{"id":"united-airlines","page":"https://escalate.alexgaoth.com/#/c/united-airlines","html":"https://escalate.alexgaoth.com/c/united-airlines/","generated":"2026-10-15","company":{"id":"united-airlines","name":"United Airlines","aliases":["united airlines inc","united.com","ual"],"sector":"airline","parent":"United Airlines Holdings","website":"https://www.united.com","regulators":["us-dot"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service, English (1-800-UNITED-1)","value":"+1-800-864-8331","hours":"24 hours daily","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","ancillary_fee_refund"],"notes":"For calls from the U.S. and Canada. Spanish +1-800-426-5561, 24 hours daily. Booking a ticket by phone has a $25 fee.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"},{"id":"chat-and-text","type":"sms","label":"Text an agent (text UNITED to 32050)","value":"32050","purposes":["flight_cancellation","flight_delay","refund_request"],"notes":"Send the word UNITED to short code 32050. The Help Center also has a Chat now button; the reservations directory says chat is available 24 hours a day.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Customer Care form (complaints, feedback, reimbursement of disruption expenses)","value":"https://www.united.com/en/us/customer-care","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","accessibility"],"access":"open","notes":"Sign in to MileagePlus or select Continue as guest. A path without a confirmation or ticket number is offered. The Contract of Carriage (Rule 29) gives the address www.united.com/en/us/customercare, which redirects here. The refund page says to use this form, not the refund form, for reimbursement of expenses or compensation for a flight disruption. A third party who complains for a customer must attach a signed letter or power of attorney.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"},{"id":"customer-care-mail","type":"mail","label":"Customer Care by mail (Contract of Carriage Rule 29)","value":"Customer Care – NHCCR, United Airlines, Inc., 900 Grand Plaza Dr., Houston, TX 77067-4323","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"id":"customer-care-email","type":"email","label":"Customer Care email","value":"customer.care@united.com","purposes":["poor_service","flight_cancellation","flight_delay"],"notes":"Listed in United's Korea customer complaint resolution plan, which says United acknowledges claims within 7 days and replies within 14-60 days. U.S. pages point to the Customer Care form instead.","source":"https://www.united.com/en/us/fly/travel/destination/international/customer-complaint-resolution-plan.html","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Refund form (tickets, bag fees, Wi-Fi and other purchases)","value":"https://www.united.com/en/us/refunds","purposes":["flight_cancellation","refund_request","ancillary_fee_refund"],"access":"open","notes":"Up to 15 items per request. Add the trip or enter receipt details by hand; give an email address for the reply. A Check status tab is on the same page. Signing in to MileagePlus is optional. For reimbursement of expenses after a disruption, use the Customer Care form.","source":"https://www.united.com/en/us/refunds","last_verified":"2026-10-12"},{"id":"bag-help","type":"portal","label":"Bag help (delayed, lost, damaged bags, missing items, claim status)","value":"https://www.united.com/en/us/baggage/bag-help","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"open","notes":"Each tab gives the report and claim deadlines. The Claim status tab checks interim expense, lost bag, damaged bag and missing item claims.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"delayed-bag-report","type":"web_form","label":"Report a delayed bag online (schedule pickup or free delivery)","value":"https://www.united.com/en/US/bagdelivery/start","purposes":["delayed_baggage","lost_baggage"],"notes":"Needs the confirmation number and last name. Green-tagged gate-checked bags cannot be reported online; call the Baggage Recovery Center.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"bag-tracker","type":"portal","label":"Bag tracker","value":"https://www.united.com/en/US/bagtracker","purposes":["delayed_baggage"],"notes":"Search by confirmation number and last name, or by bag tag number for a bag from a previous trip. Needs an active or recent trip with checked bags.","source":"https://www.united.com/en/US/bagtracker","last_verified":"2026-10-12"},{"id":"baggage-recovery-phone","type":"phone","label":"Baggage Recovery Center","value":"+1-800-335-2247","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Toll free from the U.S. and Canada; English and Spanish only. The bag help page lists the international number as both 1-281-821-3526 and 1-281-821-3525, so it is not recorded here. You can also text BAGS to 32050.