United Consolidated Compensation Thread

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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 theyll 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.
- Other UA Elites: PremierVoice
- All others (including all non-UA elites): Customer Care

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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Old Jan 3, 20, 10:30 am
  #1  
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United Consolidated Compensation Thread

First experience of the new year. Had a flight cancelled (weather) on Dec. 30th, got re-booked on the 31st departing from a different airport (100 miles away). Award ticket, sent them an email, got this "your time is valuable, sorry" response, no compensation.

I was thinking I would be offered something considering I had to stay an additional night and drive an extra 100 miles, but who knows.
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Old Jan 3, 20, 10:49 am
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Originally Posted by JDM808 View Post
First experience of the new year. Had a flight cancelled (weather) on Dec. 30th, got re-booked on the 31st departing from a different airport (100 miles away). Award ticket, sent them an email, got this "your time is valuable, sorry" response, no compensation.

I was thinking I would be offered something considering I had to stay an additional night and drive an extra 100 miles, but who knows.
Why did they make you go to an airport so far away? Was your original completely shut down?
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Old Jan 3, 20, 1:18 pm
  #3  
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Originally Posted by JDM808 View Post
First experience of the new year. Had a flight cancelled (weather) on Dec. 30th, got re-booked on the 31st departing from a different airport (100 miles away). Award ticket, sent them an email, got this "your time is valuable, sorry" response, no compensation.

I was thinking I would be offered something considering I had to stay an additional night and drive an extra 100 miles, but who knows.
Not for non-UA controllable events, such as weather.
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Old Jan 6, 20, 6:46 am
  #4  
 
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Compensation policy was fully spelled out!

Here is a part of the email reply from 1K Voices regarding United compensation policy. It was for a 9-hour delay at destination.
"United does not reimburse for inconvenience, loss of time or absorb any out-of-pocket or pre-arranged travel plan expenses. My apology or a certificate cannot erase what happened, but I hope it helps to know we take your concerns very seriously. I would like to offer you a $75.00 electronic travel certificate. It will be sent via a separate email within the next 72 hours.."
The response was swift and the voucher arrived within an hour after I got this reply. The amount on voucher was $100 higher. I was not too pleased with the initial $75 offer.
Happy travels.
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Old Jan 6, 20, 5:44 pm
  #5  
 
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Was given $125 voucher for having recline broken on my E- seat for the 3hr SJD-DEN flight.
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Old Jan 6, 20, 10:58 pm
  #6  
 
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Originally Posted by Phl06 View Post
Update: Ended up receiving $575 per person for the IFE. Part of that was onboard and the other part came from united cares.
$575 for broken IFE???

I never use it but I need to start testing it to see if it works.
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Old Jan 7, 20, 1:59 am
  #7  
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SFO-HNL A 16ish year old female stopped in the aisle near my seat and repeatedly threw up on the floor splattering me and the guy across the aisle. I went to the F lav to clean upscrubbing my arm up to my shoulder several times and washed my t-shirt in the sink. My hair and jeans were spared. Fortunately I had a sweater and put that on. Later the purser told me the teen wasnt ill. She ate some greasy sausage at the airport (as evidenced by the debris left in the aisle). While I and the other guy were cleaning up the FA threw some white powder over the mess and put a blanket over that. The purser gave me a voucher for $400 and said I would hear from Customer Relations about more, since she didnt think $400 was enough. I havent heard a word. The no status guy on the other side of the aisle was given $175. The teens mom came up to both of us to personally apologize.
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Old Jan 7, 20, 3:42 pm
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Originally Posted by Pat89339 View Post
SFO-HNL A 16ish year old female stopped in the aisle near my seat and repeatedly threw up on the floor splattering me and the guy across the aisle. I went to the F lav to clean upscrubbing my arm up to my shoulder several times and washed my t-shirt in the sink. My hair and jeans were spared. Fortunately I had a sweater and put that on. Later the purser told me the teen wasnt ill. She ate some greasy sausage at the airport (as evidenced by the debris left in the aisle). While I and the other guy were cleaning up the FA threw some white powder over the mess and put a blanket over that. The purser gave me a voucher for $400 and said I would hear from Customer Relations about more, since she didnt think $400 was enough. I havent heard a word. The no status guy on the other side of the aisle was given $175. The teens mom came up to both of us to personally apologize.
I'm probably in the minority here, but I think it's pretty awesome of UA to even offer an ETC for this incident (especially proactively). Certainly no fault of UA and no way for them to prevent it (for once).
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Old Jan 7, 20, 3:51 pm
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Originally Posted by IADdelayed View Post
I'm probably in the minority here, but I think it's pretty awesome of UA to even offer an ETC for this incident (especially proactively). Certainly no fault of UA and no way for them to prevent it (for once).
"Awesome" might be a stretch much but I certainly thought it was nice (and the jaded part of me thought "they won't compensate for weather -- which they can see coming -- as unavoidable but they'll compensate for this!?!?"
The other jaded part of me is that they didn't offer compensation for the obviously drunk/impaired dude they allowed to board (in violation of the FARs) who then groped me (captain had him removed before boarding finished, at least) a few years back -- so at least this would seem to be an improvement for the better
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Old Jan 9, 20, 8:22 pm
  #10  
 
