Old Sep 22, 2022, 4:10 pm
FlyerTalk Forums Expert How-Tos and Guides
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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 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.
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 Feb 6, 2023, 6:55 pm
  #61  
 
Join Date: Jan 2023
Location: ORD
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Originally Posted by JALsnipe
Were you in the front cabin? I was in 3E.
My United email didn't have have a credit listed though, let me fill out the form now.
Yes, I was in 1L. You likely saw me get up to grab or put back my backpack, or if you really pay attention to carry-on bags, I have a flight crew roller.
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Old Feb 6, 2023, 7:06 pm
  #62  
 
Join Date: Jul 2001
Posts: 1,751
MP member with no status. My award UA882 Haneda-ORD segment canceled last night due to an engine issue, have been rescheduled for same itinerary 24 hrs later. UA made it the passengers' responsibility to find their own overnight hotels/ground transportation (a rather crappy move IMO but maybe it's standard operating procedures for international locations?), said we'd be reimbursed up to a total of $200 for hotel/ground transport, $30 for food, and nothing else. I stand to take a notable loss on this as taxis alone cost $120. I've received the UA "Customer Appreciation" email with the unitedcares link, but I'm waiting to see when I finally get to my destination before contacting them. Assuming I arrive 24 hrs later than originally scheduled what should I expect to receive from unitedcares?
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Old Feb 6, 2023, 7:38 pm
  #63  
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Originally Posted by yanxfann
MP member with no status. My award UA882 Haneda-ORD segment canceled last night due to an engine issue, have been rescheduled for same itinerary 24 hrs later. UA made it the passengers' responsibility to find their own overnight hotels/ground transportation (a rather crappy move IMO but maybe it's standard operating procedures for international locations?), said we'd be reimbursed up to a total of $200 for hotel/ground transport, $30 for food, and nothing else. I stand to take a notable loss on this as taxis alone cost $120. I've received the UA "Customer Appreciation" email with the unitedcares link, but I'm waiting to see when I finally get to my destination before contacting them. Assuming I arrive 24 hrs later than originally scheduled what should I expect to receive from unitedcares?
I wouldn’t be surprised if UA tried to be as cheap as possible with any sort of reimbursement. Does your CC have any delay benefits you could take advantage of?
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Old Feb 6, 2023, 9:06 pm
  #64  
 
Join Date: Jul 2001
Posts: 1,751
Originally Posted by FriendlySkies
Does your CC have any delay benefits you could take advantage of?
It was an award, other than taxes (and 77K miles) I paid nothing.
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Old Feb 6, 2023, 9:09 pm
  #65  
 
Join Date: Mar 2009
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Originally Posted by yanxfann
It was an award, other than taxes I paid nothing.
What credit card did you use to pay the taxes? As long as you used a credit card for the taxes, you’re covered by that card’s insurance benefits.
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Old Feb 6, 2023, 9:11 pm
  #66  
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Originally Posted by yanxfann
MP member with no status. My award UA882 Haneda-ORD segment canceled last night due to an engine issue, have been rescheduled for same itinerary 24 hrs later. UA made it the passengers' responsibility to find their own overnight hotels/ground transportation (a rather crappy move IMO but maybe it's standard operating procedures for international locations?), said we'd be reimbursed up to a total of $200 for hotel/ground transport, $30 for food, and nothing else. I stand to take a notable loss on this as taxis alone cost $120. I've received the UA "Customer Appreciation" email with the unitedcares link, but I'm waiting to see when I finally get to my destination before contacting them. Assuming I arrive 24 hrs later than originally scheduled what should I expect to receive from unitedcares?
Save your receipts. Note that the reimbursement is separate from whatever you receive from United Cares. The $30 in meal vouchers are standard, but I'd expect ground transportation costs to be on top of hotel costs, not lumped together in one bucket.

And, no, it's not SOP for them to tell you that you're on your own for finding a hotel. It does happen, but it's unusual.

Originally Posted by yanxfann
It was an award, other than taxes I paid nothing.
For award tickets, the taxes generally constitute the entire payment as far as qualifying for delay coverage goes.
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Old Feb 7, 2023, 3:30 pm
  #67  
 
Join Date: Jul 2001
Posts: 1,751
Originally Posted by sannmann
What credit card did you use to pay the taxes?
I paid the taxes with a Chase Sapphire Preferred.

Originally Posted by jsloan
...I'd expect ground transportation costs to be on top of hotel costs, not lumped together in one bucket.
In this case they indeed lumped the ground transport and hotel into one $200 pot, see attachment.


Originally Posted by FriendlySkies
I wouldn’t be surprised if UA tried to be as cheap as possible with any sort of reimbursement.
You were right. I just went to UnitedCares, for a 24 hr delay all I got was a $200 UA Travel Cert - I think that's a very cheap offering.

A big thanks to all that took the time to add comments/suggestions, they have proven to be very helpful!
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Last edited by yanxfann; Feb 9, 2023 at 2:51 pm
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Old Feb 12, 2023, 4:10 am
  #68  
 
Join Date: Apr 2008
Location: GEG
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Christmas flight delay - Crew Issue - no comp

I am not a regular UA passenger. I have status (only silver) with Delta, and normally fly them when I can. For several reasons, I ended up buying a F class ticket AUS-DEN-GEG on United Dec 26th, however due to a crew delay, I ended up misconnecting in Denver. With all the ops craziness in DEN due to primarily WN, UA was not able to put me on a flight to GEG until Dec 29th. There's a lot more to the story but to try to keep it short, I ended up with one hotel voucher only, and one food voucher, and ultimately they put me on a flight to FCA, and I rented a car to get back to GEG(4 hr drive), all to get back a day earlier than waiting for GEG. I made the decision to do FCA.

