Multi-Day Weather Delay - 1K Accommodation Rules?
Sep 12, 2008 | 3:24 pm
#1
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Multi-Day Weather Delays - Anyone Stuck in NRT UA 853 TPE? Cancelled 3rd Day!
UA 853 NRT TPE was cancelled on 9/12. The decision was made by HDQ really late and no one got moved to other flights that all operated and landed fine in TPE.
UA would not rebook people on UA 853 for 9/13 and only relucantly protected me on UA 853 9/14 when I asked.
Questions/Notes:
1 - anyone else stuck here and want to meet?
2 - they took care of hotel for 1 night for F/C/1K/GS but said they would only do this for 1 night - it looks like we could be stuck for days - slow moving typhoon. Any suggestions on that?
3 - I was not happy with the fact they decided to cancel so late (decided 20+ minutes after scheduled departure time waiting for HDQ SOC decision) and it looks like it was the wrong decision (would have been able to land and turn around 13 SEP TPENRT fine - now 2 cancelled flight) - I understand why they do this to protect themselves. However, if all the other airlines operated and they really screwed up with their decisions, would passengers have ground for arguing compensation for expenses incurred in Japan?
4 - What should I do? They printed out and endorsed the paper ticket. My strategy is to stick with UA/NH for better treatment in case of more irregularity (and my 2 bags are over 50 lbs - I think other airlines might try to charge me). I suppose once I use that paper ticket on another carrier, I become the other carrier's problem? (Say if I turn the ticket in on BR and the BR flight gets cancelled/delayed, I guess at that point, I become BR's problem?)
5 - What should I do here to keep myself entertained?
6 - The ideal situation is to go into the NH lounge on the airside. Any way to do that in this situation (i.e. check in / stand by and wait there)?
7 - It is a paid Y ticket upgraded to C using SWU. I suppose I am within my full right to ask UA to WL me for C if I take UA's flight without pulling another SWU? (I don't expect to fly C on any other carrier, including NH.)
Thanks.
UA would not rebook people on UA 853 for 9/13 and only relucantly protected me on UA 853 9/14 when I asked.
Questions/Notes:
1 - anyone else stuck here and want to meet?
2 - they took care of hotel for 1 night for F/C/1K/GS but said they would only do this for 1 night - it looks like we could be stuck for days - slow moving typhoon. Any suggestions on that?
3 - I was not happy with the fact they decided to cancel so late (decided 20+ minutes after scheduled departure time waiting for HDQ SOC decision) and it looks like it was the wrong decision (would have been able to land and turn around 13 SEP TPENRT fine - now 2 cancelled flight) - I understand why they do this to protect themselves. However, if all the other airlines operated and they really screwed up with their decisions, would passengers have ground for arguing compensation for expenses incurred in Japan?
4 - What should I do? They printed out and endorsed the paper ticket. My strategy is to stick with UA/NH for better treatment in case of more irregularity (and my 2 bags are over 50 lbs - I think other airlines might try to charge me). I suppose once I use that paper ticket on another carrier, I become the other carrier's problem? (Say if I turn the ticket in on BR and the BR flight gets cancelled/delayed, I guess at that point, I become BR's problem?)
5 - What should I do here to keep myself entertained?
6 - The ideal situation is to go into the NH lounge on the airside. Any way to do that in this situation (i.e. check in / stand by and wait there)?
7 - It is a paid Y ticket upgraded to C using SWU. I suppose I am within my full right to ask UA to WL me for C if I take UA's flight without pulling another SWU? (I don't expect to fly C on any other carrier, including NH.)
Thanks.
Last edited by username; Sep 13, 2008 at 4:25 pm Reason: Typo
Sep 12, 2008 | 3:26 pm
#2
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Is a typhone (sic) anything like a typhoon?
Even though other flights may have landed fine, the outcome was not guaranteed. They made a valid decision based on the weather. It's always better to be on the ground wishing you were in the air than the other way around.
