Nov 19, 2023, 6:37 pm
Last edit by: WineCountryUA
This is UA's guidance to TA's (on Jetstream) on re-scheduling
Old snapshots of jetstream
6 June 2020
Now posted on Jetstream -- UA's Travel Agency Rebooking Parameters
UA has stated
Wording on UA's Schedule changes page is still vague
12 May 2020 *New* (2nd) Guidance on DOT Refunds
Choosing between UA Electronic Travel Certificate (ETC) vs Future Flight Credit (FFC)
4 April 2020
As of APR 3:
Both US Department of Transportation and European Commission affirms that a refund must be provided for airline-cancelled flights upon passenger request.
ENFORCEMENT NOTICE REGARDING REFUNDS BY CARRIERS GIVEN THE UNPRECEDENTED IMPACT OF THE COVID-19 PUBLIC HEALTH EMERGENCY ON AIR TRAVEL
European Commission reaffirming on 18 MARCH 2020 that a refund is (still) an option due to cancelled flights despite COVID-19.
Asof 3 April
According to jetstream (UA's travel agency reference resource):
If schedule change > 6 hours (or cancellation with no rebook) a refund is allowed.
If you bought via OTA (Any Online Travel Agency like expedia/orbitz/), and want to perform changes/refund due to the waiver
1) go via OTA first, request cancel per United Jetstream rules
2) if OTA resists and only offers travel credit (instead of refund per Jetstream rules), try contacting UA directly to authorized refund, then contact OTA. Once OTA sees refund, you should get your money back from OTA
3) see this post for more information
For flights departing European Union, UA is required to provide a refund within 7 days upon passenger request for cancellation or schedule change in excess of 5 hours (see Section B).
The Notice of Passenger Rights granted by EC261/2004 is linked on this UA page.
For purposes of EC261/2004, the following countries are considered "Community member states."
US DOT position from 2011 concerning cancelled flights and refunds (page 23129)
If you believe UA is not refunding "in good faith" and/or outright violating the policy/rules above, your options are (in no particular order or combination):
United made a controversial change to their refund policy due to schedule changes during the current COVID-19 situation. United's previous schedule change policy allow for refunds if scheduled changed > 2 hours. If you wish to proceed with a charge back due to UA retroactively apply this change, the following links (policies no longer current) could serve to support your case with your credit card issuer and/or with a regulatory complaint.
https://www.united.com/web/en-US/con...arameters.aspx (This links to policy in effect prior to COVID-19)
https://www.united.com/web/format/pdf/agency/bookticket/AgencyRebookingParameters2016_Print.pdf (This links to policy in effect prior to COVID-19)
BACKUP link - http://archive.is/q8jDz (This links to policy in effect prior to COVID-19 and is not a UA link)
Note: UA is being very reluctant to provide refunds. However UA is allowing "free" mileage redeposit
Related thread: Check Your UA Itineraries for Schedule Changes and what to do after one
archive thread: 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.
Old snapshots of jetstream
Additional parameters for flights impacted by schedule changes
***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 United’s 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.
- 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 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
***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 United’s 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.
Now posted on Jetstream -- UA's Travel Agency Rebooking Parameters
UA has stated
On June 5, 2020, United updated its guidance to its contact agents to provide refunds for all flights that had a carrier-initiated schedule change of more than two (2) hours. This change in guidance applies to all passengers, both moving forward and retrospectively, including for carrier-initiated schedule changes throughout the COVID-19 pandemic.
12 May 2020 *New* (2nd) Guidance on DOT Refunds
4. May airlines and ticket agents retroactively apply new refund policies?
The Department interprets the statutory prohibition against unfair or deceptive practices to cover actions by airlines and ticket agents applying changes retroactively to their refund policies that affect consumers negatively. The refund policy in place at the time the passenger purchased the ticket is the policy that is applicable to that ticket. The Aviation Enforcement Office would consider the denial of refunds in contravention of the policies that were in effect at the time of the ticket purchase to be an unfair and deceptive practice.The Department interprets the statutory prohibition against unfair or deceptive practices to cover actions by airlines and ticket agents applying changes retroactively to their refund policies that affect consumers negatively. The refund policy in place at the time the passenger purchased the ticket is the policy that is applicable to that ticket. The Aviation Enforcement Office would consider the denial of refunds in contravention of the policies that were in effect at the time of the ticket purchase to be an unfair and deceptive practice.
