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 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 Apr 22, 2024, 7:04 pm
  #91  
 
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Originally Posted by IAH-OIL-TRASH
This is kind of unusual. Exactly when were you informed of the lost seat(s)? Were you called to the podium?
Never called to the podium, went to board, BP scanned and red alert comes up saying already scanned 25 minutes prior. They then explained the situation and about someone who was in 18G changing for 19L. They they gave me 18G, scanned it and again the same message came up. They then held me until everyone had boarded up at the BP scanning area and then said we have no aisles left, you can take a middle and gave 3 options. My BP still shows 18G despite someone being there.
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Old Apr 22, 2024, 7:18 pm
  #92  
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Originally Posted by theboss7593
Never called to the podium, went to board, BP scanned and red alert comes up saying already scanned 25 minutes prior. They then explained the situation and about someone who was in 18G changing for 19L. They they gave me 18G, scanned it and again the same message came up. They then held me until everyone had boarded up at the BP scanning area and then said we have no aisles left, you can take a middle and gave 3 options. My BP still shows 18G despite someone being there.
I'm not doubting your word, but that doesn't make a ton of sense. If it's saying "already scanned," that should mean the sequence number, not the seat. There's a separate message for seat collisions, and it should have been straightforward for them to resolve -- and your updated seat should show up on your (mobile) boarding pass. Did you print an extra copy of your boarding pass? It's vaguely possible that somebody could have seen your boarding pass and printed a second copy, although that'd be really, really odd.
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Old Apr 22, 2024, 7:24 pm
  #93  
 
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Originally Posted by jsloan
I'm not doubting your word, but that doesn't make a ton of sense. If it's saying "already scanned," that should mean the sequence number, not the seat. There's a separate message for seat collisions, and it should have been straightforward for them to resolve -- and your updated seat should show up on your (mobile) boarding pass. Did you print an extra copy of your boarding pass? It's vaguely possible that somebody could have seen your boarding pass and printed a second copy, although that'd be really, really odd.
I agree with you it didn't make any sense at all. It gave a time that the ticket was suppossvley scanned and then came up with someone else's name. The GA said that the person who was in 18G complained and moved to 19L. But that he was then tinkering with his reservation which kept opening and closing the seat which made no sense to me at all (as I didn't think one could change their seat inside of T-40). My boarding pass still shows 18G as I sit here 3 hours in on the flight. But I am not anywhere near 18G however I did see both 18G and 19L full.
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Old Apr 22, 2024, 7:30 pm
  #94  
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Originally Posted by theboss7593
I agree with you it didn't make any sense at all. It gave a time that the ticket was suppossvley scanned and then came up with someone else's name. The GA said that the person who was in 18G complained and moved to 19L. But that he was then tinkering with his reservation which kept opening and closing the seat which made no sense to me at all (as I didn't think one could change their seat inside of T-40). My boarding pass still shows 18G as I sit here 3 hours in on the flight. But I am not anywhere near 18G however I did see both 18G and 19L full.
You're not supposed to be able to change your seat after the flight goes to gate control, I agree; however, I've seen it happen once or twice. But you're right that it shouldn't have left residual detritus behind. A very odd situation.
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Old Apr 22, 2024, 8:12 pm
  #95  
 
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Originally Posted by jsloan
You're not supposed to be able to change your seat after the flight goes to gate control, I agree; however, I've seen it happen once or twice. But you're right that it shouldn't have left residual detritus behind. A very odd situation.
Just spoke with the flight attendant said that she documented it for me and that it was indeed bizarre, she placed blame on the gate agent who she said was rushing people on without proper seat clearances. She (the flight attendant) also confirmed her iphone was showing me assigned to 18G even though someone else was sitting there and the only way she could move my icon to the current location was if I accepted a voluntary seat change which she said she wasn't going to do so that I could speak to 1K desk about it, she was very helpful.
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Last edited by theboss7593; Apr 22, 2024 at 8:22 pm
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Old Apr 22, 2024, 8:20 pm
  #96  
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Super weird. While you can change your seat even at times during boarding, I have never experienced someone being able to take over occupied seat.

The time to get anything would have been during the boarding. After the fact, you might get some go take a hike miles. Good luck.

Did you confront the pax sitting in 18G? Does he/she have a boarding pass with 18G?
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Old Apr 22, 2024, 9:05 pm
  #97  
 
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Originally Posted by Repooc17
Super weird. While you can change your seat even at times during boarding, I have never experienced someone being able to take over occupied seat.

The time to get anything would have been during the boarding. After the fact, you might get some go take a hike miles. Good luck.

