Old Sep 22, 2022, 4:10 pm
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Last edit by: mahasamatman
United Consolidated Compensation Thread [Archive]
And earlier
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 theyll 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.
- All others: Customer Care or email [email protected].

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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United Consolidated Compensation Thread

Old May 8, 2023, 10:34 pm
  #151  
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Originally Posted by Fully2k
MUC-IAD with inflight entertainment system down entire flight in Premium Plus as Silver. Only $25 or 1250 miles received as a function of proactively contacting customer care about this situation.

This seems like I was shorted based on relative similiar datapoints. I'd assume my only option is reply back requesting an adjustment on the compensation. Otherwise I guess it is what it is...
Wait, wifi was down in PE only?

No downsides to ask again. For what is worth, I also got $25 as 1K from a flight this year. It was offered to everyone on the flight (at least those with UA accounts) as soon as the flight landed. Based on my history with UA, I don't have the patience nor the energy to spend time for a few extra airline currency.
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Old May 9, 2023, 2:03 am
  #152  
 
Join Date: Nov 2017
Posts: 9
Good evening all;

just thought Id give an update on comp. Was on a sfo to hlo last week, flight was canx and late reschedule due to mech; 5ish hour delay for new plane and crew. Landed and got the we sorry email and got 175 FFC or 8750miles. Took the credit ~ currently with ua am gold. Just thought Id give a update.
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Old May 9, 2023, 7:57 pm
  #153  
 
Join Date: Feb 2007
Posts: 76
Today should have been my first United flight. I was supposed to be on a 5:44pm flight from CHA to ORD connecting to the 9:10 flight to LHR.

At 5:15 what appeared to be the entire UA staff at CHA (7 people) gathered at the gate apparently to discuss the fact that there was a mechanical issue with the aircraft. At around 5:30 I asked one of them what was going on, and she said that they had not been able to locate maintenance and so they had no idea how long a delay we were looking at. At 6:00 maintenance had still not appeared, and they were asking around to see if anyone had his cellphone number. Shortly thereafter they started rebooking people with tight connections. At 6:20 I got a text from UA notifying me that my flight had been delayed from 5:44pm until 7:00am but that my 9:10 flight to LHR was on time. At this point the gate staff had received no official word of the delay. Ten minutes later they announced that the crew had timed out, maintenance was still MIA, and we were in fact not flying out of Chattanooga tonight. By then I’d been on hold with reservations for 15 minutes, and I continued to be on hold for the half hour it took for me to make it from the end of the line to one of the gate agents. So now we’re flying out of CHA at 7:00am tomorrow and connecting to the 4:35pm flight to LHR, which will give us lots of time to enjoy the delights of the Polaris lounge.

I have two questions:

1. As of 9:30pm, the United app still shows me scheduled on the 9:10pm flight to London today, as does the website. How long does it typically take for them to catch up to reality?

2. Since this was the first leg of an itinerary to the UK, am I theoretically entitled to compensation? I have no realistic expectation of receiving any compensation, of course, but it’s an interesting question.

I must say that the gate agents were endlessly pleasant and patient with a largely cranky crowd.
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Old May 9, 2023, 9:06 pm
  #154  
 
Join Date: Feb 2017
Posts: 258
UA Gold on Z fare.

ewr to sfo tonight delayed 6.5 hours.

plane swap from 781 to old 777 with 2-4-2 business class.

Am I due anything for the 6+ hour delay?
How about the plane downgrade?
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Old May 9, 2023, 9:34 pm
  #155  
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Originally Posted by el344
1. As of 9:30pm, the United app still shows me scheduled on the 9:10pm flight to London today, as does the website. How long does it typically take for them to catch up to reality?
It should be instant, once you refresh the reservation in the app. I've never had it take more than a minute or two. If you're continuing to have problems, try logging out and logging back in. If you still have problems after that, check your email and see if you got an updated ticket receipt or any other evidence you've actually been rebooked; then, check the website; and if it still doesn't look like you're been rebooked, call UA.

