United Airlines: Compensation Policies After a Flight Disruption

Unfortunately, domestic flight delays and cancelations within the United States on United Airlines do not entitle passengers to compensation. Here are your United passenger rights and how to earn compensation after a frustrating flight delay.

File for Compensation

If you experience a delayed or canceled United Airlines flight in the United States, you should know that you’re not entitled to any compensation under federal law, regardless of whether United was at fault for the disruption or not.

Just because you aren’t entitled to compensation doesn’t mean you won’t receive any. In fact, we’ll show you how, but first, let’s visit your passenger rights on United flights within the United States.

United Airlines delay and cancelation policy

These policies and passenger rights cover flight disruptions that are deemed controllable, those disruptions that are caused by factors within United’s controls. A non-exhaustive list, controllable disruptions include:

• Mechanical delays
• Ground crew delays (not air traffic control related)
• Paperwork delays
• Airline computer outages

Your passenger entitlements are protected by both the United States Department of Transportation, as well as the United Airlines Contract of Carriage. The passenger promises made by United in its contract specifically outline your rights in the event of a delay, and these rights are enforced by the DOT

Non controllable delays

Unfortunately, the following passenger entitlements are not guaranteed in the event of uncontrollable events that United has no control over.

United lists these events, known as "acts of God," or "force majeure" events, as including:

• Civil unrest
• Embargoes
• Civil unrest or hostilities
• Wars
• Meteorological/geological conditions

What can you do about these events if faced with them? Not a whole ton, unfortunately. United will refund unused portions of your trip fare. Sometimes, with bad weather forecast or other extenuating circumstances, United will issue free flight changes or cancellation options, which you have the opportunity to consider.

If you decide to reschedule and need to select a cheaper fare class or otherwise pay less for other add-on fees, you will be entitled to a refund for those expenses, however.

United passenger entitlements on domestic flights

While there is no law that requires United to compensate you for a delay or cancelation, you have other entitlements as a passenger. These are your passenger rights during a delay or cancelation. Note the below DOT Airline Delay and Cancellation Dashboard, which not only enforced your United Airlines rights, but compares them to those offered by other carriers.

1. Right to a refund

United passengers may receive a refund for their flight in one of two instances.

• If your flight is delayed: You are entitled to a refund if your flight is substantially delayed. The DOT opted not to put a definitive timeline on what makes a delay substantial, instead leaving it up to passengers and airlines to define.
• If your flight is canceled: You are always eligible for a refund if United cancels your flight, no matter the reason why.

To retain eligibility for a refund, passengers must agree not to fly, regardless of whether the flight was substantially delayed or canceled. Refunds will not be granted for portions of a flight itinerary that were flown.

2. Right to rebooking

United is required to rebook passengers on the next available flight without assessing any difference in fare. As part of the Star Alliance, United may also rebook passengers on another partner airline, though this usually occurs more on international itineraries.

3. Meal vouchers/reimbursement

In the event of a controllable flight disruption, United may provide meal vouchers or meal cash to help offset the extra expenses you’ll incur as a result of the delay/cancelation. There is no government mandated minimum voucher amount, and it may vary based on airline and airport, but should offset most of the meal expenses you incur as a result of your wait.

4. Hotel rooms and transportation

If your controllable disruption spans the overnight hours, you are entitled to a hotel room, as well as complimentary transportation to and from the hotel. There is no outlined minimum hotel room value, but if United is unable to book you a room for some reason, you are entitled to reimbursement for reasonable hotel expenses.

Just submit your receipt to United's Customer Care Team after you get home. Many airlines don't offer this service digitally, so this is a big win. Just remember to save your receipt and pick a reasonably priced hotel (The Four Seasons will have to wait).

5. During tarmac delays

Tarmac delays are more heavily regulated and carry stricter laws, including the right to updates, food, water, and lavatory access. Check out this guide to tarmac delay passenger rights.

Also, See our guide to filing a flight delay compensation claim for more info.

Frequently asked questions

Answers to some of the most important questions on your mind.

1. What should you do when your United flight is delayed?

If you experience a delayed United Airlines flight, you should first remember to stay calm. Frustration is understandable, but if it causes you to act in ways you aren't proud of, it is important to keep your emotions in check.

Keep your cell phone accessible for the latest up to date information directly from United Airlines. They will use the email address and cell phone number that you indicated when you purchased your tickets. Another option is to talk live with a gate agent in the airport for updates. It is okay to reference your passenger rights and mention them if necessary.

If customer service lines are long in the terminal, you may also have success with a live online chat, calling United Airlines directly, or posting/tagging United on X or other social media.

Beyond this article, all the information you need can be found in United's Contract of Carriage.

2. What should you do if United doesn't provide a meal voucher or hotel room?

If you feel like your passenger rights are violated, you should first ensure that that your delay met the requirements for such entitlements. Remember that delays must have been controllable, United Airlines' fault. Ask a customer service or gate agent if you're unsure why your flight is late, or call United at (800) 864-8331.

Once you've verified this, calmly remind a United employee of your rights. If they are not met, file a complaint after you get home, by yourself, through the DOT, or request compensation with MyAirAdvocate.

United Airlines contact information

In the event that you need to reach United Airlines, please find the below informtation:

• By mail: 233 S. Wacker Drive, Chicago, IL 60606
• By phone: (800) 864-8331 or text "UNITED" to 32050 for support
• By social media: @united on Instagram, @united on X