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United Is Going Out of Its Way to Hose Customers: My COVID-19 Cancellation Experience

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Coronavirus United Flight Cancellation Experience

My Coronavirus United Flight Cancellation Experience

I’ve had a beef with United Airlines for years. Our history goes back as long as I’ve been flying them between our tiny regional airport (well, it’s actually SkyWest, but they fly with UA livery), and I have many a horror story. Delays and cancellations in or out of SFO are par for the course. And often the airline just shrugs their shoulders in an attempt at sorry. Still, they are a necessary evil for much of my travel. But maybe they won’t be in the future, as getting a coronavirus United flight cancellation for an award ticket takes things to new lows.

RELATED: These 39 Airlines Are Waiving Fees For Changes & Cancellations Due To Coronavirus

A Game of Chicken

I have an itinerary I booked back in early February that I was really looking forward to flying. Coronavirus was just hitting the global news radar. While I thought it might be a concern, I didn’t expect the outbreak to become so widespread or dire so quickly. I’d found award space on Air New Zealand from London to Los Angeles, which I was hoping would be my first fifth freedom flight experience. It was a part of a one-way itinerary that would take me from Copenhagen, Denmark back home to northern California.

However, as things got closer, I knew that I wouldn’t be taking the trip. For a while I vainly held out hope that travel wouldn’t be restricted, or that the outbreak of the disease wasn’t actually all that concerning. But as things got closer, I knew I’d be canceling.

Given that none of the flights on my itinerary changed, even with massive shifts in entry and exit policies for multiple countries, I entered a game of chicken with United Airlines. I knew that if I called to cancel, they’d ask me to fork over the $125 redeposit fee. No thank you.

Coronavirus United flight cancellation

United Makes the First Move

A few days ago, United finally changed the itinerary. Actually, two changes were made on successive days. First, my flight back to Arcata was changed by a few hours as frequency was reduced. This wouldn’t be enough for me to get anywhere, so I just confirmed it.

The second change was more substantial. United added a 4th flight to the itinerary, sending me CPH-ARN-LHR instead of just CPH-LHR. This should be enough for them to be willing to cancel the booking and redeposit miles without a fee. Considering that Denmark has also closed its borders to non-essential travel, I can’t even travel anyway, even if I wanted to.

So I called United. It was Monday morning, and I had hours to remain on hold while I worked on other things. My MileagePlus account was matched to my phone number, and the system immediately asked if I was calling about my upcoming reservation departing Copenhagen. The system proceeded to tell me that the reservation hasn’t been ticketed, and asked if I was calling to do this. Sorry, what? This is the first time I’ve heard that I don’t have a valid ticket. United should definitely be refunding my miles and taxes for free now.

You Can’t Be Serious

Amazingly, the hold time was quoted as 20-25 minutes, and an agent picked up after only five minutes. After they picked up I proceeded to tell her exactly what I knew and what I’d just been told: 1) an extra flight had been added into my itinerary, 2) the phone system had told me that my itinerary wasn’t even ticketed (i.e. ticket was canceled), and 3) I would like to cancel my trip given the changes and current situation. I did specifically ask for the fee to be waived.

The agent floored me with her response: to cancel I’d need to pay the $125 redeposit fee.

I asked her why they are requiring this. Not only has an extra flight been added into my itinerary and my original flight out of CPH canceled, but the system said I didn’t even have a valid ticket. She told me that the ticket has been “canceled for security purposes”. Okay. I assume this must be due to COVID-19. Beyond the other reasons, I can’t even enter Denmark due to their restrictions to be able to get out.

So I asked for a supervisor. We’ll take this to round two.

Coronavirus United flight cancellation

Like Talking to a Brick Wall

The hold time to reach a supervisor was substantially longer. I waited nearly 20 minutes. Once he’d picked up and confirmed my name and details, he asked what he could do for me.

