UNITED Airlines passengers
will now not be compensated
for flight delays unless they
ask for it.
The airline will no longer
proactively offer vouchers
to customers on flights
delayed for less than six
hours. Previously, the airline
automatically distributed
vouchers to passengers
affected by delays it was
directly liable for. If passengers
experience delays between
four and six hours, it is up
to employees to decide
what compensation to offer.
Compensation will then only be
given after customers ask for
it, says United spokesperson,
Kevin Johnston.
“This policy empowers our
employees to make more
personalised service decisions
for our customers when a
disservice occurs. We will
continue to analyse feedback
on our policies and further
invest in approaches that
are most appreciated by our
customers.”
A local representative for
the airline said a number of
US-based airlines used this
policy, and that normal T&Cs
applied for agents wanting to
claim on behalf of clients.
