• HOW AND WHERE TO FILE A COMPLAINT WITH GRIPEVINE - Gripevine co-founder Dave Carroll created the now-iconic "United Breaks Guitars" YouTube video that became a viral hit and touched off a revolution in how corporations look at social media.

  • CONSENT ORDER - United Air Lines - Violations of 49 U.S.C. 41712 - Docket OST 2011-0003  -  Served August 4, 2011 (inaccurate information provided by UAL to consumers regarding its liability limit for lost, damaged, or delayed baggage)​

  • DENIED BOARDING COMPENSATION (with table showing amount of compensation based on the length of the delay.  Plus Method of Payment) - Current as of January 4, 2016

  • EC 261/2004 (regarding compensation for denied boarding, delayed and canceled flights to and from an EU member state)


  • THE TRUTH ABOUT FLIGHT DELAYS - a meteorologist talks about a clause in United’s Contract of Carriage saying that UA wasn't liable for any misstatements (LIES) regarding the weather concluding that UA “can — and does — LIE to passengers and then disclaims liability.”

  • REFUNDS; request a refund, check refund status, contact refund services & refund policy

  • RULE 240  (use RULE 240 when dealing with flight delays)  VIDEO INCLUDED

RULE 240 (United now calls it Rule 24)

Some say: Don't Fly Without A Copy Of Rule 240 ||||| Others say Rule 240 is a myth (I've never had an opportunity to try and use it so I'm just going to present what I've found below).

This web site also contains a 2 minute video (included above) explaining how to best use Rule 240. It's by Mark Orwoll, the Senior Consulting Editor at Travel + Leisure who explains the basics.

THIS IS THE TEXT FROM THE WEB SITE ABOVE - Dated: February 21, 2012:
There’s nothing quite as heartbreaking to an excited traveler as showing up to the airport full of gleeful wanderlust, only to discover that their flight has been delayed indefinitely or canceled. And then comes the daunting task of getting on a new flight and, if that flight isn’t on the same day, finding a place to stay overnight. But don’t fret, my devastated globetrotters. Thanks to a policy colloquially referred to as Rule 240, you could have all of this taken care of by the airline.
It should be stated that Rule 240 isn’t a real policy — not anymore, anyway. Prior to the Airline Deregulation Act of 1978, Rule 240 stated that an airline with a delayed or canceled flight had to transfer passengers to a flight on another carrier if that airline could get them to their destination quicker. After 1978 this rule became part of individual contract of carriage policies, which vary from airline to airline. The name stuck around, though, so when you want to check your airline’s contract of carriage policy in the event of a lengthy delay, you can still ask an agent for your Rule 240 options and they’ll know what you mean.

 Airlines don’t necessarily have to put you on a competitor’s flight anymore, but if a delay is deemed to be the fault of the carrier, many airlines have clauses in their contracts of carriage that benefit passengers. For instance, both Delta and American Airlines will provide hotel vouchers for passengers stranded overnight (depending on availability), and Delta will even pay for a meal as well as your ground transportation if the hotel doesn’t provide a shuttle.

 While each airline defines their commitment to the customer differently, they all agree that they can’t be held responsible for delays or cancellations due to “acts of God” — namely floods, storms, and I assume plagues of locusts and the death of the firstborn. In that case, airlines might give you a refund but they aren’t contractually obligated to do so.

 Airlines in the United States aren’t doing so hot, as evidenced by the $54.5 billion they’ve hemorrhaged over the past 10 years. However, if you’re like me and jump at the opportunity to save time and money, you’ll momentarily forget the monetary woes of these companies and milk them for every penny they’re obligated to dole out. Trust me, you won’t feel bad invoking your Rule 240 rights and taking that hotel voucher when your only other option is curling up next to a swarthy German fellow on the airport’s linoleum floor.

THIS IS THE TEXT FROM THE WEB SITE ABOVE - Posted: 06/29/2012 2:00 am - BY: George Hobica. - Syndicated travel journalist and founder of Airfarewatchdog.com
Have a question about travel or airfares? We answer as many as we can, either by email to questions@airfarewatchdog.com or in our Q&A column
Q: What is the Department of Transportation policy governing airline delays due to mechanical failure? We were stuck at the New Orleans airport for more than 10 hours when our plane had an engine problem and would like compensation.
A: There is no D.O.T. rule concerning compensation when an airline experiences a mechanical problem. There used to be a D.O.T. rule called Rule 240 that required airlines to put you on another airline's flight in such circumstances, if that airline would get you to your destination sooner than your original airline. (But see the next question.) Airlines often will provide some compensation, usually in the form of a travel voucher or frequent flyer miles, in such cases. It doesn't hurt to ask.
Q: Does any airline still have a Rule 240?
A: Rule 240 was a clause in airline contracts of carriage back when airlines were regulated by a government agency. It stated that, except in cases of "force majeure" (i.e., an act of God such as severe weather), airlines had to offer you any available seat on a competitor's next flight out in the event that your original flight was canceled or severely delayed. Airlines formed after deregulation, such as Virgin America and JetBlue, never had a Rule 240, but most "legacy" carriers (American, Delta, US Airways, United, Continental, Eastern, etc.) did.
Of the remaining airlines, only United and Alaska still have language similar to Rule 240 in their contracts. United now calls it Rule 24, and Alaska calls it rule 240AS. The only problem these days is that with so many airlines operating virtual monopolies at some airports, and flights being so full, there is often no alternative seat available on other airlines. To see links to the airlines' contract of carriages, click here:


