Downgrading compensation - it's official!
Apr 27, 11, 11:45 am
#76
Formerly known as CollegeFlyer
Join Date: Jan 2004
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That's possible but I really do not think most people know even who to contact to get compensation and the people you mentioned, I am sure are a minority. I think it is coming from the CO corporate culture where the customer is wrong and they are right. Nothing more then that. 
Oh, right! That must be why I've had so many broken seat controls, audio jacks, and IFE systems on UA flights. The passengers right before me must have deliberately broken them to get compensation! Looks like CO nailed this one.
Last edited by iluv2fly; Apr 27, 11 at 10:31 pm Reason: merge
Apr 27, 11, 11:55 am
#77
Join Date: Mar 2010
Location: DAY
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Really not understanding the big financial windfall for United by killing off the ecerts for crappy service.
Wasn't too long ago that they were giving away 10% e-certs like crazy for the Optathon game.
A classic byproduct of merger....multiple personality disorder?
Why tick off your customers? Operations...meet Marketing.
Wasn't too long ago that they were giving away 10% e-certs like crazy for the Optathon game.
A classic byproduct of merger....multiple personality disorder?
Why tick off your customers? Operations...meet Marketing.
Apr 27, 11, 12:10 pm
#78
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But will the 6-6 scheme means UA/CO will not touch us at all?
Apr 27, 11, 12:20 pm
#79
Join Date: Apr 2005
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Maybe they will give a some leeway for the objective issues you mention?
Apr 27, 11, 9:11 pm
#80
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Apr 27, 11, 11:47 pm
#82
Join Date: Dec 2009
Location: WAS
Posts: 2,973
There is a benefit where you get 500 miles if you're in a middle seat, but I think that only happens on Mondays. I don't recall if all elites get it.
Apr 28, 11, 12:00 am
#83
Join Date: Apr 2006
Location: ASE
Programs: UA 1MM, Hertz PC, National EXC, Hyatt Explorist, AA/HHonors/Marriott Gold, IHG Platinum
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After a batch of many CO and UA flights in recent weeks, I fail to see how UA's customer service ranks below CO's. IME, the level of service on UA ranks above CO, and if this new downgrade is any indication, I am not pleased. I fly UA because I feel that they value my loyalty and listen to their "valued" loyal customers. Based on this thread, and the numerous threads about CO's day of UFC structure, I fail to see how CO will continue to win my business. I will wait to see how things shake out before jumping ship, but I do want those who are listening to hear this 1K's displeasure.
Apr 28, 11, 12:13 am
#84
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+1 UA planes are old but most seem to function without major issues. UA is quite generous compared with other carriers in this regard. The FAs on Qantas laughed when I asked them if I could get compensation for broken IFE on a recent flight. They noted they were shareholders and said the airline wouldn't make any money if they had to pay comp in such instances.
Apr 28, 11, 3:14 am
#85
Join Date: Aug 2008
Location: SFO
Programs: UA 1K / CO PLT
Posts: 539
+1 UA planes are old but most seem to function without major issues. UA is quite generous compared with other carriers in this regard. The FAs on Qantas laughed when I asked them if I could get compensation for broken IFE on a recent flight. They noted they were shareholders and said the airline wouldn't make any money if they had to pay comp in such instances.
Apr 28, 11, 6:41 am
#86
Join Date: Aug 2008
Location: DEN
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Posts: 1,950
As I read and digest more posts, I do think that 6 comps in 6 months is excessive, and I think that $25 or 500 miles is a major insult. I see these as two separate issues.
It shocks me that in all but rare cases, someone would get more than 6 comps in 6 months, so perhaps they should re-evaluate the severity of when they give comps and no longer give them for little things like plastic cutlery, foam cups, a mis-aimed reading light, or compliments, etc. (I have seen all of those posted in FT and I myself got a comp when I told them about how great an employee was).
As far as amounts, rather than giving it based on status, or a flat rate of $25, why not come up with a new system that dictates what type of comp, or a range, for various incidents. Yes, this can be subjective, but I think most can agree that inoperative IFE on a long haul flight is worth more than $25, and a broken reading light on a 2hr flight, is, well in my opinion the reason I carry a flashlight.
I think the UA system is far too generous, and also not narrowly tailored enough. When I have made what I considered a valid complaint, i.e. no meals loaded in F, no alcohol catered, etc. I have e-mailed, and not been offered comp. When I have complimented them for great service, told them I loved the food in P.S. or mentioned a tray tray was broken and the FA said she didn't have time to report it, I have been given comp despite thinking I should not receive any in those cases.
IMO, both systems are screwed up, UA is more generous, but doesn't know when to give comp appropriately. CO just doesn't care. Why not meet half way?
My co-worker sitting next to me says 100% of the time she has missed an upgrade, she gets 500 miles deposited, and two coupons print with her BP. She is a Diamond.
It shocks me that in all but rare cases, someone would get more than 6 comps in 6 months, so perhaps they should re-evaluate the severity of when they give comps and no longer give them for little things like plastic cutlery, foam cups, a mis-aimed reading light, or compliments, etc. (I have seen all of those posted in FT and I myself got a comp when I told them about how great an employee was).
As far as amounts, rather than giving it based on status, or a flat rate of $25, why not come up with a new system that dictates what type of comp, or a range, for various incidents. Yes, this can be subjective, but I think most can agree that inoperative IFE on a long haul flight is worth more than $25, and a broken reading light on a 2hr flight, is, well in my opinion the reason I carry a flashlight.
