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
Sep 7, 2021, 11:03 am
#106
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.997MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,859
Refunds require a schedule change of departure or arrival time by 2 hours. You might squeak under that a bit but not likely just an hour.
You can always try but 2 hours is the norm.
This is documented here
You can always try but 2 hours is the norm.
This is documented here
Sep 7, 2021, 11:12 am
#107
FlyerTalk Evangelist
Join Date: Aug 2009
Location: ZOA, SFO, HKG
Programs: UA 1K 0.9MM, Marriott Gold, HHonors Gold, Hertz PC, SBux Gold, TSA Pre✓
Posts: 13,811
In aligning with DOT regulations, “significant change” is specifically not defined to maximize consumer protection. Whether a significant change is sufficient for a refund depends on your circumstance.
Sep 7, 2021, 11:27 am
#108
Join Date: Dec 2009
Posts: 15
Refunds require a schedule change of departure or arrival time by 2 hours. You might squeak under that a bit but not likely just an hour.
You can always try but 2 hours is the norm.
This is documented here
You can always try but 2 hours is the norm.
This is documented here
Sep 7, 2021, 11:57 am
#109
FlyerTalk Evangelist
Join Date: Jun 2010
Location: TOA
Programs: HH Diamond, Marriott LTPP/Platinum Premier, Hyatt Lame-ist, UA !K
Posts: 20,061
David
Sep 7, 2021, 1:04 pm
#110
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,419
Because they wanted to be able to change it more quickly. In fact, UA had the opinion that they could change the refund policy retroactively -- check out March and April 2020 -- but the DOT didn't see things the same way.
Sep 13, 2021, 9:03 pm
#111
Join Date: Jul 2018
Posts: 180
I booked an international ticket with multiple segments and one of the segments was cancelled by United. I called customer service today and they agreed to refund my ticket since they cancelled the last leg of my trip. Original payment was half cash and half ETC (used a friend's ETC). The United agent said I should get an email with a new ETC immediately (or shortly) and the portion paid with cash should be refunded in about a week. It's been a few hours and no confirmation email / no new ETC. Does anyone have an idea of how long it should take under this scenario? Hoping to rebook the flight with a new route.
Sep 13, 2021, 9:05 pm
#112
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
I booked an international ticket with multiple segments and one of the segments was cancelled by United. I called customer service today and they agreed to refund my ticket since they cancelled the last leg of my trip. Original payment was half cash and half ETC (used a friend's ETC). The United agent said I should get an email with a new ETC immediately (or shortly) and the portion paid with cash should be refunded in about a week. It's been a few hours and no confirmation email / no new ETC. Does anyone have an idea of how long it should take under this scenario? Hoping to rebook the flight with a new route.
Sep 13, 2021, 9:09 pm
#113
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.997MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,859
Sep 13, 2021, 9:21 pm
#114
Join Date: Jul 2018
Posts: 180
The ticket was booked using 4 separate ETCs - on the phone, the agent said she could not tell me the new ETC for privacy reasons but told me the last 2 or 3 digits so it seems like it's already created. I just chatted with United via chat and they said it takes 3-5 days. If it doesn't go to the traveler (me), then how does that work? There were actually 2 different recipients - would they both receive e-mails with new ETCs?
Sep 13, 2021, 11:08 pm
#115
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.997MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,859
Have no idea how this will work. But the general principle for refunds is the refund goes back to the original method of funding, so if it goes back to the original owners of the original ETC. But honestly, my earlier comment was more of a question, than a statement.
Sep 30, 2021, 1:03 pm
#116
Join Date: Jan 2010
Posts: 1,333
Wasn't sure where to post so I am piggybacking on this post:
I booked a codeshare TATL flight on LX (P fare), and my connecting flight (ZRH-ATH) was cancelled. They rebooked me on an earlier flight that departs ZRH while I am still over the North Atlantic (obviously a misconnect). I can rebook online to a connecting flight the following morning for $50 more, which is probably OK. My main question is what are my rights in this situation? Am I entitled to a full refund due to the cancellation? If I contact UA directly, would I be able to switch to the later flight for no charge? Honestly, $50 will not make or break me, but if a few minutes on Twitter can save me the money, it is time well spent. If I can cancel and get a refund, I could book on TK for the same price and get 35% more miles (but that may be a PITA since Turkey and Greece are not very good friends right now).
I booked a codeshare TATL flight on LX (P fare), and my connecting flight (ZRH-ATH) was cancelled. They rebooked me on an earlier flight that departs ZRH while I am still over the North Atlantic (obviously a misconnect). I can rebook online to a connecting flight the following morning for $50 more, which is probably OK. My main question is what are my rights in this situation? Am I entitled to a full refund due to the cancellation? If I contact UA directly, would I be able to switch to the later flight for no charge? Honestly, $50 will not make or break me, but if a few minutes on Twitter can save me the money, it is time well spent. If I can cancel and get a refund, I could book on TK for the same price and get 35% more miles (but that may be a PITA since Turkey and Greece are not very good friends right now).
