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Medical, personal and travel emergencies
In certain scenarios where travel plans are impacted by a situation outside a customer's control, United will refund any change or cancellation fees associated with the customer's itinerary changes. Please note that the ticket must be changed or canceled by midnight on the scheduled travel date. Any difference in fare resulting from the itinerary change will still be charged. This policy applies to the following situations:
- 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)
- Jury duty or subpoena appearance required on the part of the customer or a travel companion
- Political unrest, not covered by a waiver or a pre-existing travel advisory, that impacts travel plans of the customer and/or a travel companion
- Involuntary job loss 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 a travel companion or an immediate family member (Please note that in the case of death of the customer, a full ticket refund can be issued to the original form of payment.)
To request a refund of your change or cancellation fee if one of the above situations applies to you, please contact United’s Refunds department by mail at the following address:
United Airlines Refund Department - WHQAK
P.O. Box 66282
Chicago, IL 60666
In order for a refund of your change fee or cancellation fee to be granted, the following information and documentation must be included with your request:
- 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
- Government travel warning
- Termination letter from employer
- Doctor’s note stating inability to fly
- Death certificate
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