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Check Your UA Itineraries for Schedule Changes and what to do after one

Check Your UA Itineraries for Schedule Changes and what to do after one

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Old Jul 2, 22, 4:51 pm   -   Wikipost
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Last edit by: seawolf
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UA typically updates schedules on late Wednesday & Friday evenings into the next day morning (USA Central Time).

United's FAQ on Schedule Changes webpage is no more vague but the follow seems to be the present policy

-- reschedule flexibility for 30 minutes or more changes
  • Your origin and destination will have to be the same as on your original itinerary.
  • If you have a connection, you may be able to choose a different connecting city or airport.
  • Alternative flights must be operated by United or our United Express partners.

-- refunds for 2 hours or more changes
--- we may be able to offer you a refund:
  • The scheduled departure or arrival time changes by two hours or more.
  • The change causes issues with the overall length of the trip, such as making the connection time too short or significantly longer than it was originally.
  • If we are unable to accommodate you in the same cabin as purchased refunded either the full price or the difference in fare.
If you're not satisfied with your new itinerary and one of the above scenarios applies, please don't accept the itinerary in Manage Reservations. Instead, you can request a refund online.


Generally, UA is pretty good about being flexible if you are adversely affected by a schedule change. Most reasonable requests will likely be honored. Best to do some self-research prior to calling. Including opening up award space on UA operated flights. If you had a cleared upgrade on UA operated flight, UA will generally honor that in the rescheduling if space is available (but not requiring upgrade inventory space on the new flights)

During this weekend change period and sometimes for a day later, there can be weirdness in displayed aircraft or seating maps, such as Strange/Impossible Aircraft Assignments After UA's Weekend Schedule Update

Early in the COVID pandemic, UA initially change the policy for refund to require 24 hour change, but quickly walked that back to 6 hours. Under DOT and public pressure, UA returned to a 2 hour policy on 6 June 2020. 30 minute change is still the threshold for flexible rebooking

More specific information is found in UA's guidance to TA's (on Jetstream) on re-scheduling
  • Any segment goes from a non-stop to a connection
  • Misconnecting itinerary
  • Change to originally scheduled arrival or departure time of at least + / - 30 minutes
Change to alternate flight (original operating carrier or carrier permitted as noted in fare rule) or UA operated flight. If itinerary includes UA operated segment, UA schedule change rules apply to that segment {meaning changing only to UA operated flight}.
Same booking class. If original booking class unavailable, book lowest available (higher than original booking class, same cabin) up to and including M class. Contact UA if required class of service is unavailable.**
Change fee and add/collect waived - see "Additional parameters for flights impacted by schedule changes" below the chart.
For 2 hours or more, refunds are an option unless you can be rescheduled to be under the 2 hours
Change to original arrival or departure time of 2 hours or more or cancelled flight with no protection
or
Additional parameters for flights impacted by schedule changes
  1. Non-stops may go to connecting flights, and connecting flights may go to non-stops
  2. Connecting hub may be changed
  3. 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.***
  4. 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
Please see footnote below regarding the handling of United Basic Economy fares booked in "N" class.

***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.
================= older information =======================
The peak-time for changes is roughly 3-4 months prior to departure but changes occur anytime -- especially aircraft changes within an aircraft family (such as 777-200s or 737-800 vs 737-900).

Schedule changes
Rebooking options if a schedule change has affected your itinerary

If your scheduled departure or arrival time changes by 30 minutes or more, we're happy to try to find other available flight options that meet your needs. Please keep the following in mind when you call:
  • Your origin and destination will have to be the same as on your original itinerary.
  • If you have a connection, you may be able to choose a different connecting city or airport.
  • Alternative flights must be operated by United or our United Express partners.
If we aren't able to find any other flights that meet your needs, requesting a refund may be an option. See the section below for more information.

