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}
Jan 7, 2014, 8:04 pm
#121
Join Date: Dec 2012
Location: NY
Programs: UA 1K MM
Posts: 631
United 24 hour cancellation policy...
Nope. Note you can often hold the ticket for a few days without issuing it.
Jan 8, 2014, 5:02 am
#122
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,028
So I've been told that I may require an onward ticket when going to Australia. Not that Australia immigration will require - but that the inbound airline may not let me board without a return/onward ticket. So, since I don't know exactly when I'm leaving Australia, I'm considering just buying a United ticket at the airport if they want to deny me boarding via my mobile. Then, canceling when I get to Australia (it'll still be within the 24 hr period). Based on this thread - I'll call to cancel/refund. Anyone see any reason this shouldn't work?
Jan 9, 2014, 6:35 am
#123
Join Date: Aug 2012
Programs: UA 1K/MM, EK Gold, CX Silver
Posts: 880
No problem
So I've been told that I may require an onward ticket when going to Australia. Not that Australia immigration will require - but that the inbound airline may not let me board without a return/onward ticket. So, since I don't know exactly when I'm leaving Australia, I'm considering just buying a United ticket at the airport if they want to deny me boarding via my mobile. Then, canceling when I get to Australia (it'll still be within the 24 hr period). Based on this thread - I'll call to cancel/refund. Anyone see any reason this shouldn't work?
However you will not be able to do on-line checkin under many circumstances if your return reservation is not on the same PNR - but that is another story.
Jan 9, 2014, 6:58 am
#124
Join Date: Apr 2005
Location: DEN
Programs: Free checked in bag on UA & DL. Free icecream at Marriott checkin.
Posts: 2,862
Actually, immigration may also ask. However rest assured that unless you are detained for some other reason by immigration, no-one can or will check the validity of any piece of paper you choose to show them. Similarly the airline has no simple way to validate any so called "itinerary" you show them for an onward booking.
Jan 9, 2014, 9:07 am
#125
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,028
Actually, immigration may also ask. However rest assured that unless you are detained for some other reason by immigration, no-one can or will check the validity of any piece of paper you choose to show them. Similarly the airline has no simple way to validate any so called "itinerary" you show them for an onward booking.
However you will not be able to do on-line checkin under many circumstances if your return reservation is not on the same PNR - but that is another story.
However you will not be able to do on-line checkin under many circumstances if your return reservation is not on the same PNR - but that is another story.
I will not push it too much with Australian and NZ immigration. They are known to check the validity of tickets. I had a friend who was questioned by the immigration people who had checked on his tickets when he arrived - "I see that you had cancelled your return ticket from here. What are your true plans?"
What I can't understand is why doesn't everyone just buy a cancelable ticket (like full fare economy) or a restricted economy ticket that can be canceled within 24 hours ala United? Assuming of course they are in a similar situation as me. Perhaps it's simply a matter of the airlines/immigration seeing you can afford such a ticket which are generally more expensive than others. Or that you're smart enough to do so, in which case they likely wouldn't catch you in the first place.
Jan 9, 2014, 9:19 am
#126
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,800
What I can't understand is why doesn't everyone just buy a cancelable ticket (like full fare economy) or a restricted economy ticket that can be canceled within 24 hours ala United? Assuming of course they are in a similar situation as me. Perhaps it's simply a matter of the airlines/immigration seeing you can afford such a ticket which are generally more expensive than others. Or that you're smart enough to do so, in which case they likely wouldn't catch you in the first place.
Jan 9, 2014, 9:21 am
#127
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
1. Take a look at the thread on AA about what happens to people who buy/hold seats without the intent to use them in violation of the COC.
2. Most people don't want to commit petty scams on immigration authorities because, if caught out, it can affect their future ability to travel, job prospects and the like.
3. While unlikely, nothing would preclude any country's immigration authorities from double-checking a suspicious booking a few days later, e.g., the individual arrives on dirt cheap discounted ticket and holds a full Y onward ticket which costs 10x.
2. Most people don't want to commit petty scams on immigration authorities because, if caught out, it can affect their future ability to travel, job prospects and the like.
3. While unlikely, nothing would preclude any country's immigration authorities from double-checking a suspicious booking a few days later, e.g., the individual arrives on dirt cheap discounted ticket and holds a full Y onward ticket which costs 10x.
Jan 9, 2014, 9:31 am
#128
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,800
I always shake my head when someone here suggests buying a refundable ticket so they can get past security to use a lounge.
