Summary of Amenities Provided Due to UA/UAX Controllable Delays/Cancellations/Weather
Jul 8, 2008, 9:40 pm
#1
Original Poster
Join Date: Jul 2008
Posts: 1
S*UAL/INVOLUNTARY REROUTE-AMENITY UPDATED 13JUN08
GENERAL POLICY »S*R.G
STAR ALLIANCE POLICY »S*R.G
AMENITIES »S*R.C
INVOLUNTARY REROUTING »S*UAL/INVOLUNTARY REROUTE
(INCLUDING DOMESTIC PORTIONS OF AN INTL ITINERARY) CUSTOMERS
-----GENERAL POLICY-----
- NOTE: THE DECISION TO PROVIDE AMENITIES REST WITH THE
AIRPORT OPERATIONS DIVISION ONLY. RESERVATIONS WILL
NOT BE INVOLVED IN THIS PROCESS BUT SHOULD BE
AWARE IN CASE OF CUSTOMER INQUIRIES.
STAR ALLIANCE:
- FOR CONSISTENT CUSTOMER SERVICE PROCESSES DURING AN
IRREGULAR OPERATION...COMMON POLICIES AND PROCEDURES
HAVE BEEN AGREED TO BY THE STAR ALLIANCE CARRIERS.
- THESE PROCEDURES APPLY TO ALL CONFIRMED AND/OR ACCEPTED
CUSTOMERS REGARDLESS OF THE CLASS OF TRAVEL
THROUGHOUT THE STAR ALLIANCE NETWORK. WE ALSO
RECOGNIZE AND GIVE PRIORITY TO OUR PREMIUM CLASS AND
MOST VALUED FREQUENT FLYER CUSTOMERS WHEN CONSIDERING
THE PROVISION OF THESE SERVICES.
***HOTEL AND $15 MEAL VOUCHER***
ONLY 1 NIGHTS LODGING AND A $15 MEAL VOUCHER MAY BE
PROVIDED FOR FLIGHT INTERRUPTION IF AT LEAST 1 OF THE
FOLLOWING CRITERIA ARE MET:
- FLIGHT CANCELLATION ATTRIBUTED TO REASON WITHIN UA CONTROL
AND UNABLE TO ACCOMMODATE CUSTOMER TO THEIR SCHEDULED
DESTINATION BY THE LAST DEPARTURE OF THE DAY.
- CUSTOMER MISCONNECTS DUE TO FLIGHT DELAY WITHIN UNITEDS
CONTROL AND UNABLE TO ACCOMMODATE CUSTOMER TO THEIR
SCHEDULED DESTINATION BY THE LAST DEPARTURE OF THE DAY.
- ANY FLIGHT INTERRUPTION INCLUDING THOSE CAUSED BY WEATHER
OR ATC THAT RESULTS IN GS/1K/PASSPLUS/UF/UB OR STAR GOLD
(INCLUDING DOMESTIC PORTIONS OF AN INTL ITINERARY) CUSTOMERS
BEING UNABLE TO REACH THEIR SCHEDULED DESTINATION BY THE
LAST DEPARTURE OF THE DAY.
- FLIGHT DIVERSION TO NON-SCHEDULED STOPPING POINT AND UNABLE
TO ACCOMMODATE CUSTOMER TO THEIR SCHEDULED DESTINATION
BY THE LAST DEPARTURE OF THE DAY.
*LODGING WILL NOT BE PROVIDED TO ANY CUSTOMER WHEN A
FLIGHT DIVERSION OCCURS AMONG ONE OF THE FOLLOWING
AIRPORT GROUPINGS: DCA/IAD/BWI - FLL/MIA - LAX/ONT/LGB -
EWR/JFK/LGA - OAK/SFO - SJC/SFO - ORD/MKE.
NOTE: WHEN LODGING IS PROVIDED THE HOTELS COURTESY
TRANSPORTATION SHOULD BE USED TO/FROM THE HOTEL. ONLY WHEN
THE AUTHORIZED HOTEL DOES NOT HAVE COURTESY TRANSPORTATION
SHOULD A GROUND TRANSPORTATION VOUCHER BE ISSUED FOR THIS
PURPOSE AND IT SHOULD NOT EXCEED $25 ONE WAY - TWO $25
VOUCHERS MAY BE ISSUED FOR THE CUSTOMERS ROUND TRIP.