Ticket refunds

When a schedule change happens, we try our best to provide you with options that minimize the disruption to your travel plans. In cases where the new flight options don't work for you and one of the following scenarios applies, we may be able to offer you a refund:
  • The scheduled departure or arrival time significantly changes.
  • The change causes issues with the overall length of the trip, such as making the connection time too short or significantly longer than it was originally.
  • If we are unable to accommodate you in the same cabin as purchased refunded either the full price or the difference in fare.
If you're not satisfied with your new itinerary and one of the above scenarios applies, please don't accept the itinerary in Manage Reservations. Instead, you can request a refund online.
It is reported that agents will now (12 March 2020) process refunds for 6-hour changes (down from the original new 25+ hours that replaced the previous long practice of 2-hours)
JetStream - Agency Rebooking Parameters


Related thread: Schedule change refund policy changed from 2+ hrs to 25+ hrs now 6+ hrs 12 March 2020

Archive Thread - Check Your UA Itineraries for Schedule Changes and what to do after one [Archive]


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Old Mar 9, 21, 8:43 pm
  #76  
 
Join Date: Jan 2006
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Originally Posted by WineCountryUA View Post
Did any other flights change? Did a connection fall below MCT? Aircraft get downguaged?

or could have been this issue - Check Your UA Itineraries for Schedule Changes and what to do after one
Initially leg 1 got cancelled and I was rebooked on an earlier flight as well as an earlier connection (albeit with a longer layover). Now randomly I was rebooked again on an even earlier flight that doesn't work for me (flight is at 7:30am, Mrs herzmeh works until 7am that day). Maybe it was the linked issue and someone proactively rebooked me again for a shorter connection.
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Old Mar 9, 21, 9:30 pm
  #77  
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Do the preferred flights have award space? then should be relatively easy to get rebooked by AV on those UA flights (although I have no direct experience)
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Old Mar 9, 21, 11:14 pm
  #78  
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Wow - so I was hoping I would not have to revisit this thread but UA just blew up my vacation by cancelling our outbound flight. The website is now offering me a mediocre 9-hour connection in place of a 4-hour nonstop.

Can i demand a connection that is not shown (i.e. via LAX) which is far preferable to the connections offered by .bomb?

Or alternatively can I request nonstop on the following day (which is currently pricing at $750pp vs. the $250pp I paid)? This one is less desireable as I am not excited about 4 middle seats, but it is better than the .bomb suggestions.

Last edited by Boraxo; Mar 9, 21 at 11:23 pm
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Old Mar 9, 21, 11:33 pm
  #79  
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Originally Posted by Boraxo View Post
....

Can i demand a connection that is not shown (i.e. via LAX) which is far preferable to the connections offered by .bomb?

Or alternatively can I request nonstop on the following day (which is currently pricing at $750pp vs. the $250pp I paid)? This one is less desireable as I am not excited about 4 middle seats, but it is better than the .bomb suggestions.
You can try to ask for anything but there some things you will have greater success with
Additional parameters for flights impacted by schedule changes
  1. Non-stops may go to connecting flights, and connecting flights may go to non-stops
  2. Connecting hub may be changed
  3. 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.***
  4. 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
Please see footnote below regarding the handling of United Basic Economy fares booked in "N" class.
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Old Mar 10, 21, 12:26 am
  #80  
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tl;dr: April's schedule changes allowed me to cancel my daughter's flights - we'll see about le refund...

Longer story:

Booked 2 BE tix for my daughter and her friend to do some scouting as to where my daughter will likely rent when she finally makes the formal transfer out of our household and into her own later in 2021 (having completed her degree last year and started her job but no one's at the office anyway). Original trip was scheduled for 9-11 March 2021 and BE was her's and her friend's choice.

Waited as long as possible for the schedule change to post but finally gave up early in the week and, when shifting their flights a month later into April, with the original April fares, tix were repriced and ended having to pay another $188 to both upfare and moving the tix from BE into Economy.

With the April schedule changes finally loaded, my daughter's friend wasn't then able to travel and things still are getting drawn out at daughter's work site.

So, went online tonight and was offered the opportunity to re-schedule again or cancel. Daughter and I agreed and made the cancel request with refund.

Here's the wonderful e-mail received from UA:

Let's see how long it takes for the refund...shades of early CV-19 2020?