Explaining everything again, I expected him to see the logic of the situation, including the fact that I’m sitting on a canceled ticket and the fact that there have been two changes made to my itinerary, including adding a 4th segment. If anything should qualify for a cancellation, this should.

His response: I’m sorry, but to redeposit the miles, the $125 redeposit fee must be paid.

My head was ready to explode. I’m ashamed to admit the verbal rant started. It was classic. “So you’re telling me…”

It didn’t matter. I tried reasoning, I tried explaining, I tried to help him see how customer-unfriendly of a policy this is. But Brian the supervisor would not budge. I finally told him that I’d call back tomorrow and hope to reach someone who could actually provide reasonable and intelligent customer service, wished him a happy Monday, and hung up.

The Last Card Up My Sleeve

There is a week left until the flight departs. I’m going to fight for a couple more days to get the miles redeposited, but my gut tells me this will be futile. The other card I plan to play is change the flight to a future date. If United can’t offer this without a fee, I’ll be floored. They’ve made multiple changes to the itinerary, and Denmark can’t even let me in. A voluntary change to later in the year had better work.

It’ll be easy enough to find another business class itinerary departing Copenhagen. Maybe that isn’t even necessary and I could fly from anywhere. I’ll be hopeful and plan it for sometime this summer.

It shouldn’t come down to this, though. It really shouldn’t. I know the airlines are bleeding cash, but they shouldn’t be able to take it out on their customers like this. What I garbage airline. I know I wouldn’t get this treatment from either Alaska or Delta.

Do You Have a Coronavirus United Flight Cancellation Experience?

If United doesn’t offer this, then I’m not sure what I’ll do. It’d actually be easier with a cash ticket, as I’d file for a charge back. I’m sure United would contest that, but it’d be easy to show why I should be able to cancel my ticket. Or maybe Chase would side with United. Who knows.

Given the fact that these are miles, and not cash, though, I don’t have the same leverage. I’m guessing United knows that as well, and that’s why they are making this impossible.

Anyone else in this situation? I’m *so* frustrated right now. 

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Ian Snyder
Ian Snyder
After igniting his passion for award travel while planning his honeymoon, Ian now enjoys using points and miles to see the world with his wife and three internationally adopted kiddos. He loves dissecting loyalty programs to find maximum value. His goal is to demonstrate that extraordinary travel is possible for the ordinary family.

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  1. I cancelled a 3 RT tickets from SFO to Barcelona for August 2020 which was booked on United flying with Air Canada and Lufthansa. They did so with no issues but will not give me a refund until Nov 2020. Did not give me a cancellation email simply said to refer to the original confirmation #. Anybody else deal with an issue like this. Suggestions?

    • This has been par for the course with United. But try calling again, if it was an award. They are starting to refund award fees without a redeposit charge now.

  2. I’m thinking that United has a right to charge the $125 redeposit fee unless they cancel the flight then they should redeposit free of charge. If I were the CEO of United Airlines, I would think that future customer loyalty is worth more than $125 and I would be waiving the fee. They’re going to be losing my future business after I’ve used up my stash of miles and I most likely won’t be flying with them again after that unless they do something to win back my loyalty.

    • That would be in line with DOT regulation. In this case, their partners canceled the flights, which should really be the same thing (and I don’t think it would have made a difference if I was flying UA metal LHR-LAX and it got canceled). United is thinking way too short term.

  3. Yeah, Delta didn’t treat me like that. I had an award ticket booked for this week, for a conference that was canceled. Granted I waited on hold for quite some time and it took nearly a week to see the change on my account, but my miles were redeposited without the $125 fee. My $11.20 redemption charge was even refunded. First contact and first agent resolution. It’s why I am loyal to Delta. They’ve always treated me right. Really sorry you’re having to deal with such nonsense.

