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
Apr 3, 2024, 11:56 am
#76
Join Date: Jun 2008
Posts: 2,317
- 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
#77
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
#78
Join Date: Jan 2024
Programs: United 1K Member
Posts: 193
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
#80
Join Date: May 2012
Location: ORF, RIC
Programs: UA LT 1K, 3 MM; Marriott Titanium, LTP; IHG Platinum
Posts: 7,180
if you can use ETC, get the travel certificate, instead. $150 ETC is a reasonable amount.
Apr 10, 2024, 3:40 pm
#84
FlyerTalk Evangelist
Join Date: Dec 2002
Location: Danville, CA, USA;
Programs: UA 1MM, AS MVP, WN CP, Marriott LT Plat, Hilton Gold, IC Plat
Posts: 16,025
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
#85
Join Date: Jan 2016
Location: DEN
Programs: UA 1MM, MP 1K, Hilton Diamond, Marriott Gold
Posts: 480
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
#86
Join Date: May 2012
Location: ORF, RIC
Programs: UA LT 1K, 3 MM; Marriott Titanium, LTP; IHG Platinum
Posts: 7,180
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 16, 2024, 9:46 am
#87
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
Posts: 4,316
Apr 22, 2024, 6:25 pm
#88
Join Date: Jan 2012
Location: Bergen County NJ
Programs: AA EXP, UA1K B6 Mosaic 1, Amtrak Select, Marriott Plat , AMEX Plat (noted for club access reference)
Posts: 804
So I am Status Matched from AA to UA to see how the otherside is so to speak. AA EXP to UA 1K.
Well were not off to a good start. I am currently sitting in a middle seat on a TRANSCON bumped from an aisle and then bumped again from a window (because according to the GA the person who was in that seat was screwing around with their reservation so somehow they disrupted not one but 2 seats) the GA ended up putting me in a middle seat. (although she never changed my BP, she just said take a middle seat theres nothing left in the Aisle or Window) They wouldn't even let me board at first because the BP kept saying it was scanned 25 minutes prior.
I never would've taken this flight to begin with had I known I was going to get stuck with a middle seat. ( I had a 3 hour delay with AA but at least it was all in J, however to try and salvage a dinner meeting I was okay with a ECON+ Aisle ) To add insult to injury the plugs aren't working. What type of compensation should I be expecting or would be fair? I already filed a complaint via text agent.
Again not a great way to treat a EXP who is trialing 1K.
Well were not off to a good start. I am currently sitting in a middle seat on a TRANSCON bumped from an aisle and then bumped again from a window (because according to the GA the person who was in that seat was screwing around with their reservation so somehow they disrupted not one but 2 seats) the GA ended up putting me in a middle seat. (although she never changed my BP, she just said take a middle seat theres nothing left in the Aisle or Window) They wouldn't even let me board at first because the BP kept saying it was scanned 25 minutes prior.
I never would've taken this flight to begin with had I known I was going to get stuck with a middle seat. ( I had a 3 hour delay with AA but at least it was all in J, however to try and salvage a dinner meeting I was okay with a ECON+ Aisle ) To add insult to injury the plugs aren't working. What type of compensation should I be expecting or would be fair? I already filed a complaint via text agent.
Again not a great way to treat a EXP who is trialing 1K.
Apr 22, 2024, 6:57 pm
#90
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 22,114
Uh, none, and none.
AA stuck me in a Main Cabin Minus window after kicking me out of my exit row seat; the gate agent then lied to my face and denied I'd ever been sitting in the exit row despite the fact that I was holding an exit row boarding pass in my hand.
Seat assignments are never guaranteed, on any airline, and there's no compensation for being moved. It's just bad luck, and it can happen to anyone... especially since your reservation seems to have been in a bad state.
AA stuck me in a Main Cabin Minus window after kicking me out of my exit row seat; the gate agent then lied to my face and denied I'd ever been sitting in the exit row despite the fact that I was holding an exit row boarding pass in my hand.
Seat assignments are never guaranteed, on any airline, and there's no compensation for being moved. It's just bad luck, and it can happen to anyone... especially since your reservation seems to have been in a bad state.