The ‘flat tire’ rule lives! United’s senior vice president of customer experience, Martin Hand, confirmed its existence.

 If you have a flat tire on your way to the airport, or are otherwise delayed because of circumstances beyond your control, United will let you stand by for the next flight at no extra charge.

 That’s right: No change fee, no fare differential. If there’s a free seat on the next flight, you’re flying.

 “You have to arrive at the airport within two hours of your scheduled departure time,” Hand told me. If a ticket agent balks, just reference the “flat tire rule” (that’s what it’s called) and yes, it’s a written policy, not something Hand made up during an interview with his favorite consumer advocate.
 Source: http://www.elliott.org/blog/5-fascinating-facts-about-the-new-united-airlines/
 By: Christopher Elliott - Advocate. Author. Journalist


NOTE:  I've only included a link here so you will have the most updated information.



FROM:  Charlie Leocha - Consumer Traveler | Posted on December 18, 2015 at 4:04 am.

"When airlines are overbooked, they ask for volunteers.  Really, they are looking for chumps — passengers who will bargain with them.  When you bargain at the gate, you lose.   The amount that the airlines have to pay passengers who are involuntarily bumped is $1,350 cash, green cash or a check.   When you hear the airlines saying to passengers that they will offer you a $200 voucher or a $300 bit of airline scrip, you know they are bamboozling passengers.   They are trying to cut a deal that will lower their liability.  The airlines are banking on your ignorance."

Read more:  http://consumertraveler.com/columns/policy-columns/upgraded-denied-boarding-and-lost-luggage-compensation/

NOTE:  the above F.Y.I. was a post from my Facebook page "United Airlines Tips & Secrets"

UNITED’S 24-HOUR FLEXIBLE BOOKING POLICY (requesting a refund within 24 hours of purchase)

United's 24-hour flexible booking policy allows the flexibility to make changes to your reservations within 24 hours of purchasing your ticket, without incurring change fees. This includes canceling your reservation and requesting a 100% refund of the ticket price.
Terms and conditions
  • Applies to tickets booked at united.com or with United Reservations.
  • The 24-hour timeframe begins at the time your ticket is purchased.
  • Requests for refunds will be credited back in the original form of payment.
  • Group tickets and tickets purchased using Western Union, cash or e-certificates are excluded.
  • Reservations that are being held but have not yet been purchased are excluded.
  • Any FareLockSM fees paid to hold a reservation will not be refunded.

SOURCE: http://www.united.com/web/en-US/apps/mileageplus/promotions/registrationDetails.aspx?promoCode=A5753


New Airline Passenger Protections Take Effect This Week

New regulations going into effect this week will help ensure that consumers are treated fairly when they travel by air, U.S. Transportation Secretary Ray LaHood said today.

New regulations going into effect this week will help ensure that consumers are treated fairly when they travel by air, U.S. Transportation Secretary Ray LaHood said today.  Among the new provisions, part of the airline consumer rule issued by the U.S. Department of Transportation in April 2011, are requirements that airlines and ticket agents include all mandatory taxes and fees in published airfares and that they disclose baggage fees to consumers buying tickets.
 “Airline passengers have rights, and they should be able to expect fair and reasonable treatment when booking a trip and when they fly,” U.S. Transportation Secretary Ray LaHood said. “The new passenger protections taking effect this week are a continuation of our effort to help air travelers receive the respect they deserve.”
Also beginning this week, passengers will be able to hold a reservation without payment, or cancel a booking without penalty, for 24 hours after the reservation is made, if they make the reservation one week or more prior to a flight’s departure date.  In addition, airlines will be required to promptly notify passengers of flight delays of over 30 minutes, as well as flight cancellations and diversions, and they will generally be prohibited from increasing the price of passengers’ ticket after it is bought.
The new rules also will make it easier for passengers to determine the full price they will have to pay for air transportation prior to travel.  Currently, airlines and ticket agents are allowed to publish ads that list government-imposed taxes and fees separately from the advertised fare, as long as these taxes and fees are assessed on a per-passenger basis.  However, sometimes the notice of these taxes and fees is not obvious to consumers.  Under the new requirements, all mandatory taxes and fees must be included together in the advertised fare.  The advertising provision takes effect Jan. 26, 2012 while all of the other consumer protections go into effect on Jan. 24 of this year.
In addition, airlines and ticket agents will be required to disclose baggage fees to consumers when they book a flight online.  The first screen containing a fare quotation for a specific itinerary must show if there will be additional baggage fees, and inform consumers where they can go to see these fees.  Information on baggage fees also must be included on all e-ticket confirmations, and for most trips the same baggage allowances and fees must apply throughout a passenger’s journey.
The new requirements are the final provisions to become effective from the Department’s most recent airline consumer rule.  A number of new measures required by the rule took effect on Aug. 23, 2011, including requirements that airlines refund baggage fees if bags are lost and provide increased compensation to passengers bumped from oversold flights. 
Also beginning last August, the Department set a four-hour time limit on tarmac delays for all international flights at U.S. airports, and extended the three-hour tarmac delay limit for domestic flights to smaller airports.  It also required additional airlines to report their lengthy tarmac delays to DOT.  
The Department is looking at other airline consumer protection measures for a possible future rulemaking, including requiring that all airline optional fees be disclosed wherever consumers can book a flight, strengthening disclosure of code-share flights, and requiring additional carriers to file on-time performance reports.

