) was cancelled for "air traffic control" issues (runway problems I think). This was my first leg of a trip to Barcelona. When I called UAL, they could not re-book me from SMF to BCN that day, as they said "all the seats to BCN were taken". Thus, I paid a friend $200 to drive me to SFO to catch my flight from SFO to BCN. This entire trip was on miles. What will UAL compensate me for?
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Old May 14, 17, 4:57 pm
  #194  
 
Join Date: Mar 2015
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Originally Posted by [email protected] View Post
What will UAL compensate me for?
Write in / call and let us know what the answer is. You definitely deserve something.
PsiFighter37 is offline  
Old May 14, 17, 4:58 pm
  #195  
 
Join Date: Mar 2012
Programs: Mileage Plus 1K; Marriott Platinum; Hilton Gold
Posts: 6,266
They might throw a few thousand miles your way as a goodwill gesture. But don't expect anything in the way of monetary reimbursement for what you paid out in ground transportation.
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