United Airlines, Inc., UA
(known as "United Airlines")
Index:
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 specifid at the time of booking. Eligibility of a downgrade refund is specified in the agreement between the airlines.
To create listings when not listed when purchasing the ticket, travelers make their flight listing via the UA Web Flight Listing Tool (available through the ID90T website www.id90travel.com
- Company: Your employing airline
- Username: XXemp (XX = your two letter airline code)
- Password: ### (### = your billing code/three digit ticket designator)
IMPORTANT TO KNOW WHEN LISTING:
- THE NAME OF THE ETICKET MUST MATCH EXACTLY THE NAME ON THE LISTING, including first, middle, and last name.
- IF THE ETICKET WAS ISSUED AS A ROUNDTRIP, THE LISTING MUST BE CREATED ROUND TRIP.
Once the PNR 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.
Refunds
All refunds for unused tickets or lower cabin travel than purchased (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.
Refunds for traveling in a lower cabin than purchased (when agreement allows) should be submitted on united.com. 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 C class, but accomodated in Y class." Allow up to 14 days for the refund request to be processed.
Embargoes
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.
Flights Included, Excluded
All United Express flights operated by Mesa-YV, Republic-YX, SkyWest-OO, Go Jet-G7, Cand ommutair-C5. Additionally, bus service between EWR and 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 DEN and QKB/FNL is not permitted.
Pets
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 United.com in-cabin pets page.
Baggage
Checked baggage
- Employees, retirees and their travel eligibles are exempt from the first bag checked fee, up to a maximum of 50 lbs. (23 kgs). All pass riders pay excess and overweight baggage fees consistent with commercial customer charges.
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 united.com.
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
CUSTOMER SERVICE'S JUDGEMENT WILL PREVAIL IN ALL MATTERS PERTAINING TO THE DRESS CODE.
Check-In and clearance procedures
Pass travelers are encouraged to check in up to 24 hours in advance using the United mobile app (available or Apple and Android mobile devices), United.com, or an airport kiosk. For international trips, travelers may also scan their passport 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 "My United" button at the bottom of the screen, then selecting the "Trips" button, then entering the booking details requested. Be sure the "Add to my trips" 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.
Advisories
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).
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 united.com website.