SOURCE:  http://www.dot.gov/affairs/2012/dot0812.html


United Airlines complies with this regulation but makes it harder for the consumer to get the refund: United does not offer a free 24-hour hold; it charges for that service. Instead, it allows for 24-hour cancellation BUT your credit card will be charged the full fare.
 NOW, this is where United gets sneaky. When you cancel within 24-hours United won’t say a word about a refund — only that the cost could be applied to future travel on United, and with a penalty.
 THEN, this is where United gets needlessly tricky. To get the refund, you must know about and find United's refund Web page ( http://www.united.com/web/en-us/content/reservations/refunds/refund.aspx ). Once you do, the process is relatively simple: Input your pertinent information, including ticket number, and then wait. 

The information above is from an article titled: “Plane refund? If you're fast” by Josh Noel | Josh Noel's Tribune Travels | October 23, 2012 @ http://articles.chicagotribune.com/2012-10-23/travel/sc-trav-1023-travel-mechanic-20121023_1_american-airlines-refund-full-fare (You can read the entire article below).
If you knew that you're entitled to a full refund on almost any plane ticket within 24 hours of purchase, congratulations. If you didn't know, you're not alone.
I randomly asked 10 or so smart, hardworking people who travel with some regularity, and not one of them knew of the following Department of Transportation regulation that took effect earlier this year: "Passengers will be able to hold a reservation without payment, or cancel a booking without penalty, for 24 hours after the reservation is made, if they make the reservation one week or more prior to a flight's departure date."
Obviously, there's one large wrinkle there: Travel must be booked a week or more in advance. But setting that aside — because most of us do book more than a week out — this is a powerful tool for the consumer.
The regulation was part of a broader DOT initiative also stipulating that airlines must include all taxes and fees in advertised fares. That fact got more traction in the press, letting the 24-hour cancellation rule slip past many travelers.
Though many airlines already quietly offered such cancellation policies, it is good news to have it backed up by the DOT.
Different airlines have different methods for complying. American Airlines, for instance, makes it easy: In the last stage of booking, travelers see a handful of purchasing options given equal size and weight on its Web page, including a "free 24-hour hold." I use that often.
And then there is United Airlines, which operates in a vein similar to most others when it comes to complying with the DOT rule. United does not offer a free 24-hour hold; it charges for that service. Instead, it allows for 24-hour cancellation.
I wanted to see how the process worked, so I went big, buying a $1,500 ticket to Johannesburg that I never intended to use. To United's credit, at the time of purchase, consumers are told they have "up to 24 hours to change your mind" with a link to the airline's "24-hour flexible booking policy." In the meantime, though, my credit card was charged the full fare.
The next day, I logged on to United's website to cancel the reservation. When I did, I was told nothing about a refund — only that the cost could be applied to future travel on United, and with a penalty.
This is where the airline gets needlessly tricky. To get the refund, you must know about and find United's refund Web page (tinyurl.com/9jtybwg). Once you do, the process is relatively simple: Input your pertinent information, including ticket number, and then wait. Six days later I received an email from United telling me my refund was approved and that my credit card would be credited the proper amount.
Still, a 24-hour hold in the American Airlines model makes things simpler. The moral of the story is standard when dealing with the airlines: Know your rights, and don't take much at face value.
The Travel Mechanic is dedicated to better, smarter, more fulfilling travel. Thoughts, comments and suggestions can be sent to jbnoel@tribune.com. Include "Travel Mechanic" in the subject line. Follow him on Twitter at @traveljosh.

Look below to see how United tries to screw you in reference to this policy.
REFUNDS;  Request a Refund, Check Refund Status, Contact Refund Services & Refund Policy

Ticket refund policies

Tickets purchased through united.com or United Reservations within the last 24 hours may qualify for waiver of change or cancellation fees under our 24-hour flexible booking policy.

