Old Sep 22, 2022, 4:10 pm
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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.
- 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 19, 2024, 3:28 pm
  #451  
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Originally Posted by Morrissey
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
If you feel you're entitled to more you should send receipts to UA with an explanation of why. For example, did you lose a night at a hotel that you couldn't cancel in AKL? If so then send that receipt to UA and ask them to cover it since you were mechanically delayed (not weather or some other factor outside of UA's control).

As you know the US has no EU261-like rules on the books that airlines must follow. UA, in this situation, owes you a hotel at LAX and rebooking in your ticketed cabin which it sounds like they did. If you had to pay for a hotel out of pocket at LAX then UA also needs to cover that.

-RM
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Old Jan 19, 2024, 6:47 pm
  #452  
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Originally Posted by RobOnLI
If you feel you're entitled to more you should send receipts to UA with an explanation of why. For example, did you lose a night at a hotel that you couldn't cancel in AKL? If so then send that receipt to UA and ask them to cover it since you were mechanically delayed (not weather or some other factor outside of UA's control).
I mean, sure, but dont get your hopes up. Airlines rarely reimburse for consequential damages. Better to follow up with your credit card if it has Trip Delay Insurance.
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Old Jan 19, 2024, 8:25 pm
  #453  
 
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Originally Posted by Dr Jabadski
(Post # 433 above, 1/10/24) Expectation and procedures for UA reimbursement of hotel cost during diversion/IRROPS
Datapoint follow-up: Filled out online form and uploaded copy of hotel folio, received email reply within 24 hours “… As an apology, I'm adding 10,000 award miles to your MileagePlus account. … Also, Kindly confirm the mailing address where we can issue a reimbursement check.” Miles were in my account by the time I read that email.

Email reply with mailing address, received another email within 4 hours “Thank you for confirming the mailing address. well, it is our policy to confirm the passenger's mailing address before issuing any draft. I will issue a $200.00 check for your expenses. You will receive this check in the mail within 60 business days.”

In keeping with “never hurts to ask, give them an opportunity to say yes, worst they can do is say no”, a week later I emailed:

“Thank you once again for the prompt and gracious reply, I'm looking forward to receiving the check.

Since it happened I've given the experience considerable thought. I appreciate the hotel fee reimbursement and the award miles but I think it's inadequate for the degree of inconvenience (in addition to the understandable diversion to BOS) I experienced.

My suitcase and ski bag were rain water saturated when received at BOS baggage claim, so much so that 12 hours later when I checked them for the flight to LGA they were both still soaking wet and weighed a pound or 2 more than previously and I had significant dry cleaning costs. The flight to LGA was scheduled at 1pm, actually departed closer to 2:30pm, if United had regular scheduled flights between BOS and LGA or if United had booked me on another carrier, I could have returned home 6-8 hours earlier. The IRROPS flight from BOS to LGA was delayed on the taxiway for almost 1.5 hours due to factors entirely in United's control (weight and balance, minor maintenance issue).

As a retired US Navy Afghanistan veteran and considering my long standing loyalty to United as a Million Mile flyer and over 20 years as an elite MileagePlus member, might it be possible for you to add additional award miles to my MileagePlus account? If that decision requires managerial or supervisory approval, please forward my request as appropriate.

Thank you very much once again.”

Their reply, within 12 hours “As an exception, will be depositing 5,000 additional miles into your MileagePlus account.” As before, miles were in my account by the time I read the email.
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Old Jan 19, 2024, 10:54 pm
  #454  
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What's a fair compensation for this? Upgrade processed after boarding. It was a 789, so I didn't get the notification (poor cell signal onboard). GA didn't come by.

I figured this out when during drink service, the FA said she didn't have a 1k in my seat. I asked where she showed me sitting, and she said in F, once she searched by name.

There was someone seated in that seat already, and it wasn't worth trying to resolve an hour into the flight. Seems like the GA grabbed the wrong person to put in the F seat? Seems like when they did F meal service they should have figured something was off?