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"},{"id":"interim-expense-claim","type":"web_form","label":"Delayed bag interim expenses claim (clothes and toiletries)","value":"https://www.united.com/en/US/claimform/login?claimType=INTERIM","purposes":["delayed_baggage"],"notes":"Needs the file reference number ending in M (for example ORD12345M) and last name, a photo ID and receipts. United says claims are usually processed within 4-6 weeks.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"lost-bag-claim","type":"web_form","label":"Lost bag claim","value":"https://www.united.com/en/US/claimform/login?claimType=LOSS","purposes":["lost_baggage"],"notes":"For a bag reported delayed and missing more than 5 days. Needs the file reference number ending in M and last name; describe the contents and add receipts and a photo ID.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"damaged-bag-claim","type":"web_form","label":"Damaged bag claim","value":"https://www.united.com/en/US/claimform/login?claimType=DAMAGE","purposes":["damaged_baggage"],"notes":"Needs the file reference number ending in D (for example ORD12345D) and last name, a photo ID and receipts. Use it only if the agent directs you to claim with United; otherwise the agent may direct you to rynnsluggage.com for repair or replacement.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"missing-items-claim","type":"web_form","label":"Missing items claim (items missing from a checked bag)","value":"https://www.united.com/en/US/claimform/login?claimType=PILFERAGE","purposes":["damaged_baggage","lost_baggage"],"notes":"Needs the file reference number ending in P (for example ORD12345P) and last name.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"accessibility-desk-phone","type":"phone","label":"Accessibility Desk","value":"+1-800-228-2744","hours":"24 hours","purposes":["accessibility"],"notes":"The reservations directory calls it the 24-hour Accessibility Desk. TDD users dial 711 for the National Relay Service.","source":"https://www.united.com/en/us/fly/travel/accessibility-and-assistance.html","last_verified":"2026-10-12"},{"id":"assistive-device-desk","type":"phone","label":"Assistive Device Desk (wheelchairs and assistive devices; toll free within the U.S. and Canada)","value":"+1-866-261-2395","purposes":["accessibility","damaged_baggage","lost_baggage","delayed_baggage"],"notes":"Worldwide 281-553-2395; email AssistedDevice@united.com. For a lost, damaged or delayed wheelchair or scooter, and for damage that could not be reported at the airport on arrival.","source":"https://www.united.com/en/us/fly/travel/accessibility-and-assistance/wheelchair-assistance.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-care-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund United owes but has not paid."}],"playbooks":[{"issue":"flight_cancellation","summary":"Decline the alternate flight and the travel credit if you want money back; request a refund to the original form of payment.","evidence":["confirmation number","ticket number","original and new itinerary","cancellation or schedule-change notice"],"steps":[{"do":"Do not accept the rebooking or the travel credit if you want a refund."},{"do":"Cancel the reservation in My trips, or submit the refund form, including any bag and seat fees.","channel":"refund-form"},{"do":"For hotel, meal or other expenses caused by the cancellation, submit the Customer Care form.","channel":"customer-care-form"},{"do":"If the form fails, call customer service.","channel":"customer-service-phone"},{"do":"If the refund is not paid, file a complaint with the U.S. DOT, then dispute the charge with the card issuer.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"Contract of Carriage Rule 24 says that after a schedule change United may rebook you on its closest available flight, reroute you on another carrier if all United service between the cities is cancelled, or let you apply the ticket value to United travel within one year from the date of issue; if none is offered or accepted, you can request a refund. If United determines the alternate is a significant change and you decline it, United will provide a refund.","issues":["flight_cancellation","flight_delay","travel_credit"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The Contract of Carriage says credit card refunds are issued within seven business days after United determines a refund is due, and cash and other payments within 20 business days after a complete request is received.","issues":["flight_cancellation","refund_request"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Baggage service charges are non-refundable, but a passenger who does not travel because of a flight cancellation, Schedule Change or Irregular Operations is eligible for a refund of them.","issues":["flight_cancellation","ancillary_fee_refund"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}]},{"issue":"flight_delay","summary":"For an extensive delay United caused, ask for food and beverage vouchers; the Contract of Carriage does not set an hour threshold.","evidence":["confirmation number","scheduled and actual times","cause given by United","receipts"],"steps":[{"do":"Ask the agent for food and beverage vouchers. If you decline offered vouchers, United will not reimburse food you buy yourself."