Sep 22, 2022, 4:10 pm
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
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
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 they’ll 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.
...
Now, for delays between four and six hours, employees will decide what compensation to offer — and they’ll 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.
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.
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.
United Consolidated Compensation Thread
Oct 14, 2023, 9:00 am
#361
Join Date: May 2023
Location: Atlanta, GA, USA
Programs: Brown Paper Bag Level
Posts: 7
Well this has been tragic. I've been trying to submit an online form complaint for 3 weeks and as soon as you hit the submit button it says "you are logged out and need to log back in". I really didn't want to call. But after trying several times several weeks apart in different browsers keep getting the same error.
So I called (10+ min hold time) and rep listened to my story, then said "Oh I think you need to talk to customer care, or maybe my supervisor can help." So if you knew I had a complaint why did you let me explain the situation? So the rep and her supervisor both called customer care together (another 15 mins) and then said "if the form is broken you should mail a letter." Not a big deal, I can afford a stamp. But still....
This is the address if anyone else gets the same runaround:
customer care united airlines
900 grand plaza dr
houston, tx 77067-4323
So I called (10+ min hold time) and rep listened to my story, then said "Oh I think you need to talk to customer care, or maybe my supervisor can help." So if you knew I had a complaint why did you let me explain the situation? So the rep and her supervisor both called customer care together (another 15 mins) and then said "if the form is broken you should mail a letter." Not a big deal, I can afford a stamp. But still....
This is the address if anyone else gets the same runaround:
customer care united airlines
900 grand plaza dr
houston, tx 77067-4323
The weather was only the initial cause of my flight delay (5 hours), then it was further delayed by 1) tug hitting landing gear (required inspection), 2) crew over time limit for the day (announced while taxiing towards runway), and 3) sitting at gate for 30 mins waiting to see if flight was canceled. So apparently #1-3 are "circumstances beyond our control"... like the weather. Was hoping for some miles at least... oh well!
Oct 23, 2023, 3:36 pm
#362
Join Date: Jul 2015
Location: San Francisco
Programs: UA MM Plat, UA 1MM, Hilton Lifetime Gold, Marriott Gold, Hertz Gold, CLEAR, AS MVP Gold
Posts: 3,619
Just FYI. SFO-EWR in F. Lie Flat seat broken and immediately given $125 voucher by purser. Wrote CS and got another $500. Seemed fare but in the end I would have rather had a lie flat that worked.
Oct 31, 2023, 5:06 am
#364
Join Date: Sep 2008
Location: SF Bay Area
Programs: None - previously UA
Posts: 4,864
Oct 31, 2023, 7:38 am
#365
Join Date: Nov 2007
Programs: Marriott Bonvoy Platinum, Hilton Honors Diamond, Delta Gold
Posts: 4,347
Oct 31, 2023, 2:47 pm
#366
Join Date: Jan 2016
Location: Germany
Programs: UA 1K
Posts: 417
The packaging stated "pre-cooked", so it's probably not much of a health risk. But giving the combination of expiration date + not being cooked properly, I left over the rest.
Nov 18, 2023, 5:17 pm
#367
Join Date: Jul 2010
Location: BUR
Programs: AA, DL Platinum, AS, AF/KL, UA, VS, HA, Hilton Gold, Marriott Gold, Hertz Presidents Circle
Posts: 1,788
(I'll bold the key points.)
Mother booked Business LAX-EWR r/t for just over $2600 total. Both flights were 777s.
LAX-EWR was uneventful and quite nice.
EWR-LAX flight was cancelled. They put her on standby for another flight. She sat in Economy in a middle seat way in the backfor the return flight. It was regular Economy, not E+ or PE.
They gave her $600 UA credit.
Was this enough or should my mother seek further compensation?
Mother booked Business LAX-EWR r/t for just over $2600 total. Both flights were 777s.
LAX-EWR was uneventful and quite nice.
EWR-LAX flight was cancelled. They put her on standby for another flight. She sat in Economy in a middle seat way in the backfor the return flight. It was regular Economy, not E+ or PE.
They gave her $600 UA credit.
Was this enough or should my mother seek further compensation?
Last edited by WineCountryUA; Nov 18, 2023 at 5:57 pm Reason: Moved to compensation thread from OVS Downgrade thread
Nov 18, 2023, 5:54 pm
#368
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,852
....
