United Consolidated Compensation Thread

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Old Dec 6, 18, 9:54 am   -   Wikipost
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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.
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Old Jan 3, 18, 12:53 pm
  #1  
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Join Date: Mar 2012
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United Consolidated Compensation Thread

$200 ETC for no food service of any kind on UA396 HNL-SFO. The cabin crew disappeared after takeoff and never served the "Snack" or drinks. I finally rang the call button and got a glass of water. This was the longest UA flight with water-only service that I've ever been on.
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Old Jan 4, 18, 3:01 pm
  #2  
 
Join Date: Dec 2016
Location: San Fransisco, CA
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On a UAX flight from IAD-YYZ on Jan 02, we took an hour mechanical delay after boarding. The door remained open, and ground heat wasn't working. It got very very cold in the F cabin, and blankets weren't offered. Worth writing in for?
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Old Jan 5, 18, 2:32 am
  #3  
 
Join Date: Mar 2013
Location: Jackson, WY
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JAC-EWR. Traveling with the family. 2 adults, 1 kid, 1 lap infant. We had the whole row reserved in E+. Didn’t preboard. 2 reservations. Me and kid on one, wife on the other. At checkin we add the lap infant to my wife. Didn’t pay much attention to the paper ticket she handed us.

get on plane someone is in my wife’s seat. Strangely, his ticket says her seat number. Mobile boarding (wife’s) says same number. We look at the paper ticket that we got when we added the lap infant -32A.

(P)lane was full, and she ended up in 32A. From paid E+ in a row with her family, to the last row. I paid $90 for the E plus. It was row 11not emergency row.

Last edited by WineCountryUA; Jan 5, 18 at 2:42 am Reason: inappropriate language
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Old Jan 5, 18, 2:44 am
  #4  
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Join Date: Jun 2007
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Originally Posted by Mbcijim10 View Post
... From paid E+ in a row with her family, to the last row. I paid $90 for the E plus. ....
Certainity deserve a refund of the E+ fees.
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Old Jan 5, 18, 6:27 am
  #5  
 
Join Date: Jan 2011
Programs: UA Platinum Marriott Platinum
Posts: 270
Surprised at this one.

my wife and 2 kids and I traveling back. 2 of us have 11AB and other 2 have 11 EF. Check in and two seats changed to 9AB for some unknown reason.

board plane and person in 9 switches back for us to where we were supposed to be.

Sent us $200 per person so $800 total for changing the seats.
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Old Jan 7, 18, 3:28 am
  #6  
 
Join Date: Jan 2014
Programs: Krisflyer, hyatt GP
Posts: 142
Lax-SIN 18 hours direct flight in Polaris (paid upgrade during OLCI) & no Ua FF: the power, usb, headphone jack not working. Unable to charge my phone to watch UA entertainment apps. FA offered me to move to Y to use IFE.
FA sent $200 travel certificate thru their apps (the max he can do). The guy sits next to me get 10k pts + $200.
can i pursue more thru their website? Since i dont get 10k pts + no entertainment and power during whole flight. UA entertainment apps was keep buffering too.
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Old Jan 7, 18, 7:52 am
  #7  
 
Join Date: Apr 2009
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Originally Posted by Bidu View Post
Lax-SIN 18 hours direct flight in Polaris (paid upgrade during OLCI) & no Ua FF: the power, usb, headphone jack not working. Unable to charge my phone to watch UA entertainment apps. FA offered me to move to Y to use IFE.
FA sent $200 travel certificate thru their apps (the max he can do). The guy sits next to me get 10k pts + $200.
can i pursue more thru their website? Since i dont get 10k pts + no entertainment and power during whole flight. UA entertainment apps was keep buffering too.
No UA FF? That's a lot of mileage whom did you credit to? It wouldn't hurt to send in a brief note to Customer Service via the link online and perhaps they will give additional comp.
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Old Jan 7, 18, 1:00 pm
  #8  
 
Join Date: Jan 2014
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Originally Posted by Flying Machine View Post


No UA FF? That's a lot of mileage whom did you credit to? It wouldn't hurt to send in a brief note to Customer Service via the link online and perhaps they will give additional comp.
i put krisflyer during check-in, doesnt have UA FF.
Okay, i’ll send message to customer service. Thanks!
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Old Jan 7, 18, 2:19 pm
  #9  
 
Join Date: Oct 2017
Location: Miami, Florida
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Originally Posted by krentzie View Post
Surprised at this one.

my wife and 2 kids and I traveling back. 2 of us have 11AB and other 2 have 11 EF. Check in and two seats changed to 9AB for some unknown reason.

board plane and person in 9 switches back for us to where we were supposed to be.

Sent us $200 per person so $800 total for changing the seats.
That's incredible. Sometimes it seems like there's no rhyme or reason to the compensation given.

You wrote in or an FA did this?
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Old Jan 7, 18, 2:45 pm
  #10  
 
Join Date: Apr 2004
Location: CHI
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Judgmental Employee Complaint

Purser took my PDB order by asking, “Are you thirsty?” and I asked for a (single) Buffalo Trace on the rocks. He replied, “It doesn’t sound like you’re thirsty, it sounds like you want to get drunk.” I wrote in immediately and the next day received a call from customer care expressing that the employee’s behavior was unacceptable and offering a goodwill gesture of either $200 or 10,000 miles.
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Old Jan 7, 18, 3:35 pm
  #11  
 
Join Date: Oct 2017
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No chance it was tongue-in-cheek?
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Old Jan 7, 18, 7:31 pm
  #12  
 
Join Date: Jan 2011
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Originally Posted by joe_miami View Post
That's incredible. Sometimes it seems like there's no rhyme or reason to the compensation given.

You wrote in or an FA did this?
wrote in
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Old Jan 12, 18, 5:48 am
  #13  
 
Join Date: Feb 2001
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Posts: 3,854
First ever longer delay due to maintenance coming up - my flight in Polaris is 3:25 late, causing me to miss my connection ultimately getting me in about 5 hours late (if I can get the better routing) or seven hours late (if the automated reprotection prevails). What should I expect as a 1K in such a situation? Lose half a day at my destination due to this...

Greetings - Dirk
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Old Jan 12, 18, 7:33 am
  #14  
 
Join Date: Feb 2015
Programs: UA 1K
Posts: 651
Sent a note of complaint regarding horrendous, lazy service on EWR-TLV. Dropped silverware, woke up my son to pick it up for her....J bathrooms filthy, purser directed wife to Y bathrooms, saying "this flight always has filthy bathrooms", rolled eyes when we asked for mattress pad, and when questioned why she rolled her eyes, said "you guys read the internet too much".

Anyway, within 5 hours received an apology and $175 ETC per person. Well done, UA.
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Old Jan 12, 18, 10:28 am
  #15  
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Originally Posted by djohannw View Post
First ever longer delay due to maintenance coming up - my flight in Polaris is 3:25 late, causing me to miss my connection ultimately getting me in about 5 hours late (if I can get the better routing) or seven hours late (if the automated reprotection prevails). What should I expect as a 1K in such a situation?
$200 or $300 ETC or equivalent amount of miles. If you want to change your return to make up for the time lost, they will waive the change fee.
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