Jan 15, 2024, 10:16 pm
Last edit by: WineCountryUA
Related topic: Change Fees "Gone For Good"(WW ex-USA,non-BE), credit for lower fare!, BE waiver
United;s web page: https://www.united.com/ual/en/us/fly...ng-policy.html
Uniteds 24-hour flexible booking policy
and Ticket refund policies - Booking service fees
April 2020
Previous wording - Dec 2019
Note: United refers to this as "Uniteds 24-hour flexible booking policy", not just cancellations. UA includes routing changes, pricing changes, fare class changes, ..... as well as simple cancellations. But the timeframe is based on the original purchases and not reset by a change. Only a cancellation and then separate rebooking would achieve that.
Reservation booking service fees and close-in booking fees for award tickets are refundable only if you cancel your reservation within 24 hours of purchase. These sometimes may take an extra request.
Starting 2016Q4 ticket receipts state
The website link does now mention the 7 day restriction (new 2017Q2) and the CoCs has contained the 7 day restriction for awhile. This is allowed by the DoT rules. However, no reports yet of UA enforcing the 7 day restriction.
DOT 24 refund rule, announcement
76 Fed. Reg. 23110, 23166, Apr. 25, 2011
Further DOT Guidance on 24 hour rule
Note the present UA implementation in practice is more generous -- no 7 day limitation enforcement as of yet.
UA's 24 hour rule was in place long before the DOT requirement .
Note -- a changed ticket does not get a new 24-hour free cancel period -- that benefit only applies to the original purchase.
Does the 24 hour rule apply to award tickets?
Yes
Does the 24 hour rule apply to close in bookings?
Yes but cancellation must be done before scheduled departure.
While the policy revision in 2018 add the DOT allowed 7-day exemption, UA has generally allowed this and not enforced the 7-day exemption. There has been just one FT reported situation where the 7-day was enforced and it had other factors.
In the case of credit card purchases, on a cancellation, the credit charge may be left pending and never finalized. So in the end it is as if it never happen.
Basic Economy tickets -- are they projected by the 24 hour rule?
Yes, UA is allowing cancellation of BE tickets in the first 24 hour (consistent with DOT requirements. But as UA allows changes also of other fares in the first 24 hours, it will not allow that of BE . The distinction is minor but
Book a reservation with ETC but cancelled with 24 hours, will the ETC be refunded?
Yes it should but UA can be rather slow on this and occasionally will drop the ball. You may need to followup. Note the refunded ETC will have the same expiration as the original ETC. (So, not a way to extend the ETC
) -- Note in late 2020, UA's practice does seem to have changed to issuing NEW ETCs
Archive thread: Uniteds 24-hour cancellation / flexible booking policy ... {Archive}
United;s web page: https://www.united.com/ual/en/us/fly...ng-policy.html
Uniteds 24-hour flexible booking policy
and Ticket refund policies - Booking service fees
April 2020
We know that life happens, and you may need to change your travel plans unexpectedly. United's 24-hour flexible booking policy gives you the freedom to make changes to select reservations within 24 hours of booking and ticketing, without being charged change fees if you made your purchase one week or more before the flight was scheduled to depart. This includes canceling your reservation and requesting a full refund of the ticket price. Although Basic Economy reservations arent eligible for changes within 24 hours, theyre still eligible for a full refund if you cancel within 24 hours and you made your purchase one week or more before the flight was scheduled to depart. Please view the terms and conditions below for more details.Terms and conditions
- Applies to tickets booked at united.com, United City Ticket Offices, airport ticket counters or with the United Customer Contact Center.
- The 24-hour timeframe begins at the time you book and ticket your reservation.
- Requests for refunds will be credited back in the original form of payment, except for purchases made with a United Gift Certificate, which will be credited back in the form of electronic travel certificates.
- Group tickets are subject to the terms of the group contract.
