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Service animals

Trained service animals

Trained service animals are accepted in cabin for qualified individuals with a disability. A service animal should sit in the floor space in front of the customer's assigned seat but cannot protrude into the aisles. Customers may use an approved in-cabin kennel for smaller animals provided its use meets stowage requirements. Exit row seating is prohibited. Documentation may be required for an animal traveling to international destinations.

Emotional support and psychiatric assist animals

Psychiatric assist animals and emotional support animals are also accepted in cabin for qualified individuals with a disability if certain documentation requirements are met. Additional documentation may also be required for an animal traveling to an international destination.

An animal should sit at the customer's feet without protruding into the aisles to comply with safety regulations. Customers may elect to use an approved in-cabin kennel for smaller animals. Exit row seating is prohibited. Refer to the U.S. Department of Transportation 14 CFR Part 382 or contact United for additional information.

Customers traveling with an emotional support or psychiatric assist animal must provide a minimum 48-hour advance notification to the Disability Desk at the United Customer Contact Center by both 1) calling 1-800-228-2744 and 2) submitting the required documentation (PDF) by fax (1-313-234-6966) or email (uaaeromed@united.com). The Disability Desk must receive and validate the required documentation prior to the time of travel. Verification of documentation will include United contacting your mental health care professional. If we are unable to validate the documentation or if the advance notification is not given, customers will be required to transport the animal as a pet, and pet fees will apply.

Service animals in training

United only recognizes service animals which have been trained and certified. Animal trainers are permitted to bring one service animal that is training to assist disabled passengers onboard free of charge. These service animals must not occupy a seat. Trainers transporting service animals in the ordinary course of business or service animals who are not in training must check these animals

Therapy animals

Therapy animals, which are pets that have been trained and registered by a therapy organization in order to visit nursing homes, hospitals, schools and other facilities, are not considered to be service animals. When traveling with a therapy animal, standard pet-related regulations and restrictions will apply

Destination-specific information

Hawaii

There are restrictions regarding the entry of service animals into Hawaii. Customers planning to travel to Hawaii should contact the Hawaii Animal Quarantine Branch manager directly for quarantine requirements. The 24-hour phone number is 1-808-837-8092. You may also view animal quarantine information at the Hawaii Department of Agriculture website

United Kingdom

United Airlines is permitted to accept service animals on flights to the United Kingdom. Because UK regulations for accepting service animals are very strict, both United and our customers must carefully follow the appropriate procedures.

As part of those procedures, any customer who intends to travel with a service animal must obtain a preapproval letter from Defra (Department for Environment, Food and Rural Affairs), a UK government agency. Please note that the preapproval process for transporting service animals to the UK can take up to two months.

Visit the Defra website for more information about requirements and procedures for taking animals into the UK, or contact Defra by phone at +44-870-241-1710, Monday through Friday, 8 a.m. to 6 p.m., UK time. (Please note: before dialing the number above, you must first enter the international direct dialing code. In the United States and Canada, this code is 011.)

Other international destinations

Many countries restrict the entry of animals. Restrictions vary by country, and customers should contact the appropriate embassy or consulate at least four weeks before departure to make sure that all necessary procedures are followed.

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