Jan 4, 2017, 12:02 pm
Last edit by: WineCountryUA
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?
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?
United Consolidated Compensation Thread [2017]
why UA...
May 17, 2017, 6:57 pm
#212
Join Date: Mar 2012
Posts: 2
Thank you everyone for your input. After exhaustive back and forth, they settled on $1000 ETC. I still think it's low given UA knew about the issue prior to me boarding, but reading all the input from all of you I decided to take it. Spending more time on it for a few more $$$ or miles didn't make sense.
May 17, 2017, 7:21 pm
#213
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
May 17, 2017, 7:59 pm
#214
Join Date: Mar 2011
Location: MFR
Programs: UA 1K 1.9MM, Hilton Gold, Marriott Gold
Posts: 2,883
"A mistake with catering" so no food at all DFW-LAX in FC, no snack boxes, no nuts, nothing. We were informed as we were boarding, so no time to grab something. AND no apologies whatsoever. I'm frankly surprised not to have a Customer Appreciation email waiting for me when I arrived (like the old days). What should I expect?
May 17, 2017, 8:40 pm
#215
Join Date: Mar 2013
Location: BDL/NYC/BOS
Programs: UA/*A Gold, Global Entry, Marriott Plat, Hilton+IHG Gold, Hertz PC, DL
Posts: 1,752
"A mistake with catering" so no food at all DFW-LAX in FC, no snack boxes, no nuts, nothing. We were informed as we were boarding, so no time to grab something. AND no apologies whatsoever. I'm frankly surprised not to have a Customer Appreciation email waiting for me when I arrived (like the old days). What should I expect?
May 18, 2017, 11:37 pm
#216
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
Have we ever heard of someone being banned for complaining too much?
May 18, 2017, 11:51 pm
#217
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
Up In The Air: Meet The Man Who Flies Around The World For Free.
And also, Northwest,
Inc. v. Ginsberg. Where the Supreme Court affirmed NW's right to ban a frequent complainer.
And also, Northwest,
Inc. v. Ginsberg. Where the Supreme Court affirmed NW's right to ban a frequent complainer.
May 19, 2017, 12:03 am
#218
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
Up In The Air: Meet The Man Who Flies Around The World For Free.
And also, Northwest,
Inc. v. Ginsberg. Where the Supreme Court affirmed NW's right to ban a frequent complainer.
And also, Northwest,
Inc. v. Ginsberg. Where the Supreme Court affirmed NW's right to ban a frequent complainer.
The Supreme Court filing is interesting; and I don't doubt UA would be within its legal rights to terminate membership. That said, my question was whether there's ever been a report of United (not Northwest, a defunct airline) banning one of its members for frequently complaining.
Last edited by helvetic; May 19, 2017 at 12:09 am
May 19, 2017, 12:12 am
#219
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
in April 2011, he received a certified letter from United, cheerily informing him that because he had taken advantage of the system his frequent-flyer account was permanently suspended. He was banned from flying, he recalls the letter saying, unless he paid the company $4,755 — the amount it claimed as losses through Schlappig's techniques.
"I mean, how do you define 'taking advantage of'?" Schlappig asks, passing a hand towel back to a doting attendant as we fly over the South China Sea. "Was I seriously inconvenienced to the tune of $200 every time my audio wasn't working? No. But they create the system."
"I mean, how do you define 'taking advantage of'?" Schlappig asks, passing a hand towel back to a doting attendant as we fly over the South China Sea. "Was I seriously inconvenienced to the tune of $200 every time my audio wasn't working? No. But they create the system."
May 19, 2017, 12:19 am
#220
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,834
Up In The Air: Meet The Man Who Flies Around The World For Free.
And also, Northwest,
Inc. v. Ginsberg. Where the Supreme Court affirmed NW's right to ban a frequent complainer.
And also, Northwest,
Inc. v. Ginsberg. Where the Supreme Court affirmed NW's right to ban a frequent complainer.
Help! My Mileage Plus Account Got Audited
http://www.flyertalk.com/forum/unite...-too-much.html
What is common among these is very excessive complaints -- verging complaining about something on every flight. the 1-2-3-... times a year is not going to be an issue.
May 19, 2017, 12:37 am
#221
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
Plus these oldies
Help! My Mileage Plus Account Got Audited
http://www.flyertalk.com/forum/unite...-too-much.html
What is common among these is very excessive complaints -- verging complaining about something on every flight. the 1-2-3-... times a year is not going to be an issue.
Help! My Mileage Plus Account Got Audited
http://www.flyertalk.com/forum/unite...-too-much.html
What is common among these is very excessive complaints -- verging complaining about something on every flight. the 1-2-3-... times a year is not going to be an issue.
There was a great piece by John Ollila just a few days ago about Hilton banning an excessive complainer. Compensation Clinic Disaster - How to Get Your Accounts Closed. The best part was the closing sentence in Hilton's "you're fired" letter:
Based on the amount of compensation that has been extended to you against the total revenue spent at our hotels, we ask that you seek accommodations at another hotel chain as it is clear that we are unable to meet your expectations.
May 20, 2017, 8:56 am
#222
Join Date: Feb 2016
Location: ORD | LGA | 2E
Programs: UA GS 1.6MM UC | AA CK 0.7MM AC | Bonvoy Ambassador | Hyatt Globalist | Hertz PC
Posts: 1,053
$150 ETC from 1K Voice for 2 hour MX delay and inoperable entertainment (DTV) on my ORD > LAS flight earlier this week.
Received response in roughly 36 hours. E-cert about 24 hours after that.
Received response in roughly 36 hours. E-cert about 24 hours after that.
Last edited by LIH; May 22, 2017 at 5:23 am Reason: Answering question below.
May 20, 2017, 11:58 pm
#223
Join Date: Nov 2016
Posts: 10
Approx how long did it take United Customer Service to answer you?
May 21, 2017, 12:48 pm
#224
Join Date: Apr 2009
Location: LAX
Programs: UA Plat MM, CM Plat, Amex Plat, Hertz CP, Hyatt Globalist, SPG Gold, Vons Club
Posts: 6,849
Depends on your status. If you write in via the website you get a confirmation email that a they received your request within an hour or so. I typically get a reply with an answer to my query within a day or so after that, if it was related to past travel. Best of luck..
May 22, 2017, 5:33 pm
#225
Join Date: Sep 2013
Location: IAH
Programs: Marriott Plat, Hyatt Globalist, DL Plat, UA Silver
Posts: 4,043
My brother is UA silver and was denied an E+ seat on UA128 from GIG-IAH.
Plenty of E+ Seats avail including a full row. Would United compensate for this if he wrote in to CS?
Plenty of E+ Seats avail including a full row. Would United compensate for this if he wrote in to CS?