It’s easy to forget that prior to their merger with Continental Airlines, United really was a broken carrier. Instead of investing in their product, they would give out passenger compensation liberally. United knew their planes were in disrepair, and flight attendants were armed with cards they could hand out for easy compensation. These were known as ‘Skykits’ and later “Please Accept Our Apology cards.”
United has a new compensation program that started yesterday proactively giving out up to $125 to passengers who are disserved or who go out of their way to be helpful.