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]
Jul 9, 2017, 7:14 pm
#376
FlyerTalk Evangelist
Join Date: Dec 2006
Location: Pacific Northwest
Programs: UA Gold 1MM, AS 75k, AA Plat, Bonvoyed Gold, Honors Dia, Hyatt Explorer, IHG Plat, ...
Posts: 16,843
Wife had a 5 hr delay due to MX on domestic flight yesterday. Got appreciation email. As her travel concierge I processed it for her. She was offered either $75 travel credit or 3750 points as a Gold. I picked the points and the confirmation page and email then told me that 5000 (!) miles would be deposited. And yes, she did get 5k miles.
Jul 12, 2017, 8:24 pm
#377
In Memoriam, FlyerTalk Evangelist
Join Date: Jul 2002
Location: Durham, NC (RDU/GSO/CLT)
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Posts: 33,857
They didn't cater F meals at all or didn't cater "enough" F meals? Wow either way. I've heard of them under-catering F but never forgetting the meals altogether.
In fact, the FA is supposed to check the carts for the meals I believe. At least I've always seen them do it.
-RM
In fact, the FA is supposed to check the carts for the meals I believe. At least I've always seen them do it.
-RM
Jul 15, 2017, 12:33 pm
#378
Join Date: Oct 2016
Programs: MileagePlus 2 Million Miler
Posts: 10
Change in aircraft from 3 class to 2
We booked 1st class on a 3 class plane, paying a premium above typical 1st class. United switched to a 2 class plane, with the obvious reduction in seating comfort. I have been unable to get any type of refund.
I won't even get into the fact the substitute plane had a mechanical, so was replaced by another 2 class plane, and the delay caused us to miss connection at ORD and an overnight stay.
I won't even get into the fact the substitute plane had a mechanical, so was replaced by another 2 class plane, and the delay caused us to miss connection at ORD and an overnight stay.
Jul 15, 2017, 12:41 pm
#379
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: 66,850
If there was, you are owed a fare differential (which again based on the route may or may not be that much). If this was an international route or a route with a definite fare differential, file for a refund at UA's Refund site
If you did not receive such an offer, contact UA's Customer Care
Jul 15, 2017, 1:28 pm
#380
Join Date: Jul 2017
Posts: 3
On UA167 LIS - IAD. Boarded plane, delayed approx 1 hour for maintenance. Engine test failure after maintenance "fix". Afterwards we were asked to deboard. Gate offered 5k vouchers for ~35 people to reduce weight of plane. Had something to do with the engine and takeoff. It sounded like the pilot had to do more manual work than normal. GF and I both snagged a voucher. Plane left after about 2.5 hour delay.
Jul 15, 2017, 1:58 pm
#381
Join Date: Feb 2008
Location: Lahaina, HI & Los Angeles, CA
Programs: UA GS
Posts: 2,403
On UA167 LIS - IAD. Boarded plane, delayed approx 1 hour for maintenance. Engine test failure after maintenance "fix". Afterwards we were asked to deboard. Gate offered 5k vouchers for ~35 people to reduce weight of plane. Had something to do with the engine and takeoff. It sounded like the pilot had to do more manual work than normal. GF and I both snagged a voucher. Plane left after about 2.5 hour delay.
Jul 15, 2017, 2:55 pm
#383
Join Date: Mar 2012
Programs: Mileage Plus 1K; Marriott Platinum; Hilton Gold
Posts: 6,355
Jul 15, 2017, 3:00 pm
#384
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,452
Jul 15, 2017, 3:37 pm
#385
Join Date: Aug 2005
Location: NYC, FLL
Programs: UA PP 1MM, Marriott Bonvoy LTTE, BA Gold
Posts: 6,322
Jul 15, 2017, 3:48 pm
#386
Join Date: Jul 2017
Posts: 3
Yes quite a bit of money. The original maintenance fix did not pass engine startup test at the gate so they deboarded. Hard to hear amongst the chaos once we deboarded at the gate but it essentially came down to weight and balance issues since the pilot would be doing more things "manually" to fly the plane. I probably would have taken the next flight for free at that point.
LIS-MUC-CLT since CLT is my true final destination. Had to call united priority desk since the airport originally rebooked me LIS-EWR-CLT getting in at 1205 AM Monday which was not preferable. Much prefer starting earlier to get in at 430 PM Sunday.
LIS-MUC-CLT since CLT is my true final destination. Had to call united priority desk since the airport originally rebooked me LIS-EWR-CLT getting in at 1205 AM Monday which was not preferable. Much prefer starting earlier to get in at 430 PM Sunday.
Last edited by WineCountryUA; Jul 15, 2017 at 5:32 pm Reason: merging consecutive posts by same member
Jul 15, 2017, 3:58 pm
#387
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,452
Jul 15, 2017, 4:44 pm
#389
Join Date: May 2001
Location: RNO, NV, USA.
Programs: UA 2MM
Posts: 5,062
Jul 15, 2017, 9:19 pm
#390
FlyerTalk Evangelist
Join Date: Nov 2014
Location: MSP
Programs: DL PM, UA Gold, WN, Global Entry; +others wherever miles/points are found
Posts: 14,410
We booked 1st class on a 3 class plane, paying a premium above typical 1st class. United switched to a 2 class plane, with the obvious reduction in seating comfort. I have been unable to get any type of refund.
I won't even get into the fact the substitute plane had a mechanical, so was replaced by another 2 class plane, and the delay caused us to miss connection at ORD and an overnight stay.
I won't even get into the fact the substitute plane had a mechanical, so was replaced by another 2 class plane, and the delay caused us to miss connection at ORD and an overnight stay.