Proactive Customer Care Email - Ominous

Old Jul 1, 22, 8:31 am
  #1  
Original Poster
 
Join Date: Feb 2008
Location: Chicago, IL
Programs: UA GS MM, DL Plat, Mariott LT Plat/Ambassador, Hyatt Globalist, Hilton Gold, National Executive
Posts: 855
Proactive Customer Care Email - Ominous

I received an email this morning from Customer Care offering a choice of compensation for my flight to LHR tonight. The flight shows as on time and nothing has changed with my reservation. Is UA sending these emails in advance in case something happens? It feels ominous. Anyone else get one for an upcoming flight?
EWRFlyerAL is offline  
Old Jul 1, 22, 9:28 am
  #2  
FlyerTalk Evangelist
 
Join Date: May 2007
Location: Houston
Programs: UA Plat, Marriott Gold
Posts: 11,780
Which flight would be very useful to know for providing any guidance.
mduell is offline  
Old Jul 1, 22, 10:02 am
  #3  
 
Join Date: Aug 2010
Location: NYC
Programs: UA 1P (1k ain't what it used to be)
Posts: 389
Not sure where you're origin is, Maybe related to this: https://www.flyertalk.com/forum/unit...cancelled.html ?
oblisk is offline  
Old Jul 1, 22, 10:21 am
  #4  
 
Join Date: May 2009
Location: Washington, DC
Programs: UA 1K, AA, DL, LH, VX, HA
Posts: 6,505
Originally Posted by EWRFlyerAL View Post
I received an email this morning from Customer Care offering a choice of compensation for my flight to LHR tonight. The flight shows as on time and nothing has changed with my reservation. Is UA sending these emails in advance in case something happens? It feels ominous. Anyone else get one for an upcoming flight?
Is it offering you the opportunity to take another flight - i.e., because it's overbooked?

One of last night's flights EWR-LHR was delayed over 2 hours for mechanical issues. Maybe there's a glitch and you got the email for that.
drewguy is offline  
Old Jul 1, 22, 10:30 am
  #5  
FlyerTalk Evangelist
 
Join Date: Nov 2004
Location: ORD
Programs: UA 1K
Posts: 16,812
Originally Posted by EWRFlyerAL View Post
I received an email this morning from Customer Care offering a choice of compensation for my flight to LHR tonight. The flight shows as on time and nothing has changed with my reservation. Is UA sending these emails in advance in case something happens? It feels ominous. Anyone else get one for an upcoming flight?
Since the OPs location says Chicago, I'm guessing that the flight is ORD-LHR

Based strictly on the seat map (I know...) 958 at 4:30 is showing as almost full
the 2 later flights at 6:45 and 9:05 seem to have more availability.

I'm guessing that this was a proactive offer to change to one of those later flights.
SPN Lifer likes this.

Last edited by milepig; Jul 1, 22 at 10:36 am
milepig is offline  
Old Jul 1, 22, 10:49 am
  #6  
Original Poster
 
Join Date: Feb 2008
Location: Chicago, IL
Programs: UA GS MM, DL Plat, Mariott LT Plat/Ambassador, Hyatt Globalist, Hilton Gold, National Executive
Posts: 855
I'm on the 9:05 PM flight ORD-LHR. It's not offering a change. It's an email usually sent after something happens offering compensation. We're checked in (in paid J) with seats and the flight status shows it on time. Here is the email:

Hello,

I’ve always found that when things go wrong, it’s best to start with a simple apology. I’m sorry for the recent experience you had with us on your flight to London, GB (LHR - Heathrow).

I know it can be frustrating when things don’t go as planned. In an effort to make this right, I’d like to invite you to visit the following link to our United Cares page.

https://united.com/unitedcares

This site will be available for the next 90 days. To make this as easy as possible, please have your flight details available. If you were traveling with any friends or family on your flight, let them know they’re welcome to visit the site too.

Thanks for flying with us, and I hope you’ll give us the opportunity to welcome you onboard again soon.

With apologies,

Bryan Stoller
Vice President, Customer Care
onthesam likes this.
EWRFlyerAL is offline  
Old Jul 1, 22, 11:32 am
  #7  
 
Join Date: Oct 2014
Posts: 8,528
Was there a recent flight on the same route (like, yesterday?) that had issues? Maybe someone fat-fingered a date.
narvik likes this.
VegasGambler is offline  
Old Jul 1, 22, 11:40 am
  #8  
A FlyerTalk Posting Legend
 
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.03MM; Bonvoy Au-197; PCC Elite+; CWC Au-197; CCC Elite; WoH Dis
Posts: 51,122
Hold on to that email. In case there is a problem, it could be used as evidence that United had foreknowledge about it (or in a world of conspiracy theories, caused it).
mahasamatman is offline  
Old Jul 1, 22, 12:57 pm
  #9  
 
