question about United Airlines refund policy

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Verified Member
Jun 30, 2017
Maui Hawaii
"Prime Minister Boris Johnson offered no details about how the quarantine will work. But with the transmission rate of the virus having declined sharply throughout the country, he made clear the government now views people from abroad as the greatest threat."

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Dwayne Coward

Staff Member
Apr 13, 2016
St. Louis
It looks like DOT isn’t allowing airlines to retroactively change their refund policies. (See footnote #4). In November when you bought the tickets, United would refund for a two hour change in schedule.
Unfortunately, United didn't change its published policy (CoC) but updated an internal policy that allowed agents to provide a refund as an exception to the published policy. Until the DOT provides clarification on this, the best route to address will be to file a DOT complaint. We have made this recommendation to several consumers, but yet to see any action or response from the DOT.
Apr 29, 2020
Update: it's a moot point now but we did obtain a refund from United prior to its June 6 announcement that it was returning to its pre-Covid refund policy. Our success was due to 1) not contacting UA again until after they had cancelled our rebooked EWR/EDI/EWR flights and not offered any substitutes, 2) insisting on a refund and quoting text from footnote 2 of the DOT Enforcement Notice of April 3rd (thank you Trvlngrl) when talking to a UA rep, and 3) asking that UA confirm in writing that our original and rebooked flights had been cancelled, which they did. The refund appeared on our credit card statement about a week after receipt of the UA "flight verification letter." Once again, thank you all for your assistance.