Schedule Change(Back to 2hrs)/Cancelation Refund,New DOT ruling,UA processing refunds
Jul 31, 22, 2:28 am - Wikipost
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This is UA's guidance to TA's (on Jetstream) on re-scheduling
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).
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. Old snapshots of jetstream
Spoiler
Related thread: Check Your UA Itineraries for Schedule Changes and what to do after one 
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Mar 16, 20, 11:39 am
#331
Original Member
Join Date: May 1998
Location: NYC
Programs: AA 2MM, Bonvoy LTT
Posts: 13,753
Originally Posted by dilanesp
That's wrong though. The traveler did not pay for a specific date, or flight. The traveler paid for travel consistent with the carrier's contract of carriage, which included a non-refundability restriction. Which, indeed means the traveler agreed to the gift card.
The traveler didn't have to do this. The traveler had the choice to pay more money and have a fully refundable ticket.
Credit card chargeback rules do not override contractual restrictions on refunds. They just don't. If the airline refused to give credit (as has happened with ULCC's who have failed and gone out of business), the traveler would have a valid basis for a chargeback. But simply holding the traveler to his argeement with the airline- that the ticket was nonrefundable- is not a failure to receive paid for services.
The traveler didn't have to do this. The traveler had the choice to pay more money and have a fully refundable ticket.
Credit card chargeback rules do not override contractual restrictions on refunds. They just don't. If the airline refused to give credit (as has happened with ULCC's who have failed and gone out of business), the traveler would have a valid basis for a chargeback. But simply holding the traveler to his argeement with the airline- that the ticket was nonrefundable- is not a failure to receive paid for services.
If a passenger has a non-refundable ticket and the flight is cancelled by the airline or becomes insolvent, a refund is due to passenger. Either the airlines refund from their end or passenger initiates a chargeback which would be a valid chargeback for the situation described in this paragraph.
Mar 16, 20, 11:41 am
#332
Suspended
Join Date: Feb 2000
Posts: 4,912
Originally Posted by dilanesp
That's wrong though. The traveler did not pay for a specific date, or flight. The traveler paid for travel consistent with the carrier's contract of carriage, which included a non-refundability restriction. Which, indeed means the traveler agreed to the gift card.
The traveler didn't have to do this. The traveler had the choice to pay more money and have a fully refundable ticket.
Credit card chargeback rules do not override contractual restrictions on refunds. They just don't. If the airline refused to give credit (as has happened with ULCC's who have failed and gone out of business), the traveler would have a valid basis for a chargeback. But simply holding the traveler to his argeement with the airline- that the ticket was nonrefundable- is not a failure to receive paid for services.
The traveler didn't have to do this. The traveler had the choice to pay more money and have a fully refundable ticket.
Credit card chargeback rules do not override contractual restrictions on refunds. They just don't. If the airline refused to give credit (as has happened with ULCC's who have failed and gone out of business), the traveler would have a valid basis for a chargeback. But simply holding the traveler to his argeement with the airline- that the ticket was nonrefundable- is not a failure to receive paid for services.
Mar 16, 20, 12:57 pm
#333
Join Date: Feb 2015
Programs: united
Posts: 1,636
Originally Posted by Colin
Courts do not let businesses market to consumers (i.e. United.com saying refund after 2 hour schd change) in ways inconsistent with the an underlying contract the business is attempting to enforce. AMEX would have a similar position in deciding a chargeback request.
Indeed, I haven't read a CoC in awhile, but my recollection is that the 2 hour thing was never a written rule in the CoC. The written rule is a nonrefundable fare is nonrefundable with a fee for change (which has now been waived by the airline). It's a discretionary policy to waive contractual provisions, which is why UA can change it.
At any rate, good luck with your chargebacks. I suspect you will have better luck trying to convince UA to give you a refund.
Mar 16, 20, 1:11 pm
#334
Moderator: United Airlines; FlyerTalk Evangelist
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.85MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 59,996
An extensive discussion of chargebacks probably belongs elsewhere and without some actual experiences is not going to be resolved here. So let's get back to UA focused discussion (and leave the debating lawyers discussion for another forum).
WineCountryUA
UA coModerator
WineCountryUA
UA coModerator
Mar 16, 20, 1:29 pm
#335
FlyerTalk Evangelist
Join Date: Jul 2003
Posts: 19,147
Originally Posted by dilanesp
These policies are subject to change.
Indeed, I haven't read a CoC in awhile, but my recollection is that the 2 hour thing was never a written rule in the CoC. The written rule is a nonrefundable fare is nonrefundable with a fee for change (which has now been waived by the airline). It's a discretionary policy to waive contractual provisions, which is why UA can change it.
At any rate, good luck with your chargebacks. I suspect you will have better luck trying to convince UA to give you a refund.
Indeed, I haven't read a CoC in awhile, but my recollection is that the 2 hour thing was never a written rule in the CoC. The written rule is a nonrefundable fare is nonrefundable with a fee for change (which has now been waived by the airline). It's a discretionary policy to waive contractual provisions, which is why UA can change it.