UA won't pay for my car, and will only cover up to $200 in hotel costs, even though I had to get my own room the second day, due to there only being a voucher for 1 day. I wrote into customer care, but they only offered to cover the $200 for travel expenses. I technically could have gone back to the airport to get another voucher, but they had put me in a awful hotel that took about 20 minutes via shuttle to get there. Considering the 20+ min each way, the long wait at customer service at the airport, I opted to not go that route, especially after the texting customer service rep said I could submit for reimbursement.

For a nearly 3 day delay, United is not offering any sort of compensation for this delay, beyond the $200 travel expenses, which wouldn't even cover my costs. Is this normal for United? Not impressed to say the least. I have to say, with Delta, I recently had a 30 minute delay, and before I landed I had an email apologizing and putting a small amount of miles in my account.
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Old Feb 12, 2023, 4:35 am
  #69  
 
Join Date: Dec 2004
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Originally Posted by rybob1
I have to say, with Delta, I recently had a 30 minute delay, and before I landed I had an email apologizing and putting a small amount of miles in my account.
Why would they do that
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Old Feb 12, 2023, 4:39 am
  #70  
 
Join Date: Mar 2009
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Since United has denied your claim, you’ll want to submit your claim next to your travel insurance.
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Old Feb 12, 2023, 6:55 am
  #71  
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Airlines don't have to reimburse out-of-pocket costs (even when it is there fault). Their Contract of Carriage limits what they will do for you in these cases. Most will provide for a hotel for overnight delays and transportation to/from hotel, but only if you go through them. Note that DL's Contract of Carriage (below) does have a stipulation they will reimburse you with up to a $100 voucher (not cash) if they can't provide a hotel for an overnight delay when it is their fault. Airlines will generally only offer miles or vouchers when you complain in these cases and UA denying your claim for cash is not that unusual.

" If accommodations are not available, Delta will provide the passenger with a voucher that may be applied to future travel on Delta equal in value to the contracted hotel rate, up to $100 USD."

Last edited by xliioper; Feb 12, 2023 at 7:01 am
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Old Feb 12, 2023, 7:31 am
  #72  
wjj
 
Join Date: Jul 2011
Location: ORD and RSW
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Posts: 380
Originally Posted by sannmann
Since United has denied your claim, you’ll want to submit your claim next to your travel insurance.
Or.......look at the travel benefits on the credit card you used. I learned early on not to waste my time with the airlines but to use a credit card with solid travel interruption coverage and use that. For personal travel, that was the AA Citi Executive Mastercard (during my AA days) and later when Citi cut back on that coverage and I had moved to UA, the Chase Sapphire Reserve card. I have made claims on both several times without a hitch. You just need to have full documentation and state just the facts, nothing more. Resolution time was just a couple weeks for both cards.
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Old Feb 12, 2023, 8:29 am
  #73  
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Travel insurance or credit card benefit covers certain items airlines don’t. As a former long-time elite at Delta, I know it’s hardly in the habit of paying for expenses beyond their obligations. This goes pretty much for all airlines, except in highly unusual (systemic) problems, such as the recent WN meltdown. You might have gotten what you wanted if you were booked on WN during that period, but your travel difficulties might have been worse. I can guarantee the payouts currently being made by WN will not become a normal practice.

Goodwill compensation is a separate issue.
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Last edited by IAH-OIL-TRASH; Feb 12, 2023 at 8:34 am
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Old Feb 12, 2023, 8:58 am
  #74  
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While $200 obviously won't cover your costs, it's not unreasonable. As already noted, UA has no contractual compensation obligation (though they are obligated to refund the unused portion of your ticket). Moreover, as you acknowledge, much of the problem (chaos at DEN) was not UA's fault, and the root cause of the crew problem was likely weather, which is not the airline's fault.

I seriously doubt that DL would have provided any materially greater comp. I also second the suggestion you check whether your credit card covers travel interruptions. Many of us make sure that all our air travel is purchased on a card that does.
Originally Posted by sannmann
Since United has denied your claim, you’ll want to submit your claim next to your travel insurance.
This snarky nonresponse got old a really long time ago.
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Old Feb 12, 2023, 10:37 am
  #75  
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Beside the WN issue, DEN and GEG were under a continuous travel waiver from before XMAS to after the New Year.

Travel Waiver: Central and Northwest US Winter Weather (December 20-23, 2022)
Travel Waiver: Central and Northwest US Winter Weather (December 24-25, 2022)
Travel Waiver: Midwest Winter Weather (December 21, 2022 - December 25, 2022)
Travel Waiver: Rocky Mountain Winter Weather (December 26, 2022 - December 30, 2022)
Travel Waiver: Rocky Mountain and Central US Winter Weather (January 01-03, 2023)

UA nor DL will provide compensation in these circumstances unless there were additional under UA control issues -- such as MX.
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