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]
Aug 2, 2017, 12:12 pm
#466
Join Date: Feb 2017
Location: IAD/DCA
Programs: United Platinum
Posts: 43
Aug 2, 2017, 2:19 pm
#467
Join Date: May 2011
Location: Texas
Programs: united airlines marriott southwest airlines
Posts: 21
Update to thread #361 and #368 (original offer was $75 or 3,750 miles)
Summary, missed connection from IAD to ZRH due to mechanical issues in IAH flight that was delayed 4.5 hours.
I used the link provided in thread #372 . I received a call from United Customer support. They will mail me a $200 check for hotel stay. And they will give me and DH each a $300 travel certificate. Better than the original offer, so I guess it is fair for a 24 hour delay.
Also, we were on Business class Polaris. Does that make a difference in how United determines what amount to compensate?
Summary, missed connection from IAD to ZRH due to mechanical issues in IAH flight that was delayed 4.5 hours.
I used the link provided in thread #372 . I received a call from United Customer support. They will mail me a $200 check for hotel stay. And they will give me and DH each a $300 travel certificate. Better than the original offer, so I guess it is fair for a 24 hour delay.
Also, we were on Business class Polaris. Does that make a difference in how United determines what amount to compensate?
Last edited by WineCountryUA; Aug 2, 2017 at 3:11 pm Reason: merging consecutive posts by same member
Aug 3, 2017, 12:23 pm
#468
Join Date: Dec 2012
Posts: 263
Got a reply from UA CS today (13 days later) and said they will send E Cert. Don't know the value yet.
Aug 3, 2017, 4:34 pm
#469
Join Date: Dec 2012
Posts: 263
Got Ecert $125. No status, booked in F international on award ticket, 3 hour delay. Any advice on comp., i.e. should I seek more? I want to boost my MP acct. and if the Wiki is correct that should be worth 6,750 miles. I wanted at least 7,500 to top over for a F Int'l ticket I'm eyeing. Finally, how do you go about getting the ETC converted into miles? Thank you in advance.
Last edited by loopflyer; Aug 3, 2017 at 4:46 pm Reason: add info.
Aug 3, 2017, 6:17 pm
#470
Join Date: Oct 2013
Location: DEN
Programs: UA 1K 0.7MM (trying to get to 1MM!)
Posts: 1,272
Got Ecert $125. No status, booked in F international on award ticket, 3 hour delay. Any advice on comp., i.e. should I seek more? I want to boost my MP acct. and if the Wiki is correct that should be worth 6,750 miles. I wanted at least 7,500 to top over for a F Int'l ticket I'm eyeing. Finally, how do you go about getting the ETC converted into miles? Thank you in advance.
Aug 6, 2017, 7:41 am
#471
Join Date: Sep 2005
Location: LGA
Programs: UA 1K *G; SPG Gold; Marriott Gold
Posts: 103
I booked a revenue F ticket (P class) on the Aug. 5 UA735 which is the domestic 788 leg that repositions the ex-NRT aircraft to SFO. It canceled after about 3-4 hours due to a fuel leak. A lovely DENCS agent protected me on UA257 which is a domestic 777 config and I was assigned 18E, an E+ seat in the otherwise bone-crushing 3-4-3 Y cabin. I also got a $20 food voucher for being in F (Y got $10).
Today I was offered 3,750 miles of a $75 ETC. The contract of carriage says I'm entitled a refund of the fare difference as well because of the downgrade, but the ticket was rather inexpensive ($255). Is this worth calling about?
Today I was offered 3,750 miles of a $75 ETC. The contract of carriage says I'm entitled a refund of the fare difference as well because of the downgrade, but the ticket was rather inexpensive ($255). Is this worth calling about?
Aug 6, 2017, 11:51 am
#472
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
I booked a revenue F ticket (P class) on the Aug. 5 UA735 which is the domestic 788 leg that repositions the ex-NRT aircraft to SFO. It canceled after about 3-4 hours due to a fuel leak. A lovely DENCS agent protected me on UA257 which is a domestic 777 config and I was assigned 18E, an E+ seat in the otherwise bone-crushing 3-4-3 Y cabin. I also got a $20 food voucher for being in F (Y got $10).
