My flight from LGA to IAD (segment one of two) was delayed due to mechanical issues. After some time it was clear that I wouldn't make my onward connecting flight but my carry-on bag had been gate checked and staff did not release the gate checked bags for quite some time (they insisted that the flight isn't canceled yet, why release the bags? despite more than a dozen anxious mis-connecting passengers waiting on the jetbridge - beholden).
By the time my bag was finally returned to me, the cs line was snaking around the corner and there didn't seem to be any signage for Premier CS. I went back to check in, at this point there were no remaining seats on other airlines for re-accommodation. The only option I was offered was out of EWR. An agent offered to arrange a car transfer from LGA to EWR via voucher.
After a frustrating hour of waiting for car, part of it in the cold - as they kept claiming they're almost there, just traffic getting to airport) I quit and took an Uber. I later learned they picked up another 9 passengers or so before me, and charged United $145 per! Beware, if you're offered airline-arranged transport, ask if you can arrange your own and get reimbursed. When I asked, the agent shrugged and said "oh you could have done this all along" Well, she didn't offer it before I asked. Given the traffic patterns at time of scheduling car, the trip would have been much shorter and cheaper.
This additional hour delay caused me to miss my 7 pm replacement flight. I was moved to 8:40 pm flight which, as Murphy's would have it, got delayed eventually too, till 10:30. I ultimately touched down at 1:00 am.
I reached out to Premier customer service (I'm Premier Platinum) and asked for compensation for my Uber fare ($155 and change) and for my 5+ hours delay.
United's response? They can reimburse for $150 - that's the maximum they allow for airport transfer. (Granted, they only fell short a couple of dollars; it's the principal of the matter though that bothers me. It's reasonable to expect compensation for an expense incurred directly as a result of airline actions. I don't blame mechanical issues; life happens. I only hold them responsible for the lack of efficiency and transparency.
As for the delay and aggravation? 7,500 goodwill miles
( I'd reckon this amount of compensatory miles to be commensurate with a non-working seatback entertainment for a short flight or another minor inconvenience - though honestly I wouldn't ask for anything in that case.)
When I expressed my displeasure with their resolution, they wrote back that they cannot honor my request for higher compensation but they'd forward to their team. blah,
On an aside, I paid 3x the fare on the connecting route because I was short 2 flights towards meeting the 4 flight segment minimum in order to requalify for premier status. I was moved to a nonstop flight out of EWR, and now need to pursue my original flight itinerary to credit.
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