Nov 19, 2023, 6:37 pm
Last edit by: WineCountryUA
This is UA's guidance to TA's (on Jetstream) on re-scheduling
Old snapshots of jetstream
6 June 2020
Now posted on Jetstream -- UA's Travel Agency Rebooking Parameters
UA has stated
Wording on UA's Schedule changes page is still vague
12 May 2020 *New* (2nd) Guidance on DOT Refunds
Choosing between UA Electronic Travel Certificate (ETC) vs Future Flight Credit (FFC)
4 April 2020
As of APR 3:
Both US Department of Transportation and European Commission affirms that a refund must be provided for airline-cancelled flights upon passenger request.
ENFORCEMENT NOTICE REGARDING REFUNDS BY CARRIERS GIVEN THE UNPRECEDENTED IMPACT OF THE COVID-19 PUBLIC HEALTH EMERGENCY ON AIR TRAVEL
European Commission reaffirming on 18 MARCH 2020 that a refund is (still) an option due to cancelled flights despite COVID-19.
Asof 3 April
According to jetstream (UA's travel agency reference resource):
If schedule change > 6 hours (or cancellation with no rebook) a refund is allowed.
If you bought via OTA (Any Online Travel Agency like expedia/orbitz/), and want to perform changes/refund due to the waiver
1) go via OTA first, request cancel per United Jetstream rules
2) if OTA resists and only offers travel credit (instead of refund per Jetstream rules), try contacting UA directly to authorized refund, then contact OTA. Once OTA sees refund, you should get your money back from OTA
3) see this post for more information
For flights departing European Union, UA is required to provide a refund within 7 days upon passenger request for cancellation or schedule change in excess of 5 hours (see Section B).
The Notice of Passenger Rights granted by EC261/2004 is linked on this UA page.
For purposes of EC261/2004, the following countries are considered "Community member states."
US DOT position from 2011 concerning cancelled flights and refunds (page 23129)
If you believe UA is not refunding "in good faith" and/or outright violating the policy/rules above, your options are (in no particular order or combination):
United made a controversial change to their refund policy due to schedule changes during the current COVID-19 situation. United's previous schedule change policy allow for refunds if scheduled changed > 2 hours. If you wish to proceed with a charge back due to UA retroactively apply this change, the following links (policies no longer current) could serve to support your case with your credit card issuer and/or with a regulatory complaint.
https://www.united.com/web/en-US/con...arameters.aspx (This links to policy in effect prior to COVID-19)
https://www.united.com/web/format/pdf/agency/bookticket/AgencyRebookingParameters2016_Print.pdf (This links to policy in effect prior to COVID-19)
BACKUP link - http://archive.is/q8jDz (This links to policy in effect prior to COVID-19 and is not a UA link)
Note: UA is being very reluctant to provide refunds. However UA is allowing "free" mileage redeposit
Related thread: Check Your UA Itineraries for Schedule Changes and what to do after one
archive thread: https://www.flyertalk.com/forum/unit...d-archive.html
Additional parameters for flights impacted by schedule changes for United-operated flights
***Continuing or return travel dates may be voluntarily changed on UA segments only in the original inventory class to maintain the original length of stay prior to the re-accommodation. Changes to the return flight must be in the same PNR and be made in the same transaction as the re-accommodation of the outbound flight. The change fee and add/collect will be waived for changes made to the return (original class of service only).
- Non-stops may go to connecting flights, and connecting flights may go to non-stops
- Connecting hub may be changed
- If original day of departure is unavailable, may depart 7 days prior to or after original departure date. If outbound flight is impacted, subsequent flights on same itinerary may be changed to maintain original length of trip.***
- Alternate airports within a 250-mile radius of the original origin or departure airport***
- Change may apply to origin and destination, but must be changed at the original time of ticket reissue
- Customer is responsible for any additional expenses incurred
***Continuing or return travel dates may be voluntarily changed on UA segments only in the original inventory class to maintain the original length of stay prior to the re-accommodation. Changes to the return flight must be in the same PNR and be made in the same transaction as the re-accommodation of the outbound flight. The change fee and add/collect will be waived for changes made to the return (original class of service only).
