What to expect when you fly

What to expect when you fly

What to expect when you fly

We know travel looks a little different these days, but rest assured that we’re here for you along every step of the way. Throughout your journey, we’re putting safety and cleanliness at the forefront of your travel experience.

Taking care of you throughout your travels

  • 1Implementing temperature checks for employees and flight attendants working at hub airports or line stations
  • 2Installing sneeze guards at check-in and gate podiums
  • 3Encouraging use of the United app for contactless travel assistance and more
  • 4Promoting social distancing with floor decals to help customers stand 6 feet apart
  • 5Rolling out touchless check-in for customers with bags, and launching bag delivery from the airport to your final destination
  • 6Disinfecting high-touch areas such as door handles, handrails, elevator buttons, telephones and computers
  • 7Providing hand sanitizer and disinfectant wipes
  • 8Allowing customers to self-scan boarding passes
  • 9Boarding fewer customers at a time and, after pre-boarding, boarding from the back of the plane to the front to promote social distancing
  • 10Rolling out Clorox Total 360 Electrostatic Sprayers to disinfect in hub airports
  • 11Providing individual hand sanitizer wipes for customers
  • 12Requiring all customers and employees to wear a face covering and providing disposable face coverings for customers who need them
  • 13Providing onboard items like pillows and blankets upon request
  • 14Disinfecting high-touch areas, like tray tables and armrests, before boarding
  • 15Reducing contact between flight attendants and customers during snack and beverage service
  • 16Ensuring aircraft cleaning standards meet or exceed CDC guidelines
  • 17De-planing in groups of five rows at a time to reduce crowding
  • 18Using electrostatic spraying to disinfect aircraft
  • 19Using state-of-the-art, hospital-grade, high-efficiency (HEPA) filters to circulate air and remove at least 99.97% of airborne particles

Taking care of you throughout your travels

    • 1Implementing temperature checks for employees and flight attendants working at hub airports or line stations
    • 2Installing sneeze guards at check-in and gate podiums
    • 3Encouraging use of the United app for contactless travel assistance and more
    • 4Promoting social distancing with floor decals to help customers stand 6 feet apart
    • 5Rolling out touchless check-in for customers with bags, and launching bag delivery from the airport to your final destination
    • 6Disinfecting high-touch areas such as door handles, handrails, elevator buttons, telephones and computers
    • 7Providing hand sanitizer and disinfectant wipes
    • 8Allowing customers to self-scan boarding passes
    • 9Boarding fewer customers at a time and, after pre-boarding, boarding from the back of the plane to the front to promote social distancing
    • 10Rolling out Clorox Total 360 Electrostatic Sprayers to disinfect in hub airports
    • 11Providing individual hand sanitizer wipes for customers
    • 12Requiring all customers and employees to wear a face covering and providing disposable face coverings for customers who need them
    • 13Providing onboard items like pillows and blankets upon request
    • 14Disinfecting high-touch areas, like tray tables and armrests, before boarding
    • 15Reducing contact between flight attendants and customers during snack and beverage service
    • 16Ensuring aircraft cleaning standards meet or exceed CDC guidelines
    • 17De-planing in groups of five rows at a time to reduce crowding
    • 18Using electrostatic spraying to disinfect aircraft
    • 19Using state-of-the-art, hospital-grade, high-efficiency (HEPA) filters to circulate air and remove at least 99.97% of airborne particles

Some enhancements may not be available at all airports or on all flights.

phone icon

Download the United app to take advantage of touchless support throughout your journey.

phone icon

Download the United app to take advantage of touchless support throughout your journey.

Download United app

Frequently asked questions

  • Yes, all travelers are required to wear face coverings during their entire flight, except when eating or drinking. We’re also requiring travelers to wear face coverings in the airport, including at United customer service counters and kiosks, United Club℠ locations, our gates and our baggage claim areas. We encourage you to bring your own face covering, but our customer service agents will be able to provide them if you don't have one. Children younger than 2 years old are exempt.

    If you refuse to follow United's face covering policy while in the airport or on board a United flight, you may be refused transport and could also lose your travel privileges on United for a certain period of time that will be determined when we review the incident. If a United representative or flight attendant notices or is informed of a traveler who is not wearing a face covering and that traveler isn't exempt, they will proactively inform the customer that for the health and safety of everyone, face coverings are mandatory for all customers and employees in the airport and on board. They'll also offer to provide a mask if needed. If the customer continues to not wear their face covering, the United representative or flight attendant will report the incident so it can be reviewed. After the flight has reached its destination, the security team will investigate the incident and take the necessary action regarding the customer's travel on future United flights.

  • Yes, all travelers are required to wear face coverings in the airport, including at United customer service counters and kiosks, United Club locations, our gates and our baggage claim areas, except when eating or drinking.

  • Yes, we encourage you to bring and use your own face covering.

  • We encourage you to bring your own face coverings. If you don't have a face covering, our customer service agents will be able to provide a face covering at no cost.

  • Children younger than 2 years old are exempt and will not be required to wear a face covering in the airport or on board.

  • There may be times when you may need to remove your face covering in the airport or on the aircraft, such as when eating or drinking. Additionally, in the event of decompression, travelers will need to remove face coverings prior to donning an oxygen mask. Otherwise, travelers are expected to wear their face coverings for their entire flight and while in the airport.

  • We recommend you check with the operating airline before your flight for its policy on face coverings.

  • We'll require face coverings in the airport and on board until further notice. We will continue to evaluate this policy on an ongoing basis based on CDC guidance, government regulations and our continued prioritization of the safety of our employees and customers.

  • Some countries currently have temperature checks as part of the security screening process.

  • Every flight is different. For regularly scheduled flights that are expected to be fairly full, we’ll let you change your flight with no change fee or receive a travel credit for your trip. We'll do our best to contact you about 24 hours before your departure time so you can decide before you arrive at the airport.

  • We recommend following our standard airport processing guidelines.

  • It depends on the airport — some airports may have reduced dining options and shopping right now, so you may want to check the website of the airport you’re traveling through or ensure you pack what you need in your carry-on bag.

  • With United CleanPlus℠, our goal is delivering industry-leading cleanliness, plus putting health and safety at the forefront of your travel experience. Learn more about this program and our partnerships with Clorox and Cleveland Clinic. You can also chat with our automated assistant by texting “Clean” to FLYUA (35982) to learn how we’re making your journey safer. Learn more on our United CleanPlus page.

  • If you’re traveling with a partner airline, we recommend reviewing their travel guidelines to ensure you have a smooth trip. Before you fly, be sure to check travel waivers and your flight status, just in case things have changed. Some destinations may also require you to provide new entry forms or self-quarantine upon arrival, so check our Important Notices page to see if there are requirements for your trip.

  • Please visit our United Club and Lounge Locations page to check and see if a particular location is open. As you plan your next visit, learn how we're putting your health and safety at the forefront of your United Club experience.

More information

We're working closely with the experts at Cleveland Clinic to advise us on enhancing our cleaning and disinfection protocols for the safety of our employees and customers. Visit Cleveland Clinic’s website to learn more about COVID-19.

Cleveland Clinic logo

We're working closely with the experts at Cleveland Clinic to advise us on enhancing our cleaning and disinfection protocols for the safety of our employees and customers. Visit Cleveland Clinic’s website to learn more about COVID-19.