helping airline employees along their ZED journey

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United Airlines, Inc., UA

(known as "United Airlines")

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Flight listing policy and procedures

Where listing doesn't take place at the same time as ticketing, flight listings should be made at least 48 hours in advance of travel for international flights and 12 hours in advance for all other flights. Travelers may not book multiple leisure bookings in different cabins over the same routing for the same trip; the desired class of service, based on eligibility per the ZED agreement signed with United, should be specified at the time of booking. Eligibility of a downgrade refund is specified in the agreement between the airlines. Contact your airline if you are wondering if a downgrade refund is permitted. Downgrade refunds from business class to premium economy will not be given, as premium economy is still considered a premium cabin by United. If you don't wish to be charged a business class fare if cleared for a seat to travel in premium economy, you must advise the agent at time of clearance that you do not wish to travel in premium economy.

To create listings when not listed at the same time as when purchasing the ticket, travelers make their flight listing via the UA Web Flight Listing Tool (available through the ID90T website with their account). 

If you already have an account with ID90 Travel, you can log in via or use the ID90 Travel mobile app (available on the App Store and Google Play).

If you don't already have an ID90 Travel account, you must create an account using the following steps:


·Visit and select your airline from the company dropdown list.

·Add your employee number and company email address, before creating a password.

·The password must contain at least 8 characters, including at least 1 uppercase, 1 lowercase, 1 numeric and 1 special characters.

·Please note: You must use your company email address to verify your account. If you do not have one, please contact ID90 Travel Customer Support via

On future visits to ID90 Travel, you can log in via or use the ID90 Travel mobile app (available on the App Store and Google Play).


  • THE NAME OF THE E-TICKET MUST MATCH EXACTLY THE NAME ON THE LISTING, including first, middle, and last name.

Once the listing is created, changes to the itinerary - dates and/or flight numbers- can be done by calling our ePass desk in the U.S. at +1-866-359-3727. It's open 24/7. There is no fee for this type of change. Any changes to the routing, including connections cities, must be done by canceling the existing ticket and listing, and creating a new one.

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All refunds for unused tickets or downgrade refunds (when agreement allows) need to be submitted no later than a year after the ticket was issued. Refund request should be requested as soon as is practical, to allow time for re-submission, should there be any issues with the refund process.

Refunds for unused tickets should be processed through the same tool from which the tickets were purchased. For instance, if the ticket was purchased from myIDTravel, then the refund should be requested through myIDTravel. If purchased from ID90 Travel, the refund should be requested through ID90 Travel.

Refunds for traveling in a lower cabin than purchased (when agreement allows) should be submitted on When completing the refund request form, there is no need to log into a MileagePlus account. On the form, please provide an explanation of the reason for the refund, such as, "Purchased travel in business class, but accomodated in economy class." Allow up to 14 days for the refund request to be processed. As a reminder, United will not issue a downgrade refund is you purchased travel in business class and were accomodated in premium economy, as we consider premium economy to be a premium cabin, and we do not have any ZED agreeements that include premium economy travel.

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While United is not placing an embargo, current factors with flights to/from Cape Town (CPT) and Johannesburg (JNB), South Africa, including weight restrictions due to aircraft type, flight distance, airport conditions, weather conditions, and carriage of cargo, will likely limit capacity on all flights between CPT/JNB and the U.S. (IAD/EWR) in both directions. Due to this limitation, there may be a number of held seats on the flights, and it may not be possible to accommodate pass travelers on departing flights, regardless of empty seats on the flights. Please consider this restriction when planning travel to, through, or from CPT or JNB, and have backup plans in place.

Additionally, due to this restriction, pass travelers will be held at the ticket counter to wait for seat assignments, and will not be permitted to proceed to the gate without a boarding pass with a seat assignment on it. Travelers connecting from an international flight to United in CPT are required to clear customs and immigration and enter the country, and then may proceed to the ticket counter to complete check-in and await clearance. Travelers connecting from an international flight to United in JNB are NOT required to clear customs and immigration to enter the country, and may proceed directly to the Connections desk, and then wait at the gate for seat clearance.

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Flights Included, Excluded

All United Express flights operated by Mesa-YV, Republic-YX, SkyWest-OO, Go Jet-G7, and Commutair-C5. Additionally, bus service between Newark (EWR) and Allentown, Pennsylvania (ABE) is permitted.

Codeshare flights operated by Star Alliance or other codeshare Partners are excluded, as are ferry/positioning or cargo-only flights. Bus service between Denver (DEN) and Fort Collins, Colorado (FNL) is not permitted.

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Employees of other airlines and their family members may bring a cabin pet on-board a United flight (subject to limitations by destination, aircraft, and cabin). Reservations for pass travelers are not needed in advance, but other policies and fees match that of revenue travelers. For more information, please visit the in-cabin pets page.

