Jan 15, 2024, 10:16 pm
Last edit by: WineCountryUA
Related topic: Change Fees "Gone For Good"(WW ex-USA,non-BE), credit for lower fare!, BE waiver
United;s web page: https://www.united.com/ual/en/us/fly...ng-policy.html
Uniteds 24-hour flexible booking policy
and Ticket refund policies - Booking service fees
April 2020
Previous wording - Dec 2019
Note: United refers to this as "Uniteds 24-hour flexible booking policy", not just cancellations. UA includes routing changes, pricing changes, fare class changes, ..... as well as simple cancellations. But the timeframe is based on the original purchases and not reset by a change. Only a cancellation and then separate rebooking would achieve that.
Reservation booking service fees and close-in booking fees for award tickets are refundable only if you cancel your reservation within 24 hours of purchase. These sometimes may take an extra request.
Starting 2016Q4 ticket receipts state
The website link does now mention the 7 day restriction (new 2017Q2) and the CoCs has contained the 7 day restriction for awhile. This is allowed by the DoT rules. However, no reports yet of UA enforcing the 7 day restriction.
DOT 24 refund rule, announcement
76 Fed. Reg. 23110, 23166, Apr. 25, 2011
Further DOT Guidance on 24 hour rule
Note the present UA implementation in practice is more generous -- no 7 day limitation enforcement as of yet.
UA's 24 hour rule was in place long before the DOT requirement .
Note -- a changed ticket does not get a new 24-hour free cancel period -- that benefit only applies to the original purchase.
Does the 24 hour rule apply to award tickets?
Yes
Does the 24 hour rule apply to close in bookings?
Yes but cancellation must be done before scheduled departure.
While the policy revision in 2018 add the DOT allowed 7-day exemption, UA has generally allowed this and not enforced the 7-day exemption. There has been just one FT reported situation where the 7-day was enforced and it had other factors.
In the case of credit card purchases, on a cancellation, the credit charge may be left pending and never finalized. So in the end it is as if it never happen.
Basic Economy tickets -- are they projected by the 24 hour rule?
Yes, UA is allowing cancellation of BE tickets in the first 24 hour (consistent with DOT requirements. But as UA allows changes also of other fares in the first 24 hours, it will not allow that of BE . The distinction is minor but
Book a reservation with ETC but cancelled with 24 hours, will the ETC be refunded?
Yes it should but UA can be rather slow on this and occasionally will drop the ball. You may need to followup. Note the refunded ETC will have the same expiration as the original ETC. (So, not a way to extend the ETC
) -- Note in late 2020, UA's practice does seem to have changed to issuing NEW ETCs
Archive thread: Uniteds 24-hour cancellation / flexible booking policy ... {Archive}
United;s web page: https://www.united.com/ual/en/us/fly...ng-policy.html
Uniteds 24-hour flexible booking policy
and Ticket refund policies - Booking service fees
April 2020
We know that life happens, and you may need to change your travel plans unexpectedly. United's 24-hour flexible booking policy gives you the freedom to make changes to select reservations within 24 hours of booking and ticketing, without being charged change fees if you made your purchase one week or more before the flight was scheduled to depart. This includes canceling your reservation and requesting a full refund of the ticket price. Although Basic Economy reservations arent eligible for changes within 24 hours, theyre still eligible for a full refund if you cancel within 24 hours and you made your purchase one week or more before the flight was scheduled to depart. Please view the terms and conditions below for more details.Terms and conditions
- Applies to tickets booked at united.com, United City Ticket Offices, airport ticket counters or with the United Customer Contact Center.
- The 24-hour timeframe begins at the time you book and ticket your reservation.
- Requests for refunds will be credited back in the original form of payment, except for purchases made with a United Gift Certificate, which will be credited back in the form of electronic travel certificates.
- Group tickets are subject to the terms of the group contract.
- Tickets purchased using e-certificates are excluded. (New April 2020)
- Reservations that are being held but have not yet been purchased are excluded.
- Any FareLock fees paid to hold a reservation will not be refunded.
United's 24-hour flexible booking policy allows the flexibility to make changes to select reservations within 24 hours of purchasing your ticket, without incurring change fees if you made your purchase one week or more prior to the original scheduled departure flight. This includes canceling your reservation and requesting a 100% refund of the ticket price. Although Basic Economy reservations are not eligible for changes within 24 hours, they are still eligible for a full refund if you cancel within 24 hours and you made your purchase one week or more prior to the original scheduled departure flight. Please view the terms and conditions below.