In all other cases, a refund may be requested for any fare that allows refunds. Depending on the rules of the fare purchased, a cancellation penalty may apply. Most fares are non-refundable, and are not eligible for voluntary refunds. However, the value of your ticket may be eligible to be applied toward the price of a new ticket for a fee.

The refund amount you will receive depends on several variables. For example, if the ticket has both refundable and non-refundable fares included, each fare will be considered individually. Tickets that are partially traveled will be calculated at a prorated amount based on the rules of the ticket purchased and segments flown. Fees and surcharges collected in conjunction with the ticket will only be refunded if applicable.

Select a section below for more information:

Travel agency and cruise line agency tickets 
Refunds for tickets issued through a travel agency should be processed through the issuing agency.

Tickets issued by another airline 
Refunds for tickets issued by another airline for United flights should be processed through the issuing airline.

Reissued and partially-used tickets 
The refund amount for reissued or partially used tickets will be based on the difference between the fare plus charges applicable to the originally issued ticket and the fare plus charges of the segments flown.

MileagePlus award tickets are subject to the fees outlined in our MileagePlus Award Terms and Conditions.

MileagePlus mileage purchase 
Purchased or transferred MileagePlus miles are added to the receiving account immediately, and these transactions are nonrefundable.

MileagePlus upgrade service fees 
Members will be charged the service fee when requesting an upgrade to United First®, United BusinessFirst® or United Business®. If for any reason the upgrade is not provided, the service fee will be refunded in conjunction with the re-deposit of the miles used to upgrade.

Delayed or canceled flights 
When complications such as weather, air traffic control, and mechanical delays occur, you may be eligible to request a refund for a ticket that would otherwise be nonrefundable or have restrictions on refunds. In these situations, please submit a refund request.

If your flight is delayed two hours or more, and you would rather postpone your travel, please let us know, and we'll waive any change penalties that may have applied to your ticket. You may also receive a travel credit or refund for the unused portion of your trip if you choose not to travel. If your trip involves a connection and you have made it to the connecting city, you may ask to return to your origin and receive a travel credit or refund if there are no other suitable alternatives. The amount and type of credit will depend on the fare and what portion of the ticket has been used.

Different policies will apply when traveling to and from certain other countries. Learn more about policies specific to the European Union or refer to our Contract of Carriage for more information.

Refund request for nonrefundable tickets — unplanned event 
United will refund change fees and tickets in certain cases. All requests must be received before the expiration of your ticket and must be accompanied by proper documentation (see below). If the refund request is approved, a refund, minus a $50 USD processing fee*, will be provided to the original form of payment. This policy applies in the case of illness or death of the traveler, traveling companion, or immediate family member, as well as customers actively on jury duty at the time of planned travel.

*Except where DOT 14 CFR Part 382 applies

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Change fee 
In the event your travel plans need to change as a result of illness or jury duty, you will be required to pay the applicable change fee at the time of the change. Once charged, you may submit a request to have the change fee refunded (minus a $50 USD processing fee).

Refunds (minus a $50 USD processing fee) will be provided in the event of death and, in some cases, illness and jury duty. This applies to all tickets, including revenue, MileagePlus award tickets, promotional, bulk and net fares.

Documentation requirement and processing 
In cases of death, a copy of the death certificate is required. Illness situations require a letter (on letterhead) from a licensed physician confirming that travel was not recommended due to the customer's illness. If the request is due to the death or illness of an immediate family member, the request must contain the name of the family member and their relationship to you. Jury duty refund requests require a copy of the jury summons. All requests must be sent to United Customer Refund Services for consideration. Requests directed through other departments (contact centers, airport staff, etc.) will be referred to Customer Refund Services.

Surcharges and taxes 
Surcharges, including international and insurance surcharges filed as YQ or YR, will follow the refund rule of the fare. If the fare is non-refundable, the surcharges are also non-refundable.

Lost paper tickets 
In the event that you have lost your paper ticket, please complete the lost ticket refund form. At least one of the following supporting documents must be provided in order for us to process your request:

  • If paid by check, copies of both sides of the canceled check
  • If paid by credit card, a copy of the billing statement
  • If purchased through a travel agency, a copy of the lost ticket, which can be requested from the issuing agency

You may submit your request by downloading and printing the lost ticket refund form, filling in the required information, and presenting it and the supporting document(s) at any United Airlines ticketing location or by mailing it to the address on the form.

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Lost Ticket
Refund Form
(PDF: 31.1KB)

Documents may require the Adobe Acrobat reader, available for free from Adobe for Windows, Macintosh, UNIX and other platforms.

All refund requests are subject to audit and final approval by the United Airlines Refund Department. All refunds are credited to the form of payment of the original ticket. Please allow 90 days for processing of lost ticket claims.