},{"do":"Request reimbursement of expenses caused by the delay through the Customer Care form.","channel":"customer-care-form"},{"do":"If the delay becomes a significant change and you do not travel, request a refund.","channel":"refund-form"}],"facts":[{"kind":"compensation","claim":"Contract of Carriage Rule 24 says United provides snacks or food and beverage vouchers when a delay it caused is extensive, and is not liable to reimburse food and beverage bought independently if vouchers were offered and not accepted.","issues":["flight_delay"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}]},{"issue":"delayed_baggage","summary":"Report the bag within 24 hours of arrival (21 days if international), then claim clothes and toiletries within 45 days (21 days if international).","evidence":["bag tag","file reference number ending in M","confirmation number","itinerary","dated receipts","photo ID"],"steps":[{"do":"Report the bag before you leave the airport, online, by text (BAGS to 32050) or by phone. Domestic trips within 24 hours of arrival; international trips within 21 days. Keep the file reference number that ends in M.","channel":"delayed-bag-report"},{"do":"If you cannot report online (for example a green-tagged gate-checked bag), call the Baggage Recovery Center.","channel":"baggage-recovery-phone"},{"do":"Follow the bag in the bag tracker. Report delays only at the final destination, not at a connection.","channel":"bag-tracker"},{"do":"Submit the interim expenses claim with dated receipts within 45 days of arrival (21 days if international).","channel":"interim-expense-claim"},{"do":"If the bag arrived more than 12 hours late on a domestic flight, check that the bag fee was refunded automatically; if not, request it.","channel":"refund-form"},{"do":"If the bag is still missing 5 days after arrival, file a lost bag claim (see lost_baggage).","channel":"lost-bag-claim"},{"do":"If United does not respond, file a complaint with the U.S. DOT.","regulator":"us-dot"}],"facts":[{"kind":"deadline","claim":"United's bag help page says to report delayed bags within 24 hours of arrival for travel in the U.S., Guam, Puerto Rico or the U.S. Virgin Islands, and within 21 days of arrival for international travel. Submit the reimbursement claim within 45 days of arrival (domestic) or 21 days (international).","issues":["delayed_baggage"],"source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Contract of Carriage Rule 28 (domestic carriage) requires a preliminary notice of claim within twenty-four hours after arrival of the flight for loss of, damage to or delay of baggage, and the completed written claim form must be received by United's System Tracing Center within 45 days after the flight date. Without either, absent extraordinary circumstances, no action lies against United.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For international carriage under the Warsaw or Montreal Convention, Rule 28 says a complaint must be made within seven calendar days for damage to baggage and 21 calendar days for delay, and an action for damages must be brought within two years.","issues":["delayed_baggage","damaged_baggage"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"compensation","claim":"United automatically refunds bag fees if a bag is delayed over 12 hours on a domestic flight, over 15 hours on an international flight of less than 12 hours, or over 30 hours on an international flight longer than 12 hours.","issues":["delayed_baggage","ancillary_fee_refund"],"source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"kind":"policy","claim":"United covers reasonable and necessary purchases of clothing and toiletries while a bag is delayed and you are away from home. Dated receipts showing the items and costs are required.","issues":["delayed_baggage"],"source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"A bag missing more than 5 days after arrival may be lost. Report it as delayed first, then file the lost bag claim within 45 days (21 days if international).","evidence":["bag tag","file reference number ending in M","contents list