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 If you wish to proceed with a charge back due to UA retroactively apply this change, the following links (policies no longer current) could serve to support your case with your credit card issuer and/or with a regulatory complaint.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 | 1:39 pm
#991
Join Date: Aug 2011
Programs: UA 1K | Marriott LT Platinum
Posts: 493
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 | 2:26 pm
#993
FlyerTalk Evangelist
Join Date: Feb 1999
Location: Seat 1A, Juice pretty much everywhere, Mucci des Coins Exotiques
Posts: 34,337
I called in today, as a 1MM Gold member, and asked for a refund for CDG-EWR tickets that I bought for family where the flight was cancelled. The agent tried to get me to switch the dates or get the ETC for one year followed by a refund, as mentioned above, but I politely insisted on a refund. She put me on hold for a bit, but then processed my refund. Call lasted about 2 minutes or so.
Mar 30, 2020 | 2:34 pm
#994
Join Date: Mar 2004
Location: LAX IAH AMS
Programs: UA GS 2MM
Posts: 1,431
Question.... I have a flight in first where the nonstop has been cancelled. I was rebooked on a 1 stop but now one of the flights is on the devils chariot (CRJ200) and therefore the ticket is now mixed cabin. Is this grounds for a refund? I would never have booked the ticket this way and avoid the CRJ200 at all costs. As in I would not have booked the ticket at all.
Mar 30, 2020 | 2:45 pm
#995
Join Date: Feb 2014
Programs: Amex Plat, Hilton Diamond, SPG Gold, Carlson Gold, CM Presidential / *A Gold, Hertz 5*
Posts: 1,754
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?
United proactively called me today (no status with United directly, but *G)! Have a flight in about 3 weeks from PTY-YVR via IAH, and we cannot leave PTY currently. Agent was called specifically about this trip, was able to cancel this and give an ETH for it - I asked several times about a refund to card but was denied, quoting me the 12 months of use and then a refund back to card after this if the ETH went unused. I will use the credit eventually, so all good
On the same call, they also cancelled another trip in April and I got a $1K ETH for that too
Both of these trips were booked in Jan/Feb, before the March 3rd waiver was announced - this makes a difference according to the agent
Finally, for a trip in June mentioned in the quote above, she was able to cancel the upgrade on the 1st leg and refund that $189 to my card. She then cancelled the entire trip and was then able to use the future flight credit to move the flights to the day I then wanted. All work out well here
So in the end, fair play to United for proactively reaching out (she said it was being done by status and that a bunch of them were doing this for affected countries - probably hundreds of thousands of reservations imo). Bit annoying about the no refund to card, but it wont affect me (unless they go under of course)
Mar 30, 2020 | 3:02 pm
#996
Original Member
Join Date: May 1998
Location: NYC
Programs: AA 2MM, Bonvoy LTT, Hilton Gold
Posts: 15,000
Question.... I have a flight in first where the nonstop has been cancelled. I was rebooked on a 1 stop but now one of the flights is on the devils chariot (CRJ200) and therefore the ticket is now mixed cabin. Is this grounds for a refund? I would never have booked the ticket this way and avoid the CRJ200 at all costs. As in I would not have booked the ticket at all.
Mar 30, 2020 | 3:03 pm
#997
Join Date: Jun 2008
Programs: AS Silver, UA, AA, Hyatt Globalist, and Marriott Silver
Posts: 569
Got an email today from UA that my CZM trip later this week. The email subject line said "You've successfully cancelled your reservation". A bit deceptive as I did not cancel, they did. When I look online under my cancelled trips it says "this reservation has been cancelled. To use any remaining value towards a future flight please select the button below." The only button that shows is to select the future flight credit. I filed for an online refund and stated my plan to file a DOT complaint if I do not see a refund on my credit card in 7 business days, and also attached a copy of the DOT letter I plan to submit. I also stated I would file a chargeback on my credit card. Not holding out much hope, so we'll see what they say.
Mar 30, 2020 | 3:06 pm
#998
Original Member
Join Date: May 1998
Location: NYC
Programs: AA 2MM, Bonvoy LTT, Hilton Gold
Posts: 15,000
FYI - Data points on AA thread (post 475) indicate while AA is still offering refunds for cancelled flights/scheduled changes > 60 minutes, they are giving customers an option to take a voucher worth 120% of ticket value in lieu of refund. Very different take on customer service in these trying times.
Mar 30, 2020 | 4:15 pm
#999
Join Date: Jun 2004
Location: Washington, DC
Programs: UA Gold 1MM, AA EXP, HH Diamond, MR Gold, Avis PC, Hertz PC
Posts: 1,263
Mar 30, 2020 | 4:22 pm
#1000
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 25,566
Question.... I have a flight in first where the nonstop has been cancelled. I was rebooked on a 1 stop but now one of the flights is on the devils chariot (CRJ200) and therefore the ticket is now mixed cabin. Is this grounds for a refund? I would never have booked the ticket this way and avoid the CRJ200 at all costs. As in I would not have booked the ticket at all.
That said, forget mixed cabin -- it's also almost certainly a change of operating carrier. The DOT requires that the operating carrier be presented at booking, and so if you want to press for a refund, that's the approach to use -- "I wouldn't have booked this if I had known it was being operated by XYZ."
Mar 30, 2020 | 4:23 pm
#1001
FlyerTalk Evangelist
Join Date: Oct 2006
Location: SFO/SJC
Programs: UA Silver, Marriott Gold, Hilton Gold, IHG Platinum
Posts: 16,141
Mar 30, 2020 | 4:29 pm
#1002
Join Date: Feb 2015
Location: SFO
Programs: UA 1MM 1K, BA Gold
Posts: 479
UA Electronic Travel Certificate & Codeshares/partner flights
Idea is to book a changeable ticket with UA only flights and then change to ones with codeshares.
Mar 30, 2020 | 4:33 pm
#1003
Join Date: Aug 2004
Programs: Marriott Plat
Posts: 968
Just cancelled an award ticket on Twitter that had a segment that was cancelled. Miles are being redeposited and taxes are being refunded; no fees indicated.
Mar 30, 2020 | 6:30 pm
#1004
Original Member
Join Date: May 1998
Location: NYC
Programs: AA 2MM, Bonvoy LTT, Hilton Gold
Posts: 15,000
Mar 30, 2020 | 7:21 pm
#1005
Join Date: Aug 2001
Location: SFO/SJC
Programs: UA 1K ex-GS(NL) 2.4MM, WN A, Bonvoy Ambassador, IHG Diamond, HH Gold, BW Diamond Select!, Hertz PC
Posts: 2,827
Just got an email inviting me to cancel my end of May domestic flights for a 12 month credit. It's as if they're pleading with me to do that before they cancel completely and have to refund.
Personally I'm fine with the credit for all these previously booked work trips - once flying resumes, I'll use the credits. Going to be an issue if our family summer vacation can't be refunded though. I will not be a happy camper.
Personally I'm fine with the credit for all these previously booked work trips - once flying resumes, I'll use the credits. Going to be an issue if our family summer vacation can't be refunded though. I will not be a happy camper.