Missed connection and rebooked on next flight (24hrs) - typical compensation from UA?

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m_ratt

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Jun 26, 2010
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Not sure if this sub-forum is for MileagePlus queries only, but this is a query regarding United.

I was booked on UA 839 LAX-SYD last night, with connection from COS. The connection time was about 75 minutes which numerous UA staff assured me would be ok.

However, the COS-LAX leg was delayed by 60 minutes for operational reasons and then went tech as we were about to depart. We ended arriving in LAX 90 minutes late, by which time UA839 had departed for Sydney.

Despite being promised assistance with rebooking at the arrival gate there was no-one from UA to be seen, and the nearest service counter was unmanned. The self-serve kiosk kindly informed me that my flight had departed and I should reschedule. The next screen told me that I couldn't reschedule and that I should proceed with my original itinerary (right...?). Finally it informed me to speak to an agent, of which none could be found and telephone service said to find a real person for assistance.

Anyway, walked to the next terminal (from 8 to 7), to find another service counter and was rebooked on UA839 for tonight - a delay of 24 hours.

I was given a voucher for a single night stay at LAX Marriott, and a voucher for $15 for meals. I raised my eyebrows at this as checkout would be at 11am, leaving 10 hours to kill at the airport, and $15 would not even cover a single meal at airport/hotel prices. Agent simply shrugged. Was also advised that trying to retrieve luggage would be difficult and likely problematic, so no clean clothes or toiletries, yet no assistance.


Is this typical compensation? The hotel said I should have received a voucher for 2 nights so I wouldn't have to check out so early. The $15 went on breakfast. Flying in J with *Alliance Gold if that makes any difference.

Thanks.

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thewinchester

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Re: Missed connection and rebooked on next flight (24hrs) - typical compensation from

I couldn't speak on the typicality of UA compensation, but on the whole I would suggest it was less than impressive.

My view is I would have at least hoped they'd offer an emergency amenities kit, and an extra meal voucher. Heck, as a QPNB when I was delayed last year in SYD on a QF SYD-NRT Y- due to weather and diversions, we were able to retrieve our baggage, hotels and transfers fully covered, and an AUD20 meal voucher at check-in the next morning.
 

david-au-2000

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Re: Missed connection and rebooked on next flight (24hrs) - typical compensation from

I couldn't speak on the typicality of UA compensation, but on the whole I would suggest it was less than impressive. My view is I would have at least hoped they'd offer an emergency amenities kit, and an extra meal voucher. Heck, as a QPNB when I was delayed last year in SYD on a QF SYD-NRT Y- due to weather and diversions, we were able to retrieve our baggage, hotels and transfers fully covered, and an AUD20 meal voucher at check-in the next morning.

Not sure that an airline amenity kit would be that big a deal because don't most decent hotels have razor, toothbrush etc anyway, I've stayed at the LAX Hilton and it certainly does. But +1 for the paltry meal voucher, $15, what a joke especially for America where they all want tips.

Thewinchester, being able to retrieve your luggage was excellent service!

I was on a UA SYD-LAX flight once which was cancelled "due to technical difficulties", all pax had to make a lot of noise just to get taxi vouchers for those of us who lived in Sydney so we could get home, dont know what they did for people who had come from outside Sydney but in my dealings with UA I have never been very impressed with their attitude or service. In Europe airlines have a legal obligation to compensate pax for delays, can't see that ever happening in the USA but it would be good to have in AU!
 

thewinchester

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Re: Missed connection and rebooked on next flight (24hrs) - typical compensation from

Not sure that an airline amenity kit would be that big a deal because don't most decent hotels have razor, toothbrush etc anyway, I've stayed at the LAX Hilton and it certainly does. But +1 for the paltry meal voucher, $15, what a joke especially for America where they all want tips.
All good when you stay at a property of that calibre. However, hotel availability in SYD was tapped out that night due to at least 500+ pax across four carriers needing accom on the INT side where I was. I ended up getting the Hotel Formula 1 in Homebush, cut lunch and walking stick territory.