Sep 30, 2021, 1:11 pm
#117
Join Date: May 2007
Programs: UA 1K, Hyatt Globalist
Posts: 5,475
Wasn't sure where to post so I am piggybacking on this post:
I booked a codeshare TATL flight on LX (P fare), and my connecting flight (ZRH-ATH) was cancelled. They rebooked me on an earlier flight that departs ZRH while I am still over the North Atlantic (obviously a misconnect). I can rebook online to a connecting flight the following morning for $50 more, which is probably OK. My main question is what are my rights in this situation? Am I entitled to a full refund due to the cancellation? If I contact UA directly, would I be able to switch to the later flight for no charge? Honestly, $50 will not make or break me, but if a few minutes on Twitter can save me the money, it is time well spent. If I can cancel and get a refund, I could book on TK for the same price and get 35% more miles (but that may be a PITA since Turkey and Greece are not very good friends right now).
I booked a codeshare TATL flight on LX (P fare), and my connecting flight (ZRH-ATH) was cancelled. They rebooked me on an earlier flight that departs ZRH while I am still over the North Atlantic (obviously a misconnect). I can rebook online to a connecting flight the following morning for $50 more, which is probably OK. My main question is what are my rights in this situation? Am I entitled to a full refund due to the cancellation? If I contact UA directly, would I be able to switch to the later flight for no charge? Honestly, $50 will not make or break me, but if a few minutes on Twitter can save me the money, it is time well spent. If I can cancel and get a refund, I could book on TK for the same price and get 35% more miles (but that may be a PITA since Turkey and Greece are not very good friends right now).
Sep 30, 2021, 1:13 pm
#118
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.997MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,859
..
I booked a codeshare TATL flight on LX (P fare), and my connecting flight (ZRH-ATH) was cancelled. They rebooked me on an earlier flight that departs ZRH while I am still over the North Atlantic (obviously a misconnect). I can rebook online to a connecting flight the following morning for $50 more, which is probably OK. ...
I booked a codeshare TATL flight on LX (P fare), and my connecting flight (ZRH-ATH) was cancelled. They rebooked me on an earlier flight that departs ZRH while I am still over the North Atlantic (obviously a misconnect). I can rebook online to a connecting flight the following morning for $50 more, which is probably OK. ...
If UA ticket and if UA can not rebook you to the original destination within two hours of the original booked schedule, then you are eligible for a refund.
Oct 1, 2021, 7:05 am
#119
Join Date: Jan 2010
Posts: 1,333
I was able to switch flights for free via Twitter, which was fairly painless and continues to be the best way to reach any airline. My dilemma solved itself when the discounted TK inventory disappeared a few hours after my initial search. The new flights actually work out better, as I will have a leisurely overnight in ZRH instead of arriving in ATH at 00:30.
Oct 10, 2021, 2:22 pm
#120
Join Date: Aug 2012
Location: Washington DC
Programs: United Premier Plat, Hyatt Diamond
Posts: 100
I booked a discount business fare in the big *A sale in July. Short trip, IAD-FRA-FLR-FRA-IAD.
Week or two ago got a note that my FRA-IAD flight had been canceled and I should call in to discuss. The FLR-FRA flight arrives too late to make any connection back to USA same day.
First rep told me I could move both the outbound and return up to 7 days - when I called back with my preferred dates (moving to the following weekend would be ideal) I was told first rep was mistaken, I couldn't move the outbound at all (without having to pay much higher price) and I could move the return by one day only. Not sure who is correct on that but ran into long hold times this am so will have to try again tomorrow. (It also seems pretty clear United can't or won't get me business class on any FRA-FLR-FRA flights which is an additional complication in rebooking).
Ultimately if I can't change the departure I'm OK keeping my original departure date and then, on the return, overnighting in FRA, flying FRA-IAD one day later than originally planned. Would I have any right to compensation from United for the overnight in FRA or perhaps and EU 261rights in this situation?
Any thoughts on whether I should be able to change the dates by 0, 1, or 7 days greatly appreciated!
Week or two ago got a note that my FRA-IAD flight had been canceled and I should call in to discuss. The FLR-FRA flight arrives too late to make any connection back to USA same day.
First rep told me I could move both the outbound and return up to 7 days - when I called back with my preferred dates (moving to the following weekend would be ideal) I was told first rep was mistaken, I couldn't move the outbound at all (without having to pay much higher price) and I could move the return by one day only. Not sure who is correct on that but ran into long hold times this am so will have to try again tomorrow. (It also seems pretty clear United can't or won't get me business class on any FRA-FLR-FRA flights which is an additional complication in rebooking).
Ultimately if I can't change the departure I'm OK keeping my original departure date and then, on the return, overnighting in FRA, flying FRA-IAD one day later than originally planned. Would I have any right to compensation from United for the overnight in FRA or perhaps and EU 261rights in this situation?
Any thoughts on whether I should be able to change the dates by 0, 1, or 7 days greatly appreciated!