Originally Posted by el344
2. Since this was the first leg of an itinerary to the UK, am I theoretically entitled to compensation? I have no realistic expectation of receiving any compensation, of course, but its an interesting question.
UK.261 is structured similarly to EC.261 and does not apply to flights by a non-UK carrier flying to the UK. However, for a mechanical delay, UA will reimburse actual, direct expenses, and is likely to give you a credit toward a future flight, upon request, after your trip is complete. Note that your "realistic expectation" line is unwarranted -- UA is actually pretty good about its responsibilities under the relevant UK/EC laws.

Originally Posted by Dpetryszyn
UA Gold on Z fare.

ewr to sfo tonight delayed 6.5 hours.

plane swap from 781 to old 777 with 2-4-2 business class.

Am I due anything for the 6+ hour delay?
"Due?" No. Will UA likely provide a customer service gesture upon request? It depends upon the reason for the delay. If it was in their control, a 6 hour delay will generally result in an ETC. Keep your expectations low.

Originally Posted by Dpetryszyn
How about the plane downgrade?
There was no plane downgrade. Lie-flat is lie-flat.
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jsloan is offline  
Old May 9, 2023, 9:43 pm
  #156  
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Originally Posted by el344
.. 2. Since this was the first leg of an itinerary to the UK, am I theoretically entitled to compensation?...
There is no mandatory compensation (UK 281) for a US carrier going to the UK, However UA may, on request, provide some inconvenience comp $100-$200 in ETC (flight credit). As you are at your departure airport, no lodging or food voucher.
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Old May 12, 2023, 5:18 am
  #157  
 
Join Date: Aug 2006
Location: sfo
Programs: United GS, Starwood Platinum
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12 hour delay TLV to SFO due to mechanical, they proactively moved to another carrier, but had hotel and other expenses , along with arriving 6 hours later,

do i get original routing credit, hotel reimbursement?> more>?
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Old May 12, 2023, 5:38 am
  #158  
 
Join Date: Feb 2010
Location: New Jersey
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Has anyone had any experience with a delay where the cause was an operational screw-up on UA's part? Not mechanical, WX related, etc.

Flew EWR-CDG two weeks ago. Flight boarded and ready to depart on time - then someone notices that there's no Emergency Medical Kit. Turns out it was used on the incoming ATH-EWR flight, but EWR ops didn't notice. Captain requests a replacement. Kudos to him by the way for keeping the passengers informed of what was going on and not hiding his frustration. He contacts UA ops after an hour of waiting to find out the kit had been delivered but to the wrong gate. Several times he admitted he didn't know what was going on, and at one point had suggested taking one off another, out of service, aircraft. (UA rejected that idea due to "paperwork" requirements.) Finally, we get a kit, depart, and arrive CDG more than two hours late. It was stressful experience for me, as I had an original 4 hour connection from T1 to T2, now less than 2 hours, and I made the connection by minutes. That last bit isn't UA's issue, since it was on a separate ticket.

I wrote to 1K Voice and requested compensation given 1) 2 1K's booked (not upgraded) in J, 2) an operational issue completely within UA's control.

Response: 5,000 miles. That's it. I would have received more if my seat or IFE had been inoperable.
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Old May 12, 2023, 8:15 am
  #159  
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Originally Posted by lehms
12 hour delay TLV to SFO due to mechanical, they proactively moved to another carrier, but had hotel and other expenses , along with arriving 6 hours later,

do i get original routing credit, hotel reimbursement?> more>?
You should be eligible for ORC and hotel reimbursement, as well as the cost of meals and ground transportation. Furthermore, you'd seem to have a claim under Israel's Aviation Services Law. Considering the length of the flight and the length of the delay, you should be eligible for ILS 3000 cash. I'd follow the same procedures we recommend for EC.261 -- write in to customer care and state plainly that it is a request for compensation under the ASL, then include the details of your trip.

