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 If you wish to proceed with a charge back due to UA retroactively apply this change, the following links (policies no longer current) could serve to support your case with your credit card issuer and/or with a regulatory complaint.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 Uniteds 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 Uniteds 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
Were 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. Wed 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. Wed 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, Runion 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 passengers 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 Departments 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 20, 2020 | 1:23 pm
#496
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 22,613
I hope you and your employees are able to get back on your feet.
Mar 20, 2020 | 2:40 pm
#497
Join Date: Feb 2015
Programs: united
Posts: 1,636
I was on the phone with them today with respect to a trip that had been planned to Europe for next week. One of the legs had been canceled, with no replacement flight.
I was told the following by the Premier desk:
1. At this point United's policy is to pay out refunds only on refundable tickets. Exceptions may be made on a case by case basis, but in general, even if you have a flight segment on your itinerary that is canceled with no available flight, they will turn the itinerary into a flight credit. They are not supposed to refund.
2. This is unofficial, but expect to see the "one year from issue" rule extended or relaxed in the future as it becomes clear how long the travel restrictions are going to go on. Again, they would rather you use the credit on a flight, even if it's down the line than seek a cash refund.
I took a travel credit.
I was told the following by the Premier desk:
1. At this point United's policy is to pay out refunds only on refundable tickets. Exceptions may be made on a case by case basis, but in general, even if you have a flight segment on your itinerary that is canceled with no available flight, they will turn the itinerary into a flight credit. They are not supposed to refund.
2. This is unofficial, but expect to see the "one year from issue" rule extended or relaxed in the future as it becomes clear how long the travel restrictions are going to go on. Again, they would rather you use the credit on a flight, even if it's down the line than seek a cash refund.
I took a travel credit.
Mar 20, 2020 | 3:32 pm
#498
Original Member
Join Date: May 1998
Location: NYC
Programs: AA 2MM, Bonvoy LTT, Hilton Diamond
Posts: 14,785
Yeah, they can't get us to CZM at all as no flights there until at least April. Call today was for me to address #1 above, and I told them #2 and reservation is still there. Gonna give it a couple days and see if this travel waiver "thing" happens between US and Mexico and then I'll start #3 . My only question/concern is when do I accept the travel credit? If I don't accept it by flight date and don't show at airport, what happens. Someone said the credit will apply automatically, but that makes me a bit nervous.
I feel I have a pretty strong argument for a chargeback as they can't get me to my destination until over a month after my original departure, so they aren't providing promised service. Seems some don't think this will be successful, but I will try. I don't want my $2K tied up with UA for a year. I will try to go back to CZM sooner than a year, but that is a lot of money to leave with them, especially if they go bankrupt....then how long before I see the money....if ever. Thanks everyone for your advice as I work through this!
I feel I have a pretty strong argument for a chargeback as they can't get me to my destination until over a month after my original departure, so they aren't providing promised service. Seems some don't think this will be successful, but I will try. I don't want my $2K tied up with UA for a year. I will try to go back to CZM sooner than a year, but that is a lot of money to leave with them, especially if they go bankrupt....then how long before I see the money....if ever. Thanks everyone for your advice as I work through this!
I was on the phone with them today with respect to a trip that had been planned to Europe for next week. One of the legs had been canceled, with no replacement flight.
I was told the following by the Premier desk:
1. At this point United's policy is to pay out refunds only on refundable tickets. Exceptions may be made on a case by case basis, but in general, even if you have a flight segment on your itinerary that is canceled with no available flight, they will turn the itinerary into a flight credit. They are not supposed to refund.
2. This is unofficial, but expect to see the "one year from issue" rule extended or relaxed in the future as it becomes clear how long the travel restrictions are going to go on. Again, they would rather you use the credit on a flight, even if it's down the line than seek a cash refund.
I took a travel credit.
I was told the following by the Premier desk:
1. At this point United's policy is to pay out refunds only on refundable tickets. Exceptions may be made on a case by case basis, but in general, even if you have a flight segment on your itinerary that is canceled with no available flight, they will turn the itinerary into a flight credit. They are not supposed to refund.
2. This is unofficial, but expect to see the "one year from issue" rule extended or relaxed in the future as it becomes clear how long the travel restrictions are going to go on. Again, they would rather you use the credit on a flight, even if it's down the line than seek a cash refund.
I took a travel credit.
4. If the Passenger is not transported as provided in C) 1) or 2) above and does not choose to apply the value of his or her Ticket toward future travel as provided in C) 3) above, the Passenger will be eligible for a refund upon request. See Rule 27 A).
Last edited by seawolf; Mar 20, 2020 at 3:41 pm
Mar 20, 2020 | 3:35 pm
#499
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 22,613
What do you mean, "lying"? It's beyond clear at this point that UA is trying to deny all refunds on non-refundable tickets, for any reason, regardless of what's in the CoC. What do you think is a "lie" here?
Mar 20, 2020 | 3:45 pm
#500
Original Member
Join Date: May 1998
Location: NYC
Programs: AA 2MM, Bonvoy LTT, Hilton Diamond
Posts: 14,785
Where in the CoC do you see a refund can be denied if passenger is booked for CZM but UA can only get passenger to CUN? They are not co-terminals.
