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 22, 2024, 5:14 pm
#61
Join Date: Nov 2011
Location: DEN
Programs: UA Gold, HH Diamond, National Executive Elite
Posts: 144
Late booking into 41J on a 777-200(G) DEN-HOU where 41J is an infinite legroom Plus seat.
UA surreptitiously subbed aircraft without notice (odd) to a 777-200(M) and I was stuck in 41J economy with a swole steroid monster in the middle. Thanks Shoulder Boy. Nether I nor the guy at the window are small.
Haven't flown in the "back" in I can't remember how long. :-O
Two questions.
1. Is it common they would do this and not notify of the sub?
2. Is it worth my time to call or write and ask for any comp? *
I got downgraded from 1K to Gold this year after 100 days of no fly time so not a lot of pull with customer care. Would have only made Plat anyway with the rise in PQP.
* I mean beyond the time I've already wasted posting about it here. ;-)
(Longer rant): While standing on line in HOU for the return leg the next day, after an initial known delay spent hanging out in club, they announce further delays AFTER they queue up groups 1 and 2 due to "international plane security inspection" which ends up being over an hour after all the jerking around. Without reliable updates, it's risky going back to club, so wait I must (I know, my choice.) Is it worth mentioning if I write about the outbound seat issue?
UA surreptitiously subbed aircraft without notice (odd) to a 777-200(M) and I was stuck in 41J economy with a swole steroid monster in the middle. Thanks Shoulder Boy. Nether I nor the guy at the window are small.
Haven't flown in the "back" in I can't remember how long. :-O
Two questions.
1. Is it common they would do this and not notify of the sub?
2. Is it worth my time to call or write and ask for any comp? *
I got downgraded from 1K to Gold this year after 100 days of no fly time so not a lot of pull with customer care. Would have only made Plat anyway with the rise in PQP.
* I mean beyond the time I've already wasted posting about it here. ;-)
(Longer rant): While standing on line in HOU for the return leg the next day, after an initial known delay spent hanging out in club, they announce further delays AFTER they queue up groups 1 and 2 due to "international plane security inspection" which ends up being over an hour after all the jerking around. Without reliable updates, it's risky going back to club, so wait I must (I know, my choice.) Is it worth mentioning if I write about the outbound seat issue?
Mar 22, 2024, 9:02 pm
#62
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
Posts: 67,769
...(Longer rant): While standing on line in HOU for the return leg the next day, after an initial known delay spent hanging out in club, they announce further delays AFTER they queue up groups 1 and 2 due to "international plane security inspection" which ends up being over an hour after all the jerking around. Without reliable updates, it's risky going back to club, so wait I must (I know, my choice.) Is it worth mentioning if I write about the outbound seat issue?
Mar 25, 2024, 3:42 pm
#63
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: 3,696
Make long story short. Traveling EGE-DEN-SFO on Saturday. Flight out of DEN was delayed for hours for mechanical reasons. Rebooked on later flight that day which also ended up being delayed for "air traffic control reasons. Spent over 5 hrs in DEN! (yeah I checked out the UC's LOL). Finally arrived late at night at SFO with half my luggage they other half was on the original flight with mechanical issue that eventually left DEN. I was told they would not ship my remaining bags to me as it was due in in 35 mins and the policy was > than 45 mins for shipping bags to you. So I waited, then 30 mins became 45 became and then 60 mins became 90 mins as the flight was delayed due to the ongoing runway work at SFO. After 90 mins at baggage claim at SFO they said they would finally ship my bags, however, as I was setting up the shipment with the agent she noted that the flight was finally at the gate. Waited 10 more mins and finally did get my remaining luggage. Home at midnight. I could have driven from EGE to SF in nearly the same time it took to fly home (14 hours)! ! Any chance of compensation on this one? I have all documentation still with me.
