Old Sep 22, 2022, 4:10 pm
FlyerTalk Forums Expert How-Tos and Guides
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 Jan 10, 2024, 10:31 pm
  #436  
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Originally Posted by Lux Flyer
UA treats all diversions as controllable for purposes of hotel/meals.
Didn't realize that, thanks. It's a bit of an odd policy, in that it provides an incentive to cancel a flight rather than take it and risk a diversion, but I guess it's a flyer-friendly policy on the whole. In that case, getting reimbursement should be straightforward.
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Old Jan 11, 2024, 2:12 pm
  #437  
 
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Originally Posted by jsloan
For a domestic / North America route, which Im guessing this was based on the MAX9 statement, UA uses a differential-based pricing system the F price is effectively dictated by the current Y price plus a markup (unless F inventory gets tight or Y inventory gets particularly open). That markup is what you should expect to receive unless you happen to have proof of a higher fare difference at the time you booked.
Originally Posted by SPN Lifer
If no refund of the baggage fee is forthcoming, you have a strong basis for a credit card chargeback of the $35.
Both of my refunds were infuriatingly denied .

The email with the reason for denying the bag refund request states as follows:

No records of an upgrade purchased. Bag fees apply. We've verified all bag tags associated with your travel and based on the number of bag tags found, we've confirmed that all charges were valid. We're sorry but there is no refund to provide.
Followed 11 minutes later by another email with the reason for denying my request for a refund of the fare difference:

Unfortunately, we are unable to honor your request and would like to explain why. Our records show the ticket was used; therefore, no refund is due.
Of course I did not purchase any upgrade because I had purchased First outright to begin with! And what does that have to do when my itinerary clearly showed that even when I was booked in economy my trip was eligible for a free bag?!?!

And of course I used my tickets as I flew with it on an alternate flight and I didn't ask for the full amount back, but I was promised and therefore did ask for the fare difference to be refunded. I cannot believe that there is no difference and I am due nothing. Where do I go from here as I am lowly non status pax?

I already tried resubmitting the refund request right away and reiterating that I am asking for the fare difference promised and that my booking was eligible for a free bag as per the screenshot, but I am not putting too much hope into it and would like to know what my best course of action is to get this resolved satisfactorily.
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Old Jan 11, 2024, 3:16 pm
  #438  
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Originally Posted by friedablass
And of course I used my tickets as I flew with it on an alternate flight and I didn't ask for the full amount back, but I was promised and therefore did ask for the fare difference to be refunded. I cannot believe that there is no difference and I am due nothing. Where do I go from here as I am lowly non status pax?
https://www.transportation.gov/airco...umer-complaint

Unfortunately, UA's refund department appears to be staffed by a drunk chatbot. The DOT will forward your complaint to a department that is staffed by their most senior CS agents, who actually take the time to investigate.
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Old Jan 11, 2024, 5:02 pm
  #439  
 
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Booked one way nonstop TPA-SFO months in advance for my sister (non status pax -- I'm 1K). ~18 hours prior to departure, received notification of cancellation (737-MAX9 plane). Could not find any alternative options on United App. I contacted 1K Desk and was told the only option available was a two connection trip that ended in SNA (SNA is a solid 6 hour drive to SFO). Asked for anything to SFO/SJC/OAK and was told nothing. While on the phone, I found several flight options on DL and WN that were available (arriving within a few hours of original booking). Was told only UA or AA flights allowed to be booked by UA agents. Only options offered arrived greater than 24 hours from original booking. Since my sister has two young children she needed to take care of, this wasn't a viable option. Asked agent if I booked the WN flight and submitted a refund request, would it be honored. She alluded to a "yes". Submitted receipt for 1 Uber ride ($20) and the WN ticket ($480). UA customer care responded in 48 hours offering a $20 reimbursement and a $200 UA voucher. Made no mention of WN flight whatsoever. Original ticket cost was ~$180.

Thoughts on my options here? I assume I can request a refund of UA original booking ($180). $200 Travel Voucher gets me closer to out of pocket cost, but not quite there. I'm a reasonable person, but if UA refuses to provide alternative options that are bookable, should they be on the hook? Should I write back to UA Customer Care? DOT Complaint?
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Old Jan 11, 2024, 5:53 pm
  #440  
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How much is reclining feature for a PE seat not working worth? $0 to not worth the time writing it in?
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Old Jan 11, 2024, 7:19 pm
  #441  
 
Join Date: Jun 2012
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Originally Posted by SFOBayFlyer
Was told only UA or AA flights allowed to be booked by UA agents.

I'm a reasonable person, but if UA refuses to provide alternative options that are bookable, should they be on the hook? Should I write back to UA Customer Care? DOT Complaint?
go write to your congressman about this proposed rule then
https://www.transportation.gov/brief...ded-passengers

UA did everything that it promised to DOT
https://www.transportation.gov/airco...elay-dashboard

Rebook passenger on same airline at no additional cost - yes
Rebook on partner airline or another airline with which it has an agreement at no additional cost- yes, offering to book you on AA
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Old Jan 11, 2024, 7:41 pm
  #442  
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Originally Posted by SFOBayFlyer
Asked agent if I booked the WN flight and submitted a refund request, would it be honored. She alluded to a "yes".
And you believed her. I mean, sure, I wish that agents were a little better at not making stuff up, but...