Jan 10, 2014, 1:17 am
#129
Join Date: Aug 2012
Programs: UA 1K/MM, EK Gold, CX Silver
Posts: 880
COC and immigration
1. Take a look at the thread on AA about what happens to people who buy/hold seats without the intent to use them in violation of the COC.
2. Most people don't want to commit petty scams on immigration authorities because, if caught out, it can affect their future ability to travel, job prospects and the like.
3. While unlikely, nothing would preclude any country's immigration authorities from double-checking a suspicious booking a few days later, e.g., the individual arrives on dirt cheap discounted ticket and holds a full Y onward ticket which costs 10x.
2. Most people don't want to commit petty scams on immigration authorities because, if caught out, it can affect their future ability to travel, job prospects and the like.
3. While unlikely, nothing would preclude any country's immigration authorities from double-checking a suspicious booking a few days later, e.g., the individual arrives on dirt cheap discounted ticket and holds a full Y onward ticket which costs 10x.
As far as the airlines COC goes, that is a different kettle of fish, and indeed excessive purchase/cancellation could have consequences. Tell that to the people who do SDC every day for weeks to avoid paying a change fee...
Jan 10, 2014, 3:55 am
#130
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,028
I would not be deceitful to immigration officials. I would only buy a refundable ticket if the airline agent denied me boarding for not having a return/onward ticket. Australia immigration does not require said ticket to enter the country. So if I make it past the airline and get to Australia immigration I will discuss with them anything they want to know. And I can show them finances, credit cards, means, etc.
Jan 10, 2014, 4:55 am
#131
Join Date: Aug 2011
Programs: UA 1K
Posts: 8,634
Since the purpose of requiring a return ticket is to ensure that you have the financial means to leave the country, (and in fact sufficient cash is accepted as a substitute by some countries), then having purchased a ticket is just as good, irrespective of intention to use, something not defined in immigration law.
(I generally agree with your point, but immigration law is not some single, knowable thing.)
Jan 10, 2014, 4:55 am
#132
Join Date: Dec 2007
Location: SYD
Programs: UA GS, BA Gold, Marriott Titanium/LT Plat, IHG Gold, National Exec Elite, Hertz PC
Posts: 1,419
So I've been told that I may require an onward ticket when going to Australia. Not that Australia immigration will require - but that the inbound airline may not let me board without a return/onward ticket. So, since I don't know exactly when I'm leaving Australia, I'm considering just buying a United ticket at the airport if they want to deny me boarding via my mobile. Then, canceling when I get to Australia (it'll still be within the 24 hr period). Based on this thread - I'll call to cancel/refund. Anyone see any reason this shouldn't work?
You can also just be honest and say you don't know how long you'll be staying, but it will be less than you're allowed to legally stay in Australia. When you want to go back, you'll just buy another ticket and you have enough funds to do so. Immigration officers tend to appreciate honesty and don't like made up stories.
If the airline actually asks, you can just call up United and buy a ticket over your phone. Voila!, now I have a ticket...
Jan 11, 2014, 3:17 pm
#133
Join Date: Sep 2013
Location: East Coast, USA
Posts: 1,034
Fully refundable ticket
I bought a fully refundable ticket that I cancelled within 24 hrs (because UA cancelled the flight 
) and requested a refund. It's been a week, but no dice on refund.
Since I am nobody on UA, calling them did not help. I don't want to go through the credit card dispute, but I may have to. For this, I saved my eticket receipt, as well as all my correspondence about the ticket cancellation.
- On my receipt, it clearly says:
"Fare Rules: Additional charges may apply for changes in addition to any fare rules listed. /-REFUNDABLE-/"
- The screenshot when I cancelled says:
"This reservation is cancelled. Your refund is complete and subject to an audit by our accounting department. An e-mail confirmation of this cancellation will be sent to XXXXXX"
- And the email says:
"Your reservation, XXXXXX, was cancelled and we have received your request for refund."
If I am armed with the documents above, will I have a chance to "win" in the credit card dispute, if it comes to that?
Will wait a few days, but then I'll take action. I am particularly worried because now the website says that I did not request a refund (just cancelled) even though the evidences above show otherwise. In the past, as long as it was within 24 hours, the charges didn't even go through (just pending and gone). May be because the tix was fully refundable (it was in A bucket, so it was not cheap).
