United Airlines boarding changes (late, missed, early, etc.) can be very well planned if one knows the cancellation policy of the airline. United is one of the largest carriers in the world, and it has a United Airlines refund policy that is clear, consistent, and well-structured, so it will be easier for travellers to accept the changes if they really need to do that.
The guide condenses a very complicated, step-by-step explanation of the United Airlines Cancellation Policy, the choices you have depending on your ticket type and how to get refunds, credits or changes with the least hassle. Understanding the cancellation rules that depend on your fare type and timeline will save you time, money and unnecessary frustration if you cancel a United Airlines reservation.
What Is United Airlines Cancellation Policy?
The United Airlines cancellation rules set out the circumstances under which refunds, credits, and changes are made. Your ability to change or cancel varies mainly by about two points which are:
- The kind of ticket you have refundable, non-refundable, Basic Economy, group fare etc.
- When the cancellation is made.
All passengers can take advantage of United's risk-free 24-hour cancellation window, but only if the ticket was purchased at least a week ahead of the flight. After the expiration of this window, the customer is still required to understand the rules according to his or her fare class as the rules vary significantly so the expectation can be either a refund, credit, or no compensation at all.
United Airlines 24-Hour Risk-Free Cancellation Policy
The right to cancel the ticket without any charge within 24 hours of the purchase is one of the consumer protection rights in the U.S. air travel, provided that the ticket was purchased at least 7 days (24 hours) before the itinerary. According to the DOT rule, the airlines are required to either allow the consumer to cancel their reservation and receive a full refund without penalty within 24 hours of purchase of airline tickets or to hold the consumer's reservation at the quoted price within 24 hours in case of purchase of airline tickets at least seven days before the scheduled departure time and date.
United indicates that every ticket including the Basic Economy one can be refunded with cash in full provided that the ticket was bought within 24 hours after the booking, and the buying process took place at least a week (7 days) before the departure.
Important caveats
- The rule only applies to the tickets purchased directly with the airline (at least those where the airline is the carrier on the ticket), and on fares that fulfil the condition of 7 days before departure. The protections can vary should it is booked through a 3rd party agent, or through a non-qualifying fare.
- Full cash refund refers to the initial payment in most instances. Refunds could be through an electronic travel certificate but in case of some promotions or any reservation of gift certificates.
- It is based on the purchase time-based window, not the time you subsequently choose to cancel. And the sooner you do, the better.
- Concisely, when you reserve a week or longer in advance, you have a cushion of 24 hours to cancel without being fined.
Fare Class Considerations & How They Affect Cancellation
Not all tickets are equal. The nature of your ticket refund, non-refundable, Basic Economy or special fare purchase is the biggest determinant of whether you can cancel your ticket and get a cash refund, travel credit or none at all.
Refundable and non-refundable tickets
- With a ticket that is refundable, generally, you would be able to cancel and receive a full cash refund (depending on the fare) as the ticket allows such flexibility.
- When you buy a non-refundable ticket, cancellation normally implies losing the paid fare (a good part of it) and you may get a United Airlines travel credit to travel in the future (without fees). The United policy mentions that beyond the 24 hours, in case of a non-refundable ticket, you will not be paid back in cash, but will get a future travel credit.
Basic Economy fares
This is the most confining category. The Basic Economy fares of United can be characterized by the lack of flexibility: you can probably not make any changes or cancellations (or with a significant penalty). Basic Economy says that a cancellation after 24 hours would not be refunded in any way.
International and domestic fares
The rules regarding international flights and the fares are usually more complicated: various regulations can be used, and the United Airlines cancellation fees can be increased. The policy of the United States is that they have eliminated some change fees on most of its domestic routes but Basic Economy flights, as well as international flights, are not covered under the change-fee elimination.
Group bookings
Group bookings (two or more passengers make a reservation as a group through special group fare conditions) usually do not share the cancellation/refund policies with individual bookings. As an example, a blog has reported that group reservations might not fall into the 24-hour cancellation policy.
Fare rules and ticket terms
There are rules of fare in each ticket (in the contract of carriage or fare conditions). Such rules will also state what your rights will be: the deadline of cancellation, the right to a refund, the availability of a credit, the fee charged, etc. You should always ensure, before assuming that you can cancel at will, that you check your ticket on the fare rules.