Other refund policies

To learn about refund eligibility for fee payments, expand a section below for more information:

Baggage service fees 
Baggage service fee refunds may be requested if you have paid for one or more checked bags and don't travel as a result of a cancellation, change in schedule or schedule irregularity caused by United.

Booking service fees 
Reservation booking service fees and close-in booking fees for award tickets are refundable only if you cancel your reservation within 24 hours of purchase. If you have purchased a ticket from United in the last 24 hours, go to Manage Reservations to cancel your reservation or contact United Reservations for assistance.

Day-of-departure upgrades 
Cabin upgrade fees are generally nonrefundable, but if a flight for which an upgrade fee has been paid is affected by a schedule change, cancellation or oversale, and you cannot be accommodated in United Global First℠, United First , United BusinessFirst or United Business on a later flight, you may request a refund of the fees paid for the upgrade using the Cabin Upgrade refund form.

Economy Plus® seating 
There are certain scenarios where you may be reaccommodated in a seat other than the one you've purchased, such as in instances of irregular operations, a last minute aircraft change or an oversell. In these cases, you will be issued a new boarding pass. If you find that you have not been reaccommodated in a seat of similar or greater value, fees paid for the seat will usually automatically be refunded. In the event a new boarding pass is not issued, however, you may request a refund for your Economy Plus purchase.

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GUIDANCE ON REIMBURSEMENT OF PASSENGER EXPENSES INCURRED AS A RESULT OF LOST, DAMAGED OR DELAYED BAGGAGE - The Legal Version Of This Regulation  (This document is a 2 page PDF file - click on the link below, the PDF Icon or the screenshot below).

SOURCE: http://airconsumer.ost.dot.gov/rules/Notice.Expense.Reimburse.final.pdf


Paul Greenberg for Social CRM: The Conversation | December 26, 2012 -- 12:00 GMT (04:00 PST) @


[NOTE:  There's more to the blog then what I have included below so use ^this^ link to read the entire blog, I just wanted to give people an idea of how this service works.]

Mr. Greenberg wrote the following about Where’s My Suitcase in his blog:
"I received an email from wheresmysuitcase.com that said here was the information I needed – links etc. – to follow my bag. From that night around 10pm when I got into my house until the bag was delivered I was not only notified automatically (via email) of the bag’s status, I had information like the picture of the driver, a phone number and an email for the driver I could use while he/she was enroute and a GPS tracked map that showed me where the driver was at any given time. As it got closer to delivery time, the driver called to narrow the time window and eventually came and delivered the bag."

CONTACT INFO for United Airline's World Headquarters

A majority of the contact info for United Airline's Corporation Operations Center and World Headquarters shown below can be found by way of this web site -  http://elliott.org/company-contacts/united-airlines/  - from Consumer Advocate, Author and Journalist Christopher Elliott ( if you haven't checked out Mr. Elliott's web site - http://www.elliott.org/  - I would highly recommend it).

If you have a customer complaint, please read this before contacting the company (from Mr. Elliott).


United Airlines World Headquarters

Telephone: (312) 997-8000 (Source:  http://www.hoovers.com/company-information/cs/company-profile.United_Air_Lines_Inc.5ea6fd1816caf8ab.html)

How to get through to an operator:  (312) 997-8000 - Press 0

Physical Address:
United Airlines, Inc.
233 S. Wacker Drive
Chicago, IL 60606
United States 

Postal Address:
United Airlines, Inc.
PO Box 66100
Chicago, IL 60666
United States

Customer Care

Customer Care
United Airlines, Inc.
900 Grand Plaza Dr., NHCCR
Houston, TX 77067-4323

Primary contact
Laura Mandile
Director, Customer Care
233 S. Wacker Drive
Chicago, IL 60606
(847) 700-4000

Secondary contact 

Sandra Pineau-Boddison
Senior Vice President of Customers
233 S. Wacker Drive
Chicago, IL 60606
(872) 825-8081

Jimmy Samartzis
Senior Vice President, Customer Experience
233 S. Wacker Drive
Chicago, IL 60606

President and CEO
Oscar Munoz
President and Chief Executive Officer
233 S. Wacker Drive
Chicago, IL 60606
(847) 700-4000

United Airlines Social Media Team


United Airlines Refunds


United Airlines Customer Relations

United Airlines Customer Relations
PO Box 66100
Chicago, IL 60666

United Airlines Baggage Claim and Lost and Found

Central Baggage Service – HDQLZ
P.O. Box 66140
Chicago, IL 60666-0140
Telephone: (800) 221-6903


Online baggage tracking - Where's My Suitcase = http://www.wheresmysuitcase.com/

Damaged baggage information = https://www.united.com/web/en-US/content/travel/baggage/damaged.aspx

Delayed baggage and claim form = https://www.united.com/web/en-US/content/travel/baggage/delayed.aspx

