If you decide to no longer travel either because your original flight was canceled or you are delayed two hours or more, you can receive a refund to your original form of payment. Other optional services such as checked baggage and Economy Plus® can also be refunded, but ticketing fees (such as those for making a reservation in person) are not. MileagePlus miles can also be re-deposited at no cost. Request your refund by going to united.com/refunds.
Occasionally, unforeseen events such as severe weather, ill customers or mechanical issues require a flight to divert to an alternative airport. When this occurs, United will make every reasonable effort to provide for your comfort and well-being. This may include alternate transportation, meals and beverages, and hotel accommodations.
Upon request, we can provide a statement of proof that a United flight was delayed or canceled. Email your request to firstname.lastname@example.org. Be sure to include the names of all customers in your party, the confirmation number, flight numbers, dates of travel, phone contact and the email address or mailing address where you would like the letter sent. Please allow 5-10 business days for processing.
If your flight is canceled because of a mechanical issue or other circumstances within our control, we will try to accommodate you in a nearby hotel at our expense. If we're unable to book a hotel room for you, we may be able to provide you with reimbursement of overnight accommodations you obtain on your own, including your hotel, ground transportation and meals. In these situations a United airport representative will give you an authorization letter outlining the details for reimbursement, including a maximum allotted dollar amount. When you submit a request for reimbursement, you'll need to submit the authorization letter and all of your receipts. Please keep your receipts so that you can submit them.
For events outside of our control, such as weather, we may be able to help you find a local hotel at a discounted rate, but we do not cover hotel or meal expenses. If this situation applies to your travel, you can ask a United airport representative about discount hotel options.
Lengthy tarmac delays
United's Contingency Plan for lengthy tarmac delays describes United's process for handling these situations in accordance with U.S. Department of Transportation regulations. For more information, see our Lengthy Tarmac Delay Plan.
Your checked bags
If you are booked on a new itinerary, we will make every effort to reroute your checked baggage. Please ask a United representative about the status of your bags and if they can be rerouted.
A toiletry kit may be provided if an overnight stay is necessary and we can't retrieve your checked baggage.
If your bags arrive at your destination before you do, we will secure the bags until you claim them. If your baggage doesn't arrive at your final destination with you, please see a Baggage Service representative.
Customers with special needs
During a flight disruption, we will try to make your wait as comfortable as possible. If you need assistance during your wait at the airport, please do not hesitate to reach out to one of our representatives.
Children traveling alone
Our unaccompanied minor service requires parents or guardians to remain at the airport until their child's flight has departed in case the flight is delayed or canceled. In certain cases, we may arrange for accommodations, meals and transportation if needed.
Additional information may be found in our United Customer Commitment and our Lengthy Tarmac Delay Plan, as well as important terms and conditions in our Contract of Carriage. Different policies may apply when traveling to and from certain countries, such as policies specific to the European Union.