Originally Posted by tarheelnj
I wrote to 1K Voice and requested compensation given 1) 2 1K's booked (not upgraded) in J, 2) an operational issue completely within UA's control.

Response: 5,000 miles. That's it. I would have received more if my seat or IFE had been inoperable.
I mean, I'd have expected zero. A two-hour delay is not something that UA generally provides any compensation for, and while a tight connection can certainly be stressful, it seems that you made it with time to spare.
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Old May 12, 2023, 1:06 pm
  #160  
 
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Originally Posted by jsloan
…(snip)
I mean, I'd have expected zero. A two-hour delay is not something that UA generally provides any compensation for, and while a tight connection can certainly be stressful, it seems that you made it with time to spare.
It was literal minutes, but I guess I saw this differently than, say, a maintenance delay, where you may not like the delay but want them to fix the issue. This was a preventable screw-up.

After giving it more thought, I wrote back and declined the 5,000 miles and they responded with two $150 ETCs (one each for my spouse and me), which I accepted. As you point out, that’s likely more than reasonable for a 2+ hour delay.

Two lessons learned on my part from this experience: 1) don’t expect UA to punish itself more for its own screw-up than a maintenance issues, and 2) never book a connection between CDG Terminals 1 and 2 without a really long layover.
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Old May 12, 2023, 1:18 pm
  #161  
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Originally Posted by tarheelnj
... and 2) never book a connection between CDG Terminals 1 and 2 without a really long layover.
Every time I see a CDG terminal change comment I think of one of my new-to-travel bosses failing to keep up w/ me and my co-worker (both CDG-experienced) on a relatively short inter-terminal connection there. We had boarded our LHR-bound plane and got a call from him, "I'm on a bus - I can see the terminal" . He made to London later in the day.
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Old May 14, 2023, 5:01 am
  #162  
 
Join Date: Sep 2001
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Broken TV SAN-EWR 1k CPU'd given $75 or 3500 miles. The TV wouldn't turn off or change channels (all the buttons were broken). FA taped over the TV so I could sleep.
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Old May 15, 2023, 12:00 pm
  #163  
 
Join Date: Feb 2017
Posts: 258
Originally Posted by Dpetryszyn
UA Gold on Z fare.

ewr to sfo tonight delayed 6.5 hours.

plane swap from 781 to old 777 with 2-4-2 business class.

Am I due anything for the 6+ hour delay?
How about the plane downgrade?
$175 for the 6 hour mechanical delay
$100 for the plane downgrade.

Two separate certs.
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Old May 17, 2023, 12:32 pm
  #164  
 
Join Date: Jul 2005
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I have had the worst luck of late. THREE plane swaps for mechanicals since the holidays. The first was a 777 in DEN and we took a delay of 7 hours. The second a 145 at IAD for a delay of three hours. Then yesterday a 175 at DCA for 8 hours. I stayed around for the first two but canceled the trip the third was on, Got an ETC of 125 for the last and nothing for the first two. Is that typical?
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Old May 17, 2023, 2:40 pm
  #165  
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Does anyone have an active link for Premier Voice? The one in the Wiki is dead.

On our last trip, we had one delay that resulted in arriving at our destination three and a half hours late (only because we cleared standby on the last flight out - otherwise, it would have been an overnight delay), and a flat out cancellation that resulted in us getting home six hours late. Both were international itineraries, though I'm not sure if the outbound triggers Canadian law since the delayed flight was the second (U.S. domestic) segment. Itinerary was YVR-DEN-ORD-DTW, and the DEN-ORD delay triggered a misconnect at ORD. The return should definitely trigger the Canadian compensation law. Both issues were mechanicals, so United has no defence there.

In all our years of flying, this is really the first time we've had an entire trip blown up by United.

What's the best route for filing compensation for these issues?
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