Terms and conditions
1. Applies to tickets booked at united.com or with the United Customer Contact Center.
2. The 24-hour timeframe begins at the time your ticket is purchased.
3. Requests for refunds will be credited back in the original form of payment, with the exception of purchases made with a United Gift Certificate, which will be credited back in the form of electronic travel certificates.
4. Group tickets and tickets purchased using Western Union, cash or e-certificates are excluded.
5. Reservations that are being held but have not yet been purchased are excluded.
6. Any FareLockSM fees paid to hold a reservation will not be refunded.
Terms and conditions
1. Applies to tickets booked at united.com or with the United Customer Contact Center.
2. The 24-hour timeframe begins at the time your ticket is purchased.
3. Requests for refunds will be credited back in the original form of payment, with the exception of purchases made with a United Gift Certificate, which will be credited back in the form of electronic travel certificates.
4. Group tickets and tickets purchased using Western Union, cash or e-certificates are excluded.
5. Reservations that are being held but have not yet been purchased are excluded.
6. Any FareLockSM fees paid to hold a reservation will not be refunded.
Note: United refers to this as "Uniteds 24-hour flexible booking policy", not just cancellations. UA includes routing changes, pricing changes, fare class changes, ..... as well as simple cancellations. But the timeframe is based on the original purchases and not reset by a change. Only a cancellation and then separate rebooking would achieve that.
Reservation booking service fees and close-in booking fees for award tickets are refundable only if you cancel your reservation within 24 hours of purchase. These sometimes may take an extra request.
Starting 2016Q4 ticket receipts state
Refunds Within 24 Hours
When you book and ticket a reservation through united.com, the United mobile app, the United Customer Contact Center, at our ticket counters or city ticket offices, or if you use MileagePlus miles to book an award ticket, we will allow you to cancel the ticketed reservation without penalty and receive a 100 percent refund of the ticket price to the original form of payment if you cancel the reservation within 24 hours of purchase and if the reservation is made one week or more prior to scheduled flight departure.
When you book and ticket a reservation through united.com, the United mobile app, the United Customer Contact Center, at our ticket counters or city ticket offices, or if you use MileagePlus miles to book an award ticket, we will allow you to cancel the ticketed reservation without penalty and receive a 100 percent refund of the ticket price to the original form of payment if you cancel the reservation within 24 hours of purchase and if the reservation is made one week or more prior to scheduled flight departure.
DOT 24 refund rule, announcement
DOT requires airlines to either hold a reservation for 24 hours without payment or refund a paid ticket even a non-refundable one if you cancel within 24 hours of purchase and you purchased your ticket more than 7 days before your flight.
Airlines are free to choose between holding a reservation without payment in these circumstances or refunding after payment; they dont have to offer both options. ...
Airlines are free to choose between holding a reservation without payment in these circumstances or refunding after payment; they dont have to offer both options. ...
Further DOT Guidance on 24 hour rule
Note the present UA implementation in practice is more generous -- no 7 day limitation enforcement as of yet.
UA's 24 hour rule was in place long before the DOT requirement .
Note -- a changed ticket does not get a new 24-hour free cancel period -- that benefit only applies to the original purchase.
Does the 24 hour rule apply to award tickets?
Yes
Does the 24 hour rule apply to close in bookings?
Yes but cancellation must be done before scheduled departure.
While the policy revision in 2018 add the DOT allowed 7-day exemption, UA has generally allowed this and not enforced the 7-day exemption. There has been just one FT reported situation where the 7-day was enforced and it had other factors.
In the case of credit card purchases, on a cancellation, the credit charge may be left pending and never finalized. So in the end it is as if it never happen.
Basic Economy tickets -- are they projected by the 24 hour rule?
Yes, UA is allowing cancellation of BE tickets in the first 24 hour (consistent with DOT requirements. But as UA allows changes also of other fares in the first 24 hours, it will not allow that of BE . The distinction is minor but
Book a reservation with ETC but cancelled with 24 hours, will the ETC be refunded?
