United Consolidated Compensation Thread

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United Consolidated Compensation Thread [Archive]
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United Consolidated Compensation Thread [2017]
United Consolidated Compensation Thread [2016]
United Consolidated Compensation Thread [2015]


Policy change? January 2020
United is no longer proactively offering vouchers to customers on flights delayed fewer than six hours, according to a message sent to employees.
...
Now, for delays between four and six hours, employees will decide what compensation to offer — and they’ll only give it after customers ask for it, according to the memo. United agents can share compensation through a mobile app on their airline-owned iPhones.
Frequently Asked Questions:
1. I think I deserve something from UA -- whom do I contact?

- 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 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.
.
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Old Jan 3, 20, 10:30 am
  #1  
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United Consolidated Compensation Thread

First experience of the new year. Had a flight cancelled (weather) on Dec. 30th, got re-booked on the 31st departing from a different airport (100 miles away). Award ticket, sent them an email, got this "your time is valuable, sorry" response, no compensation.

I was thinking I would be offered something considering I had to stay an additional night and drive an extra 100 miles, but who knows.
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Old Jan 3, 20, 10:35 am
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SFO UC near E4 was closed early on Dec 25th. Posted time said 11 PM, but I got there at 9:30 PM. Wrote in and got $75.

Last edited by bman1002; Jan 3, 20 at 10:37 am Reason: Forgot to add location.
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Old Jan 3, 20, 10:49 am
  #3  
 
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Originally Posted by JDM808 View Post
First experience of the new year. Had a flight cancelled (weather) on Dec. 30th, got re-booked on the 31st departing from a different airport (100 miles away). Award ticket, sent them an email, got this "your time is valuable, sorry" response, no compensation.

I was thinking I would be offered something considering I had to stay an additional night and drive an extra 100 miles, but who knows.
Why did they make you go to an airport so far away? Was your original completely shut down?
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Old Jan 3, 20, 11:01 am
  #4  
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Originally Posted by pkerr View Post
Why did they make you go to an airport so far away? Was your original completely shut down?
Good question, I actually got automatically rebooked, and wasnt even notified about the cancellation until i opened the app on my way to the airport, which was strange because usually I am texted and emailed non stop by United. The auto re-booking didnt even get me to my final destination either... It put me on a flight the next day RDM-DEN-LAX, but my original itinerary was RDM-LAX-OGG.

I am guessing passengers who were aware of the cancellations earlier were able to get re-booked on later flights out of the same city (RDM). So the option for me was either to wait 2-3 days and fly out of my intended city or drive the next morning to this other city (EUG). So after an hour on the phone with the premier desk I chose the option to leave the next day rather than in the new year hoping I could try to salvage some of my NYE plans.
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Old Jan 3, 20, 1:18 pm
  #5  
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Originally Posted by JDM808 View Post
First experience of the new year. Had a flight cancelled (weather) on Dec. 30th, got re-booked on the 31st departing from a different airport (100 miles away). Award ticket, sent them an email, got this "your time is valuable, sorry" response, no compensation.

I was thinking I would be offered something considering I had to stay an additional night and drive an extra 100 miles, but who knows.
Not for non-UA controllable events, such as weather.
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Old Jan 3, 20, 1:29 pm
  #6  
 
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Originally Posted by JDM808 View Post
Good question, I actually got automatically rebooked, and wasnt even notified about the cancellation until i opened the app on my way to the airport, which was strange because usually I am texted and emailed non stop by United. The auto re-booking didnt even get me to my final destination either... It put me on a flight the next day RDM-DEN-LAX, but my original itinerary was RDM-LAX-OGG.

I am guessing passengers who were aware of the cancellations earlier were able to get re-booked on later flights out of the same city (RDM). So the option for me was either to wait 2-3 days and fly out of my intended city or drive the next morning to this other city (EUG). So after an hour on the phone with the premier desk I chose the option to leave the next day rather than in the new year hoping I could try to salvage some of my NYE plans.
Not that it matters but that reeks of a manual intervention that wasn't correctly executed -- possibly but not necessarily an airport agent (it could have also been one of the reservations reacomm desks, for example) -- Both the change of departure airport and the change of destination airport make me think that an agent was trying to help you out but didn't (correctly) connect the dots. I've gotten calls where they've held space on alternative routing and they've offered a different origin or destination but they've always verified that it's OK and I have a way to get to the other airport before they've actually booked it. I've only accepted on one case, though.

Unfortunately, as WineCountryUA points out, since it was an uncontrollable cancel and you accepted the alt routing its just one of those inconveniences of travel life.
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Old Jan 3, 20, 1:30 pm
  #7  
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Originally Posted by WineCountryUA View Post
Not for non-UA controllable events, such as weather.
Yeah I get that, and a flight being cancelled due to weather is fine.

