Getting United to pay out for EU-261

If you’ve had a flight delay originating in the EU within the past few years, you probably got a flyer with detailing your rights under EU regulation 261. Without getting into the details, it requires airlines to compensate passengers in cash for delays starting at 250€ and going up to 600€, depending on distance and length of delay.

Backstory

Our flight out of CDG in January was canceled due to a mechanical problem and rebooked for the following day. We were given a flyer about EU-261, and so sent a message through the customer service form on their website that day. After about a month, I received a letter saying that unfortunately, our situation did not qualify for compensation but that I would be granted a $175 voucher for my next flight on United. I declined. I went back and forth with United a couple of times via snail mail and they sent a letter saying that the mechanical issue was “force majeure” (an act of god) and thus exempt from EU-261 payouts — end of story: “We consider this issue closed.”

I didn’t stop there. I contacted the FAA. They responded that they would investigate. N contacted the French equivalent of the FAA. He heard back that they agreed that United should pay out under the regulation, but that they would need to contact United. After that, we heard nothing for months, so we didn’t hold out much hope.

Change of CEO

In September 2015, Oscar Munoz was named the new CEO of United. With new leadership, I think they re-examined EU-261 claims and I was contacted out of the blue in October with a new offer: a $1000 travel voucher, 30K United miles, or 600€. I filled out the form and sent it off — I should be getting cash in the form of prepaid debit cards within the month.

How this affects you

If you haven’t yet received a new email from United about a declined EU-261 claim you believe is valid, it may be time to contact them again. Just send them the same information you sent originally through customer service messaging on United.com and they will take another look at your case. I can’t be sure whether it was the CEO change or the FAA or the French FAA, but it’s worth a try! 250-600€ for 5-10 minutes of your time? Why not.

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