At any rate, good luck with your chargebacks. I suspect you will have better luck trying to convince UA to give you a refund.
Last edited by xliioper; Mar 16, 20 at 7:13 pm
Mar 16, 20, 3:10 pm
#336
Join Date: May 2009
Location: EUG
Programs: AS MVP, AA MM, HH Diamond, MR Gold
Posts: 6,763
I'm still not sure what to do with my UA tickets to Toronto. Borders were technically not closed, but you have to self-isolate for 14 days when you arrive? What kind of vacation is that? Problem is we bought the tickets last August for April so have a very small window to replace a trip.
Hang tight and hope they say "no travel to Canada"? Would UA have to give a cash refund then?
Hang tight and hope they say "no travel to Canada"? Would UA have to give a cash refund then?
Mar 16, 20, 3:50 pm
#337
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 16,308
Originally Posted by Eujeanie
Hang tight and hope they say "no travel to Canada"? Would UA have to give a cash refund then?
In the meantime, yes, I would hang tight and hope that something changes, and, at a minimum, that they agree to extend tickets beyond the normal one-year validity, as DL did yesterday.
Mar 16, 20, 5:26 pm
#338
Join Date: Mar 2020
Posts: 9
Refund on cancelled ticket when paid with ETC
Hi All,
I had to recently cancel my trip to Florida and took benefit from United free cancellation due to Covid-19.
It is said that I need to call the airline and provide the confirmation number of my cancelled trip to reuse the amount paid.
Calling is not the easiest when you try to book a flight, always easier to do it online to see all the option.
Do you think I can ask for a refund, if the trip was initially paid with an ETC ?
Bottom line, they told me my credit is valid 1 year since the date of the ticket purchase. Which is a couple month additional than the validity of my ETC.
Thanks for your advice.
I had to recently cancel my trip to Florida and took benefit from United free cancellation due to Covid-19.
It is said that I need to call the airline and provide the confirmation number of my cancelled trip to reuse the amount paid.
Calling is not the easiest when you try to book a flight, always easier to do it online to see all the option.
Do you think I can ask for a refund, if the trip was initially paid with an ETC ?
Bottom line, they told me my credit is valid 1 year since the date of the ticket purchase. Which is a couple month additional than the validity of my ETC.
Thanks for your advice.
Mar 16, 20, 5:32 pm
#339
Moderator: United Airlines; FlyerTalk Evangelist
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.85MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 59,996
Originally Posted by Mitch82
... Do you think I can ask for a refund, if the trip was initially paid with an ETC ? ...
Originally Posted by Mitch82
...Bottom line, they told me my credit is valid 1 year since the date of the ticket purchase. Which is a couple month additional than the validity of my ETC. ....
You can rebook online a cancelled flight credit (but it can have issues).
Mar 16, 20, 5:36 pm
#340
Join Date: Mar 2020
Posts: 9
Originally Posted by WineCountryUA
Generally UA is not providing refunds for "voluntary" cancellations.
You are probably better off with the credit vs the ETC if you will be rebooking in your name.
You can rebook online a cancelled flight credit (but it can have issues).
You are probably better off with the credit vs the ETC if you will be rebooking in your name.
You can rebook online a cancelled flight credit (but it can have issues).
It was special due to the Coronavirus. They will also not charge any fee for rebooking, for 2 persons, it would have been $800, and I paid the trip $849. LOL
I was wondering if there is any difference for booking if it is online or at the phone with them ?
Mar 16, 20, 5:56 pm
#341
Suspended
Join Date: Oct 2004
Location: Bay Area
Programs: DL SM, UA MP.
Posts: 12,729
Originally Posted by jsloan
UA is trying hard to avoid giving cash refunds at all. However, an outright travel ban might do it.
In the meantime, yes, I would hang tight and hope that something changes, and, at a minimum, that they agree to extend tickets beyond the normal one-year validity, as DL did yesterday.
In the meantime, yes, I would hang tight and hope that something changes, and, at a minimum, that they agree to extend tickets beyond the normal one-year validity, as DL did yesterday.
My outbound flight now just falls within the Schengen 30-day ban on incoming flights. Well, SFO-LHR-GVA-LIS.
I guess I should contact UA because they're not automatically going to cancel the flights. Will they say well SFO-LHR isn't officially canceled, even if I can't fly onward?
Mar 16, 20, 7:58 pm
#342
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 16,308
Originally Posted by Mitch82
Thanks. They told me I had to do it by phone. I did not receive any receipt for the cancellation. I will have to use the previous booking reference.
Originally Posted by wco81
My outbound flight now just falls within the Schengen 30-day ban on incoming flights. Well, SFO-LHR-GVA-LIS.
I guess I should contact UA because they're not automatically going to cancel the flights. Will they say well SFO-LHR isn't officially canceled, even if I can't fly onward?
I guess I should contact UA because they're not automatically going to cancel the flights. Will they say well SFO-LHR isn't officially canceled, even if I can't fly onward?
