McGee, aviation adviser for Consumer Reports.ĭon't want to fly during coronavirus? Don't rush to cancel that ticket
"It seems like they are going out of their way to not be as accommodating as other airlines are, and that's unacceptable,'' said William J. Travelers whose flights are canceled – and this is most international travelers as international flights service has nearly been eliminated – will receive a voucher for the value of their ticket, and if they don't use it within a year of the ticket purchase date, they can then get their money back.
International flights: United is effectively delaying any passenger refunds for up to a year. So far, that list only includes Mammoth Lakes, California, United spokeswoman Leslie Scott said. Those travelers can get their money back. The only exception to United's domestic refund policy: flight cancellations to destinations the airline no longer serves due to coronavirus fallout. There is a separate policy on refunds for significant delays caused by a schedule change. His original flight was nonstop.) The DOT policy does not mention time frames for determining a refund when a flight is canceled.
(United booked Bushee on a flight three hours later, which required a connection. If it doesn't, and you don't want to travel, you'll receive a travel credit for the value of the ticket. The changes came as United and other airlines have slashed flights in unprecedented numbers as travel demand has plunged due to government and business travel restrictions and traveler anxiety.ĭomestic flights: For canceled flights within the United States, United is not issuing refunds unless the new flight their computer system automatically put you on delays your departure or arrival by more than six hours. The bottom line for travelers: United is not offering immediate refunds for canceled international flights and has added a big hurdle for canceled flights within the U.S. Its cancellation assistant bot offers no help on this front. United's policies are complicated and hard to find on the airline's website or get clear answers about from the airline. An agency spokesperson said the government's rules have not changed: a passenger is entitled to a refund if an airline cancels a flight and the passenger chooses not to accept an alternative flight on that airline. airlines and appear to skirt the DOT guidelines. The airline's coronavirus refund policies for travelers whose flights are canceled by the airline are the stingiest of the big four U.S. United is playing hardball with travelers who should be eligible for a refund – something it did not do during the Boeing 737 Max crisis that grounded planes and forced thousands of flight cancellations over the past year. (Travelers who cancel upcoming flights on their own can rebook or receive a travel credit, with the change fee usually waived depending on the travel date.)īut American, Delta and Southwest do offer refunds for flights the airlines cancel, their standard practice. airline is outwardly touting the availability of cash refunds to passengers whose flights are canceled given the industry's precarious finances, typically offering rebooking or a travel voucher as the first options online and over the phone. The most frustrating part of the ordeal, he said: "Nobody seemed to know why I couldn't get the refund.'' He called United back, and a second agent said he was due a refund, but when he tried to process it, the computer only showed a travel credit as an option. The agent told Bushee he hadn't seen any official policy from United about not issuing refunds but figured it was because the airline was losing "a lot of revenue.''īushee asked to talk to a supervisor and pressed his case.
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