Home > Services & information > Our United Customer Commitment > 9. Disclose cancellation policy, frequent flyer rules, aircraft configuration, lavatory availability
9. Disclose cancellation policy, frequent flyer rules, aircraft configuration, lavatory availability

We will give you clear information about policies and service aspects that may be important to you on our website and, when you ask, through our telephone reservations staff and our representatives at airports. This means providing clear information about:

  • Aircraft seating configuration, including seat size and pitch ranges on aircraft we operate;
  • The important terms and conditions that apply to your ticket and travel, including cancellation policies; and
  • Aircraft lavatory availability.
We also make information about our MileagePlus frequent flyer program available on our website and in materials provided upon enrollment and in updates to MileagePlus members.

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Our United Customer Commitment
1. Advise about lowest available fares
2. Notify customers of known delays, cancellations and diversions
3. Deliver baggage on time
4. Allow reservations to be cancelled for a certain period after purchase
5. Provide prompt ticket refunds
6. Properly accommodate passengers with disabilities and other special needs
7. Meet customers' essential needs during lengthy tarmac delays
8. Treat passengers fairly and consistently in the case of oversales
9. Disclose cancellation policies, frequent flyer rules, aircraft seating configuration and lavatory availability
10. Notify customers about travel itinerary changes in a timely manner
11. Ensure responsiveness to customer complaints
12. Provide services to mitigate inconveniences resulting from cancellations and misconnections.