Today I was offered 3,750 miles of a $75 ETC. The contract of carriage says I'm entitled a refund of the fare difference as well because of the downgrade, but the ticket was rather inexpensive ($255). Is this worth calling about?
Today I was offered 3,750 miles of a $75 ETC. The contract of carriage says I'm entitled a refund of the fare difference as well because of the downgrade, but the ticket was rather inexpensive ($255). Is this worth calling about?
Aug 6, 2017, 2:48 pm
#473
FlyerTalk Evangelist
Join Date: Nov 2014
Location: MSP
Programs: DL PM, UA Gold, WN, Global Entry; +others wherever miles/points are found
Posts: 14,406
If your original itinerary was DEN-SFO, I would write in and ask for the $129 difference in fare in addition to the customer service gesture.
Aug 7, 2017, 9:57 pm
#474
formerly fkhatibloo
Join Date: Apr 2006
Location: SFO/OAK
Programs: United 1K & 1MM, Marriott Gold, Starwood Gold, Omni Select
Posts: 182
Thurs 8/3, I was booked on UA558 (BOS-SFO) scheduled to depart at 8:30pm. Started getting delay notifications around 2pm local time, and by 5pm, flight was delayed 4+ hours.
At about 5:45, they rebooked me on an Alaska flight departing 7:10pm (over an hour before my orig departure!) which, A+ for proactivity, but FAIL for context -- Boston traffic at that time is atrocious and there's no way I could have made that flight.
Called 1K, and they wouldn't rebook me on my orig outbound (I imagine they thought they might have to cancel entirely at that point). I agreed to ditch my C seat, and was rebooked on the 8am the next morning (the 6:30am was already well oversold). Agent told me to get a room, and send in the receipt.
I booked a room at the Courtyard near Logan, prepay rate, and got some grub. At about 10:30, I noticed the flight was still scheduled to depart at 12:30am; I just wanted to be home, so I called 1K again. They rebooked me on the orig flight, pulled an RPU, and got me my seat again.
No mention in-flight of customer appreciation, and no email so far. On a whim, before emailing 1KVoice, I checked the site and lo! 5000 miles or $200 on offer. That seems reasonable assuming United would cover my hotel room, but I suspect they're going to deny that claim since they got me on the original flight. And, I suspect I have no shot at getting that RPU back, despite the fact that they upgraded a few elites at the gate gratis due to the delay (a few of us were chatting in line).
At about 5:45, they rebooked me on an Alaska flight departing 7:10pm (over an hour before my orig departure!) which, A+ for proactivity, but FAIL for context -- Boston traffic at that time is atrocious and there's no way I could have made that flight.
Called 1K, and they wouldn't rebook me on my orig outbound (I imagine they thought they might have to cancel entirely at that point). I agreed to ditch my C seat, and was rebooked on the 8am the next morning (the 6:30am was already well oversold). Agent told me to get a room, and send in the receipt.
I booked a room at the Courtyard near Logan, prepay rate, and got some grub. At about 10:30, I noticed the flight was still scheduled to depart at 12:30am; I just wanted to be home, so I called 1K again. They rebooked me on the orig flight, pulled an RPU, and got me my seat again.
No mention in-flight of customer appreciation, and no email so far. On a whim, before emailing 1KVoice, I checked the site and lo! 5000 miles or $200 on offer. That seems reasonable assuming United would cover my hotel room, but I suspect they're going to deny that claim since they got me on the original flight. And, I suspect I have no shot at getting that RPU back, despite the fact that they upgraded a few elites at the gate gratis due to the delay (a few of us were chatting in line).
Aug 7, 2017, 10:02 pm
#475
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,391
At about 5:45, they rebooked me on an Alaska flight departing 7:10pm (over an hour before my orig departure!) which, A+ for proactivity, but FAIL for context -- Boston traffic at that time is atrocious and there's no way I could have made that flight.
Called 1K, and they wouldn't rebook me on my orig outbound (I imagine they thought they might have to cancel entirely at that point).
Called 1K, and they wouldn't rebook me on my orig outbound (I imagine they thought they might have to cancel entirely at that point).
Aug 8, 2017, 4:28 am
#476
Join Date: Jul 2007
Programs: UA Silver
Posts: 794
I was booked CMH-EWR-DUB on an award in J. CMH-EWR got canceled out of nowhere on the way to the airport, called and told I was rebooked in Y and was met with shock that this wasn't acceptable. Ended up searching on my own and having to painfully get rebooked through LHR, adding about 7 hours to my travel time. I got 7500 miles for this, wasn't offered a choice of a travel cert.