The Department interprets the statutory prohibition against unfair or deceptive practices to cover actions by airlines and ticket agents applying changes retroactively to their refund policies that affect consumers negatively. The refund policy in place at the time the passenger purchased the ticket is the policy that is applicable to that ticket. The Aviation Enforcement Office would consider the denial of refunds in contravention of the policies that were in effect at the time of the ticket purchase to be an unfair and deceptive practice.The Department interprets the statutory prohibition against unfair or deceptive practices to cover actions by airlines and ticket agents applying changes retroactively to their refund policies that affect consumers negatively. The refund policy in place at the time the passenger purchased the ticket is the policy that is applicable to that ticket. The Aviation Enforcement Office would consider the denial of refunds in contravention of the policies that were in effect at the time of the ticket purchase to be an unfair and deceptive practice.
4 April 2020
We’re extending electronic certificates
To give you more flexibility when you travel, electronic certificates are now valid for 24 months from the date they were issued. This includes all currently valid electronic certificates and all new ones issued on or after April 1, 2020.
This policy change will automatically appear, but it may not be reflected everywhere right away. We’d appreciate your patience as we work to make that happen.
To give you more flexibility when you travel, electronic certificates are now valid for 24 months from the date they were issued. This includes all currently valid electronic certificates and all new ones issued on or after April 1, 2020.
This policy change will automatically appear, but it may not be reflected everywhere right away. We’d appreciate your patience as we work to make that happen.
Both US Department of Transportation and European Commission affirms that a refund must be provided for airline-cancelled flights upon passenger request.
ENFORCEMENT NOTICE REGARDING REFUNDS BY CARRIERS GIVEN THE UNPRECEDENTED IMPACT OF THE COVID-19 PUBLIC HEALTH EMERGENCY ON AIR TRAVEL
European Commission reaffirming on 18 MARCH 2020 that a refund is (still) an option due to cancelled flights despite COVID-19.
Asof 3 April
According to jetstream (UA's travel agency reference resource):
If schedule change > 6 hours (or cancellation with no rebook) a refund is allowed.
If you bought via OTA (Any Online Travel Agency like expedia/orbitz/), and want to perform changes/refund due to the waiver
1) go via OTA first, request cancel per United Jetstream rules
2) if OTA resists and only offers travel credit (instead of refund per Jetstream rules), try contacting UA directly to authorized refund, then contact OTA. Once OTA sees refund, you should get your money back from OTA
3) see this post for more information
For flights departing European Union, UA is required to provide a refund within 7 days upon passenger request for cancellation or schedule change in excess of 5 hours (see Section B).
The Notice of Passenger Rights granted by EC261/2004 is linked on this UA page.
For purposes of EC261/2004, the following countries are considered "Community member states."
EU means the 27 EU countries , including Guadeloupe, French Guiana, Martinique, Réunion Island, Mayotte, Saint-Martin (French Antilles), the Azores, Madeira and the Canary Islands as well as Iceland, Norway, Switzerland and the United Kingdom. It does not include the Faeroe Islands, the Isle of Man and the Channel Islands.
US DOT position from 2011 concerning cancelled flights and refunds (page 23129)
We reject some carriers’ and carrier associations’ assertions that carriers are not required to refund a passenger’s fare when a flight is cancelled if the carrier can accommodate the passenger with other transportation options after the cancellation. We find it to be manifestly unfair for a carrier to fail to provide the transportation contracted for and then to refuse to provide a refund if the passenger finds the offered rerouting unacceptable (e.g., greatly delayed or otherwise inconvenient) and he or she no longer wishes to travel. Since at least the time of an Industry Letter of July 15, 1996 the Department’s Aviation Enforcement Office has advised carriers that refusing to refund a non-refundable fare when a flight is canceled and the passenger wishes to cancel is a violation of 49 U.S.C. 41712 (unfair or deceptive practices) and would subject a carrier to enforcement action.
If you believe UA is not refunding "in good faith" and/or outright violating the policy/rules above, your options are (in no particular order or combination):
- Make an attempt to reach out to UA again and escalate to supervisor and/or put in a refund request on UA page.