I figure it's at least worth writing in, and at a minimum, having my PP credited back--although they're expiring soon anyway.
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Old Jan 21, 2024, 12:25 am
  #455  
 
Join Date: Aug 2016
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How much meal vouchers

Ive received 2x20$ vs 1x20$ meal vouchers for delays, any rhyme or reason for the different amount?
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Old Jan 21, 2024, 2:19 am
  #456  
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Originally Posted by kanlis
Ive received 2x20$ vs 1x20$ meal vouchers for delays, any rhyme or reason for the different amount?
IIRC, $20 = 1K/GS/business class; $10 = everybody else.
They count the number of meals they expect you might need.
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Old Jan 21, 2024, 10:04 am
  #457  
 
Join Date: Aug 2016
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Originally Posted by jsloan
IIRC, $20 = 1K/GS/business class; $10 = everybody else.
They count the number of meals they expect you might need.
non elite is 15, elite is 20. Was delayed for 6.5hrs in the end, wished it was more than just one 20 since things at airport wasnt super cheap.
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Old Jan 22, 2024, 11:22 am
  #458  
 
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Originally Posted by friedablass
That was quick. Email received that a refund of $210 was processed.
I thought my story ended here. It didn't, but in a surprisingly good way.

This morning I received an email from United telling me that they apologize for the initially canceled flight that was due to safety (Max 9 inspection) and for the subsequent downgrade on my rebooked flight, and letting me know that they were giving me 10,000 miles in the next 3-5 business days. I checked my account and the miles are already there dated as of 1/20.

Totally unexpected, but much appreciated nevertheless .
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Old Jan 24, 2024, 11:03 am
  #459  
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Had a four hour delay last week on LAS-IAD. Aircraft originated for the day in AUS and had a frozen pipe. Meal vouchers were automatically offered at the three hour mark.

Wasn't going to write in and ask for compensation as the delay actually worked out in my favor (I was able to get more work done in LAS and have an early dinner with a colleague) but today I figured why not. I tried the United Cares website first to see if it had automatically been given, which it wasn't.

When I got to the Complaint/Flight Disruption page of the help center, I got a pop up that said my flight qualifies for compensation, and I was able to select between a $200 travel certificate or 10,000 miles. Considering I booked the flight with $200 worth of Travel Bank credits via my Amex Plat airline fee credit benefit, I was very happy indeed.

What determines if a flight "qualifies" for compensation automatically? A maintenance delay over X hours?
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Old Jan 28, 2024, 4:45 pm
  #460  
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Originally Posted by exerda
What's a fair compensation for this? Upgrade processed after boarding. It was a 789, so I didn't get the notification (poor cell signal onboard). GA didn't come by.

I figured this out when during drink service, the FA said she didn't have a 1k in my seat. I asked where she showed me sitting, and she said in F, once she searched by name.
Not having heard back from UA, I contacted them again today about this. At least I got a response, though it was just that my request was "in que" (sic) for review by an agent. 8 days later and it hasn't even gotten handed to a human? Gone apparently are the days of a prompt response from CS.

Now I'm expecting that on 1/31, they'll say they reviewed, agree, and are redepositing 20 PP (with their original expiration date of 1/31/24).
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Old Jan 29, 2024, 8:16 am
  #461  
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Originally Posted by exerda
Not having heard back from UA, I contacted them again today about this. At least I got a response, though it was just that my request was "in que" (sic) for review by an agent. 8 days later and it hasn't even gotten handed to a human? Gone apparently are the days of a prompt response from CS.

Now I'm expecting that on 1/31, they'll say they reviewed, agree, and are redepositing 20 PP (with their original expiration date of 1/31/24).
I hate to quote myself, but as an update, today CS wrote back that my ticket wasn't eligible for a refund as I flew in the cabin I had ticketed, and if I had provided the wrong ticket number, to resubmit it at united.com/refunds.

Which shows that whomever they assigned the inquiry to did absolutely zero reading or reading comprehension of what I thought was a succinct and to the point message.

I replied that at a minimum, I wanted my 20 Plus Points redeposited, with an extended date since we're now at 1/29 and I'd never be able to use them before 1/31, and that it would be nice to receive a CS goodwill gesture such as a small travel voucher for having been downgraded. I honestly don't feel that's too much to ask, and am someone who hasn't complained to UA in years. My guess is that I am now locked into the CRM loop of this being stood on by UA CS and "pound sand" will be the repeated answer. I ran into that years ago when I made a then-Low Fare Guarantee claim, and the agent who handled the claim insisted that no, fares found on Travelocity and Expedia did not qualify as they weren't authorized United fare resellers (LOL). It didn't matter how I contacted them after that--I got the same argument back, as their CRM software always sent either to the same agent, or the new agent looked at what that one did. I ended up having to file a DOT claim to get that resolved (and honestly, DOT wasn't the right body IMHO to address, more like the FTC perhaps, but it was the only thing that broke out of the loop).

