Emergency travel changes

In certain situations where travel plans are impacted by occurrences outside a customer's control, United will refund any change or cancellation fees associated with the customer's itinerary changes.

This policy applies only to travel that has already been ticketed. If you have not yet purchased a ticket or have not begun travel, please visit the Compassion Fares page for information on discounted fares for the purposes of obtaining medical treatment, attending to a seriously ill or injured family member, or attending the funeral of a family member.

The ticket must be changed or canceled before the departure time of the originally scheduled flight in order to be eligible for any change or cancellation fee refunds. Refunds are only applicable to flights that are both operated and marketed by United or United Express. Any difference in fare resulting from the itinerary change will still be charged, and a $50 processing fee may apply.* Required documentation must be included with the refund request.

This policy applies to nonrefundable tickets only. If you have purchased a fully refundable ticket, then no change or cancellation fees will apply regardless of the changes you make to your itinerary. Only the difference in fare will be charged.

 Eligibility

Ticket change
A ticket may be eligible for a refund of the change fee (minus a $50 processing fee*) based on the following circumstances:
  • Loss or theft of travel documents belonging to the customer or a travel companion (including items such as passports and visas, but excluding paper tickets for air travel)
  • Jury duty or subpoena appearance required on the part of the customer or a travel companion
  • Serious illness or injury to the customer, a travel companion or an immediate family member
  • Death of the customer, a travel companion or an immediate family member
Cancellation of a wholly unused ticket
A ticket may be eligible for a refund of the original fare and the cancellation fee (minus a $50 processing fee*) based on the following circumstances:
  • Extended illness or injury that would prevent the customer from traveling for the duration of the validity of the ticket (one year from original date of purchase)
  • Death of the customer, a travel companion or an immediate family member
For the purposes of this policy, immediate family members include:
  • Spouse
  • Domestic partner
  • Children
  • Parents
  • Sisters and brothers
  • Grandparents
  • Grandchildren
  • Aunts and uncles
  • Nieces and nephews
Eligibility applies whether the relationship is biological, adoptive, step, in-law or domestic partner, foster, or ward/legal guardian.

Required information
  • Name on ticket
  • 13-digit ticket number (beginning with 016)
  • Flight number(s)
  • Date of departing travel
  • Full mailing address
  • Phone number
  • Documentation of the situation:
    • Embassy receipt or police report for lost or stolen travel documents
    • Jury duty notice or subpoena
    • Doctor’s note on physician’s letterhead stating inability to fly (If illness of an immediate family member, the full name of the family member and relationship to the passenger must be included with the request.)
    • Death certificate or letter from funeral director on funeral home letterhead (If death of an immediate family member, the full name of the family member and relationship to the passenger must be included with the request.
Change and cancellation options
Please note: In all cases, the ticket must be changed or canceled prior to the scheduled departure time, and the refund request must be received during the ticket validity period (within one year from original date of purchase).
In the case of… You can… Refund details
  • Lost or stolen travel documents
  • Jury duty or subpoena
  • Illness of the customer, a travel companion, or an immediate family member
  • Death of a travel companion or an immediate family member
 You may obtain a refund for any change or cancellation fees assessed during this process (less a $50 processing fee*).
  • Serious illness or injury that would prevent the customer from traveling for the duration of the validity of the ticket (one year from original date of purchase)
  • Death of a travel companion or an immediate family member
  • Cancel a wholly unused ticket. Please call United Reservations to cancel your ticket, and then follow the refund instructions below.
 		You may obtain a refund for the original fare, as well as any change or cancellation fees assessed during this process (less a $50 processing fee*).
  • Death of the customer
  • Cancel a wholly unused ticket.
  • Cancel the remaining portion of a partially used ticket.
 		You may obtain a refund for the original purchase price of the unused portion of the ticket, as well as any change or cancellation fees assessed during this process. The $50 processing fee will be waived.

Obtaining a refund due to emergency travel changes
You may request a refund by submitting your request, along with all required documentation, to our refunds department in one of the following ways:

By fax:
(847) 264-3371

By mail:
United Airlines Refund Department – WHQAK
P.O. Box 66282
Chicago, IL 60666

*For customers who self-disclose that the nature of their ticket change or cancellation request is the result of an illness covered by DOT Part 382, the $50 processing fee will be waived. In the case of death of the ticketed customer, a full refund for the unused portion of the ticket can be issued to the original form of payment, and the $50 processing fee will be waived.