EWR-LAX flight was cancelled. They put her on standby for another flight. She sat in Economy in a middle seat way in the backfor the return flight. It was regular Economy, not E+ or PE.
They gave her $600 UA credit.
Was this enough or should my mother seek further compensation?
EWR-LAX flight was cancelled. They put her on standby for another flight. She sat in Economy in a middle seat way in the backfor the return flight. It was regular Economy, not E+ or PE.
They gave her $600 UA credit.
Was this enough or should my mother seek further compensation?
As the passenger had the option of waiting for a flight with business space, UA will consider this a voluntary downgrade (not involuntary) -- I disagree but that us UA SOP.
Assuming the fare classes were equal outbound / return, the return had a value of $1,300. UA should provide a fare difference REFUND and a customer inconvenience voucher. The problem is the method UA used for voluntary fare difference refund is based on the economy fare for day of travel vs the fare purchased and that can be rather insignificant. The inconvenience voucher, for a non-status individual, is sort of reasonable given the situation. But you could go back to UA and ask about the refund.
Also, tell the passenger they could have pushed for a later flight with business class space. You can disagree with the rebooking.
Nov 18, 2023, 8:10 pm
#369
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,406
Wow, she got a $600 credit? That’s outrageously high. I wouldn’t have expected more than $150 for someone with no status.
To echo WineCountryUA, she should file for a refund (not a credit) of the fare difference between business class and economy.
To echo WineCountryUA, she should file for a refund (not a credit) of the fare difference between business class and economy.
Nov 18, 2023, 10:54 pm
#370
Join Date: Jul 2010
Location: BUR
Programs: AA, DL Platinum, AS, AF/KL, UA, VS, HA, Hilton Gold, Marriott Gold, Hertz Presidents Circle
Posts: 1,788
This is a cancellation downgrade, not an oversold downgrade, the subject of {the original) thread.
As the passenger had the option of waiting for a flight with business space, UA will consider this a voluntary downgrade (not involuntary) -- I disagree but that us UA SOP...
As the passenger had the option of waiting for a flight with business space, UA will consider this a voluntary downgrade (not involuntary) -- I disagree but that us UA SOP...
Nov 18, 2023, 11:12 pm
#371
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,406
They had to re-accommodate 50-60 business class passengers that day (plus probably upwards of 150 Economy passengers) on a route where planes frequently go out full. Most, if not all of those other passengers also paid for business class (which, incidentally, doesn’t and shouldn’t matter in terms of how someone is treated, especially on a route that requires upgrade certificates). Many probably paid a lot more than your mother did. And many of them probably ended up in a similar situation.
Nov 19, 2023, 9:34 am
#372
Join Date: Jul 2010
Location: BUR
Programs: AA, DL Platinum, AS, AF/KL, UA, VS, HA, Hilton Gold, Marriott Gold, Hertz Presidents Circle
Posts: 1,788
LOL. That flight is a nearly impossible upgrade. It’s also not CPU-eligible, so there are no windows to speak of.
They had to re-accommodate 50-60 business class passengers that day (plus probably upwards of 150 Economy passengers) on a route where planes frequently go out full. Most, if not all of those other passengers also paid for business class (which, incidentally, doesn’t and shouldn’t matter in terms of how someone is treated, especially on a route that requires upgrade certificates). Many probably paid a lot more than your mother did. And many of them probably ended up in a similar situation.
They had to re-accommodate 50-60 business class passengers that day (plus probably upwards of 150 Economy passengers) on a route where planes frequently go out full. Most, if not all of those other passengers also paid for business class (which, incidentally, doesn’t and shouldn’t matter in terms of how someone is treated, especially on a route that requires upgrade certificates). Many probably paid a lot more than your mother did. And many of them probably ended up in a similar situation.
Nov 19, 2023, 9:46 am
#373
Join Date: Oct 2005
Programs: Continental
Posts: 1,589
Emailing united for compensation
Should I just email [email protected] or is there another email that I can cc?
Nov 19, 2023, 9:25 pm
#375
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,406
I’m not saying that she has to be happy about it, but your expectations are way out of line with reality, which is the point I was trying to make. You’ve already gotten a much, much larger travel credit than I’d have expected them to give anyone, and you’re still eligible for a refund of the fare difference. I’m not exactly sure what you think UA should have done differently.