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I had TPAC flight with near 3 hrs mechanical delay. Missed the connection with a partner airline (booked on the same ticket). Was protected on a later partner flight but in Y rather than in Business as originally booked. Wrote in and got a $250 ETC, which I think was low considering the involuntary downgrade.
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Old Jan 9, 20, 9:26 pm
  #11  
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Originally Posted by B747SP View Post
I had TPAC flight with near 3 hrs mechanical delay. Missed the connection with a partner airline (booked on the same ticket). Was protected on a later partner flight but in Y rather than in Business as originally booked. Wrote in and got a $250 ETC, which I think was low considering the involuntary downgrade.
From UA's perspective, it wasn't an involuntary downgrade; it was a voluntary downgrade. You could have waited for a later flight in business class.

You should be able to get a refund for the fare difference. Here's hoping UA calculates it sensibly -- if you bought the ticket the way you flew it, it almost certainly would have cost more than what you actually paid.
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Old Jan 12, 20, 3:10 pm
  #12  
 
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Wife and I traveled from China to US last week on a paid Polaris ticket. Started as a delay due to a late inbound aircraft, and then ended up going MX after pushing back from the gate. Was told that the repair would be a few hrs but it was a crew timing issue. Rebooked the following day and arrived 24hrs later.

UA offered a pretty dire-looking hotel an hr away from the airport which we declined.

Received automated email for $400/$300 ETC for myself and wife, respectively (Plat / Silver). Wrote into customer service and received $500 each which I still think is disappointing (but after reading this thread, maybe that isn’t too bad).

To UA’s credit, they did also offer to reimburse our paid hotel, meals, and transport for up to $300pp so very happy we made our own arrangements instead of accepting what was on offer.

But $500 ETC for a full day delay on a paid J ticket feels really weak esp. considering I would have received more (cash) in BE flying from Europe for a 4 hr delay.
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Old Jan 12, 20, 3:25 pm
  #13  
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Originally Posted by pando20 View Post
But $500 ETC for a full day delay on a paid J ticket feels really weak esp. considering I would have received more (cash) in BE flying from Europe for a 4 hr delay.
Talk to a politician, not United. The 600 compensation isnt UAs idea.
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Old Jan 12, 20, 8:22 pm
  #14  
 
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I don't understand how they can give $575 for broken IFE and only $500 for a 1-day delay.

If you got on board and discovered broken IFE at your seat, and you were offered a next-day rebooking in the same CoS, would you accept it or fly with the broken IFE?
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Old Jan 12, 20, 10:33 pm
  #15  
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Originally Posted by VegasGambler View Post
I don't understand how they can give $575 for broken IFE and only $500 for a 1-day delay.
I dont know how much rhyme or reason there is to any of their offers. I dont understand how broken IFE is worth $575. Sometimes it feels like UA does a Wheel of Fortune spin for every incoming email...
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