.
***GROUND TRANSPORTATION IN LIEU OF HOTEL/MEAL VOUCHER***
WHEN ECONOMICALLY JUSTIFIED GROUND TRANSPORTATION MAY BE GIVEN
TO A CUSTOMER TO REACH THEIR SCHEDULED DESTINATION OR AN
ALTERNATE AIRPORT. GROUND TRANSPORTATION MAY NEVER EXCEED
$100 PER CUSTOMER OR $250 FOR A GS CUSTOMER. GROUND
TRANSPORTATION MAY BE PROVIDED TO THE ORIGINAL DESTINATION
AIRPORT IN LIEU OF A REFUND. THEREFORE THE APPLICABLE FLIGHT
SEGMENT MUST BE VOIDED.
.
THIS POLICY INCLUDES BUS OPERATIONS (E.G. MUST HAVE AT LEAST
20 CUSTOMERS TO CHARTER A $2000 BUS). LOCAL MANAGEMENT SHOULD
BE AWARE OF AND USE THE MOST EFFICIENT AND ECONOMICAL SERVICE
PROVIDERS. COORDINATION BETWEEN POINTS OF OPERATION IS
ESSENTIAL TO FULLY UTILIZE CHARTERED BUSES.
.
***BEVERAGE CARTS**
FOR PS OR INTERNATIONAL DEPARTURES IN WHICH WE OFFER A
COMPLIMENTARY MEAL A BEVERAGE CART MAY BE USED WHEN THERE
ARE LENGTHY DELAYS OF MORE THAN TWO (2) HOURS.
.
***PHONE***
CUSTOMERS MAY BE ALLOWED ONE 3-MINUTE CALL UTILZING UNITEL
WHENEVER POSSIBLE.
.
RESOURCES: SEE CUSTOMER SERVICE MANUAL IN WEBREGS
CHAPTER 16-IRREGULAR OPERATIONS
FOR ADDITIONAL INFORMATION
DELETE: N/A OWNER: WHQCS UPDATE: »S*H
GENERAL POLICY »S*R.G
STAR ALLIANCE POLICY »S*R.G
AMENITIES »S*R.C
INVOLUNTARY REROUTING »S*UAL/INVOLUNTARY REROUTE
(INCLUDING DOMESTIC PORTIONS OF AN INTL ITINERARY) CUSTOMERS
-----GENERAL POLICY-----
- NOTE: THE DECISION TO PROVIDE AMENITIES REST WITH THE
AIRPORT OPERATIONS DIVISION ONLY. RESERVATIONS WILL
NOT BE INVOLVED IN THIS PROCESS BUT SHOULD BE
AWARE IN CASE OF CUSTOMER INQUIRIES.
STAR ALLIANCE:
- FOR CONSISTENT CUSTOMER SERVICE PROCESSES DURING AN
IRREGULAR OPERATION...COMMON POLICIES AND PROCEDURES
HAVE BEEN AGREED TO BY THE STAR ALLIANCE CARRIERS.
- THESE PROCEDURES APPLY TO ALL CONFIRMED AND/OR ACCEPTED
CUSTOMERS REGARDLESS OF THE CLASS OF TRAVEL
THROUGHOUT THE STAR ALLIANCE NETWORK. WE ALSO
RECOGNIZE AND GIVE PRIORITY TO OUR PREMIUM CLASS AND
MOST VALUED FREQUENT FLYER CUSTOMERS WHEN CONSIDERING
THE PROVISION OF THESE SERVICES.
***HOTEL AND $15 MEAL VOUCHER***
ONLY 1 NIGHTS LODGING AND A $15 MEAL VOUCHER MAY BE
PROVIDED FOR FLIGHT INTERRUPTION IF AT LEAST 1 OF THE
FOLLOWING CRITERIA ARE MET:
- FLIGHT CANCELLATION ATTRIBUTED TO REASON WITHIN UA CONTROL
AND UNABLE TO ACCOMMODATE CUSTOMER TO THEIR SCHEDULED
DESTINATION BY THE LAST DEPARTURE OF THE DAY.
- CUSTOMER MISCONNECTS DUE TO FLIGHT DELAY WITHIN UNITEDS
CONTROL AND UNABLE TO ACCOMMODATE CUSTOMER TO THEIR
SCHEDULED DESTINATION BY THE LAST DEPARTURE OF THE DAY.