Mar 17, 20, 6:21 am
#343
Join Date: Oct 2006
Location: DCA, ex-IAH
Programs: nada
Posts: 1,368
A quick update about my family's resolution:
Went in the early evening to IAD in person. Ticketing counters were the only ones with customers/pax.
I estimate it took 10 minutes to fix, plus a minute in line before an agent was free and a minute to explain/pull out a printed copy of the itinerary as booked.
They were very understanding, and moved our pax to the same UA+G3 flight combination as originally scheduled, just a couple of days before the IAD-GRU suspends. No additional fee - in fact, while the phone agent had repriced higher, the summary printed on ticketstock showed it as slightly less in both currencies.
Went in the early evening to IAD in person. Ticketing counters were the only ones with customers/pax.
I estimate it took 10 minutes to fix, plus a minute in line before an agent was free and a minute to explain/pull out a printed copy of the itinerary as booked.
They were very understanding, and moved our pax to the same UA+G3 flight combination as originally scheduled, just a couple of days before the IAD-GRU suspends. No additional fee - in fact, while the phone agent had repriced higher, the summary printed on ticketstock showed it as slightly less in both currencies.
Mar 17, 20, 1:37 pm
#344
Join Date: Sep 2010
Location: San Francisco, CA
Programs: United Plat
Posts: 395
Have a 016 P ticket SFO-MUC-TXL.It was issued in September for April Easter weekend. Price is a little bit over $2000. All segments are codeshare and operated by LH.
LH already cancelled SFO-MUC segments when I go to LH website. On LH, I only have MUC-TXL-MUC left without flights from SFO to Germany. On UA, it still shows LH SFO-MUC segments.
I am waiting for UA to rebook me. Then I can check if the new schedule is within six hours of my original flights. Of course I am not going in April but it is a $2000 ticket.
Seeking suggestions:
1. It is still three weeks away. Will UA rebook me before my departure date? Will UA assume everybody will cancel their April EU trips?
2. I am not traveling in next 72 hours. When should I call UA to see what my options are? I don't have any travel plans this year. However, if UA does not rebook me, I can't see if the new schedule is within 6 hours. The ticket was issued in September last year. Not sure the pandemic can be totally over by September.
Thanks!
LH already cancelled SFO-MUC segments when I go to LH website. On LH, I only have MUC-TXL-MUC left without flights from SFO to Germany. On UA, it still shows LH SFO-MUC segments.
I am waiting for UA to rebook me. Then I can check if the new schedule is within six hours of my original flights. Of course I am not going in April but it is a $2000 ticket.
Seeking suggestions:
1. It is still three weeks away. Will UA rebook me before my departure date? Will UA assume everybody will cancel their April EU trips?
2. I am not traveling in next 72 hours. When should I call UA to see what my options are? I don't have any travel plans this year. However, if UA does not rebook me, I can't see if the new schedule is within 6 hours. The ticket was issued in September last year. Not sure the pandemic can be totally over by September.
Thanks!
Mar 17, 20, 2:09 pm
#345
Join Date: Aug 2015
Posts: 8,480
Originally Posted by sfo3388
Have a 016 P ticket SFO-MUC-TXL.It was issued in September for April Easter weekend. Price is a little bit over $2000. All segments are codeshare and operated by LH.
LH already cancelled SFO-MUC segments when I go to LH website. On LH, I only have MUC-TXL-MUC left without flights from SFO to Germany. On UA, it still shows LH SFO-MUC segments.
I am waiting for UA to rebook me. Then I can check if the new schedule is within six hours of my original flights. Of course I am not going in April but it is a $2000 ticket.
Seeking suggestions:
1. It is still three weeks away. Will UA rebook me before my departure date? Will UA assume everybody will cancel their April EU trips?
2. I am not traveling in next 72 hours. When should I call UA to see what my options are? I don't have any travel plans this year. However, if UA does not rebook me, I can't see if the new schedule is within 6 hours. The ticket was issued in September last year. Not sure the pandemic can be totally over by September.
Thanks!
LH already cancelled SFO-MUC segments when I go to LH website. On LH, I only have MUC-TXL-MUC left without flights from SFO to Germany. On UA, it still shows LH SFO-MUC segments.
I am waiting for UA to rebook me. Then I can check if the new schedule is within six hours of my original flights. Of course I am not going in April but it is a $2000 ticket.
Seeking suggestions:
1. It is still three weeks away. Will UA rebook me before my departure date? Will UA assume everybody will cancel their April EU trips?
2. I am not traveling in next 72 hours. When should I call UA to see what my options are? I don't have any travel plans this year. However, if UA does not rebook me, I can't see if the new schedule is within 6 hours. The ticket was issued in September last year. Not sure the pandemic can be totally over by September.
Thanks!
2. Since you don't have any actual plan to travel, I can't see any reason not to wait until one or two days before the booked date to call up and either ask for a refund or request some new rebooking that you prefer.
