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 If you wish to proceed with a charge back due to UA retroactively apply this change, the following links (policies no longer current) could serve to support your case with your credit card issuer and/or with a regulatory complaint.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 30, 2020 | 1:28 am
#976
Join Date: May 2009
Location: EUG
Programs: AS MVP, AA MM, HH Diamond, MR Gold
Posts: 8,524
For voluntary changes, that's absolutely a possibility -- issuing an ETC is entirely at the agent's discretion. For changes caused by UA cancellations, you should be able to get an ETC. (UA-caused changes are likely required to generate a refund, but UA is pushing hard not to refund anything, so it may be a struggle, as the length of this thread indicates).
Mar 30, 2020 | 8:08 am
#977
Original Member
Join Date: May 1998
Location: NYC
Programs: AA 2MM, Bonvoy LTT, Hilton Gold
Posts: 15,009
You may lose your eligibility to obtain a refund under UA's "no refund until ticket expiration" and/or to file a dispute under "services not received" if you accept an ETC if you decide at a later point in time you don't have plans to use ETC. You are essentially accepting a "store credit/gift card" that is no longer tied to original credit card ticket purchase.
Mar 30, 2020 | 9:10 am
#978
Join Date: Jun 2008
Programs: AS Silver, UA, AA, Hyatt Globalist, and Marriott Silver
Posts: 607
You may lose your eligibility to obtain a refund under UA's "no refund until ticket expiration" and/or to file a dispute under "services not received" if you accept an ETC if you decide at a later point in time you don't have plans to use ETC. You are essentially accepting a "store credit/gift card" that is no longer tied to original credit card ticket purchase.
Mar 30, 2020 | 9:12 am
#979
Join Date: Mar 2020
Posts: 36
UA electronic travel certificate
Has anyone successfully received an ETC from UA for a voluntarily cancelled flight that was booked between Mar 3 and Mar 31? I cancelled mine over the phone and the agent told me I would receive an email with the ETC in PDF format but I haven't received any emails and was wondering what the experience on the ground is like with regards to wait times from cancellation to receiving the ETC...
Mar 30, 2020 | 9:18 am
#980
FlyerTalk Evangelist
Join Date: Sep 2003
Location: Honolulu Harbor
Programs: UA 2MM 1K
Posts: 16,598
Has anyone successfully received an ETC from UA for a voluntarily cancelled flight that was booked between Mar 3 and Mar 31? I cancelled mine over the phone and the agent told me I would receive an email with the ETC in PDF format but I haven't received any emails and was wondering what the experience on the ground is like with regards to wait times from cancellation to receiving the ETC...
Last edited by IAH-OIL-TRASH; Mar 30, 2020 at 9:23 am
Mar 30, 2020 | 9:22 am
#981
FlyerTalk Evangelist
Join Date: May 2007
Location: Houston
Programs: UA Plat, Marriott Plat
Posts: 13,346
UA.sux offered me the ETC for cancelling a trip around T-4h from departure of the first flight, despite no flights being cancelled. There's something more here.
Mar 30, 2020 | 9:22 am
#982
Join Date: Mar 2020
Posts: 7
United is so difficult working with. I had a flight from Eagle to Philadelphia that was cancelled. The only alternate is a flight where I'd have to spend an overnight in Denver (getting in over 20 hour later than the original flight). I was told I was getting a refund a week ago (after the agent escalated to a supervisor). When I called for status today I was told it's in review, but I could get a credit for the cancelled flights. I said I'd wait for the review. I am also in the process of disputing the charged through my credit card.
For comparison, American Airlines also cancelled a flight I was on (Philadelphia to Eagle) and the refund appeared on my credit card in 2 days.
For comparison, American Airlines also cancelled a flight I was on (Philadelphia to Eagle) and the refund appeared on my credit card in 2 days.
Mar 30, 2020 | 9:27 am
#983
FlyerTalk Evangelist
Join Date: Sep 2003
Location: Honolulu Harbor
Programs: UA 2MM 1K
Posts: 16,598
HMMM - in a bankruptcy, might there be a difference between ETCs and retained reservations? Just the pessimist in me...
Mar 30, 2020 | 9:58 am
#984
Join Date: Mar 2020
Posts: 1
How close to flight time can I cancel and get my voucher?
Have a fight on April 8th from Newark to Fort Lauderdale. With the quarantine order for people going from NJ to FL and the general state of the world, we will not be taking this trip. I got bumped once from my original flight to another with an hour difference in time. This new flight was full at first but is slowly emptying out. If I understand the ever-changing state of refunds if I get moved 6 hours I can get a refund? This is the last EWR-FLL fight within 6 hours. Three questions
1)How close to flight time can I cancel online and get the ETC?
2)If they bump the time more then six hours and I want my refund I assume I cant do that online and they will make me call?
