United Airlines

Agency rebooking parameters

Self-service agency rebooking options for operational and schedule irregularities.

Table of contents

  1. Exception policy
  2. Flights impacted by irregular operations (IRROPS)
  3. Market withdrawal
  4. United schedule change
  5. Other airline (OA) schedule change
  6. Voluntary change
  7. Refunds, reissues and waiver codes
Exception policy
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Situation Options Booking class Waiver required? Waiver code
Proactive, voluntary change options extended on a by-event basis by UA in advance of irregular operational impact. Depending on operational impact, customers may be able to waive change fees, add/collects, and/or refund tickets. Varies

Direction will be provided by UA through united.com/agency

Yes Waiver code will vary and will be provided by UA through united.com/agency.
Flights impacted by irregular operations (IRROPS)

Reactive, involuntary changes after irregular operation impact.

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Situation Options Booking class Waiver required? Waiver code
Delay (1 hour – 2 hours)

Original flight is delayed

Customer scheduled to arrive at final destination at least 1 hour after original time:

Change to next available UA flight

Same booking class. If original booking class unavailable, book lowest available (higher than original booking class, same cabin)* Yes

Change fee and add/collect waived. Refund penalty also waived, if applicable.

UAIRROPS
Delay (2+ hours)

Original flight is delayed

Customer scheduled to arrive at final destination at least 2 hours after original time:

Change to next available UA flight or refund through ARC/BSP/GDS

Same booking class. If original booking class unavailable, book lowest available (higher than original booking class, same cabin)* Yes

Change fee and add/collect waived. Refund penalty also waived, if applicable.

UAIRROPS
Cancel

Original flight is cancelled

Change to alternate UA flight or refund through ARC/BSP/GDS Same booking class. If original booking class unavailable, book lowest available (higher than original booking class, same cabin)* Yes

Change fee and add/collect waived. Refund penalty also waived, if applicable.

UAIRROPS

Additional parameters for flights impacted by irregular operations

  1. Non-stops may go to connecting flights, and connecting flights may go to non-stops
  2. Connecting hub may be changed
  3. Depart 7 days prior or 7 after original departure date**
  4. Alternate airports within a 500 mile radius of the original origin or departure airport**
    • Change may apply to origin and destination, but must be changed at original time of ticket reissue
    • Customer is responsible for any additional expenses incurred

Please see footnote below regarding the handling of United Basic Economy fares booked in "N" class.

Irregular operations

United will continue to provide event-by-event guidance, through exception policies, regarding pro-active agency options during periods of irregular operations. Unique waiver codes and parameters will be included.

The policy above is intended for reactive agency application only once a flight has been impacted by a schedule change, delay, or cancellation.

Market withdrawal
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Situation Options Booking class Waiver required? Waiver code
United and United Express no longer serve a destination (either through marketing or operating carrier). If necessary, reissue ticket using protection provided by UA or refund through ARC/BSP/GDS If necessary, reissue ticket using protection provided by UA or refund through ARC/BSP/GDS Yes UAMKW

Visit united.com/agency to view approved re-accomm guidelines

United schedule change
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Situation Options Booking class Waiver required? Waiver code
Acceptable Accept the change and remove any old segments Accept the change and remove any old segments Yes

If reissue is required

UASKEDCHG
Unacceptable
  • Any segment goes from a non-stop to a connection
  • Misconnecting itinerary
  • Change to originally scheduled arrival or departure time of at least + / - 30 minutes
Change to alternate UA flight Same booking class. If original booking class unavailable, book lowest available (higher than original booking class, same cabin) up to and including M class. Contact UA if required class of service is unavailable.* Yes

Change fee and add/collect waived. Refund penalty also waived, if applicable.

UASKEDCHG
Unacceptable

Change to originally scheduled arrival or departure time of at least + / - 2 hours

Change to alternate UA flight or refund through ARC/BSP/GDS Same booking class. If original booking class unavailable, book lowest available (higher than original booking class, same cabin) up to and including M class. Contact UA if required class of service is unavailable.* Yes

Change fee and add/collect waived. Refund penalty also waived, if applicable.

UASKEDCHG
Other airline (OA) schedule change

Must be ticketed on UA/016 stock

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Situation Options Booking class Waiver required? Waiver code
Acceptable Accept the change and remove any old segments Accept the change and remove any old segments Yes

If reissue is required

OASKEDCHG

Use “OA” regardless of carrier driving schedule change

Unacceptable
  • Any segment goes from non-stop to connection
  • Misconnecting itinerary
  • Change to originally scheduled arrival or departure time of at least + / - 30 minutes
Change to alternate OA flight (original operating carrier – only flight number and/or time may change) or to UA operated flight.