Did you confront the pax sitting in 18G? Does he/she have a boarding pass with 18G?
It was take the middle seat or we are closing the door. I was also told that 18G was no longer my seat and to not go there. I couldn't play the I'm not going to accept the change take a later flight game. Also as they held me at the boarding area till the literally closed the gate behind me once I was onboard there wasn't time to negotiate seats.
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Old Apr 22, 2024, 9:54 pm
  #98  
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Originally Posted by theboss7593
It was take the middle seat or we are closing the door. I was also told that 18G was no longer my seat and to not go there. I couldn't play the I'm not going to accept the change take a later flight game. Also as they held me at the boarding area till the literally closed the gate behind me once I was onboard there wasn't time to negotiate seats.
So, I'm not a "shenanigans" guy, but if a GA were going to try to do something untoward, this is how they'd do it; not by processing upgrades out of order in a way that's clearly visible to anyone internal who might run an audit, but rather in a way that just leaves confusion but no evidence.
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Old Apr 22, 2024, 9:56 pm
  #99  
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Originally Posted by theboss7593
It was take the middle seat or we are closing the door. I was also told that 18G was no longer my seat and to not go there. I couldn't play the I'm not going to accept the change take a later flight game. Also as they held me at the boarding area till the literally closed the gate behind me once I was onboard there wasn't time to negotiate seats.
Wow, you definitely have a good case. Hopefully the case report the GA has submitted will have an impact. That said, I would suggest not holding your breath for some type of cash compensation...maybe some miles so you wouldn't pursue further. Anyway, good luck and let us know how this ends up
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Old Apr 23, 2024, 2:33 pm
  #100  
 
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Compensation for INOP Polaris seat, no IFE, no power outlets $50?

Dear All

Has UA compensation gotten ridiculously low? UA 3, ORD-ZRH April 22, High J 763, Polaris cabin,. 1 1/2 hrs into the flight, all the cabin electronics (seat controls, IFE, power outlets) shut down for the entire flight (for the entire airplane). Of course without electronics it was impossible to recline the seat into a bed, or if already reclined, to put it upright..In fact, 1hr prior to landing FA's went around the cabin waking people up so they could stand in the aisle while the FAs manually put seats upright.. They made a big show of apologizing and told everyone to go to the United (does not)cares website to request compensation.
I did, and was offered $50 ETC or 2500 miles Given how much UA charges for Polaris ORD-ZRH and the fact that the only reason to fly UA instead of LX is the seat, this seems shall we say a bit too low?
(in fact borderline insulting).. or am I totally uncalibrated? (It's been a while since I requested compensation, but not so long ago, it was ~ 300 ETC for malfunctioning IFEs, in shorter flights, right?)

Safe travels
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Old Apr 23, 2024, 10:04 pm
  #101  
 
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Originally Posted by uyflyer
… They made a big show of apologizing and told everyone to go to the United (does not)cares website to request compensation.
I did, and was offered $50 ETC or 2500 miles Given how much UA charges for Polaris ORD-ZRH and the fact that the only reason to fly UA instead of LX is the seat, this seems shall we say a bit too low?
(in fact borderline insulting).. or am I totally uncalibrated? …
I would describe it as just plain insulting. 😳
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Old Apr 23, 2024, 10:13 pm
  #102  
 
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Originally Posted by uyflyer
Dear All

Has UA compensation gotten ridiculously low? UA 3, ORD-ZRH April 22, High J 763, Polaris cabin,. 1 1/2 hrs into the flight, all the cabin electronics (seat controls, IFE, power outlets) shut down for the entire flight (for the entire airplane). Of course without electronics it was impossible to recline the seat into a bed, or if already reclined, to put it upright..In fact, 1hr prior to landing FA's went around the cabin waking people up so they could stand in the aisle while the FAs manually put seats upright.. They made a big show of apologizing and told everyone to go to the United (does not)cares website to request compensation.
I did, and was offered $50 ETC or 2500 miles Given how much UA charges for Polaris ORD-ZRH and the fact that the only reason to fly UA instead of LX is the seat, this seems shall we say a bit too low?
(in fact borderline insulting).. or am I totally uncalibrated? (It's been a while since I requested compensation, but not so long ago, it was ~ 300 ETC for malfunctioning IFEs, in shorter flights, right?)

Safe travels
I wish you the best of luck in getting more. That is just not ok
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Old Apr 24, 2024, 2:24 pm
  #103  
 
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I remember the days for a $150 ETC if the Wi-Fi malfunction for part of the flight
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Old May 7, 2024, 6:38 pm
  #104  
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I guess I might ask, has UA compensation gotten ridiculously HIGH?

DEN-LAS last week, economy, I purchased E+ (these days I'm just a GM). At checkin roughly 24 hours before, the app pitched changing to a later flight for unknown compensation; I declined, thinking "maybe if it was an earlier flight..."

Indeed, I arrived about 3 hours early to the airport. As I was nearing security, my phone lit up with a call from United. Color me impressed. The agent, over the phone, asked if I would be willing to take a later OR earlier flight for $400 ETC. "Hey, I'm here early, what do you have? As long as we can preserve E+, I can certainly do it."

Within two minutes I was switched over to an earlier flight, E+ preserved, and the ETC arrived by email before I got to the gate. And then, a few minutes later... a credit back to my Amex for the $59 E+ charge!

So, $459 back to me to change my $250 flight. Color me very impressed.
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Old May 7, 2024, 6:53 pm
  #105  
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Originally Posted by DenverBrian
I guess I might ask, has UA compensation gotten ridiculously HIGH?
VDB compensation is a different animal. $400 isn't particularly high these days for a bump. Being able to switch to an earlier flight is an unusual score though.
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