Sep 16, 2014, 3:01 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
United’s 24-hour flexible booking policy
and Ticket refund policies - Booking service fees
April 2020
Previous wording - Dec 2019
Note: United refers to this as "United’s 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: United’s 24-hour cancellation / flexible booking policy ... {Archive}
United;s web page: https://www.united.com/ual/en/us/fly...ng-policy.html
United’s 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 aren’t eligible for changes within 24 hours, they’re 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.
Spoiler
Note: United refers to this as "United’s 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 don’t have to offer both options. ...
Airlines are free to choose between holding a reservation without payment in these circumstances or refunding after payment; they don’t 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: United’s 24-hour cancellation / flexible booking policy ... {Archive}
United’s 24-hour cancellation / flexible booking policy ...
Mar 23, 2022, 11:19 am
#31
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
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Posts: 66,857
I purchased a ticket and then got an alert shortly after that the price was lower. Since it was within the 24 hour free cancellation window, I cancelled and rebooked the same flight. Now a few hours later, another alert arrives that the ticket is $100 cheaper. I'm wondering if it is ok to cancel again during the new 24 hours and rebook the flight at the cheaper cost or is this frowned upon. ...
Mar 23, 2022, 3:46 pm
#32
Join Date: Oct 2019
Posts: 5
Mar 23, 2022, 3:57 pm
#33
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,857
Yes, Additionally, you may find trying to change to a lower price on the same flight is not possible. Note the recommendation to cancel and new booking as been the recommendation for years, see the wiki.
Mar 23, 2022, 4:31 pm
#34
Join Date: Oct 2019
Posts: 5
Sep 21, 2022, 9:23 am
#36
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,413
All UA tickets can be refunded to the original form of payment within 24 hours of purchase. UA reserves the right not to do so for tickets purchased within 7 days of departure (in line with the applicable DOT regulation), but, in practice, I haven't yet seen any reports of people being denied refunds based upon that technicality.
Oct 24, 2022, 1:02 am
#37
Join Date: Jul 2020
Location: So Cal
Programs: AA Platinum
Posts: 2,703
All UA tickets can be refunded to the original form of payment within 24 hours of purchase. UA reserves the right not to do so for tickets purchased within 7 days of departure (in line with the applicable DOT regulation), but, in practice, I haven't yet seen any reports of people being denied refunds based upon that technicality.
Thanks.
Oct 24, 2022, 1:06 am
#38
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,413
Oct 24, 2022, 5:15 am
#39
Join Date: Jan 2005
Programs: SQ, QF, UA, CO, DL
Posts: 2,888
Oct 24, 2022, 5:35 am
#40
Join Date: May 2017
Posts: 2,280
The full details of their flexible booking policy are spelled out here: https://www.united.com/ual/en/us/fly...ng-policy.html
Nov 12, 2022, 11:13 pm
#41
Join Date: Dec 2009
Location: DEN
Posts: 502
Has United ever been known to miscount 24 hours and give less than 24 hours in practice for a refund?
I had two tickets booked yesterday (more than 7 days out) that I noticed today were cheaper in price. I went to cancel them 23 hours later, with almost an hour to spare. Both were forcing the refund to future flight credit, FFC. I double checked the original reservation email time and I was 100% within the 24 hours. I thought it was a glitch, so I canceled one to see and sure enough it issued a FFC. I was able to call United Reservations and get the other one refunded back to credit card but still at a loss for how 24 hours can be miscounted.
I had two tickets booked yesterday (more than 7 days out) that I noticed today were cheaper in price. I went to cancel them 23 hours later, with almost an hour to spare. Both were forcing the refund to future flight credit, FFC. I double checked the original reservation email time and I was 100% within the 24 hours. I thought it was a glitch, so I canceled one to see and sure enough it issued a FFC. I was able to call United Reservations and get the other one refunded back to credit card but still at a loss for how 24 hours can be miscounted.
Nov 14, 2022, 5:15 pm
#42
Join Date: Apr 2010
Posts: 114
Has United ever been known to miscount 24 hours and give less than 24 hours in practice for a refund?
I had two tickets booked yesterday (more than 7 days out) that I noticed today were cheaper in price. I went to cancel them 23 hours later, with almost an hour to spare. Both were forcing the refund to future flight credit, FFC. I double checked the original reservation email time and I was 100% within the 24 hours. I thought it was a glitch, so I canceled one to see and sure enough it issued a FFC. I was able to call United Reservations and get the other one refunded back to credit card but still at a loss for how 24 hours can be miscounted.
I had two tickets booked yesterday (more than 7 days out) that I noticed today were cheaper in price. I went to cancel them 23 hours later, with almost an hour to spare. Both were forcing the refund to future flight credit, FFC. I double checked the original reservation email time and I was 100% within the 24 hours. I thought it was a glitch, so I canceled one to see and sure enough it issued a FFC. I was able to call United Reservations and get the other one refunded back to credit card but still at a loss for how 24 hours can be miscounted.
Nov 14, 2022, 6:17 pm
#43
FlyerTalk Evangelist
Join Date: Oct 2006
Location: SFO/SJC
Programs: UA Silver, Marriott Gold, Hilton Gold
Posts: 14,891
I hit this issue today and yesterday as well. The first flight I cancelled close to 24 hours, so figured it was a one-off glitch, but the second one was about 20 hours after I first booked it. The agent said they couldn't process it either without manager approval. Definitely sounds like a new bug on their end.
IME, canceling within 24 hours has worked pretty well, but it’s been a while since I’ve used it….
Nov 14, 2022, 6:27 pm
#44
FlyerTalk Evangelist
Join Date: Oct 2003
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Dec 20, 2022, 10:17 am
#45
Original Member
Join Date: May 1998
Location: NYC
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Posts: 14,639
Is DoT/credit card dispute the best approach at resolving the following?
Booked domestic US ticket in October. Partial paid with travel bank and credit card. Cancelled within 24 hours.
Portion paid with travel bank back in travel back but credit card portion not in my card. Two UA chat sessions in November mentioned it was refunded to "gift accounting" which they indicate is travel bank. It's not in my travel bank.
UA chat refund agent passes me to Mileage Plus chat agent who then passes me to reservations chat agent who then escalates and promises a response in 3-4 business days. No response. Chatted again with them just now (3rd time) and same thing. Refund->MP->Reservations->escalated and wait for response.
Booked domestic US ticket in October. Partial paid with travel bank and credit card. Cancelled within 24 hours.
Portion paid with travel bank back in travel back but credit card portion not in my card. Two UA chat sessions in November mentioned it was refunded to "gift accounting" which they indicate is travel bank. It's not in my travel bank.
UA chat refund agent passes me to Mileage Plus chat agent who then passes me to reservations chat agent who then escalates and promises a response in 3-4 business days. No response. Chatted again with them just now (3rd time) and same thing. Refund->MP->Reservations->escalated and wait for response.