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]
Nov 16, 2017, 11:18 am
#721
FlyerTalk Evangelist
Join Date: May 2007
Location: Houston
Programs: UA Plat, Marriott Gold
Posts: 12,693
Nov 16, 2017, 11:40 am
#722
Join Date: Dec 2010
Location: TX
Programs: UA 1K
Posts: 729
In the alternative cancel for a full refund and rebook these flights (the price is 80K miles so may have gone up from when you booked before due to changes to award chart)
Find a cheap flight to Entebbe as suggested above (departure is not till 11:55pm on Feb 14 so you have all day to get there).
Update us on what happens.
Nov 16, 2017, 1:50 pm
#723
Join Date: Nov 2006
Location: LAX
Posts: 2,851
It wouldn't work for flying to EBB than purchasing a flight on Rwanda Air from KGL to EBB. Connection won't work.
I decided to just cancel the award, 80k and taxes and fees back in boyfriend account.
Then I booked a biz award ticket for DAR to ZRH to LAX for February 21st.
Now I have to search for hotels and things to do in DAR and Zanzibar. I have 6 to 7 days b4 flying back.
I rather not extend my trip but I can't sit on economy cause I don't like it (lol) plus I have back problems.
I don't like flying Biz class on UA. I prefer Swiss Airlines biz, which is what I booked.
I decided to just cancel the award, 80k and taxes and fees back in boyfriend account.
Then I booked a biz award ticket for DAR to ZRH to LAX for February 21st.
Now I have to search for hotels and things to do in DAR and Zanzibar. I have 6 to 7 days b4 flying back.
I rather not extend my trip but I can't sit on economy cause I don't like it (lol) plus I have back problems.
I don't like flying Biz class on UA. I prefer Swiss Airlines biz, which is what I booked.
Nov 16, 2017, 2:13 pm
#724
Join Date: Jul 2013
Location: Kaiserslautern
Programs: UA G 1.9MM, HH Diamond, Global Entry
Posts: 439
Forgot to post, but on October 19th I was on UA DEN to IAH. I was #1 on the UG list, and before closing the GA came on and said I was UG'd to 2E. Nice, a few minutes later he came back on to tell me he was sorry but the original 2E pax was here and I would have to go back to my original seat. He did seem truly apologetic. I complied, He came back a few minutes later with a $200 cert to compensate me for the confusion.
Fast forward to 9 November, Coming back from ICN where my GPU from NRT to LAX cleared, but not LAX to IAH. Again #1 on the UG waitlist. Just before closing the doors the GA came on and moved me to 2E. I asked if he was sure. He gave me a funny look.
Fast forward to 9 November, Coming back from ICN where my GPU from NRT to LAX cleared, but not LAX to IAH. Again #1 on the UG waitlist. Just before closing the doors the GA came on and moved me to 2E. I asked if he was sure. He gave me a funny look.
Nov 16, 2017, 3:50 pm
#725
Join Date: Dec 2010
Location: TX
Programs: UA 1K
Posts: 729
It wouldn't work for flying to EBB than purchasing a flight on Rwanda Air from KGL to EBB. Connection won't work.
I decided to just cancel the award, 80k and taxes and fees back in boyfriend account.
Then I booked a biz award ticket for DAR to ZRH to LAX for February 21st.
Now I have to search for hotels and things to do in DAR and Zanzibar. I have 6 to 7 days b4 flying back.
I rather not extend my trip but I can't sit on economy cause I don't like it (lol) plus I have back problems.
I don't like flying Biz class on UA. I prefer Swiss Airlines biz, which is what I booked.
I decided to just cancel the award, 80k and taxes and fees back in boyfriend account.
Then I booked a biz award ticket for DAR to ZRH to LAX for February 21st.
Now I have to search for hotels and things to do in DAR and Zanzibar. I have 6 to 7 days b4 flying back.
I rather not extend my trip but I can't sit on economy cause I don't like it (lol) plus I have back problems.
I don't like flying Biz class on UA. I prefer Swiss Airlines biz, which is what I booked.
But enjoy a week in DAR.
Nov 16, 2017, 6:51 pm
#726
FlyerTalk Evangelist
Join Date: Aug 2009
Location: ZOA, SFO, HKG
Programs: UA 1K 0.9MM, Marriott Gold, HHonors Gold, Hertz PC, SBux Gold, TSA Pre✓
Posts: 13,811
Forgot to post, but on October 19th I was on UA DEN to IAH. I was #1 on the UG list, and before closing the GA came on and said I was UG'd to 2E. Nice, a few minutes later he came back on to tell me he was sorry but the original 2E pax was here and I would have to go back to my original seat. He did seem truly apologetic. I complied, He came back a few minutes later with a $200 cert to compensate me for the confusion.
