United will refund change fees and tickets in certain cases. All requests must be received prior to the ticket's expiration date and must be accompanied by proper documentation (see “Documentation requirements and processing” below). We will refund tickets only when the unplanned event prevents the use of that ticket within one year of the ticket's date of issue. In all other instances, the fare can be credited toward future travel, though the customer may receive a refund for flight change fees (see “Change fee refunds” below).
If your refund request is approved, a refund will be provided to the original form of payment. Refunds for purchases made with Gift Certificates will be provided in the form of electronic travel certificates.
This policy applies in the following cases:
- Death of the traveler, traveling companion or immediate family member
- Travelers in the reservation actively on jury duty during the dates of planned travel
- Certain illness situations
- Immediate family members (adopted ward, aunt, brother, brother-in-law, daughter, daughter-in-law, domestic partner, father, father-in-law, foster brother, foster daughter, foster father, foster mother, foster sister, foster son, granddaughter, grandfather, grandmother, grandson, half-brother, half-sister, husband, legal guardian, mother, mother-in-law, nephew, niece, sister, sister-in-law, son, son-in-law, step-brother, step-daughter, step-father, step-mother, step-sister, step-son, uncle, wife
Change fee refunds
In the event that your travel plans change as a result of illness or jury duty, you will be required to pay the applicable change fee at the time of that change. Once this change fee is applied, you may submit a request to have the fee refunded.
Ticket refunds will be provided in the event of death and, in some cases, illness and jury duty. This applies to all tickets, including revenue, MileagePlus award tickets, promotional, bulk and net fares.
- In case of death: Refunds require a copy of the death certificate. If your change is due to the death of an immediate family member, the request must contain the family member's name and relationship to you.
- Illness situations: Change fee refunds require a letter (on letterhead) from a licensed physician confirming that travel was not recommended due to the customer's illness. Ticket refunds require a letter (on letterhead) from a licensed physician confirming that travel was not recommended within the validity of the ticket (one year of ticket's issued date) due to illness. If the request is due to the illness of an immediate family member, the request must contain the family member's name and relationship to you.
- Jury duty refunds requests: Refunds require a copy of the jury summons.
Send all refund requests to United Refunds for consideration. Requests directed through other departments (contact centers, airport staff, etc.) will be referred to United Refunds.