I think the UA system is far too generous, and also not narrowly tailored enough. When I have made what I considered a valid complaint, i.e. no meals loaded in F, no alcohol catered, etc. I have e-mailed, and not been offered comp. When I have complimented them for great service, told them I loved the food in P.S. or mentioned a tray tray was broken and the FA said she didn't have time to report it, I have been given comp despite thinking I should not receive any in those cases.
IMO, both systems are screwed up, UA is more generous, but doesn't know when to give comp appropriately. CO just doesn't care. Why not meet half way?
My co-worker sitting next to me says 100% of the time she has missed an upgrade, she gets 500 miles deposited, and two coupons print with her BP. She is a Diamond.
Apr 28, 11, 11:56 am
#87
Join Date: Jul 2005
Location: ORD
Posts: 177
Good move by UA. I've had UA status of one kind or another since 2003 and have only been compensated once, that for a late arrival and missed connection at NRT.
I hate the idea that the people who abuse the system or are otherwise unable to deal with a small inconvenience are denying the airline money that could be better spent in many other ways.
I hate the idea that the people who abuse the system or are otherwise unable to deal with a small inconvenience are denying the airline money that could be better spent in many other ways.
Apr 28, 11, 2:15 pm
#88
Join Date: Feb 2005
Location: LHR
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Posts: 1,065
I felt ashamed of myself for writing in at all, but when I'm used to getting $200 or so for such problems, why wouldn't I write in?
Apr 28, 11, 2:30 pm
#89
Join Date: Aug 2008
Location: DEN
Programs: Recovering after 7 years of UA 1K, Still UA Silver (Which means nothing), Marriott Lifetime Plat Pre
Posts: 1,950
I wrote in about a broken overhead light and non-reclining seat in domestic F (upgraded by CR-1). I was told that they would not compensate me this time because of already being compensated for similar issues in the past.
I felt ashamed of myself for writing in at all, but when I'm used to getting $200 or so for such problems, why wouldn't I write in?
I felt ashamed of myself for writing in at all, but when I'm used to getting $200 or so for such problems, why wouldn't I write in?
How it reads to me:
You: Your Plane is broken and caused me inconvenience.
UA: Have $200
You: Your plane is still broken and caused further inconvenience.
UA: We already gave you something, so shut up.
Apr 28, 11, 5:33 pm
#90
FlyerTalk Evangelist
Join Date: Dec 2002
Location: Danville, CA, USA;
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Posts: 14,820
As I read and digest more posts, I do think that 6 comps in 6 months is excessive, and I think that $25 or 500 miles is a major insult. I see these as two separate issues.
It shocks me that in all but rare cases, someone would get more than 6 comps in 6 months, so perhaps they should re-evaluate the severity of when they give comps and no longer give them for little things like plastic cutlery, foam cups, a mis-aimed reading light, or compliments, etc. (I have seen all of those posted in FT and I myself got a comp when I told them about how great an employee was).
As far as amounts, rather than giving it based on status, or a flat rate of $25, why not come up with a new system that dictates what type of comp, or a range, for various incidents. Yes, this can be subjective, but I think most can agree that inoperative IFE on a long haul flight is worth more than $25, and a broken reading light on a 2hr flight, is, well in my opinion the reason I carry a flashlight.
I think the UA system is far too generous, and also not narrowly tailored enough. When I have made what I considered a valid complaint, i.e. no meals loaded in F, no alcohol catered, etc. I have e-mailed, and not been offered comp. When I have complimented them for great service, told them I loved the food in P.S. or mentioned a tray tray was broken and the FA said she didn't have time to report it, I have been given comp despite thinking I should not receive any in those cases.
IMO, both systems are screwed up, UA is more generous, but doesn't know when to give comp appropriately. CO just doesn't care. Why not meet half way?
.
It shocks me that in all but rare cases, someone would get more than 6 comps in 6 months, so perhaps they should re-evaluate the severity of when they give comps and no longer give them for little things like plastic cutlery, foam cups, a mis-aimed reading light, or compliments, etc. (I have seen all of those posted in FT and I myself got a comp when I told them about how great an employee was).
As far as amounts, rather than giving it based on status, or a flat rate of $25, why not come up with a new system that dictates what type of comp, or a range, for various incidents. Yes, this can be subjective, but I think most can agree that inoperative IFE on a long haul flight is worth more than $25, and a broken reading light on a 2hr flight, is, well in my opinion the reason I carry a flashlight.
I think the UA system is far too generous, and also not narrowly tailored enough. When I have made what I considered a valid complaint, i.e. no meals loaded in F, no alcohol catered, etc. I have e-mailed, and not been offered comp. When I have complimented them for great service, told them I loved the food in P.S. or mentioned a tray tray was broken and the FA said she didn't have time to report it, I have been given comp despite thinking I should not receive any in those cases.
IMO, both systems are screwed up, UA is more generous, but doesn't know when to give comp appropriately. CO just doesn't care. Why not meet half way?
.
We can easily construct a proposal matrix for 1K voice, no, along these lines:
Domestic/International
Flight Length >2 hours/2-5 hours/6+
Nature of Problem:
Flight Delay/Cancel
Broken Seat
Broken IFE
Broken light/charger
Meal issue
Toilet
Service issue
Other
I would think UA has this already but it sounds like nobody has really given an y thought to what would make sense or be appropriate.