- File complaint with US DoT or relevant Community member state enforcement agency.
- File a chargeback with your credit card issuer under "Services not provided" after an attempt (note date/time etc) of resolving with UA has been made. ***CAUTION*** Under VISA rules (Table 11-95), a chargeback has to be initiated within 120 days from the date the service is expected to be delivered. As such, if you don't file a chargeback until you are eligible for a refund under UA's "no refund until ticket expires" or UA subsequently deciding to extend all ticket validity beyond 12 months, you may find you will no longer be able to initiate a chargeback. Mastercard should provide similar timeframes. Need confirmation on AMEX/Discover.
United made a controversial change to their refund policy due to schedule changes during the current COVID-19 situation. United's previous schedule change policy allow for refunds if scheduled changed > 2 hours. If you wish to proceed with a charge back due to UA retroactively apply this change, the following links (policies no longer current) could serve to support your case with your credit card issuer and/or with a regulatory complaint.
https://www.united.com/web/en-US/con...arameters.aspx (This links to policy in effect prior to COVID-19)
https://www.united.com/web/format/pdf/agency/bookticket/AgencyRebookingParameters2016_Print.pdf (This links to policy in effect prior to COVID-19)
BACKUP link - http://archive.is/q8jDz (This links to policy in effect prior to COVID-19 and is not a UA link)
Note: UA is being very reluctant to provide refunds. However UA is allowing "free" mileage redeposit
Related thread: Check Your UA Itineraries for Schedule Changes and what to do after one
archive thread: https://www.flyertalk.com/forum/unit...d-archive.html
Schedule Change(Back to 2hrs) / Cancelation Refund [Archive]
Mar 7, 2020, 3:57 pm
#1
Original Poster
Join Date: Jul 2017
Location: YVR
Programs: UA 1K
Posts: 975
Schedule Change(Back to 2hrs) / Cancelation Refund [Archive]
*UPDATE June 6* UA has now changed the refund threshold back to 2 hours, for both UA and non-UA flights on 016 ticket.
This applies retroactively to tickets you already received credits for too (and have not used). See options as seen on Jetstream,
Refund window is still longer - up to 21 business days:
*UPDATE March 12* UA has changed the refund threshold from 25+ hours to 6+ hours, as seen on Jetstream and mentioned via Tweet below:
And on UA's schedule change page, 25+ hours has been replaced with "significantly changes":
https://www.united.com/ual/en/us/fly...e-changes.html
ORIGINAL source with 25+ hrs from March 7:
Per source:
This applies retroactively to tickets you already received credits for too (and have not used). See options as seen on Jetstream,
Refund window is still longer - up to 21 business days:
*UPDATE March 12* UA has changed the refund threshold from 25+ hours to 6+ hours, as seen on Jetstream and mentioned via Tweet below:
And on UA's schedule change page, 25+ hours has been replaced with "significantly changes":
https://www.united.com/ual/en/us/fly...e-changes.html
ORIGINAL source with 25+ hrs from March 7:
Per source:
Last edited by kevflyer; Jun 6, 2020 at 11:01 am Reason: UA now changed it to 2 hours again
Mar 7, 2020, 4:13 pm
#2
Join Date: Jul 2016
Programs: UA1K | *A Gold
Posts: 767
So we can still request a refund after jumping through more hoops, but it won't be an "Involuntary refund"..?
A 25 hr schedule change is pretty significant! Won't the travel in vain kick in at that point?
A 25 hr schedule change is pretty significant! Won't the travel in vain kick in at that point?
Mar 7, 2020, 5:01 pm
#3
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,088
That's seriously disturbing. I am curious what the DOT will say about this. Essentially UA is saying 'I can rebook you a day later and you have no recourse'? Don't think that is going to fly.
Mar 7, 2020, 5:57 pm
#4
Join Date: Sep 2012
Location: IAD/DCA
Programs: Bunch of mid-tiers
Posts: 1,034
Wow that smacks of desperation. I wonder what happens when the original return is same day or within 25 hours.
