United Consolidated Compensation Thread

    Hide Wikipost
Old Mar 10, 19, 5:43 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: mpiotrow
Wiki Link
Last year's thread United Consolidated Compensation Thread [2017]
And earlier United Consolidated Compensation Thread [2016]
United Consolidated Compensation Thread [2015]

Want to see how your compensation compares to what others have received? @j2simpso created a United Compensation Spreadsheet

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 / united.com/unitedcares ?

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 maintain a 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 provide 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.

For those whose paid travel is usually covered by their employer and their personal travel is via awards, then miles might make more sense.
For those who have paid travel they personally pay for and that travel fits within the restrictions of ETCs, then ETC might make more sense.
For those seeking status, ETCs can be used to fund that travel and earn PQMs, RDMs, and PQDs (ETCs do not reduce the PQDs). Award/mileage travel does not earn mileage.

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 an EC261/2004 claim against UA?

See Best Practices for Filing EU 261 Claims Against United?
.
11. If you need documentation of delay / cancellation for trip insurance or refunds from hotel / tour / .... operator, try this
Verification letters
Upon request, we can provide a statement of proof that a United flight was delayed or canceled. You may email your request to [email protected]. Be sure to include the names of all customers in your party, confirmation number, flight numbers and dates of travel, phone contact and the email address or mailing address where you would like it sent. Please allow 5-10 business days for processing.
.
Print Wikipost

Reply

Old Feb 7, 19, 2:49 pm
  #811  
FlyerTalk Evangelist
 
Join Date: Apr 2009
Location: LHR/SFO
Programs: 1K, *G, Global Entry, Hertz PC
Posts: 15,077
Originally Posted by Kacee View Post
I suspect UA is making it deliberately difficult to obtain comp. All they should need is your PNR and MP number

In any event, I would contact UA directly to request the EU261 comp. That's going to be separate from whatever is offered on the customer care website.
Yes, I have no choice now but I thought that I would at least try and do what they say just to see what crumbs they were tossing my way. As you say, they are making it difficult especially as I am also logged in as I am doing it. I can't face giving them a call or writing to them at the moment so will report back later.
Silver Fox is offline  
Reply With Quote
Old Feb 8, 19, 6:17 am
  #812  
 
Join Date: Aug 2002
Programs: UA 1K & 1MM/AA Gold & 1MM/HH Diamond/Marriott Plat
Posts: 2,497
Flew UA6008 AUS-IAD yesterday and lunch was listed as meal but nothing was served, just snack basket. FA apologized profusely, offered any of the snack boxes or other for sale items from the back, was given 7,500 miles by 1KVoice
TWA Guy is offline  
Reply With Quote
Old Feb 8, 19, 1:02 pm
  #813  
 
Join Date: May 2009
Location: Washington, DC
Programs: UA PP, AA, DL, LH, VX, HA
Posts: 5,285
A few weeks ago on second leg of connecting flight (ORD-DCA) one of our two RPU-confirmed-in-advance upgrades was downgraded (1K moved to new F seat; companion no coach seat). Flight booked full. Offered $300 downgrade compensation for one person or $300 each to take next flight, with seats for both in F. Took the latter.

(Still a bit puzzled as to how two confirmed seat assignments disappeared, but assume a pair of GSes misconnected or paid for those seats).
drewguy is offline  
Reply With Quote
Old Feb 8, 19, 1:26 pm
  #814  
 
Join Date: Sep 2014
Posts: 1,085
Originally Posted by drewguy View Post
(Still a bit puzzled as to how two confirmed seat assignments disappeared, but assume a pair of GSes misconnected or paid for those seats).
Equipment swap?
threeoh is offline  
Reply With Quote
Old Feb 8, 19, 7:47 pm
  #815  
 
Join Date: May 2009
Location: Washington, DC
Programs: UA PP, AA, DL, LH, VX, HA
Posts: 5,285
Nope. A319 with 8F seats throughout. Had 2EF several days before and checked in to 1E and “check with gate agent”
drewguy is offline  
Reply With Quote
Old Feb 12, 19, 1:01 pm
  #816  
 
Join Date: Sep 2013
Location: San Francisco, CA
Programs: UA GS, Marriott Platinum Premier Elite, Hertz PC
Posts: 12
I had a United flight from SFO to EWR in first class 4 months ago that was delayed 10 hours. How much should I request for compensation, and how much should I expect? Am UA GS.

Delay was due to maintenance, medical emergency, and fire alarm on plane. Maintenance and medical emergency led to boarding and re-boarding, and fire alarm led to landing back in SFO after 30 minutes in-flight. Ultimately led to flight cancellation, and I had to switch to another flight that landed 5am instead of 7pm night prior.
dt408sc02 is offline  
Reply With Quote
Old Feb 12, 19, 1:18 pm
  #817  
Original Poster
 
Join Date: Mar 2012
Programs: Mileage Plus 1K; Marriott Platinum; Hilton Gold
Posts: 5,822
Originally Posted by drewguy View Post
Nope. A319 with 8F seats throughout. Had 2EF several days before and checked in to 1E and “check with gate agent”
Could it have been LEO or FAM?
transportprof is offline  
Reply With Quote
Old Feb 12, 19, 2:05 pm
  #818  
 