Thewinchester, being able to retrieve your luggage was excellent service!
I was happy with it, and it was pretty organised. Bags were just sent up via normal system to a belt in the hall and waiting for us when we reached the airline reps there.

I was on a UA SYD-LAX flight once which was cancelled "due to technical difficulties", all pax had to make a lot of noise just to get taxi vouchers for those of us who lived in Sydney so we could get home, dont know what they did for people who had come from outside Sydney but in my dealings with UA I have never been very impressed with their attitude or service.
I would suggest the quality of service during delays of this nature depends on the carrier presence at the port. If the carrier operates the facility as a hub or major port, you can usually expect decent service. However, if they contract it out to a ground operator then you're at their mercy with no carrier oversight during the event.
 

Jeffrey O'Neill

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Re: Missed connection and rebooked on next flight (24hrs) - typical compensation from

I would have though your travel insurance would have provided some money for meals, and maybe some clothing items as well since you didn't have access to your luggage?

I had a similar experience with UA many years ago. 48 hrs will nearly no sleep and i was ready to break down at LAX when a nice UA agent finally rescued me with a hotel voucher and meal voucher. The whole process seemed much harder than necessary.
 

cbourl

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Re: Missed connection and rebooked on next flight (24hrs) - typical compensation from

IMH expereince last year MEL-SYD-SFO-JFK
cancellation of MEL-SYD leg - SYD-SFO lesft as planned
United deliberately waited until it was too late to place Star Gold pax o nQF flights to make the SYD-SFO. The announcement made in the United Red Carpet Club that flight from MEL-SYD was cancelled - screaming ensued at United ground agents as I watched in amazement - intially I was told just to come back to airport tomorrow - then after stating I flew from Adleaide was offered a room at Hilton across from the airport and a $20 meal voucher - stayed at the Hilton - no points earned on my HHonours a/c - breakfast in MEL Airport hilton (gone now) asked 5 times for a long black with my brekkie and the waiter who could barely speak english didnt understand - eventually after speaking with a Hilton supervisor walked out telling them to forget breakfast - went to the Air NZ lounge and then the United Club and had some decent food
Used my trave linsurance to have a nice dinner (aged porterhouse at Wallah on Carlise Street,Balaklava, as wel las a few bottles of some nice Barkan Pinot which I took to SFO with me)
Wrote an email of complaint to United once I arrived in SFO - missed a good freind's kids bar mitzbah in SFO - got 7500 miles compo
Not too bad but when u miss an important event and aslo have a 5 day trip to US cut to 4days it was all a bit poor!

Now having said that, when I've had mechanical etc issues in Eu with Olympic,Aegean,Lufthansa SAS all the nice things written about compensation dont apply and you can argue with ground staff at MUC ATH FRA CPH etc til lyou are blue in the face and you wont see a dime of compensation
So really United dont do too badly!
 

dfcatch

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I've had 3 major delays / tech incidents on transpacifics in the last 12 years.

Both tech incidents were UA.

1st one aircraft went tech in LAX, I was in MEL - so they rebooked me onto QF.

2nd one aircraft went tech in LAX, 7 hour delay, finally left LAX at god knows what time in the morning.

3rd one QF was 7 hours late inbound from LAX, called me before I left MEL(to SYD), so that I didn't need to rush.
 

clifford

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Re: Missed connection and rebooked on next flight (24hrs) - typical compensation from

Now having said that, when I've had mechanical etc issues in Eu with Olympic,Aegean,Lufthansa SAS all the nice things written about compensation dont apply and you can argue with ground staff at MUC ATH FRA CPH etc til lyou are blue in the face and you wont see a dime of compensation
So really United dont do too badly!

Surely there are Euopean laws that state exactly what your compensaion will be.
 

og

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Re: Missed connection and rebooked on next flight (24hrs) - typical compensation from

Get what you can from the agent at the airport than write (not email) to complain and state just how much this has cost you and "why should I continue to give you my business" etc. The reply letter should offer miles, a nice fat MCO or a % discount voucher for future flight. Its usually more valuable just to get to the hotel ahead of everyone else and get a room at late o'clock than quibble over a taxi voucher.
 
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