UA's Notice of your rights for flights departing the European Union and the United Kingdom in the event of a flight delay or cancellation or denied boarding - ENGLISH 2022-01-10
Notice for Flights Departing European Union | United Airlines

This information is created according to Regulation EC 261/2004 of the European Parliament and of the Council of the European Union.

Link to Regulation: http://eur-lex.europa.eu/resource.ht...C_1&format=PDF

It applies to flights departing from an airport in the EU (and Norway) and flights operated by an EU-based air carrier departing from an airport in a third country to an airport in the EU.

If you have booked several connecting flights as one single journey � that means within the same booking � the distance is from the start to the last destination indicated on your ticket where the delay or cancellation has time-related consequences for you. If you are travelling on several separate tickets, which have been booked individually, these rules apply only up until the final destination of each ticket.

All of the following conditions must apply to the situations referred to below:

• <Airline> must be the operating carrier of the flight.
• You must have a confirmed reservation on a flight we operate.
• You must be fully checked-in at the time indicated or, if no time is indicated, not later than 45 minutes before the time of departure.
• You must be travelling on a fare available directly or indirectly to the public, or on a ticket issued under a frequent flyer program.

1. In the event of a delay as listed below...a) If the flight is delayed for two hours or more in the case or flights of 1,500 kilometers or less.

b) If the flight is delayed for three hours or more in the case of intra-EU flights of more than 1,500 kilometers.

c) If the flight is delayed for three hours or more in the case of other flights between 1,500 and 3,500 kilometers.

d) If the flight is delayed for four hours or more in the case of all flights not falling under a), b) and c).

...then operating carrier must provide the following assistance free of charge:

→ Meals and refreshments in a reasonable relation to the waiting time

→ Two telephone calls or e-mails

→ Hotel accommodation and transport between the airport and place of accommodation (These are offered if you must wait at least one night after the scheduled time of departure and are subject to local availability.)

→ Reimbursement of tickets (If the delay is at least five hours and you decide not to travel, reimbursement within seven days of the cost of your ticket for the part or parts of the journey not made. One is also reimbursed for the part or parts of your journey already made that no longer serve any purpose in relation to your original travel plan. When relevant, the airline can also provide reimbursement for a return flight to the first point of departure at the earliest opportunity.)

→ Compensation in case of delays of 3 hours or more (see :-: section below)

2. In the event of a cancelled flight you can choose the following:→ Canceling the journey and receiving reimbursement for tickets (The operating carrier must provide reimbursement within seven days of the full cost of the ticket for the part or parts of the journey not made. They must also reimburse you for the part or parts of your journey already made that no longer serve any purpose in relation to your original travel plan. When relevant, they can also provide reimbursement for a return flight to the first point of departure at the earliest opportunity.)

→ Re-routed, under comparable transport conditions, to your final destination (The operating carrier can offer to reroute to your final destination at the earliest opportunity or at a later date that suits you, depending on seat availability.)

→ Meals and refreshments in a reasonable relation to the waiting time

→ Two telephone calls or e-mails

→ Hotel accommodation and transport between the airport and place of accommodation (These are offered if you must wait at least one night after the scheduled time of departure and are subject to local availability.)

→ :-: Compensation in case of cancellations and delays of 3 hours or more:

• �250* for all flights less than 1,500km
• �400* for all intra-EU flights more than 1,500km
• �400* for all other flights between 1,500 and 3,500km
• �600* for all flights not falling under the conditions as listed above

→:-: *The compensation described above is sometimes reduced by � in court if the following conditions are met:

• If you arrive within two (2) hours after your original arrival time for flights 1,500km or less then �125.is due
• If you arrive within three (3) hours after your original arrival time for intra-EU flights greater than 1,500km then �200 is due.
• If you arrive within three (3) hours after your original arrival time for all other flights between 1,500km - 3,500km then �200 is due.
• If you arrive within four (4) hours after your original arrival time for all other flights not listed above then �300 is due.

3. You are not entitled to compensation in the following situations:→If the cancellation or delay of 3 hours or more is caused by extraordinary circumstances such as:

• extraordinary meteorological conditions
• security risks
• strikes affecting operations
• political instability

ONLY if the airline can prove in court that there was no way to prevent the delay - which is very hard to do for the airline.
Delays of the INCOMING aircraft for ANY reason NEVER qualify as an exemption for compensation as per EU court rulings.

→If you are informed of the cancellation at least 14 days before the time of departure

→If you are informed of the cancellation between 7 and 14 days before the scheduled time of departure and are offered re-routing to your final destination, allowing you to depart no more than two hours before the scheduled time of departure and to reach your final destination less than four hours after the scheduled time of arrival.

→If you are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing to your final destination, allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival.

4. Filing with UA
Go to https://www.united.com/en/us/customercare
Select Complaint, then select International Passenger Rights and then select appropriate jurisdiction


6-8 weeks response is common

Frequently Asked Questions
If I receive & take UA's "standard" delay compensation -- a choice of miles or ETC -- does this make me ineligible for EU261 compensation?

Generally no

The proper name is EC 261 / 2004 but is regularly called EU 261
Note after Brexit, the UK has UK 261

March 2020 COVID-19: European Commission provides guidance on EU passenger rights

If you need documentation of delay / cancellation for trip insurance or refunds from hotel / tour / .... operator, try this
Archive: Best Practices for Filing EU 261 Claims Against United? {Archive}