Mar 13, 2020, 6:43 pm
Last edit by: WineCountryUA
This is UA's guidance to TA's (on Jetstream) on re-scheduling
Related thread: Check Your UA Itineraries for Schedule Changes and what to do after one
Archive: https://www.flyertalk.com/forum/unit...d-archive.html
Additional parameters for flights impacted by schedule changes for United-operated flights
***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).
- Non-stops may go to connecting flights, and connecting flights may go to non-stops
- Connecting hub may be changed
- 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.***
- 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
***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).
Unacceptable (UA): Misconnecting itinerary | Change to originally scheduled arrival or departure time of at least
+ / - 30 minutes
Options Change to alternate UA flight (same origin and destination and original operating carrier or carrier permitted as noted in fare rule)
Unacceptable (UA): Change to original arrival or departure time of 2 hours or more | Flight(s) canceled with no protection| Flight goes from non-stop to connection Options Change to alternate UA flight with same origin and destination and original operating carrier or carrier permitted as noted in fare rule, or travel agencies can refund through ARC, BSP, GDS.
+ / - 30 minutes
Options Change to alternate UA flight (same origin and destination and original operating carrier or carrier permitted as noted in fare rule)
Unacceptable (UA): Change to original arrival or departure time of 2 hours or more | Flight(s) canceled with no protection| Flight goes from non-stop to connection Options Change to alternate UA flight with same origin and destination and original operating carrier or carrier permitted as noted in fare rule, or travel agencies can refund through ARC, BSP, GDS.
Related thread: Check Your UA Itineraries for Schedule Changes and what to do after one
Archive: https://www.flyertalk.com/forum/unit...d-archive.html
Schedule Change(Back to 2hrs)/Cancelation Refund
Apr 18, 2021, 7:27 am
#61
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Apr 20, 2021, 5:07 am
#62
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I forgot to ask earlier. If I book a UA flight with the travel bank credit and I need to voluntarily cancel or UA is unable to fly the flight, then what?
Apr 20, 2021, 9:44 am
#63
Join Date: Dec 2007
Location: Canada
Posts: 1,506
Sorry, but I think this was answered above but I need some clarification.
Again, want to get some bookings done for winter vacation (Feb.2022) in hopes that things will open up?
Want to book Business Class from YVR - IAH - SCL......If I need to voluntarily cancel with United, Is it fair to say I do not get a full refund but I will receive a full balance back as a travel credit?
This travel credit is valid from the time I cancel or from the time I purchased the ticket? For two years? (If I purchase now I almost lost a year already!)
...just confused with all the airline / Covid cancellation changes etc., - I know Aeroplan right now allows you to book a rewards flight before May 31 and you can receive a full refund if you want to cancel anytime.
Again, want to get some bookings done for winter vacation (Feb.2022) in hopes that things will open up?
Want to book Business Class from YVR - IAH - SCL......If I need to voluntarily cancel with United, Is it fair to say I do not get a full refund but I will receive a full balance back as a travel credit?
This travel credit is valid from the time I cancel or from the time I purchased the ticket? For two years? (If I purchase now I almost lost a year already!)
...just confused with all the airline / Covid cancellation changes etc., - I know Aeroplan right now allows you to book a rewards flight before May 31 and you can receive a full refund if you want to cancel anytime.
Apr 20, 2021, 10:09 am
#64
Moderator: United Airlines
Join Date: Jun 2007
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Posts: 66,731
Voluntary change -- you will get an FFC good, presently that is good for
UA change, and unable to reschedule within 2 hours of original departure or arrival, you are due a refund. Appears for Travel Bank purchases, that is done as an ETC.
As with all of this, the policy at the time of the change will determine the outcome.
....
Want to book Business Class from YVR - IAH - SCL......If I need to voluntarily cancel with United, Is it fair to say I do not get a full refund but I will receive a full balance back as a travel credit?
This travel credit is valid from the time I cancel or from the time I purchased the ticket? For two years? (If I purchase now I almost lost a year already!) ...
Want to book Business Class from YVR - IAH - SCL......If I need to voluntarily cancel with United, Is it fair to say I do not get a full refund but I will receive a full balance back as a travel credit?
This travel credit is valid from the time I cancel or from the time I purchased the ticket? For two years? (If I purchase now I almost lost a year already!) ...
Award flights and paid flights have different rules. UA also allows free award flight cancellation and mileage redeposit if done 30 days before departure.