) and requested a refund. It's been a week, but no dice on refund. Since I am nobody on UA, calling them did not help. I don't want to go through the credit card dispute, but I may have to. For this, I saved my eticket receipt, as well as all my correspondence about the ticket cancellation.
- On my receipt, it clearly says:
"Fare Rules: Additional charges may apply for changes in addition to any fare rules listed. /-REFUNDABLE-/"
- The screenshot when I cancelled says:
"This reservation is cancelled. Your refund is complete and subject to an audit by our accounting department. An e-mail confirmation of this cancellation will be sent to XXXXXX"
- And the email says:
"Your reservation, XXXXXX, was cancelled and we have received your request for refund."
If I am armed with the documents above, will I have a chance to "win" in the credit card dispute, if it comes to that?
Will wait a few days, but then I'll take action. I am particularly worried because now the website says that I did not request a refund (just cancelled) even though the evidences above show otherwise. In the past, as long as it was within 24 hours, the charges didn't even go through (just pending and gone). May be because the tix was fully refundable (it was in A bucket, so it was not cheap).
Jan 11, 2014, 8:00 pm
#134
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,028
I bought a fully refundable ticket that I cancelled within 24 hrs (because UA cancelled the flight ) and requested a refund. It's been a week, but no dice on refund.
Since I am nobody on UA, calling them did not help. I don't want to go through the credit card dispute, but I may have to. For this, I saved my eticket receipt, as well as all my correspondence about the ticket cancellation.
- On my receipt, it clearly says:
"Fare Rules: Additional charges may apply for changes in addition to any fare rules listed. /-REFUNDABLE-/"
- The screenshot when I cancelled says:
"This reservation is cancelled. Your refund is complete and subject to an audit by our accounting department. An e-mail confirmation of this cancellation will be sent to XXXXXX"
- And the email says:
"Your reservation, XXXXXX, was cancelled and we have received your request for refund."
If I am armed with the documents above, will I have a chance to "win" in the credit card dispute, if it comes to that?
Will wait a few days, but then I'll take action. I am particularly worried because now the website says that I did not request a refund (just cancelled) even though the evidences above show otherwise. In the past, as long as it was within 24 hours, the charges didn't even go through (just pending and gone). May be because the tix was fully refundable (it was in A bucket, so it was not cheap).
) and requested a refund. It's been a week, but no dice on refund. Since I am nobody on UA, calling them did not help. I don't want to go through the credit card dispute, but I may have to. For this, I saved my eticket receipt, as well as all my correspondence about the ticket cancellation.
- On my receipt, it clearly says:
"Fare Rules: Additional charges may apply for changes in addition to any fare rules listed. /-REFUNDABLE-/"
- The screenshot when I cancelled says:
"This reservation is cancelled. Your refund is complete and subject to an audit by our accounting department. An e-mail confirmation of this cancellation will be sent to XXXXXX"
- And the email says:
"Your reservation, XXXXXX, was cancelled and we have received your request for refund."
If I am armed with the documents above, will I have a chance to "win" in the credit card dispute, if it comes to that?
Will wait a few days, but then I'll take action. I am particularly worried because now the website says that I did not request a refund (just cancelled) even though the evidences above show otherwise. In the past, as long as it was within 24 hours, the charges didn't even go through (just pending and gone). May be because the tix was fully refundable (it was in A bucket, so it was not cheap).
Jan 11, 2014, 11:27 pm
#135
Join Date: Sep 2013
Location: East Coast, USA
Posts: 1,034
Before, I called hoping to clarify the situation, but my initial call was not pleasant. The guy answering the phone was foreign and did not know what he was doing. He just panicked and said he couldn't do anything. He put me on hold for a "supervisor" which didn't result in anything new. There was also something about reservation being different from refunds (I called reservation, because there is no contact info for refunds!).
I know that I could hang up and call again, but with no status, it will be another hour wait. So that's why I suggested credit card dispute (the charge had already gone through).
The more I think about this, if I don't get the refund in the next few days, is it not just an annoyance but ILLEGAL since I did cancel the ticket within the 24 hours?
What really irks me is that they may be saying that I didn't take the steps to get the refund, even though I did everything within rules.
I know that I could hang up and call again, but with no status, it will be another hour wait. So that's why I suggested credit card dispute (the charge had already gone through).
The more I think about this, if I don't get the refund in the next few days, is it not just an annoyance but ILLEGAL since I did cancel the ticket within the 24 hours?
What really irks me is that they may be saying that I didn't take the steps to get the refund, even though I did everything within rules.