Mar 20, 2020 | 3:47 pm
#501
Join Date: Feb 2007
Location: DEN
Programs: HHonors Diamond, United 1K, Amtrak Select, Hertz 5*, Marriott Gold
Posts: 126
I have five tickets to SJD for this Sunday. I'm waiting patiently for the Mexico travel waivers to be updated before I call. Knowing how many people are having problems, I'm wondering if I should just start with my Presidential Plus card? Has anyone tried to leverage Chase's Trip Cancellation / Interruption Insurance as a way to get a refund if United isn't providing one? I've seen a lot of debate about chargebacks, but maybe insurance is different?
Mar 20, 2020 | 3:48 pm
#502
Join Date: Jul 2013
Programs: AA EP, Delta Diamond, Hyatt Globalist
Posts: 80
Mileage Plus Award refund
Hi all. A domestic ticket I have is now eligible for a waiver and I would like to cancel the ticket. I purchased a Mileage Plus Upgrade for 17,500 Miles & $175. When i do the cancellation online it shows the miles being refunded but not the co-pay. Is that correct? I was expecting to also receive the co-pay back as the upgrade hasn't cleared. Any advice appreciated!
Mar 20, 2020 | 4:11 pm
#503
Join Date: May 2017
Posts: 35
Now that the waiver has been extended, if I call or message United on Twitter, will they waive the fee to redeposit my miles and refund taxes for an international award flight in early May? Or should I wait and see if they cancel my flight altogether?
Mar 20, 2020 | 4:17 pm
#504
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 22,613
Hi all. A domestic ticket I have is now eligible for a waiver and I would like to cancel the ticket. I purchased a Mileage Plus Upgrade for 17,500 Miles & $175. When i do the cancellation online it shows the miles being refunded but not the co-pay. Is that correct? I was expecting to also receive the co-pay back as the upgrade hasn't cleared. Any advice appreciated!
United is currently waiving change fees, but not redeposit fees.
Mar 20, 2020 | 4:25 pm
#505
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 22,613
I have five tickets to SJD for this Sunday. I'm waiting patiently for the Mexico travel waivers to be updated before I call. Knowing how many people are having problems, I'm wondering if I should just start with my Presidential Plus card? Has anyone tried to leverage Chase's Trip Cancellation / Interruption Insurance as a way to get a refund if United isn't providing one? I've seen a lot of debate about chargebacks, but maybe insurance is different?
Mar 20, 2020 | 4:36 pm
#506
Join Date: Apr 2019
Posts: 258
Pay to Redeposit or Wait for Flight Cancellation?
I've got 4 IAH-LHR reward flight tickets scheduled for the end of May that obviously isn't going to happen, and even if it did I wouldn't want to be on it. I can pay to cancel and redeposit the miles, but I assume I'd lose the $400 I paid for seat assignments. Is it better for me to wait for the flight to be officially canceled? I've got a week to cancel at the over 60 days fee.
Mar 20, 2020 | 4:36 pm
#507
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 22,613
I've got 4 IAH-LHR reward flight tickets scheduled for the end of May that obviously isn't going to happen, and even if it did I wouldn't want to be on it. I can pay to cancel and redeposit the miles, but I assume I'd lose the $400 I paid for seat assignments. Is it better for me to wait for the flight to be officially canceled? I've got a week to cancel at the over 60 days fee.
Mar 20, 2020 | 4:40 pm
#508
Join Date: Jan 2000
Location: SMF
Programs: UA 1K 2MM
Posts: 1,552
Miles and dollars upgrades
Thanks for the excellent exchange of information in this thread.
I have a question regarding refunding of a miles and dollars copay upgrade if the flight is canceled by UA or by me. I get that the price of the ticket goes in a pot for my use for 12 months from ticketing but should the miles and co-pay refund immediately?
thanks
Lurker
I have a question regarding refunding of a miles and dollars copay upgrade if the flight is canceled by UA or by me. I get that the price of the ticket goes in a pot for my use for 12 months from ticketing but should the miles and co-pay refund immediately?
thanks
Lurker
Mar 20, 2020 | 4:41 pm
#509
Join Date: Feb 2007
Location: DEN
Programs: HHonors Diamond, United 1K, Amtrak Select, Hertz 5*, Marriott Gold
Posts: 126
Of course, as I read them again, it also says this, which I hadn't noticed before:
"In the event that Your Trip Cancellation or Trip Interruption results in a credit for future travel, accommodations, or other consideration being issued by the Travel Supplier, no benefits shall be payable for that portion of the Eligible Travel Expenses which such credit represents until such credit expires."
That might make this entire idea moot.
Mar 20, 2020 | 4:42 pm
#510
Join Date: Sep 2012
Location: IAD/DCA
Programs: Bunch of mid-tiers
Posts: 1,034
Right now not waiving redeposit fees as noted. I have a flight from Italy in early April. Im just waiting them out figuring I have nothing to lose.