Last edited by WineCountryUA; Apr 22, 2021 at 8:17 am Reason: correction
Apr 21, 2021, 11:12 pm
#66
Moderator: Hyatt Gold Passport & Star Alliance
Join Date: May 1998
Location: London, UK
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United just rejected a refund request approved by their phone agent. No explanation just this:
I'm sorry for the inconvenience this schedule change has caused you.
They haven't even offered a Future Flight Credit - pretty shoddy experience for their schedule change.
I'm sorry for the inconvenience this schedule change has caused you.
I have reviewed your refund request. While I truly regret that you are disappointed with our future schedule changes, there is no refund due.
We try to deliver and accommodate the schedule you need. Sometimes, unexpected circumstances come up. If you need any assistance with the changes, please feel free to contact us at 1-800-UNITED-1 (1-800-864-8331) and we'll do all we can to help.
As a valued MileagePlus member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.
We try to deliver and accommodate the schedule you need. Sometimes, unexpected circumstances come up. If you need any assistance with the changes, please feel free to contact us at 1-800-UNITED-1 (1-800-864-8331) and we'll do all we can to help.
As a valued MileagePlus member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.
Apr 21, 2021, 11:33 pm
#67
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That is automatic, even if you voluntarily cancel
Apr 22, 2021, 5:28 am
#68
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Was this a grey area one or a clear-cut > 2 hr change?
Apr 22, 2021, 7:39 am
#69
Join Date: Jan 2009
Location: DUS
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Posts: 354
Two very different questions
Voluntary change -- you will get an FFC good, presently that is good for two years from purchase data
UA change, and unable to reschedule within 2 hours of original departure or arrival, you are due a refund. Appears for Travel Bank purchases, that is done as an ETC.
As with all of this, the policy at the time of the change will determine the outcome.
Voluntary changes receive a Future Flight Credit (FFC) presently good for 2 years from original purchase date.
Award flights and paid flights have different rules. UA also allows free award flight cancellation and mileage redeposit if done 30 days before departure.
Voluntary change -- you will get an FFC good, presently that is good for two years from purchase data
UA change, and unable to reschedule within 2 hours of original departure or arrival, you are due a refund. Appears for Travel Bank purchases, that is done as an ETC.
As with all of this, the policy at the time of the change will determine the outcome.
Voluntary changes receive a Future Flight Credit (FFC) presently good for 2 years from original purchase date.
Award flights and paid flights have different rules. UA also allows free award flight cancellation and mileage redeposit if done 30 days before departure.
Apr 22, 2021, 8:15 am
#70
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.99MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,731
1 year is correct, there were a few months they were 2 years/ ETCs are two years.
Last edited by WineCountryUA; Apr 22, 2021 at 8:38 am Reason: No my brain freeze
Apr 22, 2021, 10:38 pm
#71
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Apr 22, 2021, 10:39 pm
#72
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Apr 22, 2021, 10:57 pm
#73
Moderator: United Airlines
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What was the agent error? (Did the agent promised a refund but did not qualify under UA's policy?)
UA has generally (since last summer) been very good on refunds.
Apr 24, 2021, 12:59 am
#74
Moderator: Hyatt Gold Passport & Star Alliance
Join Date: May 1998
Location: London, UK
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(In addition they have not given me a Future Flight Credit, although they are not refusing to do this).
I suspect it's now the the credit card chargeback route or small claims court in the UK.
I wonder if this is something to do with me being in the UK?
Apr 24, 2021, 1:11 am
#75
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Location: Austin, TX
Posts: 21,337
It was a greater than 2 hours change, I was promised a refund by the agent but Customer Service are now refusing.
(In addition they have not given me a Future Flight Credit, although they are not refusing to do this).
I suspect it's now the the credit card chargeback route or small claims court in the UK.
I wonder if this is something to do with me being in the UK?
(In addition they have not given me a Future Flight Credit, although they are not refusing to do this).
I suspect it's now the the credit card chargeback route or small claims court in the UK.
I wonder if this is something to do with me being in the UK?
This will get your request looked at by an agent trained in regulatory compliance. If the departure or arrival time changed by two hours or more, and you didn't cancel the reservation prior to the delay being posted, then this is a very straightforward issue. And filing the complaint takes only a few minutes.
As WineCountryUA said, this is really surprising, because they've been quite good at refunds for almost a year now. (They were abysmal for a month or two, starting from March 2020).