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Checked baggage

  • Employees, retirees and their travel eligibles are exempt from the first checked bag fee, up to a maximum of 50 lbs. (23 kgs). All pass riders pay excess and overweight baggage fees consistent with commercial customer charges. To check additional baggage fees, use United's bag fee calculator on If you've already booked your trip, you may use the "My flights" tab on that page to check for specific details of your trip. In some cases, if the revenue passenger policy permits additional free baggage, then employees, retirees, and their travel eligibles will be permitted the more lenient baggage allowance.

Cabin baggage

  • Employees, retirees, and their travel eligibles are permitted cabin baggage in line with the commercial passegner policy for normal economy (not basic economy) travel. This policy may be found at


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Dress code

  • Pass riders’ overall appearance should be well-groomed, neat, clean and in good taste.
  • Attire should be respectful of fellow revenue passengers, employees and pass riders.
  • Pass riders may wear denim attire (such as jeans), shorts that are no more than three inches above the knee and athletic shoes when traveling in Coach or Business cabin.

 The following attire is unacceptable in any cabin but is not limited to:

  • Any attire that reveals a midriff.
  • Attire that reveals any type of undergarments.
  • Attire that is designated as sleepwear, underwear, or swim attire.
  • Mini Skirts
  • Shorts that do not meet 3 inches above the knee when in a standing position.
  • Form-fitting lycra/spandex tops, pants and dresses.
  • Attire that has offensive and/or derogatory terminology or graphics.
  • Attire that is excessively dirty or has holes/tears.
  • Any attire that is provocative, inappropriately revealing, or see-through clothing.
  • Bare feet
  • Beach-type, rubber flip-flops



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Check-In and clearance procedures

Pass travelers are encouraged to check in up to 24 hours in advance using the United mobile app (available for Apple and Android mobile devices),, or an airport kiosk. For international trips, travelers may also scan their passport and some visas themselves using the United app or an airport kiosk.

You may load your booking to the United app prior to check-in by selecting the "Trips" button at the bottom of the screen, then selecting the "ADD A TRIP" button, then entering the booking details requested, followed by the "NEXT" button. Be sure the "Add to my device" selector is switched on. This will then save your retrieved trip to your app for future reference, as well as to make check-in easier. This will also activate the Travel Ready Center, which will advise you of any documentation you need to travel, such as passport, COVID vaccination certificate, COVID test results, etc., and within 3 days before travel, will allow you to upload the documents for review, making your process at the airport easier.

United mainly uses a Standby Process Automation (SPA) to clear seats for pass travel. Seats are normally cleared, automatically, 30 minutes before departure for domestic US flights and 1 hour before departure for international flights. Some flights may be cleared earlier or later depending on flight loads and/or operational status of the flight. If your mobile phone number and/or email is saved to your booking, you will get a text message or email once your seat has been cleared. As long as you've loaded your booking to the United App, you may then see your boarding pass(es) on the app and may board when your group is called. Should you wish to change your seat, as long as the boarding agent has not restricted the flight to gate control, you may also change your seat assignment using the United app. If you do not have the United app, didn't save your mobile phone number and/or email address when making your booking, and/or did not save the booking to or check in using the United app, please watch the gate TV monitors to see when you have been cleared with a seat, and ask the agent for a paper boarding pass at that time. Agents will ask for identification when issuing a paper boarding pass.

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Effective August 13, 2018 the following stations will no longer accept cash as a form of payment. Only credit and debit cards will be accepted as forms of payment for departure taxes and other applicable fees.

  • BZE (Belize City)      
  • BOG (Bogota)
  • EZE (Buenos Aires)
  • GUA (Guatemala City)
  • LIM (Lima)
  • MGA (Managua)
  • UIO (Quito)
  • SJO (San Jose)
  • SAP (San Pedro Sula)
  • SAL (San Salvador)
  • SCL (Santiago)
  • TGU (Tegucigalpa)

LIR (Liberia), PTY (Panama City) and RTB (Roatan) transitioned to cashless stations earlier this year.  Due to local government regulations we are still required to accept cash in GIG (Rio de Janeiro) and GRU (Sao Paulo).

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Payment for on-board food and beverage purchases

United now accepts only toucless payments for onboard food and beverage purchases. In order to pay for onboard purchases, you will need to save a credit card to a Mielage Plus account profile prior to travel, and then be logged into your MileagePlus account on the United app. While you may add a credit card to your MileagePlus account using the app, only U.S. or Canadian credit cards can be added in the app at this time. If you have a credit card from outside the U.S. or Canada, you will need to add it to your MileagePlus account using the website.