with values","receipts","photo ID"],"steps":[{"do":"Make sure the bag was reported as delayed within the reporting deadline and you have the file reference number ending in M.","channel":"delayed-bag-report"},{"do":"File the lost bag claim with a detailed contents list, receipts and a photo ID within 45 days of arrival (21 days if international).","channel":"lost-bag-claim"},{"do":"Ask for the checked bag fee back.","channel":"refund-form"},{"do":"Check the claim status on the bag help page, or call the Baggage Recovery Center.","channel":"baggage-recovery-phone"},{"do":"If United does not respond, file a complaint with the U.S. DOT.","regulator":"us-dot"}],"facts":[{"kind":"limit","claim":"If all ticketed segments are within the U.S.A., United's liability for checked baggage is limited to USD 4,700 per ticketed passenger unless a higher value was declared in advance and additional charges paid. The passenger must document and prove the actual value of the loss.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"limit","claim":"For international carriage under the Warsaw or Montreal Convention, Rule 28 limits liability to 1,519 SDR per passenger for destruction, loss, damage or delay of baggage.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The bag help page says the maximum reimbursement for a lost bag is $4,700 for flights in the U.S. and $2,000 for international flights, and interim expenses already reimbursed are deducted. United searches for about 21 days after a lost bag claim.","issues":["lost_baggage"],"source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage says United will reimburse passengers for any fee charged to transport bags that are lost.","issues":["lost_baggage","ancillary_fee_refund"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage at the Baggage Service Office before leaving, or within 24 hours of arrival (7 days if international); then follow the agent's instructions to claim.","evidence":["photos of the damage","bag tag","file reference number ending in A or D","repair estimate or receipts","photo ID"],"steps":[{"do":"At the airport, report the damage at the Baggage Service Office before you leave. Ask if a replacement bag is available."},{"do":"If you find the damage after leaving the airport, report it by text (BAGS to 32050), chat or phone within 24 hours of arrival (7 days if international). Keep the file reference number ending in A or D.","channel":"baggage-recovery-phone"},{"do":"If the agent directs you to rynnsluggage.com for repair or replacement, submit that claim within 14 days of the damage report."},{"do":"If the agent directs you to claim with United, submit the damaged bag claim within 45 days of arrival (21 days if international).","channel":"damaged-bag-claim"},{"do":"For items missing from the bag, file the missing items claim (report within 24 hours of arrival, 7 days if international).","channel":"missing-items-claim"},{"do":"For a damaged wheelchair or assistive device that you could not report on arrival, contact the Assistive Device Desk.","channel":"assistive-device-desk"},{"do":"Damage caused during TSA screening is claimed with TSA, not United.","regulator":"tsa"}],"facts":[{"kind":"deadline","claim":"United's bag help page says to report damaged bags within 24 hours of arrival for travel in the U.S., Guam, Puerto Rico or the U.S. Virgin Islands, and within 7 days for international travel. A claim to United is due within 45 days of arrival (domestic) or 21 days (international); a claim through rynnsluggage.com is due within 14 days of the damage report.","issues":["damaged_baggage"],"source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"kind":"policy","claim":"United is not liable for damage that does not impair the bag's ability to function, such as minor cuts, scratches, scuffs, dents, punctures, marks or soil from normal handling.","issues":["damaged_baggage"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a lost, damaged or destroyed wheelchair or assistive device, Rule 28 requires a preliminary notice at the airport on arrival; if that is not possible, contact the Assistive Device Desk within 24 hours of arrival for domestic carriage, or within seven calendar days for carriage to or from Canada. For domestic carriage and carriage to or from Canada, the baggage liability limits do not apply to these claims, but the notice and claim requirements do.","issues":["damaged_baggage","accessibility"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}]},{"issue":"denied_boarding","summary":"If bumped involuntarily on a domestic flight, Rule 25 pays 200% or 400% of the fare, capped at $1,075 or $2,150.","evidence":["boarding pass","written denied-boarding notice","arrival time of the new flight"],"steps":[{"do":"Ask for the written statement of denied boarding compensation and payment by check."