- Tickets purchased using e-certificates are excluded. (New April 2020)
- Reservations that are being held but have not yet been purchased are excluded.
- Any FareLock fees paid to hold a reservation will not be refunded.
United's 24-hour flexible booking policy allows the flexibility to make changes to select reservations within 24 hours of purchasing your ticket, without incurring change fees if you made your purchase one week or more prior to the original scheduled departure flight. This includes canceling your reservation and requesting a 100% refund of the ticket price. Although Basic Economy reservations are not eligible for changes within 24 hours, they are still eligible for a full refund if you cancel within 24 hours and you made your purchase one week or more prior to the original scheduled departure flight. Please view the terms and conditions below.
Terms and conditions
1. Applies to tickets booked at united.com or with the United Customer Contact Center.
2. The 24-hour timeframe begins at the time your ticket is purchased.
3. Requests for refunds will be credited back in the original form of payment, with the exception of purchases made with a United Gift Certificate, which will be credited back in the form of electronic travel certificates.
4. Group tickets and tickets purchased using Western Union, cash or e-certificates are excluded.
5. Reservations that are being held but have not yet been purchased are excluded.
6. Any FareLockSM fees paid to hold a reservation will not be refunded.
Terms and conditions
1. Applies to tickets booked at united.com or with the United Customer Contact Center.
2. The 24-hour timeframe begins at the time your ticket is purchased.
3. Requests for refunds will be credited back in the original form of payment, with the exception of purchases made with a United Gift Certificate, which will be credited back in the form of electronic travel certificates.
4. Group tickets and tickets purchased using Western Union, cash or e-certificates are excluded.
5. Reservations that are being held but have not yet been purchased are excluded.
6. Any FareLockSM fees paid to hold a reservation will not be refunded.
Note: United refers to this as "Uniteds 24-hour flexible booking policy", not just cancellations. UA includes routing changes, pricing changes, fare class changes, ..... as well as simple cancellations. But the timeframe is based on the original purchases and not reset by a change. Only a cancellation and then separate rebooking would achieve that.
Reservation booking service fees and close-in booking fees for award tickets are refundable only if you cancel your reservation within 24 hours of purchase. These sometimes may take an extra request.
Starting 2016Q4 ticket receipts state
Refunds Within 24 Hours
When you book and ticket a reservation through united.com, the United mobile app, the United Customer Contact Center, at our ticket counters or city ticket offices, or if you use MileagePlus miles to book an award ticket, we will allow you to cancel the ticketed reservation without penalty and receive a 100 percent refund of the ticket price to the original form of payment if you cancel the reservation within 24 hours of purchase and if the reservation is made one week or more prior to scheduled flight departure.
When you book and ticket a reservation through united.com, the United mobile app, the United Customer Contact Center, at our ticket counters or city ticket offices, or if you use MileagePlus miles to book an award ticket, we will allow you to cancel the ticketed reservation without penalty and receive a 100 percent refund of the ticket price to the original form of payment if you cancel the reservation within 24 hours of purchase and if the reservation is made one week or more prior to scheduled flight departure.
DOT 24 refund rule, announcement
DOT requires airlines to either hold a reservation for 24 hours without payment or refund a paid ticket even a non-refundable one if you cancel within 24 hours of purchase and you purchased your ticket more than 7 days before your flight.
Airlines are free to choose between holding a reservation without payment in these circumstances or refunding after payment; they dont have to offer both options. ...
Airlines are free to choose between holding a reservation without payment in these circumstances or refunding after payment; they dont have to offer both options. ...
Further DOT Guidance on 24 hour rule
Note the present UA implementation in practice is more generous -- no 7 day limitation enforcement as of yet.
UA's 24 hour rule was in place long before the DOT requirement .
Note -- a changed ticket does not get a new 24-hour free cancel period -- that benefit only applies to the original purchase.
Does the 24 hour rule apply to award tickets?
Yes
Does the 24 hour rule apply to close in bookings?