Unacceptable (UA): Misconnecting itinerary | Change to originally scheduled arrival or departure time of at least
+ / - 30 minutes
Options Change to alternate UA flight (same origin and destination and original operating carrier or carrier permitted as noted in fare rule)
Unacceptable (UA): Change to original arrival or departure time of 2 hours or more | Flight(s) canceled with no protection| Flight goes from non-stop to connection Options Change to alternate UA flight with same origin and destination and original operating carrier or carrier permitted as noted in fare rule, or travel agencies can refund through ARC, BSP, GDS.
+ / - 30 minutes
Options Change to alternate UA flight (same origin and destination and original operating carrier or carrier permitted as noted in fare rule)
Unacceptable (UA): Change to original arrival or departure time of 2 hours or more | Flight(s) canceled with no protection| Flight goes from non-stop to connection Options Change to alternate UA flight with same origin and destination and original operating carrier or carrier permitted as noted in fare rule, or travel agencies can refund through ARC, BSP, GDS.
Old snapshots of jetstream
Additional parameters for flights impacted by schedule changes
***Continuing or return travel dates may be voluntarily changed on UA segments only in the original inventory class to maintain the original length of stay prior to the re-accommodation. Changes to the return flight must be in the same PNR and be made in the same transaction as the re-accommodation of the outbound flight. The change fee and add/collect will be waived for changes made to the return (original class of service only).
**United Basic Economy fares booked in "N" class must remain in "N" class when eligible for self-service rebooking due to unacceptable schedule changes or irregular operations. If "N" class is unavailable, please contact Uniteds Customer Contact Centers for assistance. Rebooking into an ineligible booking class may result in the issuance of a debit memo. For non-Basic Economy fares, do not rebook into "N" class.
- Non-stops may go to connecting flights, and connecting flights may go to non-stops
- Connecting hub may be changed
- If original day of departure is unavailable, may depart 7 days prior to or after original departure date. If outbound flight is impacted, subsequent flights on same itinerary may be changed to maintain original length of trip.***
- Alternate airports within a 100 mile radius of the original origin or departure airport***
- Change may apply to origin and destination, but must be changed at the original time of ticket reissue
- Customer is responsible for any additional expenses incurred
***Continuing or return travel dates may be voluntarily changed on UA segments only in the original inventory class to maintain the original length of stay prior to the re-accommodation. Changes to the return flight must be in the same PNR and be made in the same transaction as the re-accommodation of the outbound flight. The change fee and add/collect will be waived for changes made to the return (original class of service only).
**United Basic Economy fares booked in "N" class must remain in "N" class when eligible for self-service rebooking due to unacceptable schedule changes or irregular operations. If "N" class is unavailable, please contact Uniteds Customer Contact Centers for assistance. Rebooking into an ineligible booking class may result in the issuance of a debit memo. For non-Basic Economy fares, do not rebook into "N" class.
Now posted on Jetstream -- UA's Travel Agency Rebooking Parameters
UA has stated
On June 5, 2020, United updated its guidance to its contact agents to provide refunds for all flights that had a carrier-initiated schedule change of more than two (2) hours. This change in guidance applies to all passengers, both moving forward and retrospectively, including for carrier-initiated schedule changes throughout the COVID-19 pandemic.
