To qualify for a refund, you must purchase a refundable ticket.
There are two pieces of Colombian law that affect refunds:
Right of Withdrawal: You can cancel your flight up to 24 hours before the scheduled departure time and still receive a refund. But, we may keep 10% of the fare. If you bought your ticket as part of a promotion refer to those terms and conditions for refund rules.
Right of Retraction: If you buy a ticket through our Customer Care team or on our website, you can cancel your reservation within 5 days and receive a refund. But, you must cancel your flight before the scheduled departure time.
You must complete our refund request form to be reimbursed for taxes and fees on tickets you didn’t use. We’ll reimburse you within 30 days of submitting the form.
The 7 day refund period outlined in Article 19 of Taiwan's Consumer Protection Act doesn’t apply to international flights. Any changes made to your trip are subject to our standard fare rules.
Advanced seat assignments and Economy Plus
In some cases, like a last-minute change of planes or flight disruptions, you may be moved to a different seat than the one you originally chose. When this happens, you should get a new boarding pass.
If you're moved to a new seat that is of a lesser value than the one you originally paid for, you’ll receive a refund in one of two ways:
If you were given a new boarding pass, you’ll automatically be refunded the fees for your original seat.
If you have lost your paper ticket, complete our refund request form. You must include at least one of the following supporting documents for us to process your request:
Lost or replacement ticket number
If purchased through a travel agency, a copy of the lost ticket from the travel agency
If you're a travel agent submitting on behalf of a customer, attach a copy of the lost ticket
The refund form must be submitted within 1 year of buying the ticket you lost. A $150 nonrefundable processing fee will be charged for each lost ticket and it may take 90 days to process.
Refunds for lost tickets bought with gift certificates will be refunded as a travel certificate.
You can ask for a refund to your original payment method if you're unable to use your ticket within one year of buying it. We'll only do this if an unplanned event is what stops you from using your ticket.
The following are considered unplanned events:
Death of the traveler, any traveling companions or immediate family member
One or more travelers on the reservation are on jury duty during the travel dates
Military order, U.S. military service members and their family members (parents, spouses and children) who must cancel or change a reservation due to new or changed military orders or directives applicable to the service member
Refunds for tickets bought with gift certificates will be refunded as a travel certificate.
If you change your flight due to illness, jury duty or military order and are charged a change fee, you can submit a request for a refund of those fees. Change fees will be waived for the death of a traveler, traveling companion or immediate family member.
Death: You must provide a copy of the death certificate. If this is due to the death of an immediate family member, you must include their name and relationship to you.
Illness: You must provide a letter on letterhead from a licensed doctor stating you couldn’t travel due to an illness. If the request is due to the illness of an immediate family member, the request must contain their name and relationship to you.
Jury duty: You must provide a copy of the jury summons.
Military order: You must provide a copy of the directive that requires cancellation of the reservation.
Reissued and partially used tickets
Refunds for reissued or partially used tickets are calculated based on the difference between the original ticket price, any additional charges and the segments flown
Travel agency and cruise line agency tickets
Refund requests for tickets issued by a travel agency should be sent to the agency.
Tickets issued by another airline
Refund requests for tickets issued by a partner airline should be sent to the airline you bought your ticket through.
If you didn’t enjoy the meal you bought on your flight, you can request a refund.
If your flight's schedule changes or your flight is canceled, you can get a refund for unused Premier Access®. If you choose to change your flight and you lose access to Premier Access benefits, you won’t be refunded.
If your flight's schedule changes or your flight is canceled, you can get a refund for unused Priority Boarding. If you choose to change your flight and you lose access to Priority Boarding benefits, you won't be refunded.
United Club memberships
All United Club℠ memberships are nonrefundable. You can upgrade your subscription or change your renewal settings in My United.
All travel bundles are nonrefundable. If you're eligible for a refund because of a flight disruption, you should automatically receive a refund to your original payment method and an email.
If you bought a bundle that includes Economy Plus and was able to complete any part of your trip, you won't be refunded for the extra award miles, Premier Access or United Club.
If you didn't receive an email for your refund, complete the refund request form. Submitting a refund request doesn't guarantee you'll receive a refund.
If you bought Wi-Fi and weren’t able to use it, you can request a refund. If your Wi-Fi was provided by Intelstat or Gogo, contact them directly for a refund. All other providers you can request a refund using our refund request form. Confirm who the Wi-Fi provider was for your flight on your Wi-Fi receipt.
In some cases, like last-minute change of planes or flight disruptions, you may be moved to a different seat than the one you originally chose. We’ll try to move you to a seat of similar or greater value, or we’ll automatically refund you. If you’re not refunded automatically complete our refund request form.
Trip day upgrades
Typically cabin upgrade fees are nonrefundable. If you’ve paid an upgrade fee and your flight has a last-minute change of planes or a flight disruption, and you can’t be moved to a premium cabin on another flight, you can request a refund of the upgrade fees using our refund request form.
If you've bought or transferred MileagePlus® miles, they should be added to your account immediately and are nonrefundable.
MileagePlus upgrade service fees
You'll be charged a service fee when requesting an upgrade to United FirstSM, United Business®, or United Polaris® business class. If you don't receive this upgrade, the service fee will be refunded.
Money + Miles
Money + Miles is not offered on all flights. Refunds are provided according to the rules of the fare you bought. Miles are considered a form of payment for refund purposes.
General refund policy
Go to My Trips to cancel your reservation and start the refund process.