Even though other flights may have landed fine, the outcome was not guaranteed. They made a valid decision based on the weather. It's always better to be on the ground wishing you were in the air than the other way around.
Sep 12, 2008 | 3:49 pm
#3
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Is a typhone (sic) anything like a typhoon?
Even though other flights may have landed fine, the outcome was not guaranteed. They made a valid decision based on the weather. It's always better to be on the ground wishing you were in the air than the other way around.
Even though other flights may have landed fine, the outcome was not guaranteed. They made a valid decision based on the weather. It's always better to be on the ground wishing you were in the air than the other way around.
I understand they would not want to have crew/plane out of position. NO ONE ELSE cancelled so I think it was purely an operational decision. So, in my mind, if they really did this for their benefit, then the least they should do is to take care of us a little better. I know for them, this is under the WX rule...
I know I know, I am expecting too much
Sep 12, 2008 | 3:53 pm
#4
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I definitely agree there. Unfortunately, UA really seems to have very little compassion for non-elites (or maybe even non-1Ks) in irregular ops.
Sep 12, 2008 | 7:21 pm
#5
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Join Date: May 2001
Posts: 11,711
Multi-Day Weather Delays - Anyone Stuck in NRT UA 853 TPE? Cancelled 3rd Day!
Hi...I know UA has this matrix that says 1K will be accommodated even for weather delays. What I wonder is what the rule is for multi-day delays?
I am stuck in NRT as there is a slow moving storm toward TPE. UA NRT said they will only accommodate for 1 night. They printed out the ticket coupon (W fare upgraded to NC so it is a Y ticket) so it is almost like I am on my own.
What is the best way to handle it? That is, should I even try to get them to take care of the other days at the airport? (I doubt writing a letter later would help?)
Thanks.
I am stuck in NRT as there is a slow moving storm toward TPE. UA NRT said they will only accommodate for 1 night. They printed out the ticket coupon (W fare upgraded to NC so it is a Y ticket) so it is almost like I am on my own.
What is the best way to handle it? That is, should I even try to get them to take care of the other days at the airport? (I doubt writing a letter later would help?)
Thanks.
Last edited by username; Sep 13, 2008 at 4:26 pm
Sep 12, 2008 | 8:00 pm
#6
Join Date: Jul 2005
Location: RIC
Programs: UA 1K MM
Posts: 3,454
It also says that the decision to provide accomodations rests with certain United representatives - it's not just a given benefit.
Sep 13, 2008 | 2:35 am
#7
Join Date: Jul 2003
Location: SFO
Programs: COdbaUA Platinum 2MM
Posts: 5,602
Most flights in and out of TPE are cancelled today, 13 Sept.
Sep 13, 2008 | 6:47 am
