Don’t expect me to praise United Airlines for what it should have done from the very start, but I am happy to see that its has come full circle concerning refunds for schedule changes and cancelled flights.
United Refund Policy: From 2 To 25 To 6 To 2 Hours
When the pandemic started and United began cancelling most of its flight, it created a sudden revenue burden. Far more people were seeking refunds than new bookings and the negative revenue frightened the bean counters.
Without warning, United modified its refund policy for flight cancellations from two hours to 25 hours. That’s right, United could cancel your flight on Monday at noon but if it got you on a plane Tuesday at 1:00PM it owed you no refund. Tell that to the business traveler…
Even more egregiously, United tired to apply this policy retroactively to previously booked tickets.
The U.S. Department of Transportation stepped in and reminded United it must offer cash refunds to all customers when their flight is cancelled and then United decided to redefine cancellation.
But it backtracked in the sense that the onerous 25-hour limit was reduced to “only” six hours (still three times worse than before)
> Read More
- United’s New Schedule Change Policy Is Indefensible
- United Airlines’ Very Shrewd Change Fee Waiver
- United’s Peculiar Redefinition Of “Cancelled” Flight
- United’s Schedule Change Policy: Refunds Will Come…In One Year
- United Airlines Sued For Refusing Refunds: Class Action Coming?
- United Rescinds Onerous Schedule Change Policy, But It’s Still 3X Worse Than Before
United: Two-Hour Refund Policy To “Support” Our Customers
Finally, though, United has come full circle. A spokesperson confirmed the update in policy:
“We are continually looking at ways to better support our customers, and as part of that effort, we’ve updated our guidelines for handling refunds when our flight schedule changes. We have always provided refunds for refundable tickets, and these updated guidelines will offer additional flexibility to our customers requesting refunds for non-refundable tickets when flight changes occur. If our customers would like to check on their refund eligibility, they can go to united.com/refunds to submit a request.”
Oh United, seriously? If you are continually looking for ways to better support customers, you should have never introduced such a customer-unfriendly policy in the first place.
Due note this refund rules is for involuntary schedule changes or flight cancellations. You are still not eligible for a refund (though you are eligible for future flight credit) if you choose not to travel on a flight that continues to operate.
CONCLUSION
You can once again, officially at least, request a refund for schedule changes or cancellations of two hours or more. Hopefully this time United learned its lesson and will not play games with customers during future downturns.
(H/T: Zach Honig // image: United)
@ Matthew — How nice of them. They came full circle, I only went half way around, and I will proactively avoid United forever.
We booked a flight back March 1st, 2020 to Hawaii and then the pandemic hit and needless to say we haven’t gone yet. I have called United several time and they keep giving me more extended time to use my tickets and money with them. I called yesterday and just would like my $1297.52 back and of course gave me more time and didn’t offer a refund. We are still unable to go to Hawaii and I just want my money refunded- I would never fly United again.
I don’t understand why I can’t get my money refunded, it’s my money not theirs.
Why should United give you your money back? Hawaii has been open for months. Unless United cancelled your flight, they don’t owe you money back.