},{"do":"If not paid, complain in writing through the Customer Care form.","channel":"customer-care-form"},{"do":"If United still does not pay, file with the U.S. DOT.","regulator":"us-dot"}],"facts":[{"kind":"compensation","claim":"Contract of Carriage Rule 25 pays involuntarily bumped domestic passengers 200% of the fare (maximum 1,075 USD) if the alternate arrives more than one but less than two hours late, and 400% (maximum 2,150 USD) if later. No compensation is owed if the alternate is planned to arrive not later than 60 minutes after the original arrival time.","issues":["denied_boarding"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}]},{"issue":"ancillary_fee_refund","summary":"Request refunds of unused fees (bags, seats, Premier Access, Wi-Fi) within 90 days of payment or the flight date.","evidence":["fee receipt","confirmation number","cancellation or schedule-change notice"],"steps":[{"do":"Submit the refund form for the fee, selecting the purchase or entering the receipt details.","channel":"refund-form"}],"facts":[{"kind":"deadline","claim":"Passengers eligible for a refund of a fee for an ancillary service that was not provided must request it within 90 days of the date the fee was originally paid or the flight date, whichever is later.","issues":["ancillary_fee_refund"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The refund page says Wi-Fi provided by Panasonic, Thales or Viasat is refunded through the United form; for Wi-Fi from the other providers the page names (\"Intelstat or Gogo\"), contact that provider. United subscriptions are nonrefundable, with partial refunds for Wi-Fi and Economy Plus subscribers after a service disruption.","issues":["ancillary_fee_refund"],"source":"https://www.united.com/en/us/refunds","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"The refund page says to allow up to seven business days for a refund to post to a credit card, and up to 20 days for other forms of payment. Refunds go to the original form of payment unless you ask for an electronic travel certificate.","issues":["refund_request","flight_cancellation"],"source":"https://www.united.com/en/us/refunds","last_verified":"2026-10-12"},{"kind":"process","claim":"The Contract of Carriage (revised September 30, 2026) Rule 29 says a third party who complains for a customer must include a signed letter from the customer or a power of attorney, or United will not reply.","issues":["poor_service"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}],"known_blockers":["The baggage claim forms need the file reference number from the bag report and the passenger's last name. The online delayed-bag report and the bag tracker need the confirmation number and last name.","Interim expense and damaged bag claims ask for a photo ID upload.","A third party filing a Customer Care complaint must attach the customer's signed authorization or a power of attorney."],"notes":"Checked by loading united.com pages on 2026-10-12; the Contract of Carriage was revised September 30, 2026. United's pages disagree in two places. The bag help page lists the international Baggage Recovery Center number as both 1-281-821-3526 and 1-281-821-3525, and its liability FAQ gives 1,288 SDR for Montreal Convention travel where the Contract of Carriage gives 1,519 SDR. For wheelchairs and assistive devices, the Contract of Carriage says the notice and claim requirements apply, while the wheelchair page says they do not; follow the stricter Contract of Carriage. The old refund URL https://www.united.com/ual/en/IL/customer/refund was replaced by the U.S. form.","official_domains":["united.com"],"security":{"known_scams":[{"kind":"policy","claim":"BBB reported (June 2024) a consumer who bought discounted United Airlines tickets through a third-party seller, which then called to say the flight was cancelled and asked $80 extra to rebook on Southwest. United had not cancelled any flight, and the airlines were unaware of the purchase.","source":"https://www.bbb.org/article/scams/20149-scam-alert-airfare-con-bills-victims-for-canceled-tickets","last_verified":"2026-10-12"}]}},"playbooks":{"flight_cancellation":{"company":{"id":"united-airlines","name":"United Airlines","sector":"airline","website":"https://www.united.com","account_url":null},"issue":{"id":"flight_cancellation","name":"Flight cancelled or significantly changed"},"playbook_source":"company","summary":"Decline the alternate flight and the travel credit if you want money back; request a refund to the original form of payment.","evidence":["confirmation number","ticket number","original and new itinerary","cancellation or schedule-change notice"],"steps":[