3)How close to flight time are they actually canceling these nearly empty flights? it seems they could be playing a game of chicken with a lot of us to see how cancels first
Thanks so much for all your help.
1)How close to flight time can I cancel online and get the ETC?
2)If they bump the time more then six hours and I want my refund I assume I cant do that online and they will make me call?
3)How close to flight time are they actually canceling these nearly empty flights? it seems they could be playing a game of chicken with a lot of us to see how cancels first
Thanks so much for all your help.
Mar 30, 2020 | 10:08 am
#985
Original Member
Join Date: May 1998
Location: NYC
Programs: AA 2MM, Bonvoy LTT, Hilton Gold
Posts: 15,009
United is so difficult working with. I had a flight from Eagle to Philadelphia that was cancelled. The only alternate is a flight where I'd have to spend an overnight in Denver (getting in over 20 hour later than the original flight). I was told I was getting a refund a week ago (after the agent escalated to a supervisor). When I called for status today I was told it's in review, but I could get a credit for the cancelled flights. I said I'd wait for the review. I am also in the process of disputing the charged through my credit card.
For comparison, American Airlines also cancelled a flight I was on (Philadelphia to Eagle) and the refund appeared on my credit card in 2 days.
For comparison, American Airlines also cancelled a flight I was on (Philadelphia to Eagle) and the refund appeared on my credit card in 2 days.
Mar 30, 2020 | 11:12 am
#986
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
Posts: 73,184
Welcome to FT!, personalt2
Well, the reality is UA is resisting refunds and will push you toward future flight credit
Cancelations need to be done before the flight "closes" if you checked-in by the required check-in time but best not push it too close -- In today's environment, I would allow at least a couple of hours
older thread -- https://www.flyertalk.com/forum/unit...et-credit.html
Have not heard of refunds being requestable online (for standard non-refundable tickets). Online for canceled flights you seem to be offered future flight credit and sometimes ETC. Expect resistence to any request for refunds
Most cancellations seem to occur 24-48 hours out. Some earlier, some later. UA historical has "finalized" system operations around midnight central USA time 2 days prior but these are not normal times.
While there seems to be clear rules for refunds, the reality with UA present is different
Have a fight on April 8th from Newark to Fort Lauderdale. With the quarantine order for people going from NJ to FL and the general state of the world, we will not be taking this trip. I got bumped once from my original flight to another with an hour difference in time. This new flight was full at first but is slowly emptying out. If I understand the ever-changing state of refunds if I get moved 6 hours I can get a refund? ...
Cancelations need to be done before the flight "closes" if you checked-in by the required check-in time but best not push it too close -- In today's environment, I would allow at least a couple of hours
older thread -- https://www.flyertalk.com/forum/unit...et-credit.html
While there seems to be clear rules for refunds, the reality with UA present is different
Mar 30, 2020 | 12:13 pm
#987
Join Date: Nov 2009
Posts: 243
Have you tried [email protected] ?
Mar 30, 2020 | 12:59 pm
#988
Join Date: Oct 2015
Location: SAN
Programs: 1K (since 2008), *G (since 1990), 1MM
Posts: 3,639
I thought normally if you voluntarily cancel a reservation, the value is actually retained with the record number/ticket, not in an ETC. If you look up your cancelled ticket in your reservations, does it say something about future use? An ETC is normally issued if you book a new (and cheaper) itinerary using the same ticket number and the balance is owed you.
Mar 30, 2020 | 1:20 pm
#989
Join Date: Dec 2007
Location: SFO
Programs: UA 1K and MM
Posts: 178
Schengen countries are not allowing tourists who are not citizens or residents of the Schengen countries to enter until mid April. So most likely, UA couldn't let you board a flight which is heading into a Schengen country.
Did they cancel it for you because you called or they just did it?
Did they cancel it for you because you called or they just did it?
Mar 30, 2020 | 1:28 pm
#990
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
Posts: 73,184
Has anyone successfully received an ETC from UA for a voluntarily cancelled flight that was booked between Mar 3 and Mar 31? I cancelled mine over the phone and the agent told me I would receive an email with the ETC in PDF format but I haven't received any emails and was wondering what the experience on the ground is like with regards to wait times from cancellation to receiving the ETC...
This reservation has been canceled. To use any remaining value toward a future flight, please select the button below.
A travel waiver is in effect for your reservation.
A travel waiver is in effect for your reservation.
If the "future Flight Credit" does not error out, you probably have no ETC coming.
As a second issue, if an ETC, the email deleivery has traditional been spotty, appears some agents miss a step. Calling with the original PNR can verify ETC existence and request to resent.
Yes the free 24 hour cancel is still operative. Clear DOT requirement
Last edited by WineCountryUA; Mar 30, 2020 at 1:33 pm Reason: merged consecutive posts by same member