#9
Join Date: Feb 2005
Location: PHL
Programs: AA EXP MM, HHonors Lifetime Diamond, Marriott Lifetime Ti, UA Silver
Posts: 5,218
From FT sources this is the latest. The matrix is a bit difficult to read, but you've got some time to interpret it 
:
:Code:
S*UAL/INVOLUNTARY REROUTE-AMENITY UPDATED 12JUN06 GENERAL POLICY ]S*R.G; STAR ALLIANCE POLICY ]S*R.G; AMENITIES CHART ]S*R.C; DEFINITION OF TERMS ]S*R.D; SPECIAL AMENITIES ]S*R.S; INVOLUNTARY REROUTING ]S*UAL/INVOLUNTARY REROUTE; STAR ALLIANCE REROUTE ]S*UAL/ALLIANCE-REROUTE; BUSINESS1 ]S*UAL/BUSINESS1; -----GENERAL POLICY----- - NOTE: THE DECISION TO PROVIDE AMENITIES REST WITH AIRPORT MANAGEMENT...ONLY...RESERVATIONS WILL NOT BE INVOLVED IN THIS PROCESS BUT SHOULD BE AWARE IN CASE OF CUSTOMERS 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 IRRESPECTIVE 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. -----AMENITIES CHART----- - SUMMARY CHART OF AMENITIES THAT MAY BE PROVIDED DUE TO UA/UAX CONTROLLABLE DELAYS/CANCELLATIONS/WEATHER/FAA LIMITATIONS. NO...INDICATES NONE ARE PROVIDED. - FOR CUSTOMERS WHO WERE PREVIOUSLY DIVERTED AND NOW ARRIVING LATE AT THEIR CONNECTING STATION... REFER TO THE *CONNECTING* LINE IN AMENITIES CHART. - FOR CUSTOMERS WHO ARE DIVERTED AND CURRENTLY IN THE DIVERSION STATION...REFER TO THE *DIVERTED* LINE IN THE AMENITIES CHART. . . . **REFER TO DEFINITION OF TERMS NUM 7 FOR MEAL VOUCHER** CUSTOMER TYPE / WEATHER/FAA DELAY / UA/UAX-CONTROLLABLE HTL MLS GRD COM HTL MLS GRD COM ORIG/LOCAL NO NO NO NO NO YES NO NO CONNECT/STOPOVR NO NO NO NO YES YES YES YES THRU NO NO NO NO YES YES YES YES DIVERTED-DOM NO* YES NO* YES YES YES YES YES DIVERTED W/BUS NO NO YES YES NO NO YES YES DIVERTED- INTL YES YES YES YES YES YES YES YES GLOBAL SERVICES YES YES YES YES YES YES YES YES 1K/PASS PLUS YES YES YES YES YES YES YES YES STAR GOLD NO** NO** NO** NO** YES YES YES YES INTL F/INTL C YES YES YES YES YES YES YES YES DOMESTIC F YES YES YES YES YES YES YES YES SPECIAL NEEDS NO YES YES YES YES YES YES YES CUSTOMERS I.E. UNMR..DISABILITY CUST..ELDERLY..ETC. NOTE: FOR SPECIAL NEEDS CUSTOMERS..AMENITIES APPLY TO MAINTAIN THE SAFETY AND WELFARE OF THESE CUSTOMERS. - *IF THE CUSTOMER IS DIVERTED TO AN UNSCHEDULED POINT BETWEEN 10PM-6AM..HOTELS SHOULD BE PROVIDED IF FLIGHT NOT PLANNING TO LEAVE. - **EXCEPTION: INTERNATIONAL ITINERARIES INCLUDING CONNECTING DOMESTIC PORTIONS. HTL-HOTELS MLS-MEALS GRD-GROUND TRANSPORTATION COM-COMMUNICATIONS-1 FAX OR 3 MINUTE PHONE CALL - SEE BELOW FOR DEFINITION OF TERMS OR S*R.D ----- ----- DEFINITION OF TERMS ----- ----- - 1.ORIGINATING/LOCAL RESIDENT...AT POINT OF ORIGIN ON TICKET AND/OR A LOCAL RESIDENT. - 2.CONNECTING...ARRIVING BY AIR AT A TRANSFER POINT AND HOLDING CONFIRMED RESERVATION AND TICKET. - 3.THROUGH PASSENGERS...AT AN INTERMEDIATE POINT OF A MULTI-STOP FLIGHT WITH SAME FLIGHT NUMBER. - 4.STOPOVER...AT INTERMEDIATE POINT OF HOLDING CONFIRMED RES/TKT THAT IS USUALLY 1ST LEG OF CUST RETURN ITIN. - 5.DIVERTED...DUE