  4. I cut way back on leisure flying waaaay back when award tickets started requiring a “copay” like my doctor’s office. And then the $50 change fees went to $100, and $200 – and most of those rebooking fees I did myself, online. Pure airline profit. Sure, my change created an empty seat – but it’s also TAKING an empty seat. Inventory unaffected. And although Best Buy no longer charges a restocking fee, it’s a HUGE reason why I quit shopping there, and I haven’t really gone back, even though it’s no longer charging that fee. Restocking fees are 100% beyond ridiculous. That’s why I almost exclusively fly Southwest Airlines now. If my plans change, I can cancel my itinerary and the flight funds remain available for a future flight within one year, no fees and no questions asked. And two free checked bags for everybody, and anybody can enhance their boarding position for a few without regard to frequent flyer status. The current business models of the “Big 3” largely zapped my enthusiasm for air travel.

    • Change and cancellation fees are the worst. They are nearly pure profit. Southwest’s flexibility is one reason many friends of mine (and my boss) book them at every turn.

  5. OMG – so glad to read other deal with this nonsense as well.
    I am still fighting with them about the 4x 125,- fee they will charge me when I cancel our flight to Hawaii for 4. Saved miles for 15 years to get there..paid about 44,- in fees booking it – then charge me the 44,- again , that is fine but not 500,-!
    I have cc-d the CEO – Oscar M. and others including the Times with my emails. To no avail – maybe all of us should send a note to the addresses below!

    • Sorry for the frustration. United is holding tightly to the fact that if they didn’t cancel the flight, they don’t owe you a refund. Even if they *do* cancel the flight, they’re holding the miles hostage as well (like in my case, too). But you should be able to file a DOT complaint against them.

  6. I had a similar itinerary going through CPH to get to KEF. Forget the issues with CPH, they changed my arrival time in KEF to 24 hours after the initial itinerary. So I called to cancel expecting I would get the fee waived. They said that they could waive the redeposit fee (due to the 24 hour delay), but only ONE YEAR after I originally booked the flight. I asked them to clarify this multiple times because I legitimately did not understand what they were saying. They said that on 12/25/20 (one year from when I booked the original ticket), I could call to have the miles redeposited for no fee. The two alternatives to this would be to pay $125 to have them redeposited now, or rebook the flight with a credit for the miles (which did not have to be done today – just call to rebook later).

    It makes NO SENSE. Ultimately I didn’t have to make a decision today and likely will just rebook a flight using the 30,000 miles at some point in the future (before one year). Has anyone heard of this one-year-no-fee policy before?

    • Yup. They are doing everything possible to just hold onto our money. This one-year-no-fee policy is brand new. They’ve never held miles hostage like this.

  7. Very similar situation to mine, I was offered a flight certificate that must be used one year since the ticket was booked. The ticket was booked last May, so that would’ve give me less than 3 months to complete the travel. Given the likelihood that the issues with COVID-19 would still be around, that would be completely unacceptable. I ended up cancelling and paying the redeposit fee with one of my Amex cards that had the Airline Fee Credit. I then also filed for a refund from United. Very frustrating experience.

    • That sounds like a solid plan, given that Amex has no relationship with United. I’d still be worried the charge back claim would get reversed, though.

  8. We should write to our Congress representatives and Senators indicating that if United is given a bailout (which they should) the Feds should insist on maximum consumer protection to include no “redeposit fees” on Award Travel for travel disrupted by COVID

    • I’d be for that. But this would likely influence ticket prices, as fees (award, baggage, and otherwise) are a massive share of revenue.

  9. Ian, I’m sorry you’re getting the run around, and perhaps my story will give you some hope.

    Our cruise into Vancouver in June was just cancelled. I called United to see if they could redeposit the miles, expecting the worst. The agent I talked to wouldn’t budge. I escalated to a supervisor, who actually listened to my problem and refunded the points, taxes, & fees quickly without hesitation.

    As frustrating as it is, keep at it, don’t give up!

    • I’m glad they did for you!

      I called twice. Spoke with two agents and two supervisors, four different people total. No one budged. I settled for the credit, knowing I have a year to use the miles.