Join Date: Dec 2012
Programs: AA Pyrite
Posts: 626
I want you to follow the link and see what it says!
Bradhattan is offline  
Old Jul 1, 22, 1:06 pm
  #10  
 
Join Date: Apr 2001
Location: TPE, SF, DC
Programs: UA Lifetime GS 4mm
Posts: 872
Heathrow airport operations chaos : last minute cancellations

https://www.bbc.com/news/business-61857008
The UK's largest airport asked airlines to cut the flights because it was expecting more passenger numbers than it can currently cope with.
npei is offline  
Old Jul 1, 22, 1:42 pm
  #11  
 
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Silver (1MM), Marriott Amb (LT Titanium)
Posts: 9,341
I don't get the point of this thread unless OP already clicked on the URL link from the email and was actually offered something.

We all know UA IT sucks. They clearly accidentally sent you the email since you haven't even traveled to LHR yet. If you click the link and enter your details it will likely come back to you and tell you, "Oops, sorry. You're not eligible for anything." If you do get an offer of sorts then take it and move on - but that's just UA's crappy IT.

-RM
RobOnLI is offline  
Old Jul 1, 22, 2:18 pm
  #12  
FlyerTalk Evangelist
 
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 28,355
I have seen it before, but it is rare. Take the extra ETC ... some you win some you don't
MatthewLAX likes this.
cfischer is offline  
Old Jul 1, 22, 2:45 pm
  #13  
 
Join Date: May 2017
Posts: 930
Originally Posted by EWRFlyerAL View Post
I'm on the 9:05 PM flight ORD-LHR. It's not offering a change. It's an email usually sent after something happens offering compensation. We're checked in (in paid J) with seats and the flight status shows it on time. Here is the email:

Hello,

I’ve always found that when things go wrong, it’s best to start with a simple apology. I’m sorry for the recent experience you had with us on your flight to London, GB (LHR - Heathrow).

I know it can be frustrating when things don’t go as planned. In an effort to make this right, I’d like to invite you to visit the following link to our United Cares page.

https://united.com/unitedcares

This site will be available for the next 90 days. To make this as easy as possible, please have your flight details available. If you were traveling with any friends or family on your flight, let them know they’re welcome to visit the site too.

Thanks for flying with us, and I hope you’ll give us the opportunity to welcome you onboard again soon.

With apologies,

Bryan Stoller
Vice President, Customer Care
The 6/30 UA938 ORD LHR diverted to EWR. Looks like they were trying to activate the United Cares compensation shell for passengers on that flight but accidentally input the 7/1 departure (probably from someone not paying attention to the proper departure date). My guess is they deactivated the United Cares shell for your flight when they realized their mistake but couldn't stop the email from going out (or realized the mistake after the emails were already sent). But if you tried entering anything in and your flight wasn't currently active as needing flight wide compensation United Cares won't offer anything.
Lux Flyer is online now  
Old Jul 1, 22, 2:49 pm
  #14  
 
Join Date: Jan 2013
Location: Delaware
Programs: UA Mileage Plus, Amtrak Guest Rewards
Posts: 1,237
Not that I would actually do this, but after OP takes the flight, I wonder if the refund will still be available due to the IT glitch.

We have US-AU MPA trip coming up and there have been several schedule changes since we booked 6 months ago. When I made a change online because .bomb changed us to an undesirable pair of flights home, it refunded us all of the miles. Thankfully the next change, 2 weeks later, UA priced it as 800k miles (200x each way for 2 people) and the ticket is properly paid for.

Trust me, I would have loved a free RT in J to AU, but preferred to not have any problems WHEN (not if) UA realized they made a mistake, including possibly our seats being given away.
SPN Lifer likes this.

Last edited by phkc070408; Jul 1, 22 at 5:22 pm
phkc070408 is offline  
Old Jul 1, 22, 7:19 pm
  #15  
FlyerTalk Evangelist
 
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 28,355
Originally Posted by phkc070408 View Post
Not that I would actually do this, but after OP takes the flight, I wonder if the refund will still be available due to the IT glitch.

We have US-AU MPA trip coming up and there have been several schedule changes since we booked 6 months ago. When I made a change online because .bomb changed us to an undesirable pair of flights home, it refunded us all of the miles. Thankfully the next change, 2 weeks later, UA priced it as 800k miles (200x each way for 2 people) and the ticket is properly paid for.

Trust me, I would have loved a free RT in J to AU, but preferred to not have any problems WHEN (not if) UA realized they made a mistake, including possibly our seats being given away.
as long as you have a ticket you are safe. The US DOT guarantees is for you. If UA messes up they will need to fix it at no cost to you
cfischer is offline  

Thread Tools
Search this Thread