United Airlines had to use its recently created policy for handling passengers with long ground delays during thunderstorms last week in Denver.
United has changed its policies on ground delays, saying any North American flights that have taxi-out delays longer than four hours, taxi-in delays longer than 90 minutes or on-ground diversion delays longer than four hours will be deemed by United as “flights of note.”
Passengers on such flights get a note of apology, a certificate for 20 percent off a United round-trip economy-class ticket and a $10 airport meal voucher.
United said passengers also have more options to get off planes.
During taxi-in delays in Denver during the thunderstorms last week, passengers were stuck on planes on the tarmac for 90 minutes or longer after landing, and United said it is following up with customers.
“The Denver example is a good one to illustrate that, sometimes, we need a way to respond when we do not meet our customers’ and our own expectations,” said Alex Marren, United vice president of operational services, in a message to employees.
United spokeswoman Robin Urbanski said the policy is one component of efforts to prevent delays and that fewer than 0.1 percent of flights experience extensive delays.
Staff writer Kelly Yamanouchi can be reached at 303-954-1488 or kyamanouchi@
