Jan 22, 17, 9:57 pm
Last edit by: WineCountryUA
Technology Issue
Systemwide
Original travel date(s): January 22 - 23, 2017
Flight changes: The change fee and any difference in fare will be waived for new flights departing on or before January 25, 2017, as long as travel is rescheduled in the same cabin (any fare class) and between the same cities as originally ticketed.
Systemwide
Original travel date(s): January 22 - 23, 2017
Flight changes: The change fee and any difference in fare will be waived for new flights departing on or before January 25, 2017, as long as travel is rescheduled in the same cabin (any fare class) and between the same cities as originally ticketed.
UA mainline domestic flights grounded -- 22 Jan 2017 IT issue [STOP LIFTED]
Jan 23, 17, 9:22 am
#121
FlyerTalk Evangelist
Join Date: Dec 2006
Location: Pacific Northwest
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Jan 23, 17, 9:23 am
#122
Join Date: Oct 2015
Location: SAN
Programs: 1K (since 2008), *G (since 1990), 1MM
Posts: 3,073
I was sitting on a delayed flight at LAS when this happened. The pilot explained what happened and they used a fax machine to get the required clearances! (At least that is what I thought I heard the pilot say). There was another UA plane on the tarmac and we both took off for our respective destinations. When we got to SFO we were delayed due to weather so made my connecting flight to SAN, although I suspect it was the IT issue as all international flights and HNL/KOA flights were leaving.
(It has been a long time since someone mentioned using a fax machine so did catch my attention.)
(It has been a long time since someone mentioned using a fax machine so did catch my attention.)
Jan 23, 17, 9:44 am
#123
FlyerTalk Evangelist
Join Date: May 2006
Location: DTW, but drive to/from YYZ/ORD
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Jan 23, 17, 9:49 am
#124
Join Date: Jan 2006
Location: In between
Programs: UA 1K 1MM, SPG/Marriott Plat, Hertz PC
Posts: 564
I was en route AUS-LAX on the way to SFO when a friend texted me about the outage. It has just started so I preemptively booked a hotel at LAX in case things weren't resolved in a timely fashion. We were delayed due to ATC, and just as we crossed in to CA was the stop lifted. Made my connection to SFO and only lost about 1.25hrs. Not bad all things considered. There was zero mention of this by the pilot during announcements, and the FAs weren't able to get any info when I asked.
Jan 23, 17, 10:08 am
#125
FlyerTalk Evangelist
Join Date: Dec 2006
Location: Pacific Northwest
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Posts: 14,269
Jan 23, 17, 12:20 pm
#126
FlyerTalk Evangelist
Join Date: Nov 2014
Location: MSP
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Jan 23, 17, 1:30 pm
#127
Moderator: United Airlines; FlyerTalk Evangelist
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.9MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 64,491
Jan 24, 17, 11:04 am
#128
Join Date: May 2016
Location: AUS
Programs: UA 1K, SPG Plat, Marriott Plat, Hyatt Plat
Posts: 3
Got an email this afternoon directing me to the united.com/appreciation site. When I entered my flight info from Sunday, I was shown this:
Compensation options were 5,000 points, or a $100 travel certificate. Considering I got lucky and was only delayed 1:15, I'm quite pleased.
On behalf of United Airlines, were sorry for the inconvenience and disappointment you experienced while flying with us on January 22, 2017.
We experienced a ground stop due to a technology issue, which caused nationwide flight delays and cancellations. We worked as diligently and quickly as possible to get your flights back on schedule and you on your way; however, we know you were counting on us to provide a reliable travel experience. We are truly sorry we were unable to deliver the service you deserved ,and expect from us, and appreciate your understanding of this unusual event.
While we cannot replace the time you lost while waiting, we are offering you a goodwill gesture on the next page as a way to express my appreciation for your patience. We will continue working hard for improvement and look forward to providing you another opportunity to serve your travel needs on United.
Sincerely,
Sharon Grant
Vice President - Customer Contact Centers
United Airlines
We experienced a ground stop due to a technology issue, which caused nationwide flight delays and cancellations. We worked as diligently and quickly as possible to get your flights back on schedule and you on your way; however, we know you were counting on us to provide a reliable travel experience. We are truly sorry we were unable to deliver the service you deserved ,and expect from us, and appreciate your understanding of this unusual event.
While we cannot replace the time you lost while waiting, we are offering you a goodwill gesture on the next page as a way to express my appreciation for your patience. We will continue working hard for improvement and look forward to providing you another opportunity to serve your travel needs on United.
Sincerely,
Sharon Grant
Vice President - Customer Contact Centers
United Airlines
Jan 24, 17, 3:47 pm
#129
Join Date: Oct 2008
Programs: UA 1K, 1MM
Posts: 502
Got an email this afternoon directing me to the united.com/appreciation site. When I entered my flight info from Sunday, I was shown this:
Compensation options were 5,000 points, or a $100 travel certificate. Considering I got lucky and was only delayed 1:15, I'm quite pleased.
Compensation options were 5,000 points, or a $100 travel certificate. Considering I got lucky and was only delayed 1:15, I'm quite pleased.
Jan 24, 17, 5:36 pm
#132
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
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Jan 24, 17, 6:34 pm
#133
Join Date: Oct 2015
Location: SAN
Programs: 1K (since 2008), *G (since 1990), 1MM
Posts: 3,073
Jan 24, 17, 6:35 pm
#134
Join Date: Feb 2014
Posts: 514
I think the proactive recovery effort is a nice touch on the part of UA, also interesting to see that it looks like offer was keyed to the length of the individual delay instead of [or perhaps, in addition to] status (though FlyerTom111 doesn't list status or length of delay)
Jan 24, 17, 7:41 pm
#135
Join Date: Oct 2007
Location: Catania, Sicily/South Jersey (PHL)/Houston, Texas/Red Stick/airborne in-between
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Posts: 3,456
I was delayed about three hours (edit about 2:40 total) and was offered 100$ or 5k miles. After choosing the miles option I got an error message saying the system was not working and try and again later...of course I just tried again and it said I was already given compensation...great.
I am 1k and was in paid F for the flight. 5K seems slightly chincy but I'll take it; I hope I do not have to call the 1K line to fix the compensation aspect too.
I am 1k and was in paid F for the flight. 5K seems slightly chincy but I'll take it; I hope I do not have to call the 1K line to fix the compensation aspect too.
Last edited by FlyingHoustonian; Jan 24, 17 at 7:51 pm