Claim form for checked baggage that is missing items = 

Customer Property Claim Form - Types of Claims: Damage, Interim, Loss or Pilferage = 

Customer service resources

Contract of Carriage (CoC) (PDF download available from this United website)

Follow Them :  Twitter   \   Facebook

Web Support


What others have to say about United Airlines

Aviation Consumer Protection Division Air Travel Consumer Report (Includes data for:  Flight Delays, Mishandled Baggage, Oversales, Consumer Complaints (Includes Disability and Discrimination Complaints), Customer Service Reports to the Dept. of Homeland Security, Airline Animal Incident Reports).
NOTE:  after you click on the link above, page/scroll down to the bottom of the page and look for:  Latest Reports and Documents

Untied.com  (A United Airlines parody website that has collected over 26,000 complaints from UA passengers & employees)


Epinions.com (Unbiased Reviews by Real People)

Facebook page - United Airlines Wall of Shame - https://www.facebook.com/UnitedWallOfShame

Facebook page - United Airlines Sucks - https://www.facebook.com/pages/United-Airlines-Sucks/216811830719

Facebook page - Don't Fly United! - https://www.facebook.com/pages/Dont-Fly-United/261442701673

Facebook page - Fire Jeff Smisek, CEO of United - https://www.facebook.com/groups/321572711266692/

CONSENT ORDER - United Air Lines - Violations of 49 U.S.C. 41712

(This CONSENT ORDER is a 4-page PDF file - if you wish to view the entire document then click on this 
link to open the file >>>>>>>>>>>)http://airconsumer.ost.dot.gov/EO/eo_2011-08-07.pdf

Tell a friend about this page
Click on the text below (in blue) for more information and if a section or line of text is split/divided then you have more than 1 option to choose from.
The United States Department of Transportation (DOT) requires airlines to reimburse passengers up to $3,400.00 for lost, damaged or delayed baggage to cover all reasonable, actual and verifiable expenses you incurred due to the delayed bag.  And the airlines can't put limits or requirements on expenses.

IMPORTANT:  If you are away from home dealing with a delayed bag you are allowed to purchase essentials to help get you by until they find your bag.  If you do purchase something keep all receipts as you’ll need them to get reimbursed.
While it’s NOT a requirement, if you can contact the United Airline’s baggage resolution team 
https://www.united.com/web/en-US/content/Contact/baggage/default.aspx ) and get prior approval before purchasing any needed essentials then that may help speed up the reimbursement process.

IF you are told by an airline employee "that passengers have a daily allowance and can't go over it" please know this is against the law.  The information below trumps an airline's Conditions of Carriage (CoC) and unfortunately some airline employees believe the CoC is the word from God, the law of the land... etc., so beware.
HEADS-UP:  The info below has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me or you can use my Contact Me page.

This United Airlines Wall of Shame Facebook page contains a United Airlines Executive Email List comprising of First Name, Last Name, Title and Email Address for 27 executives AND the names and email addresses for 12 members of the United/Continental Holdings Board of Directors.

Should you find an email address that is not working then please send me an email through my "Contact Me" page and I will gladly pass the information along to the owner of the United Airlines Wall of Shame FB page or you can contact that person directly.


When disputes regarding airline fees go unresolved, some resourceful passengers take up matters with the credit card company or in the court of public opinion.

By Christopher Elliott - Tribune Media Services - September 28, 2012.
[Christopher Elliott - a consumer advocate, multimedia journalist and customer service expert known for his practical advice and creative solutions to customer-service problems.]
Aaron Fox isn't the vindictive type. He's a surfer, which, if you look it up in the dictionary, is synonymous with "laid-back."

But he felt anything but easygoing when he flew from Myrtle Beach, S.C., to San Francisco on US Airways recently. The flight to South Carolina was uneventful; as the airline had done many times before, it allowed him to check his surfboard at no extra charge. But on the way back, a gate agent asked him for $200 to transport his board.

A "lengthy" discussion followed, with Fox insisting he wouldn't have brought the surfboard from San Francisco if he'd known it would cost him a grand total of $400.

"Ultimately, they persuaded me to pay $200, with the shift manager guaranteeing we would get a $175 refund from US Airways customer service if we just submitted the information when we got home," he says.

You can probably guess what happened next. Fox returned to San Francisco, asked for a refund --- and was turned down flat in a form e-mail.

"The fee for a surfboard is $200 each way," it said. "I am unable to honor the request you have made for a refund for that fee you received at Myrtle Beach because the fee is valid. For more information on our baggage allowance and special items, please refer to our website."

I asked US Airways if that was their final answer.

"He was appropriately charged, per policy," a spokesman told me. "I'm sorry for the confusion and his disappointment with the outcome."

So Fox did what an increasing number of travelers are doing when they're confronted by an intransigent airline: He exacted revenge by disputing the charge on his credit card.

"I feel like that's a trump card consumers often forget they have," he says.

He's right.

