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For Hotel and Transportation Issues Remember to Use Self Help

Date: April 7, 2017

When is it appropriate to use self-help for hotel and transportation issues? We have listed a few examples of both transportation and hotel issues that could occur. 

Transportation: Under Section 5.D.4 of our Joint Collective Bargaining Agreement (JCBA) it requires layover hotel-operated transportation to be available to pick-up Flight Attendants within 35 minutes of block arrival. It also states that if transportation is contracted independently (“public limousine service” – in other words not a hotel van), the cut-off time is 45 minutes after block arrival. If these wait times are exceeded, Flight Attendants may use other means of transportation to the place of lodging, i.e. self-help.

Hotel: Section 5.B.5. states if you arrive at a layover hotel and your room is not ready within 30 minutes after arrival you may use Self-Help and obtain other accommodations. There are certainly other times you may also use Self-Help such as: no hot or cold water, no power, no heat or air conditioning, broken door locks, bugs or vermin of any kind in your room, no food availability whatsoever, noise that prohibits legal rest or any situation that threatens your safety or well-being.  In addition, if you arrive, as a result of irregular operations, in a city where a hotel was not planned but becomes necessary, you may find yourself needing to use these procedures. 

If you encounter these or similar issues, take the following action to correct your experience: 

  1. Calmly attempt to resolve the issue with the people providing the services – the hotel or transportation company.  Always ask to speak to a manager on duty.
  2. If this fails to fix the problem, call the Hotel Desk (Crew Accommodations) and ask for their assistance. Call 888-4-UAL-VIP (888-482-5847) or select the hotel option from your pre-merger Crew Scheduling Menu.
  3. If you do not get resolution to your situation through these two avenues, go to another hotel and take a taxi, if necessary.  Ensure that you have the names of hotel and company representatives with whom you’ve spoken.  Get receipts for all of your expenses and submit a company expense report for reimbursement.
  4. Once settled into a different hotel, call Crew Scheduling and let them know where you are.  Be aware that the Hotel Desk is not Crew Scheduling.

Don’t be afraid to act in your best interests.  United is responsible for our safety on layovers.  If they do not respond, take care of yourself.  If one of your flying partners is in trouble and doesn’t have the expendable cash or a credit card to take care of it, help them out if you can. 

When you return from your trip remember to file the appropriate expense report and attach your receipts for reimbursement.

Self-help is not only allowable per our Collective Bargaining Agreement; it is strongly recommended you seek self-help to ensure adequate rest and to protect your safety. The AFA MEC Hotel and Transportation Committee meets with United Crew Accommodations monthly, to address problems and seek positive resolution.  Our advocacy is strengthened when problems are documented and trended through TVLLOG and Hotel reports.  Help us help you, file a report every time you experience a problem, conversely, or a positive experience.

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