Yes it should but UA can be rather slow on this and occasionally will drop the ball. You may need to followup. Note the refunded ETC will have the same expiration as the original ETC. (So, not a way to extend the ETC
) -- Note in late 2020, UA's practice does seem to have changed to issuing NEW ETCsArchive thread: Uniteds 24-hour cancellation / flexible booking policy ... {Archive}
Uniteds 24-hour cancellation / flexible booking policy ... {Archive}
Mar 12, 2021 | 3:35 pm
#871
Join Date: May 2010
Location: DFW
Programs: American - Platinum Pro, Marriott - Platinum
Posts: 499
Trying to book an award ticket one way from EWR to DEL tomorrow. If I decide to cancel the ticket tomorrow and get miles redeposited and taxes credited back, will it require any fee?
Their website does not say anything about award travel for the 24 hour policy. And their website says "Fee for canceling a ticket for travel originating in the U.S. with miles redeposit 30 or fewer days before departure - $100 for Silver."
Has anyone had personal experience getting an award ticket canceled with no fee, within 24 hours of ticketing, for a flight that is due to take off next day?
Their website does not say anything about award travel for the 24 hour policy. And their website says "Fee for canceling a ticket for travel originating in the U.S. with miles redeposit 30 or fewer days before departure - $100 for Silver."
Has anyone had personal experience getting an award ticket canceled with no fee, within 24 hours of ticketing, for a flight that is due to take off next day?
Last edited by WineCountryUA; Mar 12, 2021 at 6:27 pm Reason: merged multiple duplicate posts
Mar 12, 2021 | 3:37 pm
#872
Join Date: Feb 2004
Location: CLE
Programs: UA GS+LT UC, AA EXP+LT PLT, Fairmont LT PLT, Marriott PLT, Hilton DIA, Hyatt Glob, Avis CHM
Posts: 4,889
You can always cancel within 24 hours of booking for free.
Last edited by ctownflyer; Mar 12, 2021 at 3:45 pm
Mar 12, 2021 | 5:03 pm
#873
Join Date: Sep 2002
Location: NOVA
Programs: IHG Rewards Platinum, Marriott Gold, Hilton Diamond, UA/DL/AA Back of the plane...
Posts: 5,233
This is not true. You cannot "always" cancel within 24 hours for free. For revenue tickets the 24 hour window is for tickets for travel 7 or more days in future. https://www.united.com/ual/en/us/fly...ng-policy.html
For award tickets I think the same is true, so I would suspect if you book a flight today for travel tomorrow that it would be subject to redeposit fees.
For award tickets I think the same is true, so I would suspect if you book a flight today for travel tomorrow that it would be subject to redeposit fees.
Mar 12, 2021 | 5:13 pm
#874
Join Date: Jul 2011
Location: TUS
Programs: HH Diamond, Sixt Platinum, IHG Spire Ambassador, Marriott/SPG Gold .....
Posts: 3,645
Trying to book an award ticket one way from EWR to DEL tomorrow. If I decide to cancel the ticket tomorrow and get miles redeposited and taxes credited back, will it require any fee?
Their website does not say anything about award travel for the 24 hour policy. And their website says "Fee for canceling a ticket for travel originating in the U.S. with miles redeposit 30 or fewer days before departure - $100 for Silver."
Has anyone had personal experience getting an award ticket canceled with no fee, within 24 hours of ticketing, for a flight that is due to take off next day?
Their website does not say anything about award travel for the 24 hour policy. And their website says "Fee for canceling a ticket for travel originating in the U.S. with miles redeposit 30 or fewer days before departure - $100 for Silver."
Has anyone had personal experience getting an award ticket canceled with no fee, within 24 hours of ticketing, for a flight that is due to take off next day?
Mar 12, 2021 | 5:16 pm
#875
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 25,578
Mar 12, 2021 | 5:16 pm
#876
Join Date: Dec 2006
Location: Silicon wasteland
Programs: UA 1KMM
Posts: 1,504
This is not true. You cannot "always" cancel within 24 hours for free. For revenue tickets the 24 hour window is for tickets for travel 7 or more days in future. https://www.united.com/ual/en/us/fly...ng-policy.html
For award tickets I think the same is true, so I would suspect if you book a flight today for travel tomorrow that it would be subject to redeposit fees.
For award tickets I think the same is true, so I would suspect if you book a flight today for travel tomorrow that it would be subject to redeposit fees.