12 May 2020 *New* (2nd) Guidance on DOT Refunds
4. May airlines and ticket agents retroactively apply new refund policies?
The Department interprets the statutory prohibition against unfair or deceptive practices to cover actions by airlines and ticket agents applying changes retroactively to their refund policies that affect consumers negatively. The refund policy in place at the time the passenger purchased the ticket is the policy that is applicable to that ticket. The Aviation Enforcement Office would consider the denial of refunds in contravention of the policies that were in effect at the time of the ticket purchase to be an unfair and deceptive practice.The Department interprets the statutory prohibition against unfair or deceptive practices to cover actions by airlines and ticket agents applying changes retroactively to their refund policies that affect consumers negatively. The refund policy in place at the time the passenger purchased the ticket is the policy that is applicable to that ticket. The Aviation Enforcement Office would consider the denial of refunds in contravention of the policies that were in effect at the time of the ticket purchase to be an unfair and deceptive practice.
The Department interprets the statutory prohibition against unfair or deceptive practices to cover actions by airlines and ticket agents applying changes retroactively to their refund policies that affect consumers negatively. The refund policy in place at the time the passenger purchased the ticket is the policy that is applicable to that ticket. The Aviation Enforcement Office would consider the denial of refunds in contravention of the policies that were in effect at the time of the ticket purchase to be an unfair and deceptive practice.The Department interprets the statutory prohibition against unfair or deceptive practices to cover actions by airlines and ticket agents applying changes retroactively to their refund policies that affect consumers negatively. The refund policy in place at the time the passenger purchased the ticket is the policy that is applicable to that ticket. The Aviation Enforcement Office would consider the denial of refunds in contravention of the policies that were in effect at the time of the ticket purchase to be an unfair and deceptive practice.
4 April 2020
Were extending electronic certificates
To give you more flexibility when you travel, electronic certificates are now valid for 24 months from the date they were issued. This includes all currently valid electronic certificates and all new ones issued on or after April 1, 2020.
This policy change will automatically appear, but it may not be reflected everywhere right away. Wed appreciate your patience as we work to make that happen.
To give you more flexibility when you travel, electronic certificates are now valid for 24 months from the date they were issued. This includes all currently valid electronic certificates and all new ones issued on or after April 1, 2020.
This policy change will automatically appear, but it may not be reflected everywhere right away. Wed appreciate your patience as we work to make that happen.
Both US Department of Transportation and European Commission affirms that a refund must be provided for airline-cancelled flights upon passenger request.
ENFORCEMENT NOTICE REGARDING REFUNDS BY CARRIERS GIVEN THE UNPRECEDENTED IMPACT OF THE COVID-19 PUBLIC HEALTH EMERGENCY ON AIR TRAVEL
European Commission reaffirming on 18 MARCH 2020 that a refund is (still) an option due to cancelled flights despite COVID-19.
Asof 3 April
According to jetstream (UA's travel agency reference resource):
If schedule change > 6 hours (or cancellation with no rebook) a refund is allowed.
If you bought via OTA (Any Online Travel Agency like expedia/orbitz/), and want to perform changes/refund due to the waiver
1) go via OTA first, request cancel per United Jetstream rules
2) if OTA resists and only offers travel credit (instead of refund per Jetstream rules), try contacting UA directly to authorized refund, then contact OTA. Once OTA sees refund, you should get your money back from OTA
3) see this post for more information
For flights departing European Union, UA is required to provide a refund within 7 days upon passenger request for cancellation or schedule change in excess of 5 hours (see Section B).
The Notice of Passenger Rights granted by EC261/2004 is linked on this UA page.
For purposes of EC261/2004, the following countries are considered "Community member states."
EU means the 27 EU countries , including Guadeloupe, French Guiana, Martinique, Runion Island, Mayotte, Saint-Martin (French Antilles), the Azores, Madeira and the Canary Islands as well as Iceland, Norway, Switzerland and the United Kingdom. It does not include the Faeroe Islands, the Isle of Man and the Channel Islands.