Disputing a credit card charge can be a major inconvenience to a business, even a big one like US Airways. Each dispute requires a personal response from an airline, including documentation of the purchase. And the burden is on the business to prove the transaction is legitimate. Even if the customer doesn't win, it can burn up enough of the company's time to make it pay for its mistakes.

A related strategy -- and admittedly, an extreme measure -- is to simply cancel the credit card. I've run across that a time or two recently. This rarely works with a charge that's in dispute (the bank will still find a way to charge you), but if there's a recurring charge you've agreed to -- with, say, a fare "club" -- this can be a highly effective way to deny an airline its money.

Finally, an irritated customer can bring his or her case to the media, in the hopes they'll write something about it. The court of public opinion can be an unforgiving place. (I know.) Obviously, that's what Fox did -- and obviously, it worked. Even if a customer is wrong -- and customers are often wrong -- the damage can be significant, in terms of negative PR points.

By the way, as a media guy, I try to stay out of the public-shaming business. But it's not always easy.

Interestingly, I've seen more customers take matters into their own hands than ever before. Maybe it's a feeling of powerlessness that passengers like Fox have experienced, when dealing with an airline.

Maybe it's just me, but something tells me that frustration is growing.

SOURCE: http://www.frommers.com/articles/7803.html


United Continental fails to end frequent flier lawsuit

Thu Jan 31, 2013 7:46pm EST
* "Million Miler" complained of revoked benefits
* Judge lets breach of contract claim go forward

By Jonathan Stempel

Jan 31 (Reuters) - A federal judge on Thursday rejected United Continental Holdings Inc's attempt to throw out a lawsuit accusing the world's largest carrier of taking benefits away from some of its most loyal fliers.

The lawsuit filed last May by Chicago resident and United customer George Lagen accused the carrier formed from the 2010 merger of United Airlines and Continental Airlines of reducing perks for MileagePlus customers with "Million Miler" status.

Lagen, who claimed to fly between 200,000 and 250,000 miles per year, said United revoked Million Milers' "Lifetime Premier Executive" status, which entitled them to favored treatment in bookings, seating priority and upgrades, and demoted them to lower-tier "Gold" status.

He also claimed that Million Milers saw the bonuses on miles they flew cut to 50 percent from 100 percent. Lagen sought class-action status on behalf of other Million Milers.

United countered that Lagen lacked legal standing to sue, and that it had the right to modify the frequent flier program.

U.S. District Judge Harry Leinenweber in Chicago said Lagen may pursue his breach of contract claim, although other parts of the case were dismissed.

"It is undeniable that plaintiff claims he has and continues to suffer an injury based upon his lost benefits," Leinenweber wrote. "At this stage of the litigation, the court finds it plausible that defendants had a contract with Million Miler members which differed from the contract they had with other Mileage Plus members."

United did not immediately respond to a request for comment. David Latham, a lawyer for Lagen, did not immediately respond to a similar request.

Frequent-flier programs help carriers attract repeat customers, but the airline industry has over the years tightened program guidelines amid higher costs for such things as labor and fuel, and growing competition from lower-cost carriers.

In a separate case, the U.S. Supreme Court is expected as soon as mid-February to consider whether to accept an appeal by Delta Air Lines Inc concerning that carrier's authority to revoke membership in one of its own frequent-flier programs.

The case is Lagen v. United Continental Holdings Inc et al, U.S. District Court, Northern District of Illinois, No. 12-04056.

Source:  http://www.reuters.com/article/2013/02/01/unitedcontinental-frequentfliers-lawsuit-idUSL1N0B10EQ20130201


Air Travel Civil Rights Problems Where to File Complaints

This Informational Sheet provides contact information to help members of the public who feel they have been the subject of discriminatory action or treatment at airports file complaints with the appropriate agency in the Federal government. Since the horrific attacks that occurred on September 11, 2001, much effort has been expended by various agencies within the Federal government to prevent intentional harm to our critical air transportation system. In securing that system, we have also taken steps to ensure that all persons are provided equal protection of the laws and that no person is subject to unlawful discrimination when traveling in the Nation.

While we expect security personnel and law enforcement officials at airports to be in full compliance with the civil rights laws, we realize that, on occasion, individuals may believe they have been subjected to unlawful discrimination. We also realize that with various security and law enforcement agencies at the airports, there is increased confusion regarding the appropriate place to file discrimination complaints. The Department of Transportation’s Aviation Enforcement Office has prepared this information sheet to assist consumers in determining with whom to file a discrimination complaint and how to do so.

