United (UA / 016)


Airline Information:
Code: UA
Country: United States

United Airlines, Inc. is an American major airline headquartered in Chicago, Illinois.


  • Remember that you can check in online for United operated flights 24 hours before departure
  • Load the United app on your mobile phone beforehand and have the boarding pass sent to your mobile phone.

United - COVID-19

Updated 1 April 2020

To our travel partners,

Coronavirus has impacted us all in unique ways, but it has also created a common experience. We’re all adjusting to very new business dynamics and in many cases, new work environments. We also know we’re not alone in having to make very tough decisions.

One thing that has stood out has been how important relationships are during a time of uncertainty. Some constants are our friends, our families and our business partners, and I cannot emphasize enough that in good times and bad, we’re here for you. We will adapt as we go and be the best we can be, with you and for you. We also truly appreciate all of the well-wishes and shows of support we’ve received from our customers and partners. We’re all in this together.

Things are moving incredibly quickly, and I’d like to share some updates from the past week.

Domestic network adjustment
As we continue to manage the impact of the COVID-19 outbreak, we have further reduced our domestic schedule due to a continued drop in travel demand as a result of this pandemic. The schedule changes will result in a 52% domestic reduction, and overall capacity will now be down 68% in April. The revised domestic schedule, in addition to previously announced international schedule adjustments, is viewable on united.com and in your GDS.

Extended change fee waiver
If you're scheduled to travel any time through May 31, 2020, and would like to change your plans, there is no fee to do so, regardless of when you purchased your ticket or where you're traveling.

New ticket value option for canceled flights
Based on customer feedback, customers who cancel eligible flights through united.com or our Contact Centers will be offered the option of an electronic travel certificate (ETC) for the full value of their ticket. The ETC can be redeemed through united.com for United or United Express flights, to any destination, for 12 months from the time of ETC issuance. Eligible tickets are only those issued up to/including March 2, 2020 (for travel March 9 - May 31, 2020) or between March 3 - 31, 2020.

Customers will also have the existing option to retain the value of the ticket for future travel, which includes the ability to book through a TMC or travel agency and purchase flights on United, United Express and partner carriers.

Reinstated international flying
While travel demand continues to decline and we continue to adjust our schedules accordingly, we know some people around the globe still need to get home. While our international schedule will still be reduced by about 90% in April, we will continue flying six daily operations through our May schedule:

  • Newark/New York – Frankfurt (Flights 960/961), London (Flights 16/17) and Tel Aviv (Flights 90/91)
  • Houston – Sao Paulo (Flights 62/63)
  • San Francisco – Tokyo-Narita (Flights 837/838) and Sydney (Flights 863/870)

As an important reminder, agency-booked customers who want to cancel or change their itinerary may now do so through united.com and the United mobile app - there’s no need to call United. Please remind your customers that if they do not intend to travel, it’s important to cancel their itinerary before travel to retain the ticket value for future use. 

We hope these measures are useful, and help you support your travelers. We’ll continue to review our processes and business plans and adjust accordingly as circumstances evolve. We’ll be in touch soon, and on behalf of the entire United team, you have all of our best wishes. Please stay safe and healthy.



 Updated 18 March 2020


We know people are taking a second look at their travel plans right now, and you can assure them they may book with confidence. We are waiving change fees for any bookings – domestic and international – made between March 3 and March 31, 2020. The waiver applies to all tickets, all fare types, all destinations, all points-of-sale and all travel dates available for sale. For more details, review our change waiver.

This change fee waiver applies to:

•    All fare types, including Basic Economy, bulk, fixed, etc.
•    All destinations
•    All points-of-sale
•    All travel up to 12 months from the original ticket issue date
All eligible tickets should be documented with waiver code 7JC4S in the OSI field (ARC reporting agencies) or ticket designator box (BSP reporting agencies).

Future itinerary changes
Customers can change to a flight of equal or lesser value with no change fee. If the new fare is of lesser value, a residual value can be issued. If the new ticket is a higher fare, the customer only pays the fare difference.

Tickets issued between March 3 – 31, 2020
The change fee waiver announced March 3 is still in effect. The fare rules for tickets issued between March 3 – 31, 2020 have a $0 change fee and the change fee is automatically waived. Read March 3 – 31 waiver details.

Change fee waived for new ticket purchases

Due to ongoing uncertainty over travel planning, we are offering a waiver for change fees on all fares (including Basic Economy, bulk and fixed fares, etc.). Starting today, March 3 through March 31, 2020, newly purchased tickets will be exempt from change fees. This change gives customers the confidence to continue with travel plans even with the uncertainty of this situation.

This change waiver applies to:

•    All fare types, including Basic Economy, bulk, fixed, etc.
•    All destinations
•    All points-of-sale
•    All travel up to 12 months from the original ticket issue date

Future itinerary changes
Customers can change to a flight of equal or lesser value with no change fee. If the new fare is of lesser value, there's no refund or residual of the fare difference. If the new ticket is a higher fare, the customer only pays the fare difference.

PNR handling

We are modifying the fare rules to reflect a $0 change fee.
This means that, when an agency changes a 016 ticket (United ticket stock) that was issued between March 3 and 31, 2020, the GDS will read the fare rules and not charge a change fee. The change fee is automatically waived and agencies do not need to add a waiver code. 

  • Exception: Agencies may need to add a waiver code for bulk or fixed fares (because of the way these fares are filed) or if a fee is not automatically waived for a qualifying ticket. 
    • If this happens, use the waiver code 7JC4I in the OSI field (ARC reporting agencies) or ticket designator box (BSP reporting agencies).We hope this gives our customers a much needed degree of flexibility to make travel plans.


United Baggage Policy

Note: Guideline Only. Refer to United Airlines for full details. 

Smart Baggage

Effective January 15, spare lithium batteries or lithium batteries that are part of bags themselves (sometimes referred to as “smart bags”) must be removed from any checked or gate-checked baggage. These batteries can be transported in your carry-on baggage. Bags with non-removable lithium batteries are not allowed on any United flights, including United Express® flights.

Hand Luggage

Most travelers can bring on board one full-sized carry-on bag plus one personal item free of charge. If you have purchased Basic Economy, you will only be allowed one personal item. 

The maximum dimensions for a carry-on bag are 9 inches x 14 inches x 22 inches (22 cm x 35 cm x 56 cm), including handles and wheels.

The maximum dimensions for your personal item that fits under the seat in front of you, such as a shoulder bag, purse, laptop bag or other small item, are 9 inches x 10 inches x 17 inches (22 cm x 25 cm x 43 cm). If you are traveling on a Basic Economy ticket, your personal item will be the only item you can bring on board.

Checked Baggage

ROUTING 1st Piece 2nd Piece
Through tickets issued ex South Africa to the USA/Canada on Star Alliance Free Free
Separate ticket originating in the UK Free USD100.00
Separate ticket originating in any other European country Free USD100.00
Separate ticket with a routing domestically within the USA USD25.00 USD35.00
Separate ticket with a routing from the USA to Canada USD25.00 USD35.00

Baggage Calculator: https://www.united.com/CMS/en-US/travel/Pages/CheckedBaggage.aspx


United: Mileage Plus

Loyalty Program:  United MileagePlus. For more information visit: https://www.united.com/web/en-US/content/mileageplus/default.aspx

Star Alliance

Our member airlines include many of the world’s top aviation companies as well as smaller regional airlines. Together, they offer easy connections to almost any destination in the world. Each airline maintains its own individual style and cultural identity, bringing the richness of diversity and multiculturalism to the alliance. At the same time each airline shares a common dedication to the highest standards of safety and customer service.

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