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 30, 17, 10:02 am
  #271  
 
Join Date: Nov 2014
Posts: 917
Originally Posted by smat View Post
UAL840 cancelled today after 4 hours of maintenance issues, put up overnight with food credits at hotel. Rebooked me as a 1K automatically for next day. Others not so lucky. United Care comp of 25,000 miles or $500 Electronic Travel Certificate
Wow take the 25,000 miles. When you say others not so lucky was it that they weren't able to be rebooked for a few days or they were downgraded to Y
N104UA is offline  
Old May 30, 17, 10:08 am
  #272  
 
Join Date: Oct 2013
Location: DEN
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Originally Posted by N104UA View Post
Wow take the 25,000 miles. When you say others not so lucky was it that they weren't able to be rebooked for a few days or they were downgraded to Y
Wouldn't the deciding factor between taking the 25,000 miles and the $500 ETC be based off of person preference/requirements? I still don't think taking the miles is really ever worth it, but maybe I'm just looking at it wrong. 25,000 miles gets you a round trip domestic Y ticket, if you can find super saver availability, whereas the $500 will pretty much get you anywhere, within reason, within the US...sometimes twice!
mpiotrow is offline  
Old May 30, 17, 11:00 am
  #273  
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Join Date: Apr 2013
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Originally Posted by mpiotrow View Post
Wouldn't the deciding factor between taking the 25,000 miles and the $500 ETC be based off of person preference/requirements?
Correct. And it's not like 25k/$500 is some unusually favorable ratio such that the miles are the clear choice. It's the same ratio they use on all these offers . . . 5K/$100, 10k/$200, 15k/$300, etx.

I generally take the e-cert. These do count towards PQD.
Kacee is offline  
Old Jun 1, 17, 9:19 am
  #274  
 
Join Date: Jun 2014
Location: ROC
Programs: National Executive Elite, AAdvantage, Aeroplan
Posts: 11
Business Saver Award ROC-EWR-SFO-YVR

1.5 hour departure delay in ROC due to ATC and missed connection to EWR-SFO last flight out. Was told by the gate agent in ROC I would make it since my connecting aircraft inbound from LAX was late. Arrived at the connecting gate in EWR just moments after the doors closed. Was looking forward to catching some sleep in a lie-flat seat.

Instead, a miserable overnight in EWR without hotel since this was ATC-related. Issued boarding passes by a United Club agent in economy (not E+) for the next morning and told that I would no longer have United Club or Priority Access for the duration of my trip. They did gave me 60$ in food vouchers but by that time everything was shutting down for the night.

Emailed customer care and was issued an electronic travel certificate for 150$ Too low even though this was a saver award?
rocyvr is offline  
Old Jun 1, 17, 10:12 am
  #275  
 
Join Date: Sep 2013
Location: IAH
Programs: UA&Mariott Plat Prem.
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Originally Posted by rocyvr View Post
Business Saver Award ROC-EWR-SFO-YVR

1.5 hour departure delay in ROC due to ATC and missed connection to EWR-SFO last flight out. Was told by the gate agent in ROC I would make it since my connecting aircraft inbound from LAX was late. Arrived at the connecting gate in EWR just moments after the doors closed. Was looking forward to catching some sleep in a lie-flat seat.

Instead, a miserable overnight in EWR without hotel since this was ATC-related. Issued boarding passes by a United Club agent in economy (not E+) for the next morning and told that I would no longer have United Club or Priority Access for the duration of my trip. They did gave me 60$ in food vouchers but by that time everything was shutting down for the night.

Emailed customer care and was issued an electronic travel certificate for 150$ Too low even though this was a saver award?
Do you have any status with UA?

Delay is way over 4 hours.
TennisNoob is offline  
Old Jun 1, 17, 10:35 am
  #276  
 
Join Date: Jan 2016
Location: CLE (mostly)
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Posts: 725
DSM-ORD FA announced prior to takeoff that WiFi was not working.

Contacted Customer Care and rec'd $100 ETC.
Wooglin is offline  
Old Jun 1, 17, 10:41 am
  #277  
 
Join Date: Apr 2016
Location: LHR/SFO
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Originally Posted by Wooglin View Post
DSM-ORD FA announced prior to takeoff that WiFi was not working.

Contacted Customer Care and rec'd $100 ETC.
For 300 miles/55 mins of flying, that's pretty good.
sfo789 is offline  
Old Jun 1, 17, 11:15 am
  #278  
 
Join Date: Jan 2016
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Originally Posted by sfo789 View Post
For 300 miles/55 mins of flying, that's pretty good.
Yeah, I thought so.

Still would have preferred the wifi, as I had work to do on the flight, but I knocked out everything I could in airplane mode and spent ~15 minutes at ORD to finish it there at a net 10 minute delay (as the flight landed a few minutes early to boot).
Wooglin is offline  
Old Jun 1, 17, 12:22 pm
  #279  
 
Join Date: Jun 2014
Location: ROC
Programs: National Executive Elite, AAdvantage, Aeroplan
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Originally Posted by TennisNoob View Post
Do you have any status with UA?

Delay is way over 4 hours.
No current status with UA.
rocyvr is offline  
Old Jun 1, 17, 3:01 pm
  #280  
 
Join Date: Jul 2004
Location: California
Programs: UA, AA, Delta, US Air, Alaska
Posts: 28
Originally Posted by [email protected] View Post
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?
United offered my husband and myself two $200 UA vouchers to use within a year as compensation. Does anyone think this is more than adequate or not? Thanks.
galway1ca is offline  
Old Jun 1, 17, 3:11 pm
  #281  
 
Join Date: Sep 2013
Location: IAH
Programs: UA&Mariott Plat Prem.
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Originally Posted by [email protected] View Post
United offered my husband and myself two $200 UA vouchers to use within a year as compensation. Does anyone think this is more than adequate or not? Thanks.
If it was really ATC issues than the compensation should have been $0.

So yes i think $200 was great.
TennisNoob is offline  
Old Jun 1, 17, 3:36 pm
  #282  
 
Join Date: Aug 2014
Location: SFO/CDG
Programs: UA 1k
Posts: 208
received $200 ETC for broken IFE on SFO-EWR in business
SFO28L is offline  
Old Jun 3, 17, 9:29 am
  #283  
 
Join Date: Nov 2009
Posts: 953
UA flight cancelled, compensation options?

My UA flight was cancelled. Supposed to reach destination at 3pm.

All other UA flights would arrive at 11pm which is not acceptable. If I take it, DoT says I should get compensation for more than 6 hour delay right?

If I choose to take tomorrow flight do I get comped for the night and additional vouchers?

Delta and Alaska also has flights that arrive before 6pm. I know airlines can book you on different airlines if necessary. What is that called and how do I communicate that to the staff?
Rommie2k6 is offline  
Old Jun 3, 17, 9:37 am
  #284  
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There is no legal requirement other than rebooking or a refund.

Try to get them to put you on another airline's earlier flight. You may have to escalate to a supervisor, and they may well refuse.

It's frustrating as heck, I know.

Safe Travels!
Doc Savage is offline  
Old Jun 3, 17, 10:01 am
  #285  
 
Join Date: Nov 2009
Posts: 953
So the final flight I got is 4 hours delayed. But they aren't giving any compensation. DoT says I should get 4x value of compensation for my ticket price does this not apply? Or is it idb.only? But canceling the entire.flight does mean everyone was idb!!
Rommie2k6 is offline  

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