Nov 16, 2017, 11:29 pm
#727
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
Nov 16, 2017, 11:51 pm
#728
FlyerTalk Evangelist
Join Date: Aug 2009
Location: ZOA, SFO, HKG
Programs: UA 1K 0.9MM, Marriott Gold, HHonors Gold, Hertz PC, SBux Gold, TSA Pre✓
Posts: 13,811
If it is goodwill, that means UA is in its own discretion to provide one or not.
Nov 17, 2017, 5:43 am
#729
Join Date: Aug 2008
Location: SF Bay Area, CA
Posts: 165
We were put up in hotels (pretty nice one) and our meals were covered up to a certain Singapore $ amount.
http://united.com/appreciation gave me the choice of 5K miles or a $100 e-certificate. I took the miles due to the 1 year expiration on the cert.
I only paid taxes and fees for my flights as I used miles for all of them (SJC to NRT, HND to GMP, ICN to SIN, SIN to SFO). SIN to SFO was the only UA flight. The rest were on Star Alliance partners (NH, OZ and CA).
Nov 18, 2017, 7:53 pm
#730
Join Date: Aug 2008
Location: SF Bay Area, CA
Posts: 165
Was also a problem w/the plane.
My MileagePlus status with UA is merely "member", not even Premier Silver.
Last edited by cwerdna; Nov 20, 2017 at 3:06 am
Nov 19, 2017, 4:34 am
#731
Join Date: Aug 2004
Programs: Continental OnePass
Posts: 856
WiFi wasn’t working on our TATL flight on Saturday. My wife and I both wrote a nice note to PremierVoice commenting on how great the cabin crew were in general and mentioning that the WiFi was down.
I (MP Gold) received an email apologizing for the lack of WiFi and offering a $175 e-cert. My wife (MP Silver) got 5000 miles.
I (MP Gold) received an email apologizing for the lack of WiFi and offering a $175 e-cert. My wife (MP Silver) got 5000 miles.
Nov 19, 2017, 6:25 am
#732
Join Date: Aug 2002
Programs: UA 1K & 1MM/AA Gold & 1MM/HH Gold/Marriott Titanium
Posts: 2,924
Purchased FC on AUS-IAD (E175 op by Mesa) but my seat was broken and FC was booked full. Agents offered compensation for FC pax to move back or change routings but no takers. They initially offered $500 travel vouchers. They still had one seat open in Y and it was 21A - window seat in E- on the E175. Agent proactively blocked space for me in the overhead. Just before departure and nothing changed so agent says - what if I up the offer to $1,000? So...I sat in 21A for 2.5 hours (really wasn't bad at all) and got a $1,000 travel voucher, 10,000 miles and $159 refund for fare difference. Not a bad day after all!
Nov 19, 2017, 7:41 am
#733
Join Date: Aug 2010
Location: SNA and XRY
Programs: UA PP, 2 MM; IC;
Posts: 1,043
Purchased FC on AUS-IAD (E175 op by Mesa) but my seat was broken and FC was booked full. Agents offered compensation for FC pax to move back or change routings but no takers. They initially offered $500 travel vouchers. They still had one seat open in Y and it was 21A - window seat in E- on the E175. Agent proactively blocked space for me in the overhead. Just before departure and nothing changed so agent says - what if I up the offer to $1,000? So...I sat in 21A for 2.5 hours (really wasn't bad at all) and got a $1,000 travel voucher, 10,000 miles and $159 refund for fare difference. Not a bad day after all!
Nov 26, 2017, 12:42 am
#734
Join Date: Sep 2008
Location: AUS after 40+ SFO/OAK
Programs: UA MM (recovering former 1K), Marriott Titanium Lifetime
Posts: 550
So what's the going rate for losing a day of your life, tempered by it being in Maui? I only ask because we're booked on this flight, similar pmCO old bird, in a couple of weeks.
Nov 30, 2017, 6:32 am
#735
Join Date: Feb 2013
Programs: UAL GS. AA 2MM
Posts: 34
Compensation for non-reclining seat
Advise would be greatly appreciated. I took the redeye from EZE last night and my seat did not recline at all in Polaris Business. I paid 10K plus for the round trip ticket. United offered me $500 or 25K miles. This seems insufficient. I called 1K and they told me to email. Any advice on what I should ask for in the email?