- ANY FLIGHT INTERRUPTION INCLUDING THOSE CAUSED BY WEATHER
OR ATC THAT RESULTS IN GS/1K/PASSPLUS/UF/UB OR STAR GOLD
(INCLUDING DOMESTIC PORTIONS OF AN INTL ITINERARY) CUSTOMERS
BEING UNABLE TO REACH THEIR SCHEDULED DESTINATION BY THE
LAST DEPARTURE OF THE DAY.
- FLIGHT DIVERSION TO NON-SCHEDULED STOPPING POINT AND UNABLE
TO ACCOMMODATE CUSTOMER TO THEIR SCHEDULED DESTINATION
BY THE LAST DEPARTURE OF THE DAY.
*LODGING WILL NOT BE PROVIDED TO ANY CUSTOMER WHEN A
FLIGHT DIVERSION OCCURS AMONG ONE OF THE FOLLOWING
AIRPORT GROUPINGS: DCA/IAD/BWI - FLL/MIA - LAX/ONT/LGB -
EWR/JFK/LGA - OAK/SFO - SJC/SFO - ORD/MKE.
NOTE: WHEN LODGING IS PROVIDED THE HOTELS COURTESY
TRANSPORTATION SHOULD BE USED TO/FROM THE HOTEL. ONLY WHEN
THE AUTHORIZED HOTEL DOES NOT HAVE COURTESY TRANSPORTATION
SHOULD A GROUND TRANSPORTATION VOUCHER BE ISSUED FOR THIS
PURPOSE AND IT SHOULD NOT EXCEED $25 ONE WAY - TWO $25
VOUCHERS MAY BE ISSUED FOR THE CUSTOMERS ROUND TRIP.
.
***GROUND TRANSPORTATION IN LIEU OF HOTEL/MEAL VOUCHER***
WHEN ECONOMICALLY JUSTIFIED GROUND TRANSPORTATION MAY BE GIVEN
TO A CUSTOMER TO REACH THEIR SCHEDULED DESTINATION OR AN
ALTERNATE AIRPORT. GROUND TRANSPORTATION MAY NEVER EXCEED
$100 PER CUSTOMER OR $250 FOR A GS CUSTOMER. GROUND
TRANSPORTATION MAY BE PROVIDED TO THE ORIGINAL DESTINATION
AIRPORT IN LIEU OF A REFUND. THEREFORE THE APPLICABLE FLIGHT
SEGMENT MUST BE VOIDED.
.
THIS POLICY INCLUDES BUS OPERATIONS (E.G. MUST HAVE AT LEAST
20 CUSTOMERS TO CHARTER A $2000 BUS). LOCAL MANAGEMENT SHOULD
BE AWARE OF AND USE THE MOST EFFICIENT AND ECONOMICAL SERVICE
PROVIDERS. COORDINATION BETWEEN POINTS OF OPERATION IS
ESSENTIAL TO FULLY UTILIZE CHARTERED BUSES.
.
***BEVERAGE CARTS**
FOR PS OR INTERNATIONAL DEPARTURES IN WHICH WE OFFER A
COMPLIMENTARY MEAL A BEVERAGE CART MAY BE USED WHEN THERE
ARE LENGTHY DELAYS OF MORE THAN TWO (2) HOURS.
.
***PHONE***
CUSTOMERS MAY BE ALLOWED ONE 3-MINUTE CALL UTILZING UNITEL
WHENEVER POSSIBLE.
.
RESOURCES: SEE CUSTOMER SERVICE MANUAL IN WEBREGS
CHAPTER 16-IRREGULAR OPERATIONS
FOR ADDITIONAL INFORMATION
DELETE: N/A OWNER: WHQCS UPDATE: »S*H
Jul 8, 2008, 9:45 pm
#2
FlyerTalk Evangelist
Join Date: Jan 2002
Location: Greater DC
Programs: UA plus
Posts: 12,943
Nice first post ... methinks you've been here before
but welcome to FT regardless!
Jul 8, 2008, 9:48 pm
#3
Join Date: May 2005
Programs: UA MM, AS MVP Gold, Marriott Titanium
Posts: 2,110
So it looks like 1K's are hosed by this as well?