Mar 27, 2024, 1:45 pm
#65
FlyerTalk Evangelist
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott LTT
Posts: 10,395
Make long story short. Traveling EGE-DEN-SFO on Saturday. Flight out of DEN was delayed for hours for mechanical reasons. Rebooked on later flight that day which also ended up being delayed for "air traffic control reasons. Spent over 5 hrs in DEN! (yeah I checked out the UC's LOL). Finally arrived late at night at SFO with half my luggage they other half was on the original flight with mechanical issue that eventually left DEN. I was told they would not ship my remaining bags to me as it was due in in 35 mins and the policy was > than 45 mins for shipping bags to you. So I waited, then 30 mins became 45 became and then 60 mins became 90 mins as the flight was delayed due to the ongoing runway work at SFO. After 90 mins at baggage claim at SFO they said they would finally ship my bags, however, as I was setting up the shipment with the agent she noted that the flight was finally at the gate. Waited 10 more mins and finally did get my remaining luggage. Home at midnight. I could have driven from EGE to SF in nearly the same time it took to fly home (14 hours)! ! Any chance of compensation on this one? I have all documentation still with me.
-RM
Mar 27, 2024, 2:33 pm
#66
Join Date: May 2012
Location: ORF, RIC
Programs: UA LT 1K, 3 MM; Marriott Titanium, LTP; IHG Platinum
Posts: 7,180
Doesn't hurt to ask but IMO the answer is no. You made it. Your bags made it. You even made it the same day as booked. Plus as we love to remind people on these boards, there are no air carrier rules like EU or UK 261 to support flyers in the US. Any comp you get is at the whim of the agent who handles your request. Maybe a $100 ETC will help? But you have no out of pocket expenses or even lost luggage to point to.
-RM
-RM
Mar 27, 2024, 2:34 pm
#67
Join Date: Jul 2003
Location: SFO
Programs: COdbaUA Platinum 2MM
Posts: 5,537
$2,500 SFO-TPE UA#853 26 March
Due to weight restriction, they initially offered $2,000 for 25 passengers, same day UA day time flight or same flight on 27 March, plus overnight hotel accommodation, meal vouchers, transportation to/from hotel. About ten minutes later, $2,500 was offered for 30 passengers. Boarding was delayed for half hour. At delayed boarding time, they were still looking for 15 volunteers @ $2,500. After everyone was boarded, they were still seeking 5 passengers on board without upping ante. Surprisingly people stood up. They said they had enough volunteers. People walking back to their seats. Then they needed one last passenger without check-in luggage. Thus uncertain the final number of volunteers.
Mar 28, 2024, 4:56 pm
#68
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: 3,696
Essentially it was a 7 hour delay as I had to wait in SFO for half my luggage which was on the original flight. I'll throw an email to them and see what sticks but not expecting much.
Mar 29, 2024, 6:15 am
#69
Join Date: Jan 2016
Location: DEN
Programs: UA 1MM, MP 1K, Hilton Diamond, Marriott Gold
Posts: 480
Mar 29, 2024, 7:33 am
#70
FlyerTalk Evangelist
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott LTT
Posts: 10,395
-RM
Mar 29, 2024, 10:02 am
#71
Join Date: Jan 2024
Programs: United 1K Member
Posts: 193
Mar 29, 2024, 12:01 pm
#72
Join Date: Jan 2016
Location: DEN
Programs: UA 1MM, MP 1K, Hilton Diamond, Marriott Gold
Posts: 480
Mar 29, 2024, 12:15 pm
#73
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
Posts: 67,769
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
#74
Moderator: Mileage Run, United Airlines; FlyerTalk Evangelist
Join Date: Jan 2004
Location: The City/Honolulu
Programs: UA 3MM; Hyatt Glob*****; Hilton Diamond
Posts: 14,475
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
#75
Join Date: Jan 2020
Location: San Francisco Bay Area
Programs: United 1K, Marriott Titanium, Hilton Diamond
Posts: 545
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!