  10. United canceled my business flight and purposely booked me to an economy that cant be changed online. Knowing i can’t wait 4hr on the phone. So i had to cancel and pay the redeposit fee to get my miles back to book the flight i wanted!!

    • Ouch! I’d fight them on that after the fact. But if you paid the fee, it’s likely not going to be reversed in the current climate.

  11. I had a flight to Peru which canceled after the country closed down. Surprisingly l had no problems with the redeposit. I asked about the fee (which the online cancellation process required) and agent said since it couldn’t be rebooked in 2/3 days, no fee. Miles put back immediately.

  12. Fastest way to get United to reverse this sort of exceptionally nasty nonsense would be to get the ear of Tom Costello (reporter for NBC, with longstanding airline beat)….. And Tom (unlike the money honeys at CNBC, Faux, etc.) is known for being able/willing to report bad airline conduct…. when deserved. Make it so.

  13. I got hosed by United too. I’m an American currently stranded overseas (trying not to let my stress show in my other comments), and I booked a flight with United. The airline itself canceled the flight, and I never even got an e-mail about the cancellation. I simply saw that the trip was no longer under current reservations. I asked on social media and ended up calling them. They wanted to charge to me a $125 fee to redeposit the miles even though I needed that flight and the airline was the one to cancel it.

    Then I pressed on with some questions, I asked if it’s really unlimited changes during this stressful time or not for free. United said NO. It’s only free changes allowed in March. After March.. good luck.. screw all American customers.. in April you will need to pay the $125 change fee.

    I find it so disappointing that United is asking for billions in public money yet they are being so greedy, stingy, and difficult in a time of national need.

    • I believe it is also only *one* free change. But the situation is evolving, and so are their policies, as we’ve seen. I hope you make it home!!

      It is sad that they are being so stingy, yet asking for billions. That is what really gets me.

  14. Hold out through the flight date — since Demark literally won’t let you fly, they’ll be forced to redeposit for free. If they don’t sue them in small claims court, they certainly don’t have time to waste sending something to court and given that you have a blog, it’ll be easy to pass this story to a main stream outlet (and United certainly doesn’t want that as they beg for a bail out).

    What I say may sound extreme but so are United’s actions. As consumers we must make a stand.

    • I’m still not so sure on that. If I was flying United *to* Denmark, then maybe. They’d be violating the policy by letting me board. However, I have a BA ticket that I’m working to change/cancel for the outbound. If I don’t make it to Denmark, I’d just no-show.

  15. Yes. Yes I do. Nonstop domestic cancelled and turned into a one stop. UA refused the refund via Twitter (despite DoT saying this is refundable as they cancelled my flight and the new routing is unacceptable). Cancelled via app a few days later where it showed no fee and my miles would be redeposited. I confirmed, it it cancelled my flights and errored my refund. Upon calling they demanded $125. I said the app said nothing about that. The supervisor said I must “pay money” and I agreed to it when I bought the ticket. Brick wall. Even after explaining everything she repeated I “must pay money” and I “agreed when I bought the ticket”.

    Obviously DoT complaint filed. Not that it will get me miles back. But maybe the government can fine some of our tax payer bailout money back from these leeches.

  16. United Airlines policies sound more and more like something Spirit Airlines would do. I have 6 one-way OGG-ORD tickets on April 6th. They’ve already changed my direct flight to a connecting flight. I’m not making the trip out to Hawaii anyways. I’m not going to sit in quarantine for 2 weeks for a one week vacation. It sounds like I’m going to be paying $750 to redeposit 135K miles.

  17. So it’s easy to complain as a customer without insider knowledge. Being a frequent flyer and FEELING right about something is one thing, but actually seeing the whole situation (as fucked up as it may seem) is another. All of you are crying about changes being made & that being enough to get refunds & such. What you are all not understanding is that these are not changes airlines are making at their own fault/volition. These are changes they are essentially forced to make because of government mandates/restrictions due to the ever-evolving situation the world is currently facing. When an airline IS at fault for an interruption in service/irregular operations (ex. mechanical problems that lead to schedule change/cancellation) then a refund is merited & granted. As that is not the case, then regular operations & policies must be followed. Those of you that claim you have been flying forever should then know airline policies & fees are stringent & at perceptually fucked up to most people… but they’ve been like that for as long as you all have been traveling, I’m sure.

