FriendlySkies

FS-Mom flew UA738 (DEN-MCO) yesterday. The 757 had a problem pressurizing the rear door, so they were moved to a a new aircraft, and ended up arriving over two hours late.

As a 1P, she was given $200, 10%, 9K RDMs.. She did ask for a skykit on-board, and the FAs were happy to give her one. They did not give them to anybody else.

Chandler69

What exactly comes in a "skykit"?

exerda

It's just a postcard-sized paper which says something like "Customer Appreciation," has some basic apology text & instructions, and most importantly, a serial # you enter on the united.com/appreciation site (which will trigger the site's offering of compensation vs. just sending the reported issue to the bit bucket).

There's an image of one somewhere around here.

FAs know them these days as "customer appreciation cards," though I have heard several FAs & pursers claim they "don't have those anymore" of late. (Which I don't believe is correct--just those particular crew not wanting to give out compensation for whatever issue / reason the pax complained about.)

FriendlySkies

There's an image of one somewhere around here.[/QUOTE]



I received this for no music on SYD-SFO..

rally

with a skykit does it matter if you are 1k , 1P or 2P as far as what is offered ?

and is it your status when its given to you or when you turn it in ?

thanks for the info

Rally

FriendlySkies

Yes, compensation is different, depending on your elite status. 1K might get $200-$250, while 2P might only get $100..

Chandler69

Ahh, okay, that is exactly what I was offered on mine for the change in equipment for C Class to ICN (as well as everyone in C Class around me). I thought perhaps it was something different than what I recieved, but its simply the same thing.. Whats interesting is that it didnt ask me to login to MP first though and there was no reference to my status. So, is the tiered offer "friendlyskies" is referrring to already baked in to the serial #?

Thanks all!

FriendlySkies

On the United.com/appreciation, there is a box to enter MP #.

Chandler69

Ahhh, yup, your right. Okay, thanks again..... First time ive ever been compensated other than volunteering to take different flight due to oversell. Feel like a total noob and been flying UA for years.

GoAmtrak

Two-class 777 on HNL-SFO yesterday had busted audio for video presentation. Appreciation cards were distributed. I got the standard expected offer:

9,000 miles / $200 Region 1 e-cert / 10% Systemwide Economy e-cert

Took the $200. Definitely worth the trouble given that this trip was mostly paid for with an e-cert and the movie I missed was Megamind.

The first sign of trouble was when there was no PA audio for the safety demo. The purser paused on $MI/J's grin and announced, "This is Jeff. You can't hear him, but he belongs to us now."

DenverF9Flier

I had a 15-hour (overnight) delay due to a mechanical issue on an international flight (PVR->DEN) last week. Appreciation cards were not distributed and I was too tired/hung over to think to ask for one. I submitted an Appreciation message on their site without the code but entered my FF and flight #. It's been a week and I have heard nothing. Did I basically miss the boat or is there still a chance for compensation?

exerda

I sent in a complaint recently very specifically indicating I did not want compensation but still felt the issue (whole plane's busted IFE, a lot of reading lights out, apathetic crew handling of the issue) worth sharing with UA.

The note I got back was actually pretty good in content, hitting on all my points and explaining they're working on instituting a new maintenance policy to check things like seat function, IFE, etc., over a more frequent interval.

And a "even though you specifically didn't want compensation, here's $200 for a valued 1K" tidbit, too.


If you don't have the skykit serial # and the site doesn't automatically recognize your flight (e.g. neither operations nor the captain sent in the necessary info), chances are slim you'll get anything from the appreciation site--seems like those complaints go straight into the bit bucket.

You could always send the appropriate customer relations address (1K Voice, etc.) an inquiry / complaint.

Not automatically sending apology e-mails or handing out appreciation forms, etc., for a 15-hour international delay is the typical inconsistency one expects from UA, though. You'll see a 2-hour delay on a domestic flight generate apology e-mails to the whole flight, and then you get an overnight delay on an international one and nada.

DenverF9Flier

I used to be 2P but now travel less frequently, what's the address for a lowly GM (or is it just not worth it?)

PTSBrian

I've been surprised that sometimes if you go to united.com/appreciation (without invitation) and enter your flight information, compensation is sometimes offered -- their system already knows that the flight had a problem.

But this time, my compensation was offered unrequested by a telephone agent (domestic call center). On a mini-MR, I was flying MCI-DEN-SFO-SEA. The MCI-DEN flight went MX the day before and I was auto-rebooked MCI-SFO nonstop. I did lose my already confirmed UDUs on mainline planes only to be waitlisted on a CR7. But I was still on the same SFO-SEA flight, and my upgrade on the CR7 cleared. For my "inconvenience," the agent offered me a $300 ecert (I don't recall the other choices, but I think they were standard.)

Funny thing, I was only taking the flight because I had a $250 ecert to burn before it expired...

exerda

Might be customervoice @ united.com though I'm not sure off the top of my head - you could also use the "Contact Us" form on United.com.

And yes, if I were a GM, I'd think a 15-hour international delay would be worth something to drive my future business to United (which is the whole point of the e-certs IMHO).