Cancelling After 24 Hours: Fees, Refunds & Travel Credits
After the 24-hour cancellation period has expired (or is not offered on your fare), cancelling will depend on your type of fare, ticket regulations and the time of cancellation.
In the event of a refund ticket
When you have a refundable fare, cancellation usually results in the refund of cash to the method of payment (except where there are special fare conditions). A refund can be simple provided that your fare rule provides for the fee due, but in most instances, it is clear-cut. Always check the fare rule.
In case you buy a non-refundable ticket
- For non-refundable tickets: In the United States post-24-hour window, in case of a cancellation of a non-refundable ticket, you are not entitled to a cash refund; you will receive a future flight credit.
- That future flight credit is redeemed against a future United ticket (with rules: typically has to travel in a specified time period, may have to pay an additional ticket fare, may expire, etc).
- You may lose any cancellation fee and the price of a non-refundable fare.
- Basic Economy: In most instances, when you miss the 24-hour time, you can not refund or credit the ticket; you are allowed no credit.
Fee structure / Policy change in United
- In the past, United used to impose a 200-dollar cancellation charge on most domestic flights. However, following the recent revision of its policies, the set cancellation fee of United on most domestic flights is no longer charged. As per: “United was formerly charging a cancellation fee of 200 dollars which has now been eliminated as well.
- But rather, whilst there is no express cancellation charge, because you have a non-refundable fare, you might forfeit the whole value of the fare (or be remunerated in travel credit) which is in effect a cost.
Timing issues- distance in advance cancellation
The sooner you cancel, the better you are likely to get back more value. The more you cancel nearer to departure (or after departure), the more (or all) of your fare you lose. There will be some fare policies that are cancelled up to a specific time before the departure (e.g., 2 or 3 hours), yet still have the rule of non-refundable fare or credit only. According to one of the blogs, in the case of United, passengers can cancel flights to international and domestic destinations within three and two hours of scheduled departure, respectively. However, this is a broad guideline and reality fare regulations will prevail.
Travel credit validity and use
In case you are issued a travel credit instead of a United Airlines flight refund:
- The credit normally has to be utilized in a future United flight (or potentially a partner flight) within a predetermined period of time (usually 12 months after the date of issuance of the ticket).
- The difference in fares (had you booked an expensive flight) will be due.
- Provided that your new flight is cheaper, you can be given an amount in credit that shows the difference (depending on the rule).
- Credits are not always transferable, they can have blackout dates and are subject to expiry hence it is advisable to plan.
- You need to read the conditions of your travel credit and not lose your value.
In The Case of United cancelling or significantly changing your Flight
Besides voluntary cancellation by the passenger, United (or other causes) initiated cancellations that invoke alternative rules and rights.
Regulatory protections
- According to the rules of the U.S. DOT, an airline is obliged to refund a portion of the unused portion of the ticket in case of flight cancellation (in any of the cases), where the passenger does not plan to travel. Similarly, the passenger can be refunded in case of major schedule alterations or delays.
The practice of United in case it cancels
- United cancels your flight, or dramatically changes your schedule: you can likely take another flight as an option, or decline and request a refund (or credit) of the unused ticket.
- According to some sources of blogs, in case of cancellation of the flight by United Airlines on their part, no cancellation fee would be charged. In case customers do not choose to board the alternative flight, a refund of any unused portion of the ticket price will be made to the customer.
- Significant: The issue of whether or not a significant schedule change is a refundable one depends on the meaning of significant schedule change as defined by United (which can be different) and the interpretation of the term significant. The DOT does not exclude the case-by-case approach.
Reduction of service or change of category
In case a company like United involuntarily downgrades you to a new lower level of service (e.g. you bought the first class ticket and the airline transfers you to the economy due to circumstances that are beyond its power), one is entitled to the difference in fare.
Travel credits and refunds in airline cancellations
In the case of cancellation of the flight by United:
- During the case where you opt not to travel, you are to be refunded the unused ticket value (to the original payment) but not simply be given a travel credit.
- Ensure that you know whether or not any ancillary charges (seat upgrades, extras) are refundable. According to the regulations of DOT, optional services (such as extra baggage, seat upgrades) need to be refunded, in case they are not utilized due to the cancellation of the flight.