David
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Old Mar 10, 21, 12:44 am
  #81  
 
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United just cancelled the SFO-CDG direct flights for July, so my outbound has been changed by UA to SFO-ORD-CDG. This is not good because we had Premium Economy (confirmed upgrades) on the direct flight, and thoughts of routing through FRA don't work because the 777s have been replaced by 787-9s. There are LH flights that would work, but would UA/could UA do anything to put us into PE on LH (since the original PE was an upgrade on UA)?

OR- would UA consider putting us into F for the SFO-IAD or SFO-EWR leg (both IAD and EWR are still flying 777-200s with PE)? Thanks-
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Old Mar 10, 21, 1:00 am
  #82  
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So I reached a couple of helpful agents, and they were able to switch me to more convenient connecting flights via LAX. However UA wants another $53pp for a "stopover" refare because we selected an overnight connection > 12 hours.

My understanding was that anything <24 hours was considered an acceptable connection for an international flight (this is USA-> Mexico) and not priced as a stopover. Is that not the case here because the connection occurs within the USA?

Of course this is really adding insult to injury with the inconvenience of moving from a nicely timed nonstop to a connection and paying for overnight lodging. Though I find the latter preferable to a 3am wakeup.
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Old Mar 10, 21, 5:54 am
  #83  
 
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So who's on the hook for rebooking? UA wants nothing to do with it and AV is sticking to the below story -

Thank you for waiting, I have verified and this ticket was purchased with miles, It was purchased with us, But we are not the reason of the cancelation, United Airlines canceled the flight, Therefore in order to reschedule you need to get in contact with them, Once you coordinate the itinerary with them we are going to reissue the ticket. That is the procedure.
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Old Mar 10, 21, 5:59 am
  #84  
 
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Originally Posted by cfischer View Post
but they can adjust the reservation and then the ticket need to be re-issued. You have to find a willing agent to do this, but it is possible.
Any suggestions on how to increase the likelihood of this working? I have an award ticket on UA issued by a *A partner for which some of the segments have been cancelled, and no other connections have I availability for the partner to see.
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Old Mar 10, 21, 8:18 am
  #85  
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Originally Posted by DELee View Post
Let's see how long it takes for the refund...shades of early CV-19 2020?
Huh? They're quoting a seven-day refund period, which is in line with their usual process. The stuff about "check your credit card statement" is boilerplate designed to protect them against some card issuers taking a long time to post refunds.

Originally Posted by Mike Jacoubowsky View Post
United just cancelled the SFO-CDG direct flights for July, so my outbound has been changed by UA to SFO-ORD-CDG. This is not good because we had Premium Economy (confirmed upgrades) on the direct flight, and thoughts of routing through FRA don't work because the 777s have been replaced by 787-9s. There are LH flights that would work, but would UA/could UA do anything to put us into PE on LH (since the original PE was an upgrade on UA)?
It's extremely unlikely that you would be confirmed into PE on LH.

Originally Posted by Mike Jacoubowsky View Post
OR- would UA consider putting us into F for the SFO-IAD or SFO-EWR leg (both IAD and EWR are still flying 777-200s with PE)? Thanks-
This is even less likely.

In the current environment, schedules this far out are notional. I wouldn't invest a ton of energy into looking for alternatives for at least a month and a half. You never know; SFO-CDG may come back, or (more likely, IMO) they may add PE to SFO-FRA.

Originally Posted by Boraxo View Post
My understanding was that anything <24 hours was considered an acceptable connection for an international flight (this is USA-> Mexico) and not priced as a stopover. Is that not the case here because the connection occurs within the USA?
You're allowed 24 hours for a transfer on a flight to Mexico. Whether your connection point is domestic or International is irrelevant. (The rule isn't quite 'international,' because flights to Canada fall under the 4-hour fare product). HUCA.

Originally Posted by herzmeh View Post
So who's on the hook for rebooking? UA wants nothing to do with it and AV is sticking to the below story -
There is no question that AV is responsible for rebooking an AV ticket.