Originally Posted by SFOBayFlyer
Thoughts on my options here? I assume I can request a refund of UA original booking ($180). $200 Travel Voucher gets me closer to out of pocket cost, but not quite there. I'm a reasonable person, but if UA refuses to provide alternative options that are bookable, should they be on the hook? Should I write back to UA Customer Care? DOT Complaint?
Yes, you can get a refund of the $180. As for the rest of it, see if your credit card has trip interruption insurance.

Originally Posted by paperwastage
go write to your congressman about this proposed rule then
https://www.transportation.gov/brief...ded-passengers
Preferably, of course, against it... although Congress doesn't have much of a role in approving DOT rules. That one, if it gets approved, will presumably end up in court pretty quickly to see whether or not the DOT is authorized to create an EC.261 program out of whole cloth. (I would really, really enjoy the specter of UA canceling its interline agreements with AA and DL to ensure that they weren't forced to INVOL passengers over to them. Careful what you wish for...)

WN doesn't offer interline agreements with anybody, so the only way that UA could have purchased the ticket on WN was to whip out the corporate card. DL they can, although it seems that some agents have been instructed not to do so because DL charges UA more for its passengers than AA does. A HUCA might have been more successful. As it is, I'd accept it as a lesson learned and a nice gesture for your sister.
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Old Jan 15, 2024, 6:03 pm
  #443  
 
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SFO to PEK flight had mechanical issues (took off and returned to airport) and ended delayed by 7 hours. Booked in J, offered $700 ETC or 35k miles on Unitedcares website.
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Old Jan 15, 2024, 7:07 pm
  #444  
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Originally Posted by pregabalin
SFO to PEK flight had mechanical issues (took off and returned to airport) and ended delayed by 7 hours. Booked in J, offered $700 ETC or 35k miles on Unitedcares website.
wow. That's not insignificant.
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Old Jan 15, 2024, 7:08 pm
  #445  
 
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Originally Posted by pregabalin
SFO to PEK flight had mechanical issues (took off and returned to airport) and ended delayed by 7 hours. Booked in J, offered $700 ETC or 35k miles on Unitedcares website.
Originally Posted by cfischer
wow. That's not insignificant.
Agree, that's a nice compensation offer. Which one did you take?
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Old Jan 15, 2024, 7:24 pm
  #446  
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Originally Posted by pregabalin
SFO to PEK flight had mechanical issues (took off and returned to airport) and ended delayed by 7 hours. Booked in J, offered $700 ETC or 35k miles on Unitedcares website.
Originally Posted by cfischer
wow. That's not insignificant.
Yeah, that's quite a bit better than my last cancel comp ($500 ETC).
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Old Jan 17, 2024, 1:32 pm
  #447  
 
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Originally Posted by jsloan
https://www.transportation.gov/airco...umer-complaint

Unfortunately, UA's refund department appears to be staffed by a drunk chatbot. The DOT will forward your complaint to a department that is staffed by their most senior CS agents, who actually take the time to investigate.
I decided to patiently wait until my newly submitted requests for refunds would be approved or denied before initiating a complaint with DOT.

Today I received an email that my baggage fee is being refunded to my card. So one down and one more to go.

When I check the status of the refund request for the downgrade it says I should hear from them by 1/26 when it previously said 1/30, so hopefully will receive a response sooner rather than later.
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Old Jan 17, 2024, 10:08 pm
  #448  
 
Join Date: Aug 2018
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Originally Posted by friedablass
Agree, that's a nice compensation offer. Which one did you take?
Took the ETC.
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Old Jan 18, 2024, 10:24 am
  #449  
 
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Originally Posted by friedablass
I decided to patiently wait until my newly submitted requests for refunds would be approved or denied before initiating a complaint with DOT.

Today I received an email that my baggage fee is being refunded to my card. So one down and one more to go.

When I check the status of the refund request for the downgrade it says I should hear from them by 1/26 when it previously said 1/30, so hopefully will receive a response sooner rather than later.
That was quick. Email received that a refund of $210 was processed. How ever they got to that amount doesn't concern me because it's a fair amount and I'm happy with it.

Sure am glad there is no need for me to go the DOT complaint route.
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Old Jan 19, 2024, 1:28 pm
  #450  
 
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Angry

My LAX-AKL flight was canceled for mechanical reasons shortly before boarding was to begin (the flight had already been delayed over an hour). As it was already past 9pm, it was too late to rebook anything that night. I was put up at the LAX Hilton for the night, and was rebooked on LAX-SFO-AKL the next night, and ended up arriving in AKL over 24 hours than originally booked. UA offered a paltry $175 ETC or 8,750 miles. I complained to Customer Care about it, and they basically told me to sod off
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