Delayed flight or no-show caused by airline cancellation
In case you have been affected by the cancellation or change of the flights in the United and missed your flight, retain all the documentation (emails, notifications, change/offer letters). This might require you to make a claim or credit or a refund claim. The process and the fare that are specific to the route are checked on the Check United site.
How to book a free cancellation on your ticket with United
United has a fairly simple system of cancelling a ticket, which can be done online through the site or app or by calling the customer service/agent of the airline. Here’s how:
Internet (through the United site or application)
- Go to the United.com site (United.com) or the United mobile application.
- Click on My Trips or Manage Booking.
- Fill in the confirmation number of six digits and the last name of the passenger.
- Choose the booking that you need to cancel.
- This site would tell you whether or not you are allowed to cancel, the amount of refund/credit you can get, any difference/fee in fares, and then you can do as shown on the site to cancel.
- Once cancelled, an email confirmation and the information of the refund or the issuing of a credit should be received.
By phone/customer service
- In case you want to or your reservation is of a special nature (group reservation, agent reservation, international ticket, etc.), you can call the reservation line +1-888-511-8011, and request the reservation clerk to cancel your reservation.
- Ready: your booking confirmation number, passenger names, ticket number, etc.
- Inquire about either a refund or a credit, the amount refunded or credited and the schedule.
Do not forget to request the reference number of the cancellation.
At the airport / at the counter
- In particular, in certain cases, you can ask to cancel at the airport ticket counter before you take off. Probably one of the blogs says: An example of this is getting to the airport of departure and visiting the United help desk, providing booking information and requesting cancellation.
- Nevertheless, refunds/credits will still be subject to ticket fare regulations; just cancelling at the airport will not supersede those. In addition, it can be more time-consuming.
Refunding procedures and schedule
- Refunds or credits will be processed through United in accordance with the payment and fare rules.
- The refunds should be paid within 7 business days in case of credit-card purchases; within 20 days in case of other purchases, according to the DOT framework.
- Some blogs indicate that in case of making the payments via credit card/debit card, it may take approximately 7 days to be refunded; but in any other way, perhaps up to 20 business days.
- The refund can be determined by your policy with a travel agent and their policy with regard to the ticket, provided that you booked through a travel agent or a 3rd-party site.
Special Cases
Basic Economy Fare
As it was mentioned, Basic Economy with United is the least flexible. Once the 24 hrs lapsed, in most instances, you will not receive any refund or credit. You can lose the entire price of the ticket.
Tickets purchased through agents/travel agencies
The 24-hour rule of cancellation/refund on your ticket applies theoretically, but you might have to deal with the agent to cancel/refund the ticket, even though you were not purchasing that ticket directly at United, but through a travel agent or online travel agency (OTA). The DOT further explains that, despite using an agent, a refund is due when the airline cancels/amends the flight, but the 24-hour hold/refund provision is not always ensured to be enforced by the agent.
Group bookings
As indicated above, in cases of group bookings (where a specific group of seats is booked under one booking, e.g., tour groups), different rules on fare may apply and may not have the same 24-hour free cancellation.
International bookings
International tickets are mostly prone to more variables: local government laws, various currencies/taxation, and foreign agencies. United has a general policy of international flights; however, there might be different terms in reality depending on the region of origin/destination. Always check your fare rules. According to some blog sources, under certain conditions, you can request cancellation 3 hours before the departure of international flights (however, the fare rule still applies).
No-show (you did not check in and did not cancel your flight)
In case you do not board and do not cancel (no-show), a good number of the airlines consider it as losing the ticket and the carrier can cancel any other return/connecting flights. Although the Wikipedia article on No-show (airline) article points out that most carriers have had a no-show clause in their contract of carriage. In the case of United, you can lose the value of the ticket, even when you had a flight back or other flights, provided that you do not cancel and you are a no-show. It is prudent to cancel in advance in case you do not intend to travel.
Changes vs. cancellations
It is also applicable to differentiate between changing a ticket (date/time/flight) and the cancellation itself. The change fee policies of United (since August 2020) indicate that on numerous domestic trips and paid tickets, change fees have been waived; however, this does not necessarily imply that they will be cancelable and that they can always receive a refund. Upon asking for a change request, there is a possibility that you will be charged a higher fare or a discount on the initial fare.
