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 22, 17, 6:17 pm
  #226  
 
Join Date: Dec 2006
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Originally Posted by TennisNoob View Post
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?
As a UA Silver, he has access to E+ sitting at check in. Did he get an E+ seat at check in and then got downgraded? I have a feeling he didn't choose one at check in and then a flight attendant wouldn't let him sit in E+, but i might be wrong.

Please provide more details if available. Thanks
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Old May 23, 17, 10:04 am
  #227  
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Losing a seat assignment for operational reasons ...

Dear sages,

My husband is set to fly later today DEN-LAX. He is 1K, and received his upgrade last Friday to seat 4E from a fairly low fare.

Today, I was about to check him in when I saw his seat was no longer assigned.

I called UA, and the agent explained that for operational reasons (fam?), his seat was gone. Now, there are many others on the flight who show they received an upgrade. I take it they are either UGS or paid a higher fare?

They moved him to an earlier departure, as there are no seats at all on the plane now.

I guess I don't really have a question… Just explaining experience.

Well, perhaps one question… Is there a typical compensation that one trip request on this?
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Old May 23, 17, 10:08 am
  #228  
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For all we know, a FAM took 1C, pushing that person (who may have been GS or bought full-fare) to 4E.

Compensation is a tough one, unless he is kicked off the plane, or downgraded on the same plane to Economy.

If you found a mutually acceptable alternative flight in F, I don't think compensation is due.
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Old May 23, 17, 10:20 am
  #229  
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Originally Posted by aacharya View Post
For all we know, a FAM took 1C, pushing that person (who may have been GS or bought full-fare) to 4E.

Compensation is a tough one, unless he is kicked off the plane, or downgraded on the same plane to Economy.

If you found a mutually acceptable alternative flight in F, I don't think compensation is due.
Thank you for the reply. Mutually acceptable is difficult to quantify! In this case, the only option it with a seat was one leaving an hour and a half earlier or three hours later. If an option is chosen, does that really mean that it's acceptable?
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Old May 23, 17, 10:34 am
  #230  
 
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Is this UA420? I initially assumed they'd swapped a 739 to a 738 which removes 4 F seats and does happen sometimes, but that flight shows as a 739, so only reason someone would get bumped is FAM (UA essentially never overbooks premium cabin prior to departure).

This is actually worse than your subject line suggests -- it's both a loss of seat assignment *and* being bumped for the flight. A couple options:

1) If you can check him in, presumably with a seat assignment of "See Agent", he can go to the gate and possibly get the seat of a no-show. Worst case, they'd have to downgrade him and he'd receive substantial compensation (GG OVS Downgrade will get you the relevant thread, though it's not clear that FAM count as "oversale" for these purposes).

2) Otherwise, I'd accept the agent's offer to get reaccommodated on an earlier/later flight, then send UA a simple message tomorrow stating the facts -- ie with no prior warning, bumped from flight, requiring a phone call to an agent to fix. I'd be shocked if you didn't get something even if it's FAM-caused.
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Old May 23, 17, 12:07 pm
  #231  
 
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Originally Posted by zrs70 View Post
Thank you for the reply. Mutually acceptable is difficult to quantify! In this case, the only option it with a seat was one leaving an hour and a half earlier or three hours later. If an option is chosen, does that really mean that it's acceptable?
United tends to spin it that way, and it's not crazy to say that getting this quietly taken care of ahead of time is a decent resolution.

Other option would have been to go to the gate, as he is still holding a confirmed ticket on the flight. At this point if there are no seats you can get involuntary DG compensation or push for compensation+rebooking with the GA. But this carries a risk of being stuck in Y so maybe is not the best path.

The tl;dr is that premium cabin IRROPS really stink.
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Old May 23, 17, 4:06 pm
  #232  
 
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I got horrible food poisoning on a flight to NRT. Thankfully it was the breakfast they served (indian vegetarian), so it was close to landing. But I was in horrible pain for the next 12 hours and had to cancel my first night of business meetings, and delay today's. I feel like I got hit by a wrecking ball. I'll see what they offer as a GS member..
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Old May 23, 17, 4:38 pm
  #233  
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Originally Posted by dag16 View Post
I got horrible food poisoning on a flight to NRT. ....
Sorry to hear, I have had it a couple of times and it was terrible.

Food poisoning is a very difficult thing to pinpoint the source of.

The symptoms of food poisoning usually begin within one to two days after eating contaminated food, although they may start at any point between a few hours and several weeks later.
per NHS.uk

Symptoms from the most common types of food poisoning will often start within 2 to 6 hours of eating the food. That time may be longer or shorter, depending on the cause of the food poisoning.
MedlinePlus
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Old May 23, 17, 9:27 pm
  #234  
 
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Originally Posted by TAHKUCT View Post
As a UA Silver, he has access to E+ sitting at check in. Did he get an E+ seat at check in and then got downgraded? I have a feeling he didn't choose one at check in and then a flight attendant wouldn't let him sit in E+, but i might be wrong.

Please provide more details if available. Thanks
27A/B/C opened up after check-in. Gate agent @GIG and flight attendant aboard said he had to pay for the E+ seat which makes no sense since silvers should get the seat.

Shouldn't make a diff but it was a revenue ticket.
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Old May 23, 17, 9:37 pm
  #235  
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Originally Posted by TennisNoob View Post
27A/B/C opened up after check-in. Gate agent @GIG and flight attendant aboard said he had to pay for the E+ seat which makes no sense since silvers should get the seat.
Should have taken it, paid, then requested refund.
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Old May 23, 17, 10:17 pm
  #236  
 
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Originally Posted by Kacee View Post
Should have taken it, paid, then requested refund.
Yeah my advise as well but we found out after.
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Old May 23, 17, 10:21 pm
  #237  
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Originally Posted by TennisNoob View Post
Yeah my advise as well but we found out after.
Agreed, wouldn't expect most people to know that's the play.

Did he ask for comp? It would not be unreasonable to do so.
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Old May 23, 17, 11:06 pm
  #238  
 
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Originally Posted by TennisNoob View Post
27A/B/C opened up after check-in. Gate agent @GIG and flight attendant aboard said he had to pay for the E+ seat which makes no sense since silvers should get the seat.

Shouldn't make a diff but it was a revenue ticket.
Had he already boarded when he made the initial request? That might have caused the confusion, but definitely worth writing in for.
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Old May 23, 17, 11:09 pm
  #239  
 
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Originally Posted by Kacee View Post
Agreed, wouldn't expect most people to know that's the play.

Did he ask for comp? It would not be unreasonable to do so.
I think that's pushing it asking for comp in this situation. Silvers are entitled to E+ at check in. Couldn't the travler monitored and changed on the App or the Gate. On board is a whole different situation. FA are selling not upgrading. Just curious what are the rules for this..
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Old May 24, 17, 12:00 am
  #240  
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Originally Posted by Flying Machine View Post
I think that's pushing it asking for comp in this situation. Silvers are entitled to E+ at check in. Couldn't the travler monitored and changed on the App or the Gate.
Please re-read OP's post.

Originally Posted by TennisNoob View Post
27A/B/C opened up after check-in. Gate agent @GIG and flight attendant aboard said he had to pay for the E+ seat which makes no sense since silvers should get the seat.
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