Jul 8, 2008, 9:51 pm
#4
Join Date: Jul 2004
Location: SNA
Programs: AA EXP, UA 1K (until it expires then never again), *wood Plat, Marriott Gold
Posts: 9,239
No.
ONLY 1 NIGHTS LODGING AND A $15 MEAL VOUCHER MAY BE
PROVIDED FOR FLIGHT INTERRUPTION IF AT LEAST 1 OF THE
FOLLOWING CRITERIA ARE MET:
- FLIGHT CANCELLATION ATTRIBUTED TO REASON WITHIN UA CONTROL
AND UNABLE TO ACCOMMODATE CUSTOMER TO THEIR SCHEDULED
DESTINATION BY THE LAST DEPARTURE OF THE DAY.
- CUSTOMER MISCONNECTS DUE TO FLIGHT DELAY WITHIN UNITEDS
CONTROL AND UNABLE TO ACCOMMODATE CUSTOMER TO THEIR
SCHEDULED DESTINATION BY THE LAST DEPARTURE OF THE DAY.
- ANY FLIGHT INTERRUPTION INCLUDING THOSE CAUSED BY WEATHER
OR ATC THAT RESULTS IN GS/1K/PASSPLUS/UF/UB OR STAR GOLD
(INCLUDING DOMESTIC PORTIONS OF AN INTL ITINERARY) CUSTOMERS
BEING UNABLE TO REACH THEIR SCHEDULED DESTINATION BY THE
LAST DEPARTURE OF THE DAY.
PROVIDED FOR FLIGHT INTERRUPTION IF AT LEAST 1 OF THE
FOLLOWING CRITERIA ARE MET:
- FLIGHT CANCELLATION ATTRIBUTED TO REASON WITHIN UA CONTROL
AND UNABLE TO ACCOMMODATE CUSTOMER TO THEIR SCHEDULED
DESTINATION BY THE LAST DEPARTURE OF THE DAY.
- CUSTOMER MISCONNECTS DUE TO FLIGHT DELAY WITHIN UNITEDS
CONTROL AND UNABLE TO ACCOMMODATE CUSTOMER TO THEIR
SCHEDULED DESTINATION BY THE LAST DEPARTURE OF THE DAY.
- ANY FLIGHT INTERRUPTION INCLUDING THOSE CAUSED BY WEATHER
OR ATC THAT RESULTS IN GS/1K/PASSPLUS/UF/UB OR STAR GOLD
(INCLUDING DOMESTIC PORTIONS OF AN INTL ITINERARY) CUSTOMERS
BEING UNABLE TO REACH THEIR SCHEDULED DESTINATION BY THE
LAST DEPARTURE OF THE DAY.
Jul 8, 2008, 10:00 pm
#5
Join Date: Dec 2007
Location: Gotham City
Programs: Rapid Rewards, Skymiles, HHonors, Amex MR; Browns, Cavs, Indians, and Buckeyes Season Ticket Holder
Posts: 2,027
To the people who keep saying that Economy passengers aren't getting food on board, so why would they get food on the ground...I'd assume because the passenger wasn't expecting an extra 2 hours of sitting here on the ground??
I have been overnighted LAX-LAS-CMH. LAX-LAS flight arrived late ATC, then had mechanical issue, so I would've missed my connection in LAS. Flown to Chicago, then had hotel in Chicago, took the first flight CMH. Given a $9 food voucher and hotel voucher...$9 wasn't enough at LAX, and got free breakfast at the hotel from HHonors status.
ETA: I don't know how it works at each station, but at MDW, SWA put me up in a DoubleTree
ETA: I don't know how it works at each station, but at MDW, SWA put me up in a DoubleTree
Last edited by sammy0623; Jul 8, 2008 at 11:46 pm
Jul 8, 2008, 10:35 pm
#6
Moderator: Luxury Hotels and FlyerTalk Evangelist
Join Date: Sep 2002
Location: Palo Alto, California,USA
Posts: 17,856
I am having a harder and harder time distinguishing UA, AA, and Delta from a low cost carrier. I figure one more devaluation of the frequent flyer program will just about do it, when added to all these other annoyances.
Notice that "alternate ground transport" max is $100 per passenger -- including 1k's -- but $250 for a GS.
In case of an unfortunate overnight, do I have the option to take whatever UA is paying for a crappy hotel and apply it to the kind of hotel I stay in normally?