{edit to clarify I dind't pay a cancellation fee!}
Last edited by ryman554; Mar 12, 2021 at 9:58 pm
Mar 13, 2021 | 12:33 pm
#877
Join Date: Sep 2002
Location: NOVA
Programs: IHG Rewards Platinum, Marriott Gold, Hilton Diamond, UA/DL/AA Back of the plane...
Posts: 5,233
Mar 13, 2021 | 12:54 pm
#878
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
Posts: 72,961
To be clear, UA's stated policy contains the DOT-allowed 7-day exclusion (for a couple of years) but with just one exception posted on FT, multiple people have reported UA has not exercised the option even for travel day bookings that were cancelled. However, UA could institute this at any time without warning.
The one exception was a booking made at the airport and cancelled shortly afterwards after clearing security -- the OP admitted on FT there was no intent to travel, so UA may have a way to flag certain cases. The OP did not try to challenge the cancellation fee.
The one exception was a booking made at the airport and cancelled shortly afterwards after clearing security -- the OP admitted on FT there was no intent to travel, so UA may have a way to flag certain cases. The OP did not try to challenge the cancellation fee.
Mar 13, 2021 | 3:40 pm
#879
Join Date: Sep 2002
Location: NOVA
Programs: IHG Rewards Platinum, Marriott Gold, Hilton Diamond, UA/DL/AA Back of the plane...
Posts: 5,233
To be clear, UA's stated policy contains the DOT-allowed 7-day exclusion (for a couple of years) but with just one exception posted on FT, multiple people have reported UA has not exercised the option even for travel day bookings that were cancelled. However, UA could institute this at any time without warning.
The one exception was a booking made at the airport and cancelled shortly afterwards after clearing security -- the OP admitted on FT there was no intent to travel, so UA may have a way to flag certain cases. The OP did not try to challenge the cancellation fee.
The one exception was a booking made at the airport and cancelled shortly afterwards after clearing security -- the OP admitted on FT there was no intent to travel, so UA may have a way to flag certain cases. The OP did not try to challenge the cancellation fee.
Mar 13, 2021 | 3:51 pm
#880
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
Posts: 72,961
Jun 13, 2021 | 10:10 pm
#881
Join Date: Jun 2012
Location: NYC
Programs: Delta Diamond / Hyatt Globalist
Posts: 369
If I purchased the flight on Monday at 12:05am EST, I would then have until 11:59pm EST Tuesday to cancel correct?
Jun 13, 2021 | 10:35 pm
#882
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
Posts: 72,961
Jun 14, 2021 | 9:34 am
#883
Join Date: Jun 2012
Location: NYC
Programs: Delta Diamond / Hyatt Globalist
Posts: 369
Has united not always given until midnight the day of the 24th hour? They most definitely have because ive cancelled flights before after 24 hours, but before midnight. Or did this recently change?
Jun 14, 2021 | 10:59 am
#884
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 12,778
There often is some grace period of about an hour or even a few, but I haven't found it to be reliably a certain amount.
Jun 14, 2021 | 12:00 pm
#885
FlyerTalk Evangelist
Join Date: Oct 2006
Location: SFO/SJC
Programs: UA Silver, Marriott Gold, Hilton Gold, IHG Platinum
Posts: 16,146
definitely post-2012 (UA/CO merger), it has always been 24 hours after ticket purchases.
back in the days pre-merger on UA, and sometime prior to that, there were the days when you could hold a fare (for no fee - they monitized that now) and that hold was available until midnight the next day. So you could book a ticket at 12:05am Monday, and you had until 11:59pm Wed to purchase. There was even a time when that hold policy was in effect, and you could cancel 24 hours after purchase, giving you in effect almost 3 full days if you booked at the right time to change your mind without losing $. Those days are long past - this was probably at least 12 or 13 years ago. Now, no free hold, and the deadline to cancel for a full refund is 24 hours.
I havent seen a lot of reports since pandemic started, but UA was still at least pre-pandemic going above and beyond DOT policy on 24 hour cancellation by allowing this to happen no matter when the flight you book is scheduled (DOT requirement ends if the flight you book is departing within 7 days).
you could also be thinking of DL. Again, dont know their current policy, but at least pre-pandemic, their cancellation for a full refund was available until midnight the next day instead of 24 hours.