US DOT position from 2011 concerning cancelled flights and refunds (page 23129)
We reject some carriers and carrier associations assertions that carriers are not required to refund a passengers fare when a flight is cancelled if the carrier can accommodate the passenger with other transportation options after the cancellation. We find it to be manifestly unfair for a carrier to fail to provide the transportation contracted for and then to refuse to provide a refund if the passenger finds the offered rerouting unacceptable (e.g., greatly delayed or otherwise inconvenient) and he or she no longer wishes to travel. Since at least the time of an Industry Letter of July 15, 1996 the Departments Aviation Enforcement Office has advised carriers that refusing to refund a non-refundable fare when a flight is canceled and the passenger wishes to cancel is a violation of 49 U.S.C. 41712 (unfair or deceptive practices) and would subject a carrier to enforcement action.
If you believe UA is not refunding "in good faith" and/or outright violating the policy/rules above, your options are (in no particular order or combination):
- Make an attempt to reach out to UA again and escalate to supervisor and/or put in a refund request on UA page.
- File complaint with US DoT or relevant Community member state enforcement agency.
- File a chargeback with your credit card issuer under "Services not provided" after an attempt (note date/time etc) of resolving with UA has been made. ***CAUTION*** Under VISA rules (Table 11-95), a chargeback has to be initiated within 120 days from the date the service is expected to be delivered. As such, if you don't file a chargeback until you are eligible for a refund under UA's "no refund until ticket expires" or UA subsequently deciding to extend all ticket validity beyond 12 months, you may find you will no longer be able to initiate a chargeback. Mastercard should provide similar timeframes. Need confirmation on AMEX/Discover.
United made a controversial change to their refund policy due to schedule changes during the current COVID-19 situation. United's previous schedule change policy allow for refunds if scheduled changed > 2 hours. If you wish to proceed with a charge back due to UA retroactively apply this change, the following links (policies no longer current) could serve to support your case with your credit card issuer and/or with a regulatory complaint.
https://www.united.com/web/en-US/con...arameters.aspx (This links to policy in effect prior to COVID-19)
https://www.united.com/web/format/pdf/agency/bookticket/AgencyRebookingParameters2016_Print.pdf (This links to policy in effect prior to COVID-19)
BACKUP link - http://archive.is/q8jDz (This links to policy in effect prior to COVID-19 and is not a UA link)
Note: UA is being very reluctant to provide refunds. However UA is allowing "free" mileage redeposit
Related thread: Check Your UA Itineraries for Schedule Changes and what to do after one
archive thread: https://www.flyertalk.com/forum/unit...d-archive.html
Schedule Change(Back to 2hrs) / Cancelation Refund [Archive]
Mar 27, 2020 | 11:03 am
#886
Join Date: Feb 2012
Posts: 42
Question on ETC - If you get an ETC for say $3k and you try to use it for a trip that costs say $1k does your ETC retain the remaining $2k?
Mar 27, 2020 | 11:48 am
#887
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 25,571
Mar 27, 2020 | 11:49 am
#888
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 12,778
)If booking for multiple passengers, you can also select to which ones you want it applied. That can be useful if, say, you are buying a ticket for $1k per passenger and you have one ETC for $1.1k and one for $1k.
Mar 27, 2020 | 1:25 pm
#889
Join Date: Sep 2008
Posts: 812
One of the segments in an itinerary I had cancelled about 3 weeks ago, and I called UA and at the time they said they'll refund the ticket. I called in last week and they confirmed the refund is processing. I still don't have the refund back to my credit card.
Has United stopped processing refunds they already agreed to issue?
Has United stopped processing refunds they already agreed to issue?
Mar 27, 2020 | 1:31 pm
#890
FlyerTalk Evangelist
Join Date: Oct 2006
Location: SFO/SJC
Programs: UA Silver, Marriott Gold, Hilton Gold, IHG Platinum
Posts: 16,143
One of the segments in an itinerary I had cancelled about 3 weeks ago, and I called UA and at the time they said they'll refund the ticket. I called in last week and they confirmed the refund is processing. I still don't have the refund back to my credit card.