Best Practices & Hints to leverage your Right to Cancellation
The following are effective tips that can be used to maximize your flexibility and not lose value when working with cancellations in United:
- You must book at least 7 days before the date of your stay in order to have the 24-hour free cancellation option.
- Always read the fare conditions during booking (and make a copy).
- When you have seen the changes that might occur, you should consider purchasing a refundable ticket or a ticket that has higher cancellation privileges (it might be more expensive, but it will save you in the case of a change of plans).
- There are instances where non-refundable tickets should be cancelled immediately if you are certain you will not travel, not to be cancelled later.
- Once you get past the 24 hours, when you have to cancel a non-refundable ticket, you can save some of your money by redeeming for travel credit instead of making a cancellation that negates all your money.
- In case United cancels your flight or changes the time drastically, you have the right to withdraw instead of taking a lesser alternative in case you do not want to travel.
- Retain all the records: confirmation of booking, ticket number, and email notification of United about cancellation or schedule change.
- Once you get travel credit, remember the date of expiration and terms; do not waste it.
- When using a travel agency or an OTA, be sure to find out whether the direct policies of United are applicable or if the agent has different policies.
- Keep an eye on your mail and the announcements of United, at times shifts in the schedules do occur and when you act promptly, you have a better choice (refund or rebooking) than when you are slow.
- When you are not sure or you have some complicated situation (when it is a multi-leg international ticket, when it is a group booking, when it is a special fare), it is a good idea to call the service desk of United and ask what is possible in terms of cancellation/refunds.
Things to Be Aware of
Such as imply free cancellation: Some fares can claim to be free cancellation but with special conditions (e.g., up to a deadline or in the form of travel credit). Always check what “free” means.
- Travel credit expiry: When credit is granted rather than a refund, it might expire. Loss of value occurs when failure to utilize it.
- No money back on optional services: In the case of cancellation/re-scheduling of flights, even when you buy upgrades/seat choices or other ancillaries, you might still be required to request a refund of optional services explicitly (even though the DOT regulations indicate that they should refund if those services are not offered).
- Agency vs. direct booking: In some cases, you can have problems with cancellations/refunding when you book through a third party; you are not directly booking with United but with the agent.
- Currency/taxes difference on international tickets: Sometimes it happens that taxes or third-party charges cannot be refunded entirely (depending on origin/destination/agent).
- Change vs. cancellation: When you change your ticket instead of cancelling it, there may still be a difference in fares or even loss of ticket value, although there may not be a specific cancellation fee displayed.
- False hopes: The attitude that places the expectation that, in the event of cancellation, they will get a full refund may cause shock, particularly with non-refundable fares or Basic Economy fares.
- No-show consequences: The failure to cancel and miss the flight in most cases will result in the loss of the value of the tickets and the cancellation of the return legs by the airline.
- Uncertainty on significant schedule change: What United regards as a significant change (to allow refund rights) would not necessarily be regarded so by a passenger; you might be forced to prove your point with an alternative flight that was offered.
- Cost of waiting: It is usually better to cancel earlier (as opposed to later before the flight) when you suspect that you are going to cancel (e.g. a larger credit value).
Summary of Key Points
- Thereafter, your cancellation rights are dependent on the type of fare: refundable fares are superior in rights; non-refundable fares result in travel credit (not money back).
- Basic Economy fares possess the fewest rights; the value is worse when you cancel after 24 hours.
- Under the DOT rules, when the airline cancels your flight or alters the schedule greatly, you are normally entitled to receive cash back of the unused ticket value (even on non-refundable fares).
- Travel credits can be provided as an alternative to a refund of optional cancellations on non-refundable fares; they also have rules and limitations on validity.
- The mode of booking (direct or agent), the place of origin of the ticket (domestic or international), and the rules of firm fares are important.
- Never ignore your fare regulations, always take action, and have a copy of the actions.
Closing Thoughts
United Airlines Cancellation Policy is one of the smartest ways to secure your travel money. In the case of United, the biggest advantage is the 24-hour free booking cancellation policy (when booked 7 days or more into the future) and the understanding of the right to a refund in case the airline itself cancels or materially alters your flight.
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