Its the lack of communication of the cancellation and the re-booking that took me 2,000 miles short of my intended destination that are UA controllable that is puzzling me. Along with a dismissive response saying "we value your time, sorry"
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Old Jan 3, 20, 1:38 pm
  #8  
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Originally Posted by lincolnjkc View Post
Not that it matters but that reeks of a manual intervention that wasn't correctly executed -- possibly but not necessarily an airport agent (it could have also been one of the reservations reacomm desks, for example) -- Both the change of departure airport and the change of destination airport make me think that an agent was trying to help you out but didn't (correctly) connect the dots. I've gotten calls where they've held space on alternative routing and they've offered a different origin or destination but they've always verified that it's OK and I have a way to get to the other airport before they've actually booked it. I've only accepted on one case, though.

Unfortunately, as WineCountryUA points out, since it was an uncontrollable cancel and you accepted the alt routing its just one of those inconveniences of travel life.
I definitely did accept the alternate routing on the morning of, the only other alternative was to wait 2-4 more days where I was, and not the first time I have had to do alt routing (last time I had to change from PVD to BOS).

But the routing that left me in LAX as my final destination was just done automatically, and I certainly did not accept that. I mean youd have to be pretty ignorant to not see they rebooked you on a flight that doesnt get you to your intended destination, but imagine if I hadn't checked? I dont know, its just strange, this hasnt really happened to me before. I am thinking they are having issues with their system or something, not to be an apologist, but something is going on.
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Old Jan 3, 20, 1:41 pm
  #9  
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Originally Posted by JDM808 View Post
... Its the lack of communication of the cancellation and the re-booking that took me 2,000 miles short of my intended destination that are UA controllable that is puzzling me. Along with a dismissive response saying "we value your time, sorry"
Of course, the destination issue had to be fixed but rescheduling because of WX from a small out-station during a peak holiday period, one needs to expect one will spend some time of the phone.

Sure you can try to get some miles but the WX reasons will be seen as the nexus and it will be an uphill battle, right or wrong. One picks their battles.
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Old Jan 3, 20, 1:56 pm
  #10  
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Originally Posted by WineCountryUA View Post
Of course, the destination issue had to be fixed but rescheduling because of WX from a small out-station during a peak holiday period, one needs to expect one will spend some time of the phone.

Sure you can try to get some miles but the WX reasons will be seen as the nexus and it will be an uphill battle, right or wrong. One picks their battles.
Yup, good point on picking battles. I'll probably just leave this one be... Thanks
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Old Jan 6, 20, 6:46 am
  #11  
 
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Compensation policy was fully spelled out!

Here is a part of the email reply from 1K Voices regarding United compensation policy. It was for a 9-hour delay at destination.
"United does not reimburse for inconvenience, loss of time or absorb any out-of-pocket or pre-arranged travel plan expenses. My apology or a certificate cannot erase what happened, but I hope it helps to know we take your concerns very seriously. I would like to offer you a $75.00 electronic travel certificate. It will be sent via a separate email within the next 72 hours.."
The response was swift and the voucher arrived within an hour after I got this reply. The amount on voucher was $100 higher. I was not too pleased with the initial $75 offer.
Happy travels.
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Old Jan 6, 20, 5:44 pm
  #12  
 
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Was given $125 voucher for having recline broken on my E- seat for the 3hr SJD-DEN flight.
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Old Jan 6, 20, 10:58 pm
  #13  
 
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Originally Posted by Phl06 View Post
Update: Ended up receiving $575 per person for the IFE. Part of that was onboard and the other part came from united cares.
$575 for broken IFE???

I never use it but I need to start testing it to see if it works.
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Old Jan 7, 20, 1:59 am
  #14  
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SFO-HNL A 16ish year old female stopped in the aisle near my seat and repeatedly threw up on the floor splattering me and the guy across the aisle. I went to the F lav to clean up—scrubbing my arm up to my shoulder several times and washed my t-shirt in the sink. My hair and jeans were spared. Fortunately I had a sweater and put that on. Later the purser told me the teen wasn’t ill. She ate some greasy sausage at the airport (as evidenced by the debris left in the aisle). While I and the other guy were cleaning up the FA threw some white powder over the mess and put a blanket over that. The purser gave me a voucher for $400 and said I would hear from Customer Relations about more, since she didn’t think $400 was enough. I haven’t heard a word. The no status guy on the other side of the aisle was given $175. The teen’s mom came up to both of us to personally apologize.
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Old Jan 7, 20, 3:42 pm
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Originally Posted by Pat89339 View Post
SFO-HNL A 16ish year old female stopped in the aisle near my seat and repeatedly threw up on the floor splattering me and the guy across the aisle. I went to the F lav to clean up—scrubbing my arm up to my shoulder several times and washed my t-shirt in the sink. My hair and jeans were spared. Fortunately I had a sweater and put that on. Later the purser told me the teen wasn’t ill. She ate some greasy sausage at the airport (as evidenced by the debris left in the aisle). While I and the other guy were cleaning up the FA threw some white powder over the mess and put a blanket over that. The purser gave me a voucher for $400 and said I would hear from Customer Relations about more, since she didn’t think $400 was enough. I haven’t heard a word. The no status guy on the other side of the aisle was given $175. The teen’s mom came up to both of us to personally apologize.
I'm probably in the minority here, but I think it's pretty awesome of UA to even offer an ETC for this incident (especially proactively). Certainly no fault of UA and no way for them to prevent it (for once).
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