TO A NON-SCHEDULED STOPPING POINT. - 6.DIVERTED W/ BUS...PROTECTED TO ORIGINAL DESTINATION/ONWARD CONNECTING POINT BY BUS. - 7.HOTEL...1 NIGHT LODGING IF THE DELAY WILL EXCEED 4 HOURS BETWEEN 2200-0400 WHICH IS W/IN UA/UAX CONTROL NOTE: IF CUSTOMER REQUESTS ALTERNATE GROUND TRANSPORTATION VERSUS OVERNIGHT HOTEL ACCOMMODATIONS IT IS ACCEPTALBE TO AUTHORIZE IF THE TRANSPORTATION IS LESS THAN THE HOTEL EXPENSE. EXAMPLE..FOUR CUSTOMER TAKE ALTERNATE GROUND TRANSPORATION FOR A TOTAL OF $200 VERSUS$100 PER NIGHT PER CUSTOMER EQUALING $400. - 8.MEALS...MEAL VOUCHERS SHOULD BE OFFERED ONLY WHEN THE DELAY EXCEEDS 4 HOURS AND FLIGHT ORIGINALLY OFFERED A COMPLIMENTARY MEAL. AS AN EXAMPLE MEAL VOUCHERS SHOULD NOT BE GIVEN TO CUSTOMERS BOOKED ON TED FLTS. MEAL VOUCHERS SHOULD NOT BE OFFERED TO ECONOMY CABIN CUSTOMERS WHEN BUY ON BOARD FLIGHTS ARE DELAYED OVER 4 HOURS. EXCEPTION: IF HOTEL ACCOMMODATIONS ARE OFFERED DUE TO FLIGHT CANCELLATION..CUSTOMER MAY BE PROVIDED UP TO TWO MEAL VOUCHERS. NO ALCOHOL BEVERAGES WILL BE PROVIDED. AMOUNTS TAKING INTO CONSIDERATION LOCAL AIRPORT MEAL VOUCHERS SHOULD INDICATE SPECIFIC DOLLAR AMOUNTS TAKING INTO CONSIDERATION LOCAL AIRPORT AVERAGE DOLLAR AMOUNTS. CUSTOMERS SHOULD BE ADVISED THAT THE VOUCHER IS TO COVER THEIR MEAL AMOUNTS. IN ADDITION IF APPROPRIATE MEAL VOUCHERS MAY BE OFFERED TO CUSTOMERS WHO ELECT TO WAIT UNTIL THEIR BAGGAGE ARRIVES ON A LATER FLIGHT. RECOMMENDED AMOUNTS: BREAKFAST - RANGE FROM $3.00 - $10.00 LUNCH - RANGE FROM $5.00 - $10.00 DINNER - RANGE FROM $7.00 - $15.00 - 9.COMMUNICATIONS...CUSTOMERS MAY BE ALLOWED ONE 3 MINUTE PHONE CALL. USE UNITEL WHEN POSSIBLE. -10.GROUND TRANSPORTATION...IF LODGING IS PROVIDED UA WILL ARRANGE PUBLIC CONVEYANCE TO/FROM LODGING UNLESS COURTESY TRANSPORTATION IS PROVIDED BY HOTEL. -11.GROUND TRANSPORTATION ALTERNATE AIRPORT...TRANS- PORTATION VIA PUBLIC CONVEYANCE/CHARTERED BUS MAY BE PROVIDED FROM POINT OF INTERRUPTION TO DESTINATION POINT. WHERE FLIGHT DIVERSION IS BETWEEN AIRPORT GROUPINGS ABOVE..GROUND TRANSPORTATION WILL BE PROVIDED TO THE ORIGINAL DESTINATION AIRPORT IN LIEU OF REFUND. THIS PROCESS IS THE SAME FOR BOTH UA AND UAX. -12.CONTROLLABLE DELAYS...AN IRREGULARITY IS CONSIDERED CONTROLLABLE IN THE FOLLOWING SITUATIONS: WHEN IT OCCURS UNDER THE CONTROL OF STAR ALLIANCE MEMBERS EXAMPLE: TECHNICAL OR INDUSTRIAL DISPUTE. -13.UNCONTROLLABLE DELAYS...AN IRREGULARITY IS CLASSIFIED AS UNCONTROLLABLE IN THE FOLLOWING SITUATIONS: INDUSTRIAL DISPUTE OUTSIDE OF THE STAR ALLIANCE...ATC...WEATHER...AIRPORT AUTHORITIES ALL OTHER DELAYS NOT IN CONTROL OF STAR ALLIANCE MEMBERS. . . . . -----SPECIAL AMENITIES----- - THE FOLLOWING SPECIAL AMENITIES ARE IN ADDITION TO OUR NORMAL AMENITIES LISTED ABOVE. THEY ARE ONLY EXTENDED FOR OPERATIONAL DELAYS/CANCELLATIONS UNDER UA/UAX CONTROL. EXAMPLES: MECHANICALS OR CREW SHORTAGES. CHECK FLIFO TO DETERMINE IF UNITED HAS CONTROL.SEE HOW F:REASON...FOR DECODING OF FLIFO REASON CODES. - LOCAL CUSTOMER SERVICE