1. Complaints alleging discriminatory treatment by air carrier personnel (e.g., pilots, flight attendants, gate agents or check-in counter personnel) should be directed to the Department of Transportation's Aviation Consumer Protection Division. This office provides complaint forms for consumers to download and print on its website at http://airconsumer.ost.dot.gov/problems.htm. The Aviation Consumer Protection Division accepts complaints on its web site at the above address or via mail to:

Aviation Consumer Protection Division, C-75
Suite # W96-432 (West Building)
U.S. Department of Transportation
Office of the General Counsel
1200 New Jersey Avenue, S.E.
Washington, DC 20590 

2. Complaints alleging discriminatory treatment by Federal security screeners (e.g., personnel screening and searching passengers and carry-on baggage at airport security checkpoints) should be directed to the Department of Homeland Security’s Office for Civil Rights and Civil Liberties and/or the Transportation Security Administration’s Office of Civil Rights and Liberties External Compliance Division. These offices accept complaints by mail to the following addresses:

Department of Homeland Security (DHS)
Office for Civil Rights and Civil Liberties
Mail Stop #0800
245 Murray Lane, S.W.
Building 41
Washington, D.C. 20598

Transportation Security Administration (TSA)
Director, Office of Civil Rights and Liberties
601 South 12th Street – West Tower, TSA-6
Arlington, Virginia 22202
Attn: External Programs Division

These offices also accept complaints by email and telephone. Members of the traveling public who believe that they have been unlawfully discriminated against by federal security screeners may send an e-mail to the Department of Homeland Security Office for Civil Rights and Civil Liberties at civil.liberties@dhs.gov., or to the Transportation Security Administration’s Office for Civil Rights and Liberties External Compliance Division at compliance@dhs.gov. or Center@dhs.gov. They can also call DHS’s Office of Civil Rights and Liberties toll free at (877) EEO-4-TSA (877-336-4872) or (800) 877-8339 (TTY) 1** 

3. Complaints alleging discriminatory treatment by Immigration and Customs Enforcement, U.S. Border Patrol, or Customs and Border Protection of the Department of Homeland Security should be directed to the Department of Homeland Security's Office of the Inspector General and/or the Office for Civil Rights and Civil Liberties. The Office of the Inspector General accepts complaints by mail to the following address:

Department of Homeland Security
Office of the Inspector General
P.O. Box 16666
Washington, D.C. 20041-6666

The Department of Homeland Security’s Office for Civil Rights and Civil Liberties accepts complaints via e-mail to civil.liberties@dhs.gov. That office also accepts complaints by mail to the following address:

Department of Homeland Security
Office for Civil Rights and Civil Liberties
Mail Stop #0800
245 Murray Lane, S.W.
Building 41
Washington, D.C. 20598

4. Complaints alleging discriminatory treatment by airport personnel (e.g., airport police) should be directed to the Federal Aviation Administration’s Office of Civil Rights. That office accepts complaints via mail to the following address:

Federal Aviation Administration
Office of Civil Rights
800 Independence Ave., S.W., Room 1030
Washington, DC 20591 

5. Complaints alleging discriminatory treatment by members of the National Guard should be directed to the National Guard Bureau’s Office of Equal Opportunity and Civil Rights. That office accepts complaints via mail to the following address:

Mr. Felton Page, Director
Office of Equal Opportunity and Civil Rights
National Guard Bureau - EO
1411 Jefferson Davis Highway
Arlington, VA. 22204

6. Complaints alleging discriminatory treatment by Federal Bureau of Investigation (FBI) personnel should be directed to the Department of Justice’s Office of the Inspector General (OIG). That office accepts complaints via e-mail to inspector.general@usdoj.gov or via mail to the following address:

Civil Rights and Civil Liberties Complaints
Office of the Inspector General
U.S. Department of Justice
950 Pennsylvania Ave., N.W., Suite 4706
Washington, D.C. 20530

Issued on 03/27/2002 and amended on 04/08/2002, 07/26/2002 and 09/20/2007, by the Office of the Assistant General Counsel for Aviation Enforcement and Proceedings and its Aviation Consumer Protection Division. 

1** DHS, through its Travel Redress Inquiry Program (DHS TRIP), also handles complaints regarding "watch list" misidentifications. Such complaints may be sent to Traveler Redress Inquiry Program (TRIP), using its DHS TRIP redress form, that can be obtained online at http://tsa.gov/travelers/redress/index.shtm. The form should be mailed to 601 South 12th Street, TSA-901 Arlington, VA 22202-4220, or faxed to (866) 672-8640 or (571) 227-1925. DHS TRIP may also be contacted by e-mail at TRIP@DHS.gov 


How and where to file a complaint with Gripevine

You may be able to get your complaints resolved here @ http://gripevine.com/ 
It's simple, free and easy. Gripevine amplifies your online voice and connects you directly with company decision makers who can get your complaints heard and resolved, quickly and easily. Use Gripevine to share your complaints with friends and followers and let companies know exactly what they need to do to keep your business.

NOTE:  Gripevine co-founder Dave Carroll created the now-iconic "United Breaks Guitars" YouTube video that became a viral hit and touched off a revolution in how corporations look at social media.

The address below is from a Facebook post on July 2, 2013