Originally Posted by intltravel90 View Post
Any suggestions on how to increase the likelihood of this working? I have an award ticket on UA issued by a *A partner for which some of the segments have been cancelled, and no other connections have I availability for the partner to see.
As a general rule, I don't like your chances. However, the way to try this would be to get representatives from both airlines on a conference call. If this is to be resolved, UA will have to force inventory open and then the partner will have to confirm it immediately.
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Old Mar 10, 21, 9:00 am
  #86  
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Originally Posted by intltravel90 View Post
Any suggestions on how to increase the likelihood of this working? I have an award ticket on UA issued by a *A partner for which some of the segments have been cancelled, and no other connections have I availability for the partner to see.
So the segments have been cancelled by UA and not replaced with anything else? Are there logical other UA flights that the algorithm just somehow did not pick?
It depends on the circumstances, but there is no harm in phoning UA asking. I have been successful in the past. Of course if you want a re-route, different days and opening up I inventory all at once on a non-UA ticket ... your chances are pretty much zero.
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Old Mar 10, 21, 9:20 am
  #87  
 
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Hi all, quick question. I have 2 PNR's booked from ORD-FRA-MAA on June 6. One PNR is booked through AC Aeroplan award, on UA metal first leg and LH metal second leg. The other PNR is booked through Chase Travel, with LH metal on both legs. The earlier ORD-FRA flight on the 78X was cancelled, so Aeroplan rebooked me on the 6pm flight on the 789. As there is no Polaris on the 789 (According to seat map as of now), what are the chances I can have United move my first leg onto the LH flight on the other PNR? It is a codeshare with UA but I know UA doesn't usually allow SC rebookings on non-UA Metal, just thought I'd try my chances. Or do I have to have Aeroplan make the change? TIA!
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Old Mar 10, 21, 9:30 am
  #88  
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Originally Posted by Prak903 View Post
Hi all, quick question. I have 2 PNR's booked from ORD-FRA-MAA on June 6. One PNR is booked through AC Aeroplan award, on UA metal first leg and LH metal second leg. The other PNR is booked through Chase Travel, with LH metal on both legs. The earlier ORD-FRA flight on the 78X was cancelled, so Aeroplan rebooked me on the 6pm flight on the 789. As there is no Polaris on the 789 (According to seat map as of now), what are the chances I can have United move my first leg onto the LH flight on the other PNR? It is a codeshare with UA but I know UA doesn't usually allow SC rebookings on non-UA Metal, just thought I'd try my chances. Or do I have to have Aeroplan make the change? TIA!
I'm a little confused. Based on what you've written, you can't (realistically) ask UA to do anything, because you don't have a UA ticket. You mention the "other PNR," but the way that I read it, your issue is only with the Aeroplan PNR -- you were on UA/LH, UA changed their schedule, and now you want LH/LH.

To get that, you'd need to contact Aeroplan. The chance of getting UA to make this change is zero.
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Old Mar 10, 21, 9:35 am
  #89  
 
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Originally Posted by jsloan View Post
I'm a little confused. Based on what you've written, you can't (realistically) ask UA to do anything, because you don't have a UA ticket. You mention the "other PNR," but the way that I read it, your issue is only with the Aeroplan PNR -- you were on UA/LH, UA changed their schedule, and now you want LH/LH.

To get that, you'd need to contact Aeroplan. The chance of getting UA to make this change is zero.
Got it. I was under the impression that since UA changed the schedule of the flight, I would have to go to them and see if they could push me to the earlier LH flight due to a tight connection in FRA (and no Polaris seats). But I will contact Aeroplan and see what they say. Thanks!
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Old Mar 10, 21, 9:40 am
  #90  
 
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Originally Posted by Prak903 View Post
Got it. I was under the impression that since UA changed the schedule of the flight, I would have to go to them and see if they could push me to the earlier LH flight due to a tight connection in FRA (and no Polaris seats). But I will contact Aeroplan and see what they say. Thanks!
The general principle is that since you booked with Aeroplan they control the ticket until you start travelling. Then you are in the hands of each successive carrier (e.g., if you're at ORD and something happens to ORD-FRA, UA will be dealing with re-accommodating).
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