Trying to get EU 261 compensation on United? Be prepared to make some decisions

01.05.2024 - 18:01 / thepointsguy.com

It was the best of times; it was the worst of times. A relaxing week in Paris and Normandy on a Viking river cruise sailing down the Seine ended with a multi-hour delay once I arrived at Paris-Charles de Gaulle Airport (CDG) for my flight home on United Airlines.

During my five-hour stint in the airport, I consoled myself with the swanky Star Alliance lounge (hello Champagne bar, tea area and outdoor terrace) and the knowledge that, as the minutes ticked by, United would have to abide by the EU 261 law that compensates passengers for delays and cancellations.

One thing I wasn't prepared for as the clock struck the magical three-hour delay mark: United has added an interesting twist to what is usually a straight-up financial transaction.

If you're unfamiliar with the EU 261 rule, it's a good one to add to your travel "must-haves." The EU, unlike the U.S. currently, has consumer protections in place for travelers (though the U.S. Department of Transportation did just roll out new airline consumer refund guidelines).

There are several factors for delays and cancellations and how they equate to financial compensation, but the main piece of information to keep in mind is that under EU law, the consumer-friendly EU 261 regulation supports passengers who encounter delays or cancellations. It requires airlines to provide compensation in certain circumstances; one of these circumstances is if your international flight departing from an EU country will arrive more than three hours after your scheduled time.

U.S.-based passengers can file an EU 261 claim under eligible conditions when on a flight departing the EU or when flying with an EU-based carrier en route to the EU.

(To find the right place to file for United compensation, go to Customer Care, choose the "Question" option and then click on "International Passenger Rights.")

In the past when I've taken advantage of the EU 261 rule (yes, I've been delayed before — including an 18-hour overnight in Paris courtesy of Air France — but I digress), it's been a very cut-and-dried transaction. I simply found the right place on the website to file my claim (legally, the airlines need to inform you of the policy and provide information on how to file); then, I received the U.S. dollar equivalent of the 600 euro compensation directly into my bank account. (You can also choose to have a check sent to you.)

In other words, it's a cash transaction.

But United has done something pretty clever, giving you the right to waive your cash compensation for either miles or credit.

My offer (and from searching flyer chat rooms, this seems to be consistent with United) was:

This stopped me in my tracks. What to choose? I couldn't decide right away, so I broke down the math.

On the