Broken Layflat on EWR-SFO
#16
Join Date: Aug 2007
Programs: UA 1k
Posts: 226
I had a broken Biz seat (787 the older 6 across type) would not recline FRA-SFO. It can be manually moved between upright and flat (but not in-between), and 3 FAs worked on my seat for over 20 minutes trying to get it working. I really appreciated the effort. The purser gave me $300 voucher in the air. I took it. I probably could have done better but oh well. I'm 1k MM.
#17
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,181
Just last month I got $125 for a Y seat that wouldn't recline on a 3 hr 737 flight. $300 for a completely broken lay flat (one one the main reasons for booking that specific flight to begin with) is unacceptable. I'd be looking for $1k minimum. Imagine if you had a meeting to get to right after the flight.
And this for a much longer flight than EWR-SFO.
#18
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
#20
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,299
Which is kind of the point here. UA extracts a substantial premium for a "guaranteed" lie-flat on the premium t-cons. That some here wouldn't pay more than $300 is really irrelevant. The market values those seats considerably higher.
#21
Join Date: Jun 2010
Location: ROC/NYC/MSP/LAX/HKG/SIN
Posts: 3,212
Recently flew on a J fare business class ticket and my seat was broken in the upright position (it did not recline at all let alone go fully flat). When I asked the FA for help, she offered none and did not seem to care at all. I tried to reach out to United after the flight and after a few weeks finally got a response... a $300 dollar voucher. That was a $3k one-way ticket and I am quite upset about the meager compensation especially given I am a mid-level premier status. I told them that it wasn't acceptable and that I would be taking my transcon business class flights with another airline in the future and they did not care. Anyone else had a bad experience like this / any advice on trying to get this fixed??
Sorry to hear that. Welcome to the new world of UA which do not care about the customers. I am accustomed to the service qualities of US3 - 'It is what it is'-attitude.
Does anybody know OP has a case to file complaint against UA and file chargeback because it is not what OP paid for?
Is this really in the ToCs of customer protection rights? If that's the case it seems to be that Y fare, PEY fare, and F fare have the same
#23
Join Date: Aug 2003
Location: Northern California
Programs: I want to be free! Free!
Posts: 3,446
#24
Join Date: Jun 2013
Location: Roswell, GA
Programs: AA EXP 2.8m,Lifetime PLT, Hilton Diamond, IHG PlLT, SPG Gold
Posts: 3,191
sad to see that the FA seems uninterested in at least trying or attempting to show that they were tiring to solve the issue.
I know the FA's probably cant fix it.. but at least make an effort, and give the passenger some good feelings.
I know the FA's probably cant fix it.. but at least make an effort, and give the passenger some good feelings.
#26
Join Date: Jan 2013
Location: Delaware
Programs: UA Mileage Plus, Amtrak Guest Rewards
Posts: 1,386
I pay for a Steak and am served Chicken Nuggets, yet I received food.
I pay for a Mercadies and am given a Chevy, yet I received a car.
OP paid for a lie-flat seat which he was denied. If he paid for BE, then I would agree that he paid to be transported. J is paying a premium for comfort, among other things.
#27
Join Date: Jan 2010
Location: SFO
Programs: *G^2, Bonvoyed, NEXUS
Posts: 3,497
UA markets these as premium routes with lie-flat seats. That is part of the extra fare you are paying beyond the lowest available Y fare which is arguably the cost of transportation from A to B.
Booking this route 30+ days out showed a $414 premium for J over Y. Booking this flight on day of departure showed a minimum of $1,250 premium, and as high as almost $3,000.
OP paid a premium for a lie flat seat and did not receive it in any form. The conversation should not be about compensation but about how much of a refund is due, of which the difference between the fare paid and the lowest available Y fare at time of booking is the start of that calculation. Compensation should be a customer service gesture beyond the refund amount to cover the inconvenience.
Booking this route 30+ days out showed a $414 premium for J over Y. Booking this flight on day of departure showed a minimum of $1,250 premium, and as high as almost $3,000.
OP paid a premium for a lie flat seat and did not receive it in any form. The conversation should not be about compensation but about how much of a refund is due, of which the difference between the fare paid and the lowest available Y fare at time of booking is the start of that calculation. Compensation should be a customer service gesture beyond the refund amount to cover the inconvenience.
#28
A FlyerTalk Posting Legend
Join Date: Jun 2005
Posts: 57,252
That's pretty stingy compensation but it's getting in to the realm of max compensation offered. It sucks but it seems to be in the norm. This should maybe be merged with the consolidated compensation thread and you can peruse through that thread to get a rough idea. To offer a datapoint, I was on an RPU upgrade and the FA offered a $500 voucher in the air. I would try asking nicely about revising the compensation and you can try emailing oscar's email to see if you can get someone in the executive leadership department.
I doubt anyone at UA cares at this point, but at least you gave it a try.
#29
Join Date: May 2011
Programs: UA GS, UA 2MM, HH LT Diamond, Bonvoy Titanium
Posts: 1,773
I had a broken J seat on an overnight flight from OGG-DEN late last year. It wouldnt recline at all and the purser gave me $300 on the spot with her hand-held device. All I can do is what she told me and encouraged me to write the 1K desk upon returning home. 1K desks response was You've already been compensated in-flight and no additional compensation will be provided .
#30
Join Date: Jun 2014
Programs: UA MM
Posts: 4,066
UA markets these as premium routes with lie-flat seats. That is part of the extra fare you are paying beyond the lowest available Y fare which is arguably the cost of transportation from A to B.
Booking this route 30+ days out showed a $414 premium for J over Y. Booking this flight on day of departure showed a minimum of $1,250 premium, and as high as almost $3,000.
OP paid a premium for a lie flat seat and did not receive it in any form. The conversation should not be about compensation but about how much of a refund is due, of which the difference between the fare paid and the lowest available Y fare at time of booking is the start of that calculation. Compensation should be a customer service gesture beyond the refund amount to cover the inconvenience.
Booking this route 30+ days out showed a $414 premium for J over Y. Booking this flight on day of departure showed a minimum of $1,250 premium, and as high as almost $3,000.
OP paid a premium for a lie flat seat and did not receive it in any form. The conversation should not be about compensation but about how much of a refund is due, of which the difference between the fare paid and the lowest available Y fare at time of booking is the start of that calculation. Compensation should be a customer service gesture beyond the refund amount to cover the inconvenience.