fastair

Lol, no offense intended.

chitownflyer

The purpose of compensation is for the airline to make up when something goes wrong. It is both an apology and an incentive to induce future business while trying to retain the customer's loyalty. A broken IFE on a one hour flight is quite different than broken IFE on a transcon or TransPac. United should try and recognize this and still make customers satisfied at their apology. It is far easier to keep existing customers than to try and gain new ones.

mikelat

Paid First? or upgraded to First?

edwards183

Let’s face it. Someone probably did a six sigma project on compensation requests and costs during the merger discovery, then compared it to a similar project at CO and looked at the variances. Then they crafted a new policy. They probably are trying to get rid of skykits due to the fact that there are no controls in place for CS management, and that the issuance of compensation should be purely a customer service function.

mahasamatman

But, as with 95% of the rest of the "merger", the new policy is just CO's old policy.

sbm12

They can do this and policy says that they do make it free plane-wide after a certain amount of delay. I do not know what the threshold is but I suppose it is more than 1 hour based on your experience.

kb1992

I don't like most of CO's old policy.

This merger sucks.

lhrsfo

I agree that this would make compensation a more subjective thing and that sounds like a huge improvement. The problem is that people react differently to different issues. Personally, a broken reading light would be a disaster unless I'm sitting by the window on a day flight, but broken overhead IFE would be a blessing. So compensation does need to be put into perspective, and that perspective is something which only the complainant can provide.

Having said that, I am a 1K and have been for 3 years now and I have never received any compensation from UA for anything (they did put me up for one night going PVD-IAD-PIT because I would have missed the IAD connection, despite protestations that a taxi from IAD might have been cheaper!), so I'm guessing this policy is not going to affect me very much.

Renard

All of this is very predictable. This is what comes next... any issues that they have are somehow really OUR fault.

And yes...the best is yet to come.

Ancien Maestro

CO merger.. hopefully it doesn't eliminate too many flights with UA.. sure do like the choices and more flight availability.

Personally, I think delays shouldn't be compensated unless they are significant delays that causes 1) passengers to stay at a hotel overnight 2) if missed connections, have it rebooked to the satisfaction of the customer 3) a few meal tickets 4) additional compensation if warranted based on each special case.

Downgrade compensation should be 2 or 3 times the value of the difference, and optional imo.

qoodoo

I only send in complaints due to misconnect and having to overnight it. Which has been 3 times in the past 3 years. Otherwise I don't even waste my time lol. I'm guessing there are quite a few guys looking for anything to write about on every one of their flights.

BTW I had my DirectTv not work last month after paying...but they refunded the charge after an email. Also my seat had a broken armrest but I didn't even think about sending in an email. Even though I was in an aisle seat. So I can see how people could essentially game the system with every little minute problem.

N1120A

I doubt that completely. For various reasons.

If I got 500 mi in "compensation", I would send in a complaint about it. Its almost as bad as the snark the UA "customer service" people have been sending out in their emails lately.

I don't like DL generally, but that is a great policy.

I totally forgot about Optathon. It goes to show that certs don't hurt the bottom line much at all.

Also, there is basically no windfall, especially considering the amount of breakage. Just a bunch of pissed off high level elites.

Absolutely. I think UA's GM minimum is/was $75.

You have got to be kidding me. Unless its a night flight, I don't see that as a reason to compensate (by email anyway), but a non-reclining seat that should recline should ALWAYS be compensated. Especially in F. Anyway, this is what skykits are for. The FAs verify the break and CS doesn't have to "apologize."

Yeah, its totally rich.

Oh come on Fasty, didn't you read the OP's whole comment? They are a 1K who ended up with a pretty lengthy misconnect. Its not as if they are some GM on their once a year trip to Disney. An RCC pass is appropriate.

weirdlyndon

Compensation for a GM is $50. Had a friend get an e-cert at the end of Jan. She had no status and it was for $50.

CMK10

And 2P now gets $75 (as I learned last week) proving that 2P is indeed the new GM

Doug 1029

This thread "Downgrading compensation - it's official!" has not been my experience in the last few months. Also when I read the thread on compensation, it would seem that the compensation levels have not been donwgraded.