Yes but cancellation must be done before scheduled departure.
While the policy revision in 2018 add the DOT allowed 7-day exemption, UA has generally allowed this and not enforced the 7-day exemption. There has been just one FT reported situation where the 7-day was enforced and it had other factors.
In the case of credit card purchases, on a cancellation, the credit charge may be left pending and never finalized. So in the end it is as if it never happen.
Basic Economy tickets -- are they projected by the 24 hour rule?
Yes, UA is allowing cancellation of BE tickets in the first 24 hour (consistent with DOT requirements. But as UA allows changes also of other fares in the first 24 hours, it will not allow that of BE . The distinction is minor but
Book a reservation with ETC but cancelled with 24 hours, will the ETC be refunded?
Yes it should but UA can be rather slow on this and occasionally will drop the ball. You may need to followup. Note the refunded ETC will have the same expiration as the original ETC. (So, not a way to extend the ETC
) -- Note in late 2020, UA's practice does seem to have changed to issuing NEW ETCsArchive thread: Uniteds 24-hour cancellation / flexible booking policy ... {Archive}
Uniteds 24-hour cancellation / flexible booking policy ... {Archive}
Nov 27, 2013, 5:29 am
#106
Join Date: Aug 2006
Location: near to SFO and LHR
Programs: BA Gold, B6 Mosiac, VS, AA, DL (and a legacy UA 2MM)
Posts: 2,275
Nov 27, 2013, 8:39 am
#107
Join Date: Feb 2011
Location: DEN
Programs: United Premier 1K, Marriott Platinum, Frontier, Delta, Hertz Gold, National Emerald Club
Posts: 928
The ticket does refer to "Departure" not "Take off".
The closest I've cut it was just recently, and it was 6 hours prior to scheduled departure (presumably, take off as well). 50/50 customer meeting didn't materialize.
Dec 5, 2013, 10:59 am
#108
Suspended
Join Date: Jul 2009
Posts: 153
United 24 hour cancellation policy
I have a question ,
If I buy an united airline ticket through travel agency, and if I need to change it within 24 hours by calling United call center, how likely will they help me ?
any exprience ?
it is very important for me .
If I buy an united airline ticket through travel agency, and if I need to change it within 24 hours by calling United call center, how likely will they help me ?
any exprience ?
it is very important for me .
Dec 5, 2013, 11:01 am
#109
Join Date: Dec 2010
Programs: UA MP
Posts: 768
You must make the change through the travel agency in this case. Do it within a day.
Dec 5, 2013, 11:03 am
#110
FlyerTalk Evangelist
Join Date: Dec 2004
Location: East Coast
Programs: AA CONCIERGE KEY & 1MM, HILTON DIAMOND
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Dec 5, 2013, 11:42 am
#111
Suspended
Join Date: Jul 2009
Posts: 153
I can not , my company pays for the ticket according my work , but I want to stay there longer... and should not mention them ..
any other way ?
any other way ?
Dec 5, 2013, 3:07 pm
#112
Join Date: May 2004
Location: Home
Programs: AA, Delta, UA & thanks to FTers for my PC Gold!
Posts: 7,676
Dec 5, 2013, 3:33 pm
#113
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
The Internet is your friend. UA's 24-hour policy does not apply to TA's. Unless you have a refundable/changeable ticket, you will pay a change fee and any fare difference.
Applies to tickets booked at united.com or with United Reservations.
If you had booked through UA, you would be able to cancel for a full refund and then rebook whatever you want.
In your case, the question of whether you can change/cancel will be dictated by your TA's deal with UA and your employer's contract with the TA.
Even if you could and did make a change through UA, that change will be sent back to the TA who will presumably notify your employer.
If this is a problem for your employer, it's an employer / labor, not a UA air travel issue.
Applies to tickets booked at united.com or with United Reservations.
If you had booked through UA, you would be able to cancel for a full refund and then rebook whatever you want.