No, I'm not going to DOT over this, but it sure leaves a bad taste in my mouth that contacting CS over something that should be a slam dunk gets such crappy service.
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Old Jan 29, 2024, 8:29 am
  #462  
 
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Originally Posted by exerda
I hate to quote myself, but as an update, today CS wrote back that my ticket wasn't eligible for a refund as I flew in the cabin I had ticketed, and if I had provided the wrong ticket number, to resubmit it at united.com/refunds.

Which shows that whomever they assigned the inquiry to did absolutely zero reading or reading comprehension of what I thought was a succinct and to the point message.

I replied that at a minimum, I wanted my 20 Plus Points redeposited, with an extended date since we're now at 1/29 and I'd never be able to use them before 1/31, and that it would be nice to receive a CS goodwill gesture such as a small travel voucher for having been downgraded. I honestly don't feel that's too much to ask, and am someone who hasn't complained to UA in years. My guess is that I am now locked into the CRM loop of this being stood on by UA CS and "pound sand" will be the repeated answer. I ran into that years ago when I made a then-Low Fare Guarantee claim, and the agent who handled the claim insisted that no, fares found on Travelocity and Expedia did not qualify as they weren't authorized United fare resellers (LOL). It didn't matter how I contacted them after that--I got the same argument back, as their CRM software always sent either to the same agent, or the new agent looked at what that one did. I ended up having to file a DOT claim to get that resolved (and honestly, DOT wasn't the right body IMHO to address, more like the FTC perhaps, but it was the only thing that broke out of the loop).

No, I'm not going to DOT over this, but it sure leaves a bad taste in my mouth that contacting CS over something that should be a slam dunk gets such crappy service.
Did you try to call MPSC? A live person can resolve this quickly, instead of e-mails.
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Old Jan 29, 2024, 8:33 am
  #463  
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Originally Posted by exerda
No, I'm not going to DOT over this, but it sure leaves a bad taste in my mouth that contacting CS over something that should be a slam dunk gets such crappy service.
This is a significant change from how UA used to treat 1Ks and it's one of the reasons I find the higher qualification requirements absurd.
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Old Jan 29, 2024, 9:05 am
  #464  
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Originally Posted by Kmxu
Did you try to call MPSC? A live person can resolve this quickly, instead of e-mails.
I will. I had handled it via email previously as I was on the road. But I've rarely had issues getting 1K Voice to handle things; I guess I hadn't had much cause to write them in recent years (sent a compliment last January for a phone agent's work making some complex itin changes at the last minute). If this is how they're handling things now, ugh.

ETA: And now I got an email saying they're refunding the ticket purchase price? SMH. I need to call and fix this. Maybe this evening if I wrap up work early enough. Last thing I want is for them to refund the actual ticket, take away the PQF/PQD, etc. I'm not sure why this is so hard for the folks at CS to understand, or why it got sent to Refunds instead of CS just handling it on their own.
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Last edited by exerda; Jan 29, 2024 at 1:34 pm Reason: Updates
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Old Jan 29, 2024, 2:12 pm
  #465  
 
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Datapoint: Online submission ~midnight: “Confirmation Number: 123ABC originally scheduled UA 1234 Jan XX LGA 09:35am to DEN 12:16pm. Arrive LGA 2 hours prior to departure, visited UA Club, agent there said flight delayed 1 hour, then 2 hours with indications it will be longer, rebooked on UA 5678 EWR 12:17pm to DEN 2:45pm. Was told it would be15-20 minutes to get my 2 checked bags (suitcase and skis) from UA 1234, actually took almost an hour. Was told car service would pick me up in 20 minutes, actually was almost an hour and 20 minutes. Instead of arriving EWR via UA provided car service 1.5 hours prior to boarding, I arrived as boarding started. UA 1234 ultimately was delayed almost 11 hours. I should receive very significant Customer Care Compensation for my inconvenience, aggravation, and delays. Thank you.”

2 email replies (personal with same agent’s name as my post #453 above and standardized form letter) from [email protected] ~9 hours later stating 10K miles to be deposited, miles in account immediately.
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