Go Back  FlyerTalk Forums > Miles&Points > Airlines and Mileage Programs > United Airlines | MileagePlus
Reload this Page >

Unitedís 24-hour cancellation / flexible booking policy ...

Unitedís 24-hour cancellation / flexible booking policy ...

    Hide Wikipost
Old Apr 7, 18, 11:19 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: WineCountryUA
Wiki Link
Unitedís 24-hour flexible booking policy
and Ticket refund policies - Booking service fees

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.
Note: United refers to this as "Unitedís 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 MileagePlusģ 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.
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
DOT requires airlines to either hold a reservation for 24 hours without payment or refund a paid ticket ó even a non-refundable one ó 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 donít have to offer both options. ...
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.

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 )
Print Wikipost

Reply

Old Sep 2, 17, 7:47 am
  #661  
 
Join Date: Jul 2014
Location: LAX
Programs: AS 75K, Hilton Diamond, SPG Gold, IHG Platinum
Posts: 1,121
Regarding cancellation of award tickets within 24 hours of booking, I booked our one-way tickets for May of next year on ANA using United miles in business. When I hit change/cancel flights, I get three options. A little confused between cancel reservation and request a refund options. I am pretty sure it's "request a refund" options but wanted to double check. Also, how long does it take to get the miles back and do we still need to make a phone call to get the miles back if canceling online? Thanks!
jediwho is offline  
Reply With Quote
Old Sep 2, 17, 8:00 am
  #662  
 
Join Date: Oct 2001
Location: Austin, TX
Posts: 5,130
Originally Posted by jediwho View Post
Regarding cancellation of award tickets within 24 hours of booking, I booked our one-way tickets for May of next year on ANA using United miles in business. When I hit change/cancel flights, I get three options. A little confused between cancel reservation and request a refund options. I am pretty sure it's "request a refund" options but wanted to double check. Also, how long does it take to get the miles back and do we still need to make a phone call to get the miles back if canceling online? Thanks!
"Request a refund," and then keep clicking the continue buttons.

The miles are supposed to be refunded automatically / immediately. You can log out and log back into your account, and they should be back. IME, this happens about 50% of the time. The other 50%, they show up within a day or two. If they don't show up immediately, and you need them to book another flight, you can call the MileagePlus Service Center and they can push it through on the phone.
jsloan is offline  
Reply With Quote
Old Sep 2, 17, 9:11 am
  #663  
 
Join Date: Jul 2014
Location: LAX
Programs: AS 75K, Hilton Diamond, SPG Gold, IHG Platinum
Posts: 1,121
Originally Posted by jsloan View Post
"Request a refund," and then keep clicking the continue buttons.

The miles are supposed to be refunded automatically / immediately. You can log out and log back into your account, and they should be back. IME, this happens about 50% of the time. The other 50%, they show up within a day or two. If they don't show up immediately, and you need them to book another flight, you can call the MileagePlus Service Center and they can push it through on the phone.
Thanks very much! I am all set and got my miles back.
jediwho is offline  
Reply With Quote
Old Sep 2, 17, 4:01 pm
  #664  
Moderator: United Airlines; FlyerTalk Evangelist
 
Join Date: Jun 2007
Location: SFO
Programs: UA Gold 1.7MM, Hyatt Plat, Marriott Gold, Hilton Silver
Posts: 42,422
Originally Posted by jediwho View Post
Regarding cancellation of award tickets within 24 hours of booking, I booked our one-way tickets for May of next year on ANA using United miles in business. When I hit change/cancel flights, I get three options. A little confused between cancel reservation and request a refund options. I am pretty sure it's "request a refund" options but wanted to double check. Also, how long does it take to get the miles back and do we still need to make a phone call to get the miles back if canceling online? Thanks!
Depends on what you want to do.

Change is pretty clear

as for the other two -- do you want to completely cancel & refund the miles and paying redeposit fees if applicable
or
do you want to cancel but come back later and use those miles? paying the change fee if applicable?

In the past the change fee and redeposit fee were different, presently they are the same.

However if you are subject to a award booking fee, that does not apply to again to changing a canceled (but not redeposited miles) ticket but would apply to redepositing and then booking a new award.
WineCountryUA is offline  
Reply With Quote
Old Sep 2, 17, 5:23 pm
  #665  
 
Join Date: Oct 2001
Location: Austin, TX
Posts: 5,130
Originally Posted by WineCountryUA View Post
However if you are subject to a award booking fee, that does not apply to again to changing a canceled (but not redeposited miles) ticket but would apply to redepositing and then booking a new award.
While that is 100% true, this is the 24-hour-cancel thread; within 24 hours, "refund" is always the best approach. You'd get any close-in booking fee back too.
jsloan is offline  
Reply With Quote
Old Sep 18, 17, 1:50 pm
  #666  
 
Join Date: Dec 2010
Programs: UA 1P, SPG Platinum
Posts: 9
Alright, I apologize in advance - I tried to unpack everything in this thread but am just going to have to ask for help.