In your case, the question of whether you can change/cancel will be dictated by your TA's deal with UA and your employer's contract with the TA.
Even if you could and did make a change through UA, that change will be sent back to the TA who will presumably notify your employer.
If this is a problem for your employer, it's an employer / labor, not a UA air travel issue.
Dec 5, 2013, 3:45 pm
#114
Join Date: Jul 2011
Location: MCO, DCA, IAD
Programs: UA GS 1MM, Marriott Ambassador & Lifetime Titanium, Hilton Diamond
Posts: 2,134
1. try calling United and see if they will change it for you
2. try the same day change for a different flight
Dec 5, 2013, 9:20 pm
#115
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
Posts: 67,193
You may be able to get UA to take over the ticket but there will be a fee ($50). (CoC Rule 6.M)
UA will assess a 50.00 USD fee to assist with a voluntary change on tickets originally issued via any external ticketing source (travel agency, internet agency, other airline, etc.). The fee is non-refundable and applies in addition to all applicable charges.
http://www.flyertalk.com/forum/unite...some-wont.html
and earlier when it was $25 -- http://www.flyertalk.com/forum/unite...maybe-not.html
Dec 6, 2013, 9:46 am
#116
Suspended
Join Date: Jul 2009
Posts: 153
sorry for this silly question but why still " may be " ?
if it is in their rules, it should be an option to be sure or ?
I will take some risk , if I wont be able to change the ticket within the 24 hours, reason for that is I had another flight ticket to panama within the same travel dates.
Dec 6, 2013, 10:05 am
#117
FlyerTalk Evangelist
Join Date: Sep 2008
Location: Jersey Shore/YYZ
Programs: UA 1K, Marriott Plat, Hilton Diamond, Hertz PC
Posts: 12,521
sorry for this silly question but why still " may be " ?
if it is in their rules, it should be an option to be sure or ?
I will take some risk , if I wont be able to change the ticket within the 24 hours, reason for that is I had another flight ticket to panama within the same travel dates.
if it is in their rules, it should be an option to be sure or ?
I will take some risk , if I wont be able to change the ticket within the 24 hours, reason for that is I had another flight ticket to panama within the same travel dates.
Dec 6, 2013, 12:46 pm
#118
Join Date: Jul 2007
Location: San Francisco/Sydney
Programs: UA 1K/MM, Hilton Diamond, Marriott Something, IHG Gold, Hertz PC, Avis PC
Posts: 8,176
UA takes this further and ignores the "7 days" part. Their Contract of Carriage states :
"UA will allow changes without penalty or a 100% refund to the original form of payment if request is made within 24 hours of ticketing"
In practice, TA can normally "void" a ticket up until midnight the night following purchase, so they normally get a little more than 24 hours to cancel.
None of this however stops the TA from charging a fee for the booking, or for the cancellation.
Last edited by docbert; Dec 6, 2013 at 12:57 pm
Dec 7, 2013, 8:59 am
#119
Suspended
Join Date: Jul 2009
Posts: 153
I havent booked any flight and most probably I wont risk it well.
I have spoken with 5 different United call center agents, all of them said that it is impossible if it is booked through Travel agency.
Even if they takeover the ticket They ask penalty fee to change the ticket ( even within the first 24 hours ).
that looks very tough.
I wish to here one success story here but none of the poster said that .
I have spoken with 5 different United call center agents, all of them said that it is impossible if it is booked through Travel agency.
Even if they takeover the ticket They ask penalty fee to change the ticket ( even within the first 24 hours ).
that looks very tough.
I wish to here one success story here but none of the poster said that .
Jan 7, 2014, 6:56 pm
#120
Join Date: Oct 2010
Posts: 65
24 Hour Change/Cancelation Policy Applicable to Award Tickets
If I book a ticket on a *A partner through United using United miles and decide to cancel within 24 hours of booking, will I be charged any fees to cancel the reservation and have the miles redeposited into my account?