Notice that "alternate ground transport" max is $100 per passenger -- including 1k's -- but $250 for a GS.
In case of an unfortunate overnight, do I have the option to take whatever UA is paying for a crappy hotel and apply it to the kind of hotel I stay in normally?
Jul 8, 2008, 11:03 pm
#7
Used to be 'g_leyser'
Join Date: Jul 2002
Location: Brandon Johnson International Airport (expect delays)
Programs: AA PlatPro, HH Gold, Bonvoy Gold, IHG Plat, Reno Air MEGA Platinum
Posts: 10,039
Jul 9, 2008, 5:20 am
#8
FlyerTalk Evangelist
Join Date: Jan 2002
Location: Greater DC
Programs: UA plus
Posts: 12,943
LODGING WILL NOT BE PROVIDED TO ANY CUSTOMER WHEN A
FLIGHT DIVERSION OCCURS AMONG ONE OF THE FOLLOWING
AIRPORT GROUPINGS: DCA/IAD/BWI - FLL/MIA - LAX/ONT/LGB -
EWR/JFK/LGA - OAK/SFO - SJC/SFO - ORD/MKE.
FLIGHT DIVERSION OCCURS AMONG ONE OF THE FOLLOWING
AIRPORT GROUPINGS: DCA/IAD/BWI - FLL/MIA - LAX/ONT/LGB -
EWR/JFK/LGA - OAK/SFO - SJC/SFO - ORD/MKE.
Jul 9, 2008, 6:30 am
#9
Join Date: Mar 2005
Location: Seattle, WA
Programs: DL Diamond, UA 1K MM, SPG Plat For Life, Marriott Plat, Nexus/GlobalEntry
Posts: 9,198
No. What that means is if there is a diversion from one airport in those groupings to another in the same grouping there will be no accomodation provided. So if your flight to ORD is diverted to MKE , you're on your own.
Jul 9, 2008, 3:44 pm
#11
Join Date: Jul 2005
Location: RIC
Programs: UA 1K MM
Posts: 3,387
No, read it more closely. It pertains to large metropolitan areas with more than one airport. It says that, if your DCA-bound flight diverts to IAD, United will not provide a hotel. If your JFK-bound flight diverts to LGA or EWR, United will not provide a hotel ... and so forth.
Jul 9, 2008, 5:01 pm
#12
Join Date: May 2008
Location: ORD
Programs: UA1K, SPG Plat
Posts: 81
Except United flyers aren't required to fly on old MD aircraft that just had additional airworthiness directives slapped on them due to their old age and sad state of repair.
Jul 23, 2008, 8:48 pm
#13
Join Date: Feb 2000
Location: Chicago
Programs: UA 1K, AA Gold
Posts: 3,640
But then comes the kicker. Where is my meal voucher? She tells me that UA only gives meal vouchers for 1Ks now. I tell her I specifically asked and was told I would get a meal voucher BEFORE giving up my seat. Her first response was tough; after I pressed she told me to get one from GA when I arrived MKE. I get to MKE and the guy said he would if he could but he couldn't even access the flight record, that he would need to do that to give me a voucher.
Anyhow not a huge deal for me as I probably wouldn't have used the meal voucher, and the hotel they put me up in has free breakfast.
May 12, 2009, 5:27 pm
#14
Join Date: May 2009
Location: San Diego
Programs: UA GS
Posts: 37
*LODGING WILL NOT BE PROVIDED TO ANY CUSTOMER WHEN A FLIGHT DIVERSION OCCURS AMONG ONE OF THE FOLLOWING AIRPORT GROUPINGS: DCA/IAD/BWI - FLL/MIA - LAX/ONT/LGB - EWR/JFK/LGA - OAK/SFO - SJC/SFO - ORD/MKE.
May 12, 2009, 7:03 pm
#15
Join Date: Feb 2005
Location: Boulder, CO
Programs: UA, AA, WN; HH, MR, IHG
Posts: 7,054
It's not that interesting... all of those groups are co-terminals and are considered "close enough" that surface transport should suffice in lieu of overnight accommodations. If I were flying to SFO but ended up diverting to OAK, I would in no way expect overnight accommodations... I would expect them only to cover surface travel back to SFO, if necessary (e.g. to retrieve a car or catch a connecting flight).