United Airlines is raising the value of vouchers it gives customers whose flights have been delayed by mechanical problems and other airline-related issues.
According to a recent employee bulletin, United will give most inconvenienced coach passengers meal and drink vouchers worth $10, rather than the previous limit of $7.
Just as before, however, the vouchers will not be available to customers until their flights have been delayed by at least four hours for a reason caused by the airline. Airlines do not take responsibility for weather-related delays, so most customers waiting out storms are not eligible for vouchers.
These vouchers work like cash and can usually be used at food and drink vendors an an airport.
"We have heard consistent feedback from employees concerning the previous amenity voucher amount as it was not considered substantial enough to purchase food and beverage during an extended delay," United said in its bulletin. "We hope by increasing the amount, [agents] are better equipped to take care of our customers during disruptions."
Customers in business and first class, as well as two groups of elite frequent fliers flying in coach - Global Service members and United 1K members - should receive $20, the bulletin says.
Interestingly, premium and elite frequent flier customers are supposed to receive vouchers for all delays longer than four hours, even when the cause is poor weather.
For all customers, United says, supervisors can bend the rules, as long as they provide appropriate documentation.
United has been taking a lot of small steps to improve customers service recently. Here are some of the others.