Mar 7, 2020, 6:06 pm
#5
Join Date: Jul 2013
Location: Montreal, Quebec
Programs: United, Bonvoy, NEXUS/GE, Amex Plat
Posts: 125
Mar 7, 2020, 6:10 pm
#6
Join Date: Feb 2000
Posts: 6,546
chargeback time.
helpful for tickets issued prior to today
https://web.archive.org/web/20191120...e-changes.html
helpful for tickets issued prior to today
https://web.archive.org/web/20191120...e-changes.html
Last edited by Colin; Mar 7, 2020 at 6:17 pm
Mar 7, 2020, 6:19 pm
#7
Join Date: Jan 2014
Location: Denver, Colorado
Programs: IHG Spire, Hilton Honors Gold, Marriott Titanium, Mileage Plus Gold
Posts: 1,736
So is this a temporary move while the schedule is being reduced or perm?
Mar 7, 2020, 6:21 pm
#8
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Or you could spend 30 seconds looking at the COC and see that UA expressly provides for changes with a change of as little as 30 minutes for arrival or departuure. Rule 24.
Mar 7, 2020, 6:26 pm
#9
Join Date: Sep 2012
Location: IAD/DCA
Programs: Bunch of mid-tiers
Posts: 1,034
Mar 7, 2020, 6:34 pm
#10
Join Date: Nov 2013
Location: PHX, SEA
Programs: Avis President's Club, Global Entry, Hilton/Marriott Gold. No more DL/AA status.
Posts: 4,422
Mar 7, 2020, 6:39 pm
#11
FlyerTalk Evangelist
Join Date: Oct 2006
Location: SFO/SJC
Programs: UA Silver, Marriott Gold, Hilton Gold
Posts: 14,891
Even if the COC was officially changed, are they even legally able to change those terms on tickets booked prior to the change?
When we buy tickets, we agree to the terms, and I’m ok with that. I fail to see how they can enforce a term that didn’t exist at the time I gave my agreement. Or did I miss a line saying I agree to any terms that get updated after the time of the agreement.
When we buy tickets, we agree to the terms, and I’m ok with that. I fail to see how they can enforce a term that didn’t exist at the time I gave my agreement. Or did I miss a line saying I agree to any terms that get updated after the time of the agreement.
Mar 7, 2020, 6:48 pm
#12
Join Date: Jul 2013
Location: SJC
Programs: Southwest, Alaska, United, American Airlines
Posts: 994
United is literally begging for a revival of Passengers' Bill of Rights efforts if this nonsense survives beyond Monday. Airlines generally get a ton of leeway so long as they do not absurdly violate basic principles of contract/consumer law, and a 25-hour threshold for an involuntary refund goes well into the absurd territory.
Mar 7, 2020, 7:00 pm
#13
Join Date: Jul 2013
Location: SJC
Programs: Southwest, Alaska, United, American Airlines
Posts: 994
United just upped the schedule change threshold for involuntary refunds from 2+ hours to 25+ hours. No one should be buying flights on United 016 ticket stock until this ridiculous rule change is rescinded. Period.
Mar 7, 2020, 7:06 pm
#14
FlyerTalk Evangelist
Join Date: Jun 2010
Location: TOA
Programs: HH Diamond, Marriott LTPP/Platinum Premier, Hyatt Lame-ist, UA !K
Posts: 20,061
I'm not a regular inhabitant/reader of the AA and DL fora - anything similar there?
David
David
Mar 7, 2020, 7:08 pm
#15
Join Date: Sep 2012
Location: IAD/DCA
Programs: Bunch of mid-tiers
Posts: 1,034
Even if the COC was officially changed, are they even legally able to change those terms on tickets booked prior to the change?
When we buy tickets, we agree to the terms, and I’m ok with that. I fail to see how they can enforce a term that didn’t exist at the time I gave my agreement. Or did I miss a line saying I agree to any terms that get updated after the time of the agreement.
When we buy tickets, we agree to the terms, and I’m ok with that. I fail to see how they can enforce a term that didn’t exist at the time I gave my agreement. Or did I miss a line saying I agree to any terms that get updated after the time of the agreement.
My last thought was if UA (or other airlines) will begin rolling out force majeure to justify changes. Pandemic was not listed as an event, but the language does contain “anything else we can forgot.”