    The whole situation with not having a valid ticket is more of a miscommunication of reading the internal system. When a schedule is changed, if there hasn’t been new flights put in place yet to replace original itinerary, then the reservation has not been “ticketed” & the system shows it as such… doesn’t mean it wasn’t ticketed ever, just means that the reservation may be missing a segment to compete the entire flight/reservation.

    Many customers don’t take the time to read out the essay-long terms & conditions of tickets (legal documents) they agree to upon purchase. Too bad, so sad, at the end of the day. That’s my take on it all. Maybe you’ve all learned something new today. I hope.

    Take this example: when there’s road closures on a route you frequent for your commutes because of construction, you take it. Do you go to the gas station & dealership & ask for you money back on your purchases because your schedule was changed & you feel inconvenienced? I doubt it.

    The redeposit fee for miles, now that I do see as something there should be flexibility on. But what do I know?

    • Take it one step further. Say United canceled all service, and there were no other flights they could accommodate me on. Would they be right to still keep the miles and money? Just too bad, so sad? People are literally in this situation.

      I’d only buy the road argument if airlines were public, not-for-profit entities. At that point, they’d probably not have loyalty programs or change fees.

    • There’s a big difference between not seeing the service industry’s point of view and demanding a minimum standard for the customer. Nobody here is oblivious to the fact that UA must be suffering from COVID-19, but it does not excuse them needing to reasonably make their customers whole. They are the party with more control in this carriage contract and they need to act with responsibility.

      Another way to look at this is the good times – e.g. the past several years. Booming economy made it that every cancelled seat got sold to another customer, so imposing the fine meant that airlines double dipped. Did the airline give a f* and waive the fee in the situation? Of course not. So why should customers now care whether the flight cancellation is within United’s control?

    • That road closure example was a way out there reach wow 🙂 You could of compared Domino’s carry out insurance. When you carry out a pizza and you drop it before you get home is it Domino’s fault? Of course its not but they want you to come back and its everything to due with above and beyond customers service so they replace your pizza. As a consumer with many choices where to spend our money we/nobody cares who’s at fault it is we just want to be made whole again and when a company can not do that by providing outstanding customer service then we have the choice to never use that company again and stick with the company that puts their customers first bottom line.

  18. We have not been on a United flight since about 2003, when they blatantly lied to my wife repeatedly when she was taking lots of government flights ORD-DC and v.v. She told me never again as long as we live. And if mama ain’t happy, ain’t nobody happy.

    Terrible airline. Hope they fail.

    • I’ve heard a stories from many about swearing off an airline completely. If you can do it with United, do it.

      • That’s where I am right now. Everything I’ve seen as well as my experience with my currently limbo itinerary to Japan (curses for a third party, which doesn’t make this any easier) is leading me to denounce United for a lifetime. I’m just sad I have (had, since they haven’t refunded my upgrade) 100k points that may not be spent. Delta treated me so graciously on my Belize itinerary last weekend after they didn’t tell me the country would be closing soon, followed by a series of cancellations/delays/changes. They ended up working with me, and I even got a free hotel stay overnight. I’m 100% for Delta out of the 3 major carriers. Delta [& AA + Alaska where necessary or practical] will be my go-to from now on. United can fuck off. The other crappy aka budget carriers can fuck off.

  19. I was kicking myself for canceling a flight home from Peru in late April and not waiting for United to cancel, but I’m hearing more and more stories of cancellations with no notification, and now this, that United is STILL charging the redeposit fee even in the event of their canceling the flight. SMH.
    FWIW, I took the voucher and was told whatever remained if I later book a cheaper flight would be redeposited/refunded. Not holding my breath but that is definitely what I was told. And supposedly cash tickets will be refunded if you don’t use the voucher in a year. The difference in policy for award tickets is ridiculous.