Looking to book RT award tickets for this weekend. Saver awards are available presently and I'd like to grab them, but it's possibly within 24 hours we may find out something that'd cause us to cancel the trip.

United's current policy seems to suggest that I'd have to pay cancellation fees to void these tickets within 24 hours (since its <1 week). However, from what I read here, United does not appear to be enforcing such cancellation fees. Am I right?
smatter is offline  
Reply With Quote
Old Sep 18, 17, 1:52 pm
  #667  
 
Join Date: Oct 2001
Location: Austin, TX
Posts: 5,130
Originally Posted by smatter View Post
United's current policy seems to suggest that I'd have to pay cancellation fees to void these tickets within 24 hours (since its <1 week). However, from what I read here, United does not appear to be enforcing such cancellation fees. Am I right?
I've yet to see a report of UA refusing to honor refund requests within 24 hours, regardless of whether or not the booking is 7 days out.
jsloan is offline  
Reply With Quote
Old Sep 19, 17, 9:58 am
  #668  
 
Join Date: Nov 2007
Location: Washington DC
Programs: 1K; Starwood Gold; Avis Preferred; Hertz Gold
Posts: 1,645
24 Hour Cancellation Policy - Time of Ticket

Hi

Was pondering canceling a ticket w/in the 24 hour window (I think) and was trying to find the time I bought the ticket yesterday. Looked online at my receipt but don't see any time on it.

What do they use for "time" and where can I find it?

Thanks
DCEsquire is offline  
Reply With Quote
Old Sep 19, 17, 10:16 am
  #669  
 
Join Date: Jul 2003
Location: SFO
Programs: COdbaUA Platinum 2MM
Posts: 4,638
Originally Posted by DCEsquire View Post
Hi

Was pondering canceling a ticket w/in the 24 hour window (I think) and was trying to find the time I bought the ticket yesterday. Looked online at my receipt but don't see any time on it.

What do they use for "time" and where can I find it?

Thanks
Did you receive a confirmation email from UA? That email has a time stamp. If not, call UA and CSR will inform you.
1KChinito is offline  
Reply With Quote
Old Sep 19, 17, 10:21 am
  #670  
FlyerTalk Evangelist
 
Join Date: Jun 2003
Location: DEN
Programs: UA MM Plat; AA MM Gold; HHonors Diamond
Posts: 14,780
Pull up the reservation in your account (Via "Manage Reservations").

Bonehead is offline  
Reply With Quote
Old Sep 19, 17, 10:21 am
  #671  
 
Join Date: Nov 2007
Location: Washington DC
Programs: 1K; Starwood Gold; Avis Preferred; Hertz Gold
Posts: 1,645
Originally Posted by 1KChinito View Post
Did you receive a confirmation email from UA? That email has a time stamp. If not, call UA and CSR will inform you.
I'm sure I did, but must have deleted it.
DCEsquire is offline  
Reply With Quote
Old Sep 19, 17, 10:40 am
  #672  
 
Join Date: Jul 2003
Location: SFO
Programs: COdbaUA Platinum 2MM
Posts: 4,638
Originally Posted by Bonehead View Post
Pull up the reservation in your account (Via "Manage Reservations").

Thanks for sharing.

Home>Manage Reservations>View Current Reservation

I see

United Confirmation Number XXXXXX
This reservation has been ticketed and confirmed.

There is no date and time.
1KChinito is offline  
Reply With Quote
Old Sep 19, 17, 10:45 am
  #673  
 
Join Date: Sep 2003
Location: NTTB
Programs: UA 1K, MR Gold
Posts: 4,593
YMMV, but I've (on a couple occasions) been lucky canceling up to midnight the day after purchase under the 24 hour policy. Don't hesitate to call and ask.
DCEsquire likes this.
FightingIlliniUAL is offline  
Reply With Quote
Old Sep 19, 17, 10:54 am
  #674  
 
Join Date: Jul 2003
Location: SFO
Programs: COdbaUA Platinum 2MM
Posts: 4,638
Originally Posted by DCEsquire View Post
I'm sure I did, but must have deleted it.
Next time, do not delete so quickly.
1KChinito is offline  
Reply With Quote
Old Sep 19, 17, 11:07 am
  #675  
 
Join Date: Nov 2007
Location: Washington DC
Programs: 1K; Starwood Gold; Avis Preferred; Hertz Gold
Posts: 1,645
Originally Posted by Bonehead View Post
Pull up the reservation in your account (Via "Manage Reservations").

Thanks! That's it. It's not in the receipt oddly enough.

And for the person that said to use the time stamp on the email - I found the email - and it's about 58 minutes after the actual booking interestingly.
DCEsquire is offline  
Reply With Quote

Thread Tools
Search this Thread