MANAGEMENT ADMINISTERS THE SPECIAL AMENITIES PROGRAM FOR INCONVENIENCED CUSTOMERS - FOR CANCELLATIONS: PROVIDE A $25.00 INCONVIENCE VOUCHER -FO 650- TO ALL REVENUE AND MILEAGE PLUS AWARD TICKETED CUSTOMERS. - CUSTOMER PROCESSING: PASS OUT PRE-PRINTED HANDOUT MATERIAL STATING HOTEL RATES AND GROUND TRANSPORTATION TO STRANDED CUSTOMERS NOT COVERED BY AMENITIES POLICY. IF MISHANDLED BAGGAGE SITUATION OCCURS AND CUSTOMER IS WITHOUT OVERNITE BAG OFFER A RON KIT.
Sep 13, 2008 | 10:32 am
#10
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Sep 13, 2008 | 11:02 am
#11
Join Date: May 2004
Location: OAK
Programs: UA Gold MM / AS MVP Gold
Posts: 2,504
That profile is out of the date. The newest one is:
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
Sep 13, 2008 | 11:52 am
#12
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
Posts: 73,218
So the explicit matrix is gone??
Says concerning lodging
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.
The previous policy provide *G lodging on domestic flights only if part of an international itinerary. This new policy does not seem to have this limitation. An improved policy or poor wording?
Says concerning lodging
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.
The previous policy provide *G lodging on domestic flights only if part of an international itinerary. This new policy does not seem to have this limitation. An improved policy or poor wording?
Sep 13, 2008 | 12:03 pm
#13
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Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
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Sep 13, 2008 | 2:26 pm
#14
Join Date: Jan 2006
Location: SFO
Programs: UA MMGold, HH Diamond, Marriott Plat
Posts: 1,263
Sep 13, 2008 | 2:45 pm
#15
Join Date: Jan 2007
Location: SFO/SJC
Programs: UA 1K/1MM, Marriott/IHG Ambassador, Hyatt Globalist
Posts: 291
We are in the same boat (we arrived NRT on 9/13) and for the worse there is no hotel/rebooking for 1P
The GA I talked to was so rude and just handed us the paper tickets and a piece of paper with all the airlines (not even UA)/hotels info.
p.s. I did manage to call 1P line and got a nice agent to book us on 9/15 NH. He asked me to call back to check NH on 9/14 when the office opened but we may just stick with the plan (since we are in Tokyo already).
BTW, anyone has the rule for trip delay insurance from MP Signature Card? I kept the little brochure at home. Thanx!
The GA I talked to was so rude and just handed us the paper tickets and a piece of paper with all the airlines (not even UA)/hotels info.
p.s. I did manage to call 1P line and got a nice agent to book us on 9/15 NH. He asked me to call back to check NH on 9/14 when the office opened but we may just stick with the plan (since we are in Tokyo already).
BTW, anyone has the rule for trip delay insurance from MP Signature Card? I kept the little brochure at home. Thanx!
Last edited by YoYoGodMom; Sep 13, 2008 at 3:18 pm