Join Date: May 2009
Location: Washington, DC
Programs: UA PP, AA, DL, LH, VX, HA
Posts: 5,285
Originally Posted by transportprof View Post
Could it have been LEO or FAM?
It's possible, but we had two seats (2E, 2F). I was moved to 1E, which presumably is preferable position for FAM, and companion was seatless. So two LEOs? Maybe a prisoner with LEO? Just seemed more likely a downgrade as as a result of a need to accommodate paying pax.
drewguy is offline  
Reply With Quote
Old Feb 15, 19, 8:33 am
  #819  
2019 FlyerTalk Awards
 
Join Date: Mar 2013
Location: MCO
Programs: UA GS 1MM *G UC | Marriott LT Ti | Hilton Diamond | Hertz PC | Global Entry TSA Pre✓
Posts: 2,517
Originally Posted by drewguy View Post
It's possible, but we had two seats (2E, 2F). I was moved to 1E, which presumably is preferable position for FAM, and companion was seatless. So two LEOs? Maybe a prisoner with LEO? Just seemed more likely a downgrade as as a result of a need to accommodate paying pax.
GS cannot bump other pax from F. I've never had it happen to me, nor have I heard of it ever being done in other cases. GS are guaranteed a seat in Y on the next flight in case of missed connections, but never in F.

More likely a FAM or dead-heading crew that is required to rest in F (though this one only happens on TCON / TATL / TPAC).
jjmoore is offline  
Reply With Quote
Old Feb 15, 19, 2:31 pm
  #820  
 
Join Date: May 2016
Location: SFO
Programs: UA Plat, Marriott/SPG Plat, National EE/Hertz PC
Posts: 50
$150 ETC for equipment swap from a 787 to a 777-2 (2-2-2 config) from IAH-SFO.

Had burned a RPU to snag a PZ fare for a middle seat on the 787 with direct aisle access for me and person sitting next to me. Equipment malfunction led to plane swap into older 777, put in a seat right next to lavatory and on the side section. Mentioned that I likely would've burned my RPU on another flight had I known the plane would've been swapped.
fearless2357 is offline  
Reply With Quote
Old Feb 15, 19, 6:46 pm
  #821  
 
Join Date: Apr 2018
Posts: 16
Flight: UA 5017
Delayed 14 hours for brakes.
No possible reroutes to other airports (BTV,ALB,MHT) (including from DCA/BWI) within a 3 hour drive. Customer Rep tried to put me on Delta and American to no avail.
I was offered $150 ETC online. Based on the spreadsheet linked in the wiki it seems like I should be offered more for a 14 hour overnight mechanical delay. What do people think?

Not trying to pull a fast one on united but if you look at united's recent trips between pbg and dulles they have been tantamount to a bus ride. Multiple cancellations and overnight delays that are not weather related. I have no status with United.
Andrew Kolodgie is offline  
Reply With Quote
Old Feb 17, 19, 7:20 am
  #822  
 
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Plat Premier (+AMB); Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 7,032
Stranded at Newark last night due to schedule disruptions with crew. Waiting to fly out this morning, 14 hours late.
Already received the email from United Customer Appreciation. Choice of $250 or 12,500 RDMs as 1K.

Last weeks flight was a cluster. Boarded and pushed back twice, then returned to gate both times due to Mechanical problems. Finally arrived just under 3 hours late, which seems to be the magic delay time to activate the appreciation team.

That UAX crew was apologetic, and announced they had contacted United to arrange for some consideration, and that further info would be given by Gate staff in Dayton when we arrived. As expected, nothing either in Dayton nor via email.
goodeats21 is offline  
Reply With Quote
Old Feb 17, 19, 11:35 am
  #823  
FlyerTalk Evangelist
 
Join Date: Apr 2013
Location: SFO
Programs: UA 1K 1MM; AS MVPG; Marriott Plat Premier; Hilton Diamond (Aspire); Hyatt Refugeeist
Posts: 37,969
6.5 hour delay on SFO-EWR due to lightning strike, resulting in aircraft swap. 2 pm departure became an involuntary red-eye, with 4:23 a.m. arrival at EWR. About as much fun as a mid-con redeye, and I'm still recovering.

$200 ETC. Seems low compared to the $150 I recently received for dysfunctional wifi SFO-HNL. Win some, lose some.
Kacee is online now  
Reply With Quote
Old Feb 18, 19, 12:43 pm
  #824  
 
Join Date: Oct 2017
Location: Miami, Florida
Programs: UA Gold, Hyatt Globalist, Hilton Gold, IHG Platinum
Posts: 2,580
United’s comp is a crapshoot, but I’m surprised there’d be comp for a lightning strike.
joe_miami is offline  
Reply With Quote
Old Feb 18, 19, 2:15 pm
  #825  
FlyerTalk Evangelist
 
Join Date: Apr 2013
Location: SFO
Programs: UA 1K 1MM; AS MVPG; Marriott Plat Premier; Hilton Diamond (Aspire); Hyatt Refugeeist
Posts: 37,969
Originally Posted by joe_miami View Post
United’s comp is a crapshoot, but I’m surprised there’d be comp for a lightning strike.
Aircraft damage is mx. Cause doesn't matter.
Kacee is online now  
Reply With Quote

Thread Tools
Search this Thread