United Airlines will no longer offer compensation to passengers for delays less than six hours unless they ask for it, "based on feedback" it received (Skift, 06-Jan-2020). United urged staff to "do the right thing to take care of the customer" when "situations arise, and they warrant compensation outside of this guideline", adding the In-the-Moment Care app may be used to grant immediate compensation and thus "avoid sending the customer to a website or service desk". United said this decision "empowers our employees to make more personalized service decisions for our customers when a disservice occurs".
United Airlines will no longer offer compensation to pax for delays less than six hours unless asked
7 January, 2020