If itinerary includes UA operated segment, UA schedule change rules apply to that segment.

Original class of service

Please contact United if changing to UA operated flight and original class of service is unavailable

Change UA flight within UA schedule change parameters.*

Yes

Change fee and add/collect waived

OASKEDCHG

Use “OA” regardless of carrier driving schedule change

Unacceptable

Change to originally scheduled arrival or departure time of at least + / - 2 hours

Change to alternate flight (original operating carrier – only flight number and/or time may change) or to UA operated flight), or refund through ARC/BSP/GDS.

If itinerary includes UA operated segment, UA schedule change rules apply to that segment.

Original class of service

Please contact United if changing to UA operated flight and original class of service is unavailable

Change UA flight within UA schedule change parameters.*

Yes

Change fee and add/collect waived

OASKEDCHG

Use “OA” regardless of carrier driving schedule change

Additional parameters for flights impacted by schedule changes

  1. Non-stops may go to connecting flights, and connecting flights may go to non-stops
  2. Connecting hub may be changed
  3. If original day of departure is unavailable, may depart 7 days prior to or after original departure date. If outbound flight is impacted, subsequent flights on same itinerary may be changed to maintain original length of trip.**
  4. Alternate airports within a 100 mile radius of the original origin or departure airport**
    • Change may apply to origin and destination, but must be changed at the original time of ticket reissue
    • Customer is responsible for any additional expenses incurred

Please see footnote below regarding the handling of United Basic Economy fares booked in "N" class.

Processing schedule changes

Advice of Schedule Change (ASC) messages will be sent by UA to the GDSs. Please reconcile the agency PNR with the ACS messages by removing or canceling old or changed segments in accordance with United's Booking and Ticketing Policy. You may receive multiple schedule change notices. If the required class of service is unavailable, please contact United. Please process all schedule changes within 30 days of receipt.

Voluntary change
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Situation Options Booking class Waiver required?
Agencies can make voluntary changes at any time prior to customer swiping boarding pass (ticket lift). Fare rules apply, including applicable change fees, reissue fees, and/or add/collect. No No

Refunds

  • Refunds (wholly unused and partially used tickets) may be processed by original issuing agency through ARC/BSP/GDS by including waiver code as directed. Waiver code must be placed in the PNR (OSI field) prior to cancelling the ticket.
  • For partially used tickets, only unused portion of the ticket may be refunded. To request a full refund of a partially used ticket, visit united.com/refunds.
  • Travel must not have commenced on affected flight segment.
  • Refunds on impacted tickets (including partially used) issued by ARC agencies may also be processed through united.com/refunds. BSP agencies should refund through BSP Link or the GDS.
    • Tickets previously reissued by UA must be processed online.
    • For Latin America (except Brazil) and Canada, process refunds through the GDS or united.com/refunds. For Brazil, process refunds through BSP Link.
  • Bulk/Net tickets must be referred to the original issuing agent.

Reissues

  • Reissues may be performed by agencies in accordance with the guidance above using the applicable waiver code.
  • Travel must not have commenced on the affected flight segment.
  • Tickets originally issued or previously reissued by UA are not eligible for agency reissue.
  • Tickets can only be reissued by the agency that originally issued the ticket.
  • Bulk/Net Fare tickets must be referred to the original issuing agent.
  • For voluntary changes, reissue fees may apply.

Waiver codes

  • Waiver codes should be provided in OSI field for ARC reporting agencies or ticketing fields (tour code, ticket designator or endorsement boxes) for BSP reporting agencies. Agencies are encouraged to place waiver codes on both the ticket and the PNR, if possible. Transactions without a waiver code are subject to debit memo.
  • Waiver codes may be used once per eligible change, as allowed by parameters above. Customers should be contacted in advance of the record being worked in order to confirm acceptance of the new travel plan.

Footnotes

*United Basic Economy fares booked in "N" class must remain in "N" class when eligible for self-service rebooking due to unacceptable schedule changes or irregular operations. If "N" class is unavailable, please contact United’s Customer Contact Centers for assistance. Rebooking into an ineligible booking class may result in the issuance of a debit memo. For non-Basic Economy fares, do not rebook into "N" class.

**Continuing or return travel dates may be voluntarily changed on UA segments only in the original inventory class to maintain the original length of stay prior to the re-accommodation. Changes to the return flight must be in the same PNR and be made in the same transaction as the re-accommodation of the outbound flight (using the UAIRROPS waiver code). The change fee and add/collect will be waived for changes made to the return (original class of service only).

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