Has United stopped processing refunds they already agreed to issue?
Has United stopped processing refunds they already agreed to issue?
have you checked the refunds site to check on the status (you can look it up with ticket number)? Did you get a confirmation at the time that the refund was processed on the UA end?
Mar 27, 2020 | 1:41 pm
#891
Join Date: Jul 2009
Location: New York, NY
Programs: Independent
Posts: 475
Any luck getting United to refund a ticket that you cancelled, and then they cancelled the flight for? I had a flight for SLC for tonight, and United is no longer flying non-stop there.
I put in a refund request and got $0.90 back. Guess I should have held out for them to cancel it, but in early March I was afraid they'd change the policies around flexible ticketing.
I put in a refund request and got $0.90 back. Guess I should have held out for them to cancel it, but in early March I was afraid they'd change the policies around flexible ticketing.
Mar 27, 2020 | 2:01 pm
#892
Join Date: Dec 2019
Posts: 27
I'm confused about refunds. So I had a flight from den to ord, then ord to ams. My flight wasn't "canceled", but they added an extra leg from ord to Newark. The problem is my flight took off from Denver at 1115am, and my new flight from Chicago to newark took off at 10am. A good 4.5 hours before i landed. They told me all they could do was the 12 month credit and then a refund after 12 months. Was this Correct? Should I call back or use the online form to request a refund?
Mar 27, 2020 | 2:02 pm
#893
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 25,571
I'm confused about refunds. So I had a flight from den to ord, then ord to ams. My flight wasn't "canceled", but they added an extra leg from ord to Newark. The problem is my flight took off from Denver at 1115am, and my new flight from Chicago to newark took off at 10am. A good 4.5 hours before i landed. They told me all they could do was the 12 month credit and then a refund after 12 months. Was this Correct? Should I call back or use the online form to request a refund?
Mar 27, 2020 | 3:21 pm
#894
Join Date: Sep 2008
Posts: 812
One of the segments in an itinerary I had cancelled about 3 weeks ago, and I called UA and at the time they said they'll refund the ticket. I called in last week and they confirmed the refund is processing. I still don't have the refund back to my credit card.
Has United stopped processing refunds they already agreed to issue?
Has United stopped processing refunds they already agreed to issue?
Mar 27, 2020 | 4:24 pm
#895
FlyerTalk Evangelist
Join Date: Oct 2006
Location: SFO/SJC
Programs: UA Silver, Marriott Gold, Hilton Gold, IHG Platinum
Posts: 16,143
FYI, my refund was to a Chase card, so if it was properly sent, you should have definitely received by now. IME, Chase is relatively quick with posting refunds (couple of days). Something is definitely odd if its been 3 weeks.
Mar 27, 2020 | 5:40 pm
#896
Join Date: Feb 2014
Programs: Amex Plat, Hilton Diamond, SPG Gold, Carlson Gold, CM Presidential / *A Gold, Hertz 5*
Posts: 1,754
These have probably been asked and answered many times, but its a long thread:
1. I book a trip on the 10th March 2020 for $900 for a trip in June and now want to change it, new trip costs me $850. If I change the trip, then I presume I am out on $50. If I cancel the original booking and get future flight credit, would I have $900 in travel funds, use $850 for new trip and then have $50 left over to apply to a new trip?
2. Unrelated to the above. I book a trip in economy on the 10th March 2020 for $900 for a trip in June and upgrade 1 of the 4 legs after purchase to business for $189 (the offer after booking, which books into P). I then cancel this trip. How much in future flight credit do I now have?
Is it always, with this waiver, much better to cancel a booking, rather than change it?
1. I book a trip on the 10th March 2020 for $900 for a trip in June and now want to change it, new trip costs me $850. If I change the trip, then I presume I am out on $50. If I cancel the original booking and get future flight credit, would I have $900 in travel funds, use $850 for new trip and then have $50 left over to apply to a new trip?