    • Hard to say whether it’d be better or worse. United changed their policies like 4 times in a week. Getting flight credit/voucher is pretty easy now. Getting a refund? Near impossible, apparently.

  20. I had a R/T flight SFO-KIX-SFO on United metal originally departing this Friday 27 March. Both departing and returning flights were canceled. Called yesterday and got the offshore center. While the lady on the phone was apologetic, after she asked her supervisor they wouldn’t waive the $125 pp redeposit fee. I arguments of how United canceled the flights and not me. There is no way I could use the credit by July (when I originally booked). I caved and paid the $125 pp. After I burn through my United points, I’m done with UA. My Explorer CC is due for renewal next month. Probably going to cancel. Why keep CC for the free bag if I don’t plan to fly UA unless I have no choice.

    • I’m lucky I can use my ticket through Feb 8, 2021. I don’t know what I’d do if I booked 11 months out and they told me I needed to travel be April! So incredibly frustrating.

  21. Very similar experience. Award ticket for two from HND to IAD. The flight got changed to HND-SFO-IAD and about 4 hours time difference. Figured nothing I could do about this so I let it sit for a few days.
    Then I noticed in the app (not on the normal website), the HND-SFO segment listed as waitlisted only. So I called United. Rep said the segment was actually cancelled. This was news because I never saw cancelled on the website or the app. The rep said she would cancel the flight for free and I would get some “credit” for a future flight in lieu of redepositing miles. I told her that I felt wary about this “credit” (frankly I had a bit of trouble understanding her and without anything in writing, I didn’t want to take this). I pressed her on a redeposit (firmly, yet politely). She said she had to charge the 250 (125 per ticket). I pressed her again to redeposit the miles for free and she escalated. She came back and said she had to charge the fee. I restated that I didn’t understand why I had to pay a fee when United cancelled the flight. She escalated again. This time she was successful. FWIW, I was really calm and nice to her at all times and I think this may have helped get her to re-escalate the second time. Also, I got through today with barely any wait.

    • Glad you got it handled. I spoke to four reps, total, including two supervisors, and no on budged. I thought one might on the last call, but they still held to their “policy”.

  22. I will be cancelling all of my United credit cards if this continues. I have an award flight I made last May for this April. They tell me I have to travel my May 6 to even be able even to change my flight or else everything if forfeit. Basically – risk your health, travel to places that have restrictions in place, or we keep your miles.

    Further – my flight isn’t even listed anymore but it’s not cancelled – just somewhere in limbo. How Congress would even consider giving them a cent without forcing refunds for Covid related issues is astonishing.

    • I’ve had one for a while, downgraded only to maintain access to XN award space.

      I found out this morning that NZ1 is canceled as well. Literally all flights on the reservation have been changed or canceled. On the phone again arguing my case. Lady is telling me I can use the ticket credit/value through February 8 (date I booked). I’m like, “so you’re telling me that you’re just going to hold my miles and money, even though I have no itinerary and no current travel plans?” Silence.

  23. My longhaul to Hawaii (In late April) was canx and they added another stop. It also adds 4 hours, which is why I booked the ticket in the first place. When I can fly southwest on same amount of stops in 3 hours faster, Im annoyed.

    • United situation sucks but its for the best you would not want to fly to Hawaii in April just to be stuck in your hotel room for 14 days, think of that room service bill! That’s if your hotel will still be open late April as many have already shut down. If you arrived and it’s shut down you could be scrambling to find something last min, having to fly right back out or stuck in government controlled quarantine on the military base with eyes on you 24/7 until your able to secure your return flight.