Aug 9, 2017, 4:31 pm
#477
Join Date: Mar 2005
Programs: fwp blood diamond, dykwia uranium
Posts: 7,251
united gold
had this issue: http://www.flyertalk.com/forum/unite...-no-irrop.html
70 min bag delay
told bag agent i can't wait any longer
walked away
ua would not deliver
had to pick up bags today
complained night of (monday 6 aug) in a 150 word, brief, non-fwp manner.
got email today, apology and $150 etc.
i thought i scored huge when i got a $175 etc (plus $250 cash for workout and winter clothing, but the etc came before the clothing claim) for a four (4) day baggage delay, at a domestic mainline station, during christmas, as a platinum. but that was in 2016 before the new-NEW united
but either way this is FAR more than what air canada would offer. so i'm staying with ua. and i look forward to plenty more service failures. ^^
had this issue: http://www.flyertalk.com/forum/unite...-no-irrop.html
70 min bag delay
told bag agent i can't wait any longer
walked away
ua would not deliver
had to pick up bags today
complained night of (monday 6 aug) in a 150 word, brief, non-fwp manner.
got email today, apology and $150 etc.
i thought i scored huge when i got a $175 etc (plus $250 cash for workout and winter clothing, but the etc came before the clothing claim) for a four (4) day baggage delay, at a domestic mainline station, during christmas, as a platinum. but that was in 2016 before the new-NEW united
but either way this is FAR more than what air canada would offer. so i'm staying with ua. and i look forward to plenty more service failures. ^^
Aug 16, 2017, 11:39 am
#478
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MPG, Bonvoy Tit, LTP
Posts: 1,294
Questions about compensation options
I am not one of those who seeks compensation for every minor inconvenience. However, earlier this year I had a TATL with an inoperable IFE in Business Class. The FA gave me a form to report it and I received an ETC for $175 as compensation. All seemed generous until I came to use it. It seems that the ETC can only be used on a 100% UA itinerary, which is a problem for me as I live in Canada. Since UA pulled out of my home airport a few years ago I always connect to them after a first segment in AC. I could book a flight from YYC directly on UA but then AC charges more for the connecting flight than I save with the ETC.
My question is whether or not UA ever offers anything other than an ETC ( such as MP points) and if so how can I make this evident to the airline before the ETC is issued.? Otherwise it seems that any compensation offered in the future is effectively worthless. Any suggestions are appreciated or am I just SOL in this regard?
My question is whether or not UA ever offers anything other than an ETC ( such as MP points) and if so how can I make this evident to the airline before the ETC is issued.? Otherwise it seems that any compensation offered in the future is effectively worthless. Any suggestions are appreciated or am I just SOL in this regard?
Aug 16, 2017, 11:39 am
#479
Join Date: Mar 2007
Location: EWR-SEA-IAD
Programs: UA 1P MM, AS MVP G*, SPG Gold, Hyatt Plat, IHG Plat, Hilton Diamond, Marriott Gold
Posts: 977
Oma-ewr direct canceled. Rebooked on morning flt. Called premier desk and rebooked on AA via ord. AA flt was delayed resulting in a 15 min mad dash between planes. Made it but had a middle seat vs my direct in F (cpu). Complained about it a got $100. Complained a bit more and got another $50. AA flts posted as Y class to my AS acct neting me 2700 miles as well.
Guess thats ok with me, but now i've got 2 certs. Really wish u could combine them online. I heard somewhere agents can do it by phone now though...
Funny how this all gets accounted for. Amex pays aeroplan, who pays united, who pays American, who pays Alaska. Lol
Guess thats ok with me, but now i've got 2 certs. Really wish u could combine them online. I heard somewhere agents can do it by phone now though...
Funny how this all gets accounted for. Amex pays aeroplan, who pays united, who pays American, who pays Alaska. Lol
Aug 16, 2017, 11:45 am
#480
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
$175 will likely translate to 8,750 miles ( a 2 cpm conversion)
Last edited by WineCountryUA; Aug 16, 2017 at 11:52 am Reason: self-merge