Timely Hotel Reports Make All the Difference

MEC Hotel and Transportation Committee

Your hotel reports are a vital part of how the MEC Hotel and Transportation Committee identifies and addresses deficiencies with our layover hotels. Our committee reviews every report you file in Help Hub. We track any prevalent trends and share them with the right people, including the procurement buyer (the one who actually secures the rooms) and the hotel or transportation provider in question.

Lately, we’ve seen an increase in reports being submitted long after the issue occurred, sometimes even weeks later. That delay makes it much harder for us to take meaningful action. In many cases, hotels are unable to investigate or speak to staff involved if too much time has passed. To make a real difference, we need your reports as soon as possible after the incident.

While we strive to have every report answered by the vendors, please know that we cannot force them to respond. However, rest assured that we keep all reports in our tracking system. If a pattern or trend emerges, we will follow up and escalate as needed to protect your layover quality.

A few tips to make your reports as effective as possible:

• Be specific and factual. Describe what happened, when it happened, and who was involved. Your report is being read not just by United, but also by the hotel or transportation vendor. A respectful, professional tone is far more likely to prompt action than a confrontational one.
• Avoid inappropriate language. Profanity or unprofessional comments can render your report unusable. Help Hub doesn’t filter vulgar language, which can fall into the hands of supervisors and have adverse effects on your work history.
• Keep file sizes small. If you're attaching photos, please keep them compressed. If you have more images or details to share, you’re welcome to email them to us at hotels@unitedafa.org in addition to submitting your Help Hub report.
• Stick to one issue per report. For example, if you have both a transportation issue and a hotel room issue on your assignment, file them separately. This helps ensure each concern gets to the right party and is properly addressed.
• Pick the correct segment. It’s essential to make sure you select the correct pairing or segment associated with your complaint. Reports are routed directly to the vendors involved. If the wrong segment is selected, your report will most likely be misrouted, with no way to recover it afterward.

Timely, transparent, and respectful reporting helps us help you. When we have solid data, we can hold vendors accountable and advocate for better conditions for all of us.