  24. Same situation here — called United multiple times to cancel a domestic one-way flight (scheduled for today) but couldn’t get around the $125 redeposit fee. While United SHOULD simply redeposit the miles without a fee, the miles I used aren’t lost, they’re still attached to the original booking. I have until Jan. 22, 2021 to use them for a different United booking. Not as flexible as having the miles back, but I’m very likely to use them. But I wish this had been spelled out more clearly on United’s website, as it would have saved me the phone calls. Again, not the right decision by United, but it’s better (for me, at least) than paying the $125 fee or losing the miles outright.

    • I’ve *never* heard of an award ticket going into limbo like this, that is what is the most confusing. Holding flight value for later? Routine. This seems new territory for an award.

      • Me neither, but that seems to be the case here. If I search for the cancelled trip on United’s site using the original confirmation number, I get the following message: “This reservation has been canceled. To use any remaining value toward a future flight, please select the button below.” I can then search for new flights (to any destination) and the miles used for my original booking are available to use toward the new booking, with no change fee. But United is doing a very poor job of communicating these details, and most people are left with the understanding that they simply lose their miles entirely without paying the $125 redeposit fee. I’m not defending United in any way, but I can re-use the miles without paying the redeposit fee, and I’m reasonably happy with that outcome. A free redeposit would obviously be preferable and give me more flexibility, but I’m not losing the miles. (Assuming I use them within a year after my original booking date.) But this appears to be a massive communication breakdown on United’s part, which is fueling a lot of anger…

  25. I would send a message to @United on Twitter. They are generally better although wait times are understandably much longer recently.

    • Did this this morning. There are codes for responding, based on when your travel is. Departure is 7 days out, so I’m not sure how timely they’ll be.

  26. what do you think the odds are that I canceled pay the $125 and then dispute the charge with my bank to get the credit back?

  27. You shouldn’t have confirmed that Arcata unless the flight was arriving earlier. If its arriving later you can cancel that easily. I have done it with a 30 minute time change. If I were you I would call back in and instead of acting like you want to cancel, explain to them that you can’t even land in these countries, then ask them what you are supposed to do.

    • It wouldn’t have helped. Bumping the arrival back 2-3 hours wouldn’t have been enough for them at that point. This happened just after they changed their policy to 25 hours(!) to qualify for a change.

  28. I’m in the same predicament. Mine was changed from HSV-ORD-BRU to HSV-IAH-EWR-BRU. I still have a couple of weeks to play chicken, but they would not budge on the redeposit fee.

    I now have to predict the future and determine if I want to pay the fee for redepositing two tickets, risking whether United will even be a thing next year. I’m currently rooting for them not to be after all of this.

  29. Paul, rephrase that: United doesn’t give a damn about any passengers, regardless of status. Award flight on Swiss was cancelled, United didn’t bother to notify and the site is unwilling to redeposit miles without a $125 fee.
    Put in touch with Philippines offshore reservations, who nicely, personally assured that everything was taken care of without fees, not.
    Untied from united!

    • Just found out my situation is similar. NZ1 is canceled. United booking hasn’t updated, but I found that the service has been suspended. Currently on the phone again to argue the case.

  30. I am concerned about my upcoming award flights to Italy. I have United flights scheduled out in September, but want to cancel given the grave situation they face and unsure the best way to go about this. Trip was booked in early January.

    Any suggestion?

  31. I was able to cancel a flight booked using miles for free. I waited until 2 days before the flight was scheduled to depart when United finally cancelled my nonstop and tried to rebook me on a connecting flight. I still haven’t received my miles back though.. I assume that will require another call at some point..

    • They are doing their best to hold onto all miles and money as long as they can. From a business standpoint, it make sense. They are facing cash flow issues. But they are taking everything out on their customers, telling them to go pound sand.

  32. Booked JFK to BUD using UAL points on LOT Polish for May. Event canceled in Hungary due to Covid. Went online to cancel. $125 PP. didn’t even bother trying to get the fees waived. UAL just doesn’t give a cr8p about us non-elite passengers.


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