2. Unrelated to the above. I book a trip in economy on the 10th March 2020 for $900 for a trip in June and upgrade 1 of the 4 legs after purchase to business for $189 (the offer after booking, which books into P). I then cancel this trip. How much in future flight credit do I now have?
Is it always, with this waiver, much better to cancel a booking, rather than change it?
Mar 27, 2020 | 6:07 pm
#897
Flyertalk Evangelist, Moderator: United Airlines MileagePlus
Join Date: Nov 2014
Location: MSP
Programs: DL DM, UA Nostalgist, Global Entry; +others wherever miles/points are found
Posts: 16,100
1. I book a trip on the 10th March 2020 for $900 for a trip in June and now want to change it, new trip costs me $850. If I change the trip, then I presume I am out on $50. If I cancel the original booking and get future flight credit, would I have $900 in travel funds, use $850 for new trip and then have $50 left over to apply to a new trip?
2. Unrelated to the above. I book a trip in economy on the 10th March 2020 for $900 for a trip in June and upgrade 1 of the 4 legs after purchase to business for $189 (the offer after booking, which books into P). I then cancel this trip. How much in future flight credit do I now have?
Mar 27, 2020 | 6:11 pm
#898
Join Date: Feb 2014
Programs: Amex Plat, Hilton Diamond, SPG Gold, Carlson Gold, CM Presidential / *A Gold, Hertz 5*
Posts: 1,754
Originally Posted by United.com
Cancel your flight and rebook later:
On the united.com homepage, select "My Trips" and enter your reservation information to retrieve your flight
Select "Cancel flight"
Confirm flight cancellation
If you have future flight credit, when you return to the reservation, select "Use Future Flight Credit" to shop for new flights and apply the credit towards a new flight.
On the united.com homepage, select "My Trips" and enter your reservation information to retrieve your flight
Select "Cancel flight"
Confirm flight cancellation
If you have future flight credit, when you return to the reservation, select "Use Future Flight Credit" to shop for new flights and apply the credit towards a new flight.
https://www.united.com/ual/en/us/fly...l/notices.html
Mar 27, 2020 | 6:13 pm
#899
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
Posts: 72,959
These have probably been asked and answered many times, but its a long thread:
1. I book a trip on the 10th March 2020 for $900 for a trip in June and now want to change it, new trip costs me $850. If I change the trip, then I presume I am out on $50. If I cancel the original booking and get future flight credit, would I have $900 in travel funds, use $850 for new trip and then have $50 left over to apply to a new trip? ...
1. I book a trip on the 10th March 2020 for $900 for a trip in June and now want to change it, new trip costs me $850. If I change the trip, then I presume I am out on $50. If I cancel the original booking and get future flight credit, would I have $900 in travel funds, use $850 for new trip and then have $50 left over to apply to a new trip? ...
However, you might try to see if the Cancel and convert to ETC options show when canceling -- that should be for the full amount, if available. Have no idea if it will.
2. Unrelated to the above. I book a trip in economy on the 10th March 2020 for $900 for a trip in June and upgrade 1 of the 4 legs after purchase to business for $189 (the offer after booking, which books into P). I then cancel this trip. How much in future flight credit do I now have? ...
If you do the offer on United.com, mostly likely(even if going into P), the upgrade is non-refundable, non-transferable on cancellation.
If you call and do an up fare (maybe a different cost), it becomes a part of the fare and is 100% toward future flight credit.
If my thoughts are correct, it depends. My guess is UA's intent was no.
Mar 27, 2020 | 6:35 pm
#900
Join Date: Mar 2014
Location: SYD, CBR, BDL
Programs: UA 1K, VA Platinum
Posts: 1,361
When cancelling a ticket that has a miles+copay upgrade confirmed, what happens to the copay and points? I understand the ticket price will stay with the reservation, but is the copay ($600) refunded to original payment? Or added to the amount on the reservation?