Is compensation due for this delayed departure?
Sep 6, 2019, 8:59 pm
#1
Original Poster
Join Date: Aug 2015
Location: Florida & Colorado
Programs: Frontier, American, United, Alaska
Posts: 18
Is compensation due for this delayed departure?
My wife and I fly first class on United out of Denver all the time. I have status while she does not. Today she was on a paid ticket for a flight to IAD out of DIA that was delayed due to a connecting flight from SFO arriving over five hours late. She was offered apparently a coach ticket on another flight but decided to wait in the United Club and wait for her desired equipment, a Dreamliner, so she could sleep until a 0130 arrival. Her flight was delayed over 3.5 hours. (She’s pushing 70 next June) and on top of that, we are diamond members at Hilton and we called ahead to see if she needs to contact the airport Hilton at IAD for a shuttle to the airport where she is pre-checked in and they said no shuttles run at that time and she will have to take a taxi at her expense to the hotel! Now, I don’t know, frankly, what the rules are for reimbursement should she be due anything from United and perhaps someone better versed on the subject could tell me how to proceed if at all. As for Hilton, we can deal with the Diamond folks accordingly.....we think. Anyway, she’s inflight as I write this and wonder if anyone has an informed suggestion if she/we should proceed and how. Thanks. We be old folks and that poor lady is dragging a load of luggage around......
Sep 6, 2019, 9:07 pm
#3
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,359
If they do provide compensation, it would be in the form of a travel certificate good toward a future flight, not cash.
Missing the hotel shuttle would not influence the compensation amount.
Sep 6, 2019, 9:11 pm
#4
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
I don;t think United owes you anything but you can always give it shot. Write customer care from the UA website and attach your receipts - keep it short and to the point. 3.5 hour delay F Class - late arrival no hotel shuttle - attached are my taxi receipts I incurred due to late arrival
Sep 6, 2019, 9:11 pm
#5
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Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,416
Agree with jsloan . . . this is right on the cusp. It's worth writing to UA customer care; you might mention your wife's age and that late arrival caused her to miss hotel shuttle. But keep it short and to the point . . . just imagine how many such emails UA receives every day!
Note that any compensation would be a customer service gesture, not a contractual or legal right.
Don't be rude.
Note that any compensation would be a customer service gesture, not a contractual or legal right.
Don't be rude.
Last edited by Kacee; Sep 7, 2019 at 12:26 pm
Sep 7, 2019, 2:56 am
#6
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Location: Canada, USA, Europe
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I don;t think United owes you anything but you can always give it shot. Write customer care from the UA website and attach your receipts - keep it short and to the point. 3.5 hour delay F Class - late arrival no hotel shuttle - attached are my taxi receipts I incurred due to late arrival
Sep 7, 2019, 5:58 am
#7
Join Date: Feb 2003
Location: PHL
Programs: UA Plat, 2MM
Posts: 1,860
Sep 7, 2019, 6:04 am
#8
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Join Date: Jul 2003
Posts: 23,020
There's no mandatory delay compensation laws in the US (the only mandatory compensation is for IDB's) and the airline's contract of carriage disclaims liability for irregular operations other than providing snacks/meal vouchers for extended delays and hotel accommodations for overnight delays in cases where it is their fault. In general, they might provide some miles or a fare voucher for longer delays, but rarely do they provide cash reimbursements for ancillary expenses. It doesn't hurt to ask, but prepared to be shot down. With a paid F ticket, I suspect they will be more likely to at least offer something than if it were coach. The Dulles Hilton seems to indicate there's after hours service if you call. So, yes, you should probably point that out to them. Looks like a taxi/uber/lyft is about $10.
From Dulles Hilton website --
Courtesy Bus 4am-1am; after hours call
From Dulles Hilton website --
Courtesy Bus 4am-1am; after hours call
Sep 7, 2019, 7:29 am
#10
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There is no compensation due. UA may choose as a matter of customer service to make a voluntary gesture of some sort and that might amount to a small voucher or a few miles. Cash payments are almost out of the question.
I would not bother to submit receipts at this point. Simply point to the length of the delay (use the correct delay time of 3:16), the nature of the inconvenience, and the cost of the taxi.
I would not bother to submit receipts at this point. Simply point to the length of the delay (use the correct delay time of 3:16), the nature of the inconvenience, and the cost of the taxi.
Sep 7, 2019, 7:48 am
#11
Original Poster
Join Date: Aug 2015
Location: Florida & Colorado
Programs: Frontier, American, United, Alaska
Posts: 18
Well, well, holy smoke, my mistake. Thanks, Jimin, for providing the correct length of time of how late the flight was, FWIW, when my wife lined up they changed the departure time from 2033 to 2045 due to a crew change which would have been still less than my 3.5 hours by five minutes, but thanks for delving into it. In this old, feeble mind of mine though there was some sort of two hour thing I was thinking about. Actually, it’s all good. I was simply putting it out there for people who might know the rules on this sort of thing. In all of our years of flying we’ve never nickel dimed anyone trying to get a buck here or there but I thought this pretty extreme a delay so possibly the experienced travelers on here might have the facts. To be quite honest, I found it a little funny if not surprised that the tone of a few comments seemed to be that I was committing some sort of an affront in simply asking my question. Nothing ventured, nothing gained. You all have a great day. ✌🏻
Sep 7, 2019, 8:27 am
#14
Join Date: Jun 2014
Programs: UA MM
Posts: 4,104
Well, well, holy smoke, my mistake. Thanks, Jimin, for providing the correct length of time of how late the flight was, FWIW, when my wife lined up they changed the departure time from 2033 to 2045 due to a crew change which would have been still less than my 3.5 hours by five minutes, but thanks for delving into it. In this old, feeble mind of mine though there was some sort of two hour thing I was thinking about. Actually, it’s all good. I was simply putting it out there for people who might know the rules on this sort of thing. In all of our years of flying we’ve never nickel dimed anyone trying to get a buck here or there but I thought this pretty extreme a delay so possibly the experienced travelers on here might have the facts. To be quite honest, I found it a little funny if not surprised that the tone of a few comments seemed to be that I was committing some sort of an affront in simply asking my question. Nothing ventured, nothing gained. You all have a great day. ✌��
I'm glad your wife arrived in Virginia.
Sep 7, 2019, 8:31 am
#15
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