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
Mar 29, 2024, 12:01 pm
#496
Join Date: Jan 2016
Location: DEN
Programs: UA 1MM, MP 1K, Hilton Diamond, Marriott Gold
Posts: 462
Mar 29, 2024, 12:15 pm
#497
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: 66,854
Clearly a typo -- not uncommon -- ZUR instead of ZRH and many others you will regularly see on FT
UA does not have HOU / Hobby service (except for the occasional diversion
How many in the Denver area refer to DEN as DIA?
For UA forum, all the time
UA does not have HOU / Hobby service (except for the occasional diversion
How many in the Denver area refer to DEN as DIA?
For UA forum, all the time
Mar 31, 2024, 6:13 pm
#498
Moderator: Mileage Run, United Airlines; FlyerTalk Evangelist
Join Date: Jan 2004
Location: The City/Honolulu
Programs: UA 3MM; Hyatt Glob*****; Hilton Diamond
Posts: 14,473
I flew last week CLT-ORD on a 737 with DirecTV. My screen rebooted every few minutes for the entire two hour flight. I asked an FA if she could do something about it. She looked at the other screens and they were frozen on the logo. She said she’d send a email for everyone on the plane. Five days later and no email. I called 1K Customer Care and received a $200 travel credit which surprised me. I wasn’t expecting that much, but was glad to take it.
Apr 2, 2024, 7:18 pm
#499
Join Date: Jan 2020
Location: San Francisco Bay Area
Programs: United 1K, Marriott Titanium, Hilton Diamond
Posts: 520
I was booked in first SFO-ORD on a 788 last week. My seatbelt was INOP, they offered me $1000 to sit in the back which I refused. They then did an auction via the PA. Once it reached $2000 I took it. Pretty happy with the outcome!
Apr 3, 2024, 11:56 am
#500
Join Date: Jun 2008
Posts: 2,203
- Premier Gold
- 15 March, UA847, IAH-SCL
- Delayed from 8:30 PM to 10:45 PM due to gate availability - storms around IAH - I got it, things happen
- Finally pushed, on tarmac for a bit, cockpit crew announces technical issue and returning to the gate for maintenance.
- Maintenance is available until 00:30 AM at the earliest; crew timed out, deplaned.
- Flight now delayed until 10:00 AM today.
- Only one GA with a full 763 to address issues.
- I booked a hotel proactively - got a link from UA to allow reasonable reimbursement of hotel and transportation costs.
- No food vouchers.
- Technical issue is documented in text messages from UA.
- Further delay - at 9:55, everything was on time. Now delayed due to a baggage issue. Both baggage containers unloaded in search of several mismatched bags. 4 ramp agents checking every bag (watching from the window), two ramp agents sitting on the edge of the container.
- Should I ask for compensation for the technical/crew timing delay?
I did submit a request to customer care for compensation and reimbursement for the hotel and hotel transportation. Response within a couple of hours. $200 ETC and paper check reimbursement of out of pocket expenses within 21 days.
I also went to the United Cares link that was e-mailed to me. It gave me a choice of a $175 ETC or 7,500 miles. I took the ETC. (Not knowing that this was double dipping, although wasn't sure.)
I e-mailed customer care again re: the $200 ETC and was told that the $175 was the appropriate compensation.
I received a text for the $15 food voucher after boarding. I simply converted it to a Panera gift card for future use.
Just observations - not compliants.
Apr 9, 2024, 12:20 am
#501
Join Date: Nov 2011
Location: DEN
Programs: UA Gold, HH Diamond, National Executive Elite
Posts: 144
IAH
Sorry, too may sleepless hours spent traveling. Hell, I can't remember half the places I'm going to or coming from. Not consistently a high segment traveler but almost always somewhere different. Don't really have regular routes like many here seem to.
Sorry, too may sleepless hours spent traveling. Hell, I can't remember half the places I'm going to or coming from. Not consistently a high segment traveler but almost always somewhere different. Don't really have regular routes like many here seem to.
Apr 10, 2024, 12:53 am
#502
Join Date: Jan 2024
Programs: United 1K Member
Posts: 104
Compensation question
Hello Flyertalk! I was wondering if 7,500 miles is normal for a 4+ hour delay for a mx issue, first class, and 1k passenger? Is it worth to ask for more? I know that in europe you could get 600 bucks for this (wish that existed in America!)
Apr 10, 2024, 4:42 am
#504
Join Date: May 2012
Location: ORF, RIC
Programs: UA LT 1K, 3 MM; Marriott Titanium; IHG Platinum
Posts: 6,958
if you can use ETC, get the travel certificate, instead. $150 ETC is a reasonable amount.
Apr 10, 2024, 3:40 pm
#508
FlyerTalk Evangelist
Join Date: Dec 2002
Location: Danville, CA, USA;
Programs: UA 1MM, WN CP, Marriott LT Plat, Hilton Gold, IC Plat
Posts: 15,721
Isn't there a master compensation thread?
I am wondering if I can get anything for broken IFE and wifi on a 4-hour E+ flight. Even 2k miles would be better than zippo.
I am wondering if I can get anything for broken IFE and wifi on a 4-hour E+ flight. Even 2k miles would be better than zippo.
Apr 15, 2024, 3:35 pm
#509
Join Date: Jan 2016
Location: DEN
Programs: UA 1MM, MP 1K, Hilton Diamond, Marriott Gold
Posts: 462
Amazing Bag Journey - $150 travel certificate
I was offered $150 for a crazy trip my bag made(and am hoping for reimbursement for the $36 I spent at Walmart). I flew DEN- XNA, non stop. My bag flew DEN-SFO-DEN-SFO-ORD-XNA. I am not sure it would have stopped bouncing between DEN & SFO had I not called the premier line about it.
I was probably due for it statistically.
I was probably due for it statistically.
Apr 15, 2024, 4:35 pm
#510
Join Date: May 2012
Location: ORF, RIC
Programs: UA LT 1K, 3 MM; Marriott Titanium; IHG Platinum
Posts: 6,958
I was offered $150 for a crazy trip my bag made(and am hoping for reimbursement for the $36 I spent at Walmart). I flew DEN- XNA, non stop. My bag flew DEN-SFO-DEN-SFO-ORD-XNA. I am not sure it would have stopped bouncing between DEN & SFO had I not called the premier line about it.
I was probably due for it statistically.
I was probably due for it statistically.