United Consolidated Compensation Thread

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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.
- Other UA Elites: PremierVoice
- All others (including all non-UA elites): Customer Care

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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Old Jan 20, 20, 2:38 pm
  #31  
 
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Originally Posted by WineCountryUA View Post
How many rounds of emails have you sent already after the UnitedCares offer -- two? What are you looking for? Doubt you get as high as the $200.
I sent one email into United. I just sent three identical emails because the pax were on separate records.

Originally Posted by Phl06 View Post
Flew Del-EWR and got $575 per person for no ife the whole flight. Id suggest asking for more
What is your status? Were you in business? Any other factors other than IFE?

Last edited by WineCountryUA; Jan 20, 20 at 2:42 pm Reason: merged consecutive posts by same member
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Old Jan 20, 20, 4:29 pm
  #32  
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Non-functional IFE is consistently the most wildly over-compensated item in this thread, FWIW. I routinely see more compensation for the little screen not working than the entire seat not working. People have gotten less than $575 for a Polaris seat that wouldn't lie flat.
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Old Jan 20, 20, 10:14 pm
  #33  
 
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Originally Posted by NoDestinations View Post
I sent one email into United. I just sent three identical emails because the pax were on separate records.



What is your status? Were you in business? Any other factors other than IFE?
1 Platinum, 2 golds and 1 without any status. We were in Polaris on an old 777-200. Were told before boarding that the Ife was inoperable in rows 8-11. and compensation would be given. Purser on board did comp and then announced that united cares would reach out as well.
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Old Jan 21, 20, 6:59 am
  #34  
 
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1/13/2020 UA380 MCO-SFO on a B757-200 lie flat. Seat 4A would not fully recline (only about 60%)... brought it up to the FA to make sure they get it fixed before the later evening p.s. flight SFO-BOS. Wasn't expecting anything, nor was I really inconvenienced because I was working on my laptop most of the flight. I think the FA put through a good-will gesture and I received $200 ETC later that evening. Appreciate the gesture, and certainly wasn't expecting it. ^ ^
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Old Jan 21, 20, 12:53 pm
  #35  
 
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15 Hour Equipment Delay Compensation

January 20th red eye from HNL to LAX flight 534, halfway across the Pacific we lost thrust in one of the engines. Pilot returned to HNL as it was a few miles closer than SFO. Was supposed to arrive at LAX at 6:00, instead was back in HNL around 5:30.

United rebooked me on Hawaiian via OGG, arriving at 8:45.

Back at HNL we were told to wait in a 90 minute line, only to be given $20 in meal vouchers and a "Sorry".

Is that typical for a 15 hour equipment Delay? No voucher for future travel or anything like that? Not that I am eager to fly in one of United's cramped and old 777s anytime soon
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Old Jan 21, 20, 12:55 pm
  #36  
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Originally Posted by wallyboag View Post
Is that typical for a 15 hour equipment Delay? No voucher for future travel or anything like that? Not that I am eager to fly in one of United's cramped and old 777s anytime soon
No, thats not typical. Try the United Cares website at https://www.united.com/unitedcares , or write in. Note that the voucher may still be small, especially if you dont have status, but $0 is unusual and likely a mistake.
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Old Jan 21, 20, 1:25 pm
  #37  
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They should cover hotel (as a matter of contract, see CoC Rule 24.F), and also give you an ETC for future travel (as a customer service gesture). Probably in the $150 range.
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Old Jan 21, 20, 3:12 pm
  #38  
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Received a $400 ETC for inop streaming and inop WiFi SFO-HNL. Due to the recent news about no automatic emails for delays, I asked the purser if they still do the automatic emails for inop streaming and WiFi. He said he would check with the Captain and get back to me. Later in the flight he came back to me and said hed give me a $400 travel credit. I was stunned at the amount.
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Old Jan 21, 20, 3:49 pm
  #39  
 
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Originally Posted by Kacee View Post
They should cover hotel (as a matter of contract, see CoC Rule 24.F), and also give you an ETC for future travel (as a customer service gesture). Probably in the $150 range.
Hotel is only covered if there are 4 hours of delay between 10p-6a. I think United would say that the clock for the hotel starts only when they landed back in HNL, and therefore they are not due a hotel.
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Old Jan 21, 20, 4:21 pm
  #40  
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Originally Posted by dblumenhoff View Post
Hotel is only covered if there are 4 hours of delay between 10p-6a. I think United would say that the clock for the hotel starts only when they landed back in HNL, and therefore they are not due a hotel.
If OP stayed at a hotel, I suspect UA would reimburse the cost.
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Old Jan 22, 20, 9:00 am
  #41  
 
Join Date: Sep 2015
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I did e-mail from my phone yesterday but have not received a response.

I just looked at the united cares site as you recommended. The offer there was a $200 E certificate. I did not take it. I am going to wait to see what sort of e-mail response I get. I am a little put off here. The customer service at HNL was really bad. $20 in a hawaiian airport is barely enough to cover one meal at a fast food place, and our delay had us there for breakfast and lunch time. Additionally, our parking fees increased at our home airport.

I mean, am I really out of line thinking this is undercompensating? There are people in this thread that got $400 for wifi or entertainment being out or even just for changing seats, and here we were with a 15 hour delay with half that as compensation?
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Old Jan 22, 20, 10:05 am
  #42  
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Originally Posted by wallyboag View Post
I mean, am I really out of line thinking this is undercompensating? There are people in this thread that got $400 for wifi or entertainment being out or even just for changing seats, and here we were with a 15 hour delay with half that as compensation?
Do you have status with United? $200 is in line with my expectations for a 15 hour delay. Ive gotten less, as a 1K, for an overnight delay (~12 hour total delay in my arrival, IIRC). Its the $400 reports that are unusual.
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Old Jan 22, 20, 11:11 am
  #43  
 
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Anyone have any experience with extensive delay compensation on codeshare flights? What was the outcome?

This one is UA 016 ticket with flight on ANA. MNL - NRT was delayed for 22 hours. 1k Status. ANA handled things very poorly from start to finish.
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Old Jan 22, 20, 11:46 am
  #44  
 
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Originally Posted by The DooDah Man View Post
Anyone have any experience with extensive delay compensation on codeshare flights? What was the outcome?

This one is UA 016 ticket with flight on ANA. MNL - NRT was delayed for 22 hours. 1k Status. ANA handled things very poorly from start to finish.
Generally you need to take it up with the operating carrier. Beyond having sold you the ticket UA had nothing to do with the operation of the flight or the events warranting compensation.
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Old Jan 22, 20, 1:33 pm
  #45  
 
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Originally Posted by jsloan View Post
Do you have status with United? $200 is in line with my expectations for a 15 hour delay. Ive gotten less, as a 1K, for an overnight delay (~12 hour total delay in my arrival, IIRC). Its the $400 reports that are unusual.

No status with United. No desire to seek it at this point, so I guess it doesn't matter.

Honestly, they best thing that United did for me here was book me on Hawaiian to get home. The plane was much newer and cleaner. The seats were bigger and more comfortable. The service much friendlier. Heck, they even served a meal for free in economy class, and free mai tais to boot. Oh, and great in flight entertainment, and USB charge ports at eye level at each seat instead of down by your knees where you will be sure to knock them loose every time you or the guy next to you shifts his legs. I will be steering clear of United's cramped and depressing 777 from now on for sure.
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