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 Jun 3, 17, 10:33 am
  #286  
 
Join Date: Mar 2017
Location: Brussels
Posts: 93
If the flight was leaving EU and/or was the final destination, you have the right for a compensation but, I think, that's not the case, right?
pmichelazzo is offline  
Old Jun 3, 17, 10:37 am
  #287  
 
Join Date: Mar 2010
Location: YUL
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Originally Posted by Rommie2k6 View Post
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!!
No they weren't. IDB refers to when someone is removed from the flight, but the flight goes on out. Nothing to do with delay and cancellation of flights. The US doesn't protect its passengers like the EU does.
dinoscool3 is offline  
Old Jun 3, 17, 10:41 am
  #288  
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Join Date: Apr 2001
Location: NYC
Posts: 69,136
Originally Posted by Rommie2k6 View Post
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!!
No, you were not IDB'd. There is no requirement of any comp unless you were leaving the EU or Israel.

If you wanted a rebooking on another airline you can ask the agents to do so. They are not required to.
Originally Posted by pmichelazzo View Post
If the flight was leaving EU and/or was the final destination, you have the right for a compensation but, I think, that's not the case, right?
On UA metal it only applies leaving the EU, not going to.
sbm12 is offline  
Old Jun 3, 17, 10:41 am
  #289  
 
Join Date: Nov 2009
Posts: 952
Crap, I'll just have to try emailing United and ask for one-time-courtesy compensation I guess.
Rommie2k6 is offline  
Old Jun 3, 17, 12:00 pm
  #290  
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You may get a few thousand miles, but with "only" a 4 hour delay, it won't be much more.

I'm actually pleased you're getting to your destination with that little delay. I had a cancellation last month and had to catch a 6-1/2 hour late night ride with someone so I didn't miss an int'l flight the next day. (My company got refunded the cost of the flight.)

Safe travels,

Doc
Doc Savage is offline  
Old Jun 5, 17, 9:46 pm
  #291  
 
Join Date: Oct 2005
Location: SEA, OGG(I wish)
Programs: was UA 1K now Gold, cuz UA 1.3 MM; HA,DL,AS (no status in these), Marriott Gold
Posts: 1,228
UA Exexcutive email addresses

Ms BH is writing at length regarding a recent negative experience & would like to send it to the top rather than to generic Customer Care. Does anyone have an email address for someone of authority, or even Oscar Munoz?
BH62 is offline  
Old Jun 5, 17, 9:48 pm
  #292  
 
Join Date: Sep 2013
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http://elliott.org/company-contacts/united-airlines/
Hipplewm is online now  
Old Jun 5, 17, 10:28 pm
  #293  
 
Join Date: Feb 2008
Location: Lahaina, HI & Los Angeles, CA
Programs: UA GS
Posts: 2,245
Originally Posted by BH62 View Post
Ms BH is writing at length regarding a recent negative experience & would like to send it to the top rather than to generic Customer Care. Does anyone have an email address for someone of authority, or even Oscar Munoz?
Bolding mine........FWIW, my advise is to keep it short and concise.
LAXOGG is offline  
Old Jun 6, 17, 8:35 am
  #294  
 
Join Date: Jun 2017
Posts: 2
Sunday 8am fl EWR-SFO delayed 12 hours due to mechanical problem. Actual departure 13 hours late (9pm) arrival 11:00 pm (orig arr 10:50am).

Offered no-cost rebooking, 3 day window, at first posted delay of 3 hours. Sun flights only standby availability.

Email upon landing offering $150 or 7,500 miles. Non-status on UA. E+ award seat. Scanning this thread, the offer seems standard? Just curious due to length of delay. In the end, 3/4 empty flight was very pleasant, if very late.
FAS2 is offline  
Old Jun 6, 17, 10:42 am
  #295  
 
Join Date: Mar 2012
Programs: Mileage Plus 1K; Marriott Platinum; Hilton Gold
Posts: 6,270
Originally Posted by FAS2 View Post
Sunday 8am fl EWR-SFO delayed 12 hours due to mechanical problem. Actual departure 13 hours late (9pm) arrival 11:00 pm (orig arr 10:50am).

Offered no-cost rebooking, 3 day window, at first posted delay of 3 hours. Sun flights only standby availability.

Email upon landing offering $150 or 7,500 miles. Non-status on UA. E+ award seat. Scanning this thread, the offer seems standard? Just curious due to length of delay. In the end, 3/4 empty flight was very pleasant, if very late.
Did you get meal vouchers for your 12 hour delay? You should have received vouchers for lunch and perhaps dinner, too, given the length of the delay. EWR food outlets are pricey due to the OTG monopoly.
transportprof is offline  
Old Jun 6, 17, 12:22 pm
  #296  
 
Join Date: Mar 2010
Location: MEX
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Originally Posted by pmichelazzo View Post
If the flight was leaving EU and/or was the final destination, you have the right for a compensation but, I think, that's not the case, right?
Any compensation expected for a 15 hour delay on IAH MEX with the latest chaos generated by a storm on Sunday 4th?.
Weather was the stated reason for delay although finaly accepted that crew availability was the primarily reason.
flymexico2010 is offline  
Old Jun 6, 17, 12:51 pm
  #297  
 
Join Date: Jun 2017
Posts: 2
Originally Posted by transportprof View Post
Did you get meal vouchers for your 12 hour delay? You should have received vouchers for lunch and perhaps dinner, too, given the length of the delay. EWR food outlets are pricey due to the OTG monopoly.
No vouchers, transportprof, but I didn't actually spend extra time at EWR. The delays were posted far enough in advance that I was able to track them from home. I left out one detail for brevity: when the first 3 hour delay was posted, I initially accepted the change offer and booked a Monday afternoon flight. I later learned about an early Monday meeting in SF, so called cust service and got booked back onto the original flight, by then rescheduled for 8PM departure.
FAS2 is offline  
Old Jun 12, 17, 7:50 am
  #298  
 
Join Date: May 2017
Programs: United Mileage Plus, Hilton Honors, Avis Preferred
Posts: 17
SFO-EWR UA1070 cancelled due to aircraft maintenance. Got a pro-active "customer service" email offering 15,000 miles or $300 e-certificate for my troubles.
BiWeeklyAccelerator is offline  
Old Jun 12, 17, 8:06 am
  #299  
 
Join Date: Feb 2016
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Posts: 420
IAD-ORD UA374. Power outlet in 1E did not work. Was given 5,500 miles.
Brandinho1 is offline  
Old Jun 12, 17, 2:00 pm
  #300  
 
Join Date: Aug 2007
Location: Northern New Jersey
Programs: CO-Gold SPG-Gold Hyatt-Platinum
Posts: 163
UA 781 on June 7th , FLL-EWR , after a 3 hour weather delay on the tarmac the engine bleeder malfunctioned and flight was cancelled . Rebooked the following day for 10am flight, a 19 hour delay . Compensation for me as a Gold Elite was $200 ETC .
rcodey is offline  

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