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Home » United Airlines » My Refund Experience With United Airlines
United Airlines

My Refund Experience With United Airlines

Matthew Klint Posted onApril 27, 2020November 14, 2023 10 Comments

an airplane parked in a hangar

While it is just one data point, I want to report I had a very smooth refund experience with United Airlines after a flight cancellation. The refund has already hit my card.

I have a handful of trips still on the books, but my last one with United departed last week. I wasn’t even the passenger on it, but I booked it for a friend (using my credit card). With COVID-19 travels restrictions, she knew she would not be traveling, but her flight remained scheduled. Thus, I held off on cancelling it.

As her travel date approached and the flight continued to operate, I figured I would just receive credit for the trip, which I’d have two years to use.

Still, I held off on cancelling. Even in non-COVID-19 times I would have done the same thing. Why cancel now when something may happen closer to departure that would entitle you to a refund?

Sure enough, on the night before departure her flight was cancelled. She was re-booked to another a flight departing in the afternoon, about seven hours later. Under United’s revised schedule change policy, a flight change by more than six hours means you can request a refund, though United said it would take up to a year to actually refund the money.

I called United, spoke to an agent, stated that the new flight did not work, and requested a refund.

“No problem, sir. One moment please. Ok, it’s done. You’ll see a refund on your card in 7-10 days.”

It actually only took two days.

Now, was I so graciously helped because of my MileagePlus 1K status? Likely.

But the passenger had no status and my experience (at Alaska, American, and Delta too) has always been that kindness goes a long way.

CONCLUSION

Yes, airlines are in dire straits. Yes, many are dragging refunds. But all worked smoothly here and that has always been my personal experience, even without status.

What has been your recent refund experience with United Airlines?

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About Author

Matthew Klint

Matthew is an avid traveler who calls Los Angeles home. Each year he travels more than 200,000 miles by air and has visited more than 135 countries. Working both in the aviation industry and as a travel consultant, Matthew has been featured in major media outlets around the world and uses his Live and Let's Fly blog to share the latest news in the airline industry, commentary on frequent flyer programs, and detailed reports of his worldwide travel.

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10 Comments

  1. Jeremy P Reply
    April 27, 2020 at 12:50 pm

    My Star Alliance partner SAS flight from IAD->CPH last week canceled a week in advance (no surprise) and twitter sleuthing suggested they were only up to early March for processing refunds. Amex refund processed today, to say I was surprised would be an understatement. Extremely well done (no status on SAS, gold on UA).

  2. Nate nate Reply
    April 27, 2020 at 1:25 pm

    Seems so irrational to me that airlines don’t charge cancelation fees on a (reverse) sliding scale. Let those who cancel 60 days before pay just $50, 30 days – $100, 10 days $150 and up to departure $200. Then this gamesmanship would stop, and airlines would have a better sense of their load.

    That being said, I’m sure airlines have done the analysis and figured out that their way is the best way.

    • Chris Reply
      April 27, 2020 at 1:56 pm

      @Nate, I believe Jetblue does this

    • Richard Reply
      April 27, 2020 at 3:25 pm

      This is the correct take and it pains me more airlines don’t see it

  3. JohnnyBoy Reply
    April 27, 2020 at 4:04 pm

    I had a similarly smooth refund experience with United Airlines after a cancellation. They even refunded my seat selection fee, purchased separately, without any hassle.
    There is one big caveat though. They never notified us that the flight, and all service to that airport (MMH), had been cancelled. I read that they had ended service on that route, but it still showed the reservation as active when I logged in, right up until I called about a refund.

  4. Suzanne Reply
    April 27, 2020 at 4:19 pm

    I had a similar experience to JohnnyBoy. I was set to fly from IAH to Vienna, Austria via Newark on May 14 with the EWR – VIE leg on Austrian Air. Austrian isn’t flying again until May 17 and United didn’t offer any other option. It still showed my flight as active. I called United and asked for a refund based on the cancelled flight to Vienna. This was a $3500 BF ticket. The agent said my request would need to be reviewed by her Refund Dept. I received a full refund on my credit card 4 days later. Honestly I was shocked.

  5. AG Reply
    April 27, 2020 at 4:19 pm

    Hm, I requested a refund after a flight cancellation on 3/26, but still haven’t received it (and I confirmed with UA on Twitter last week that it had been refunded). May wait another week before disputing.

  6. Albert Reply
    April 27, 2020 at 9:47 pm

    I have a Korean Air round trip ticket departing 2/24 and returning 2/26. I flew the 2/24 segment and Korean Air canceled my 2/26 return flight. I called and spoke to KAL rep in February, March, and just now. Every time, they tell me the refund is in process and I need to wait couple more weeks. Should I keep waiting? How would a credit card dispute work since I flew the first segment already? Thanks in advance!

  7. Peter Reply
    April 28, 2020 at 5:24 pm

    I received a refund for my United trip, minus a $25 “handling fee”. Is this the norm for everyone?

  8. Ken Reply
    April 28, 2020 at 5:29 pm

    I started early March for refund for 4 of us for a schedule change over 6 hours, gravitated into cancelled flights, refund promised was denied. Went DOT route, refund posted to CC April 24, 19 days after being initiated by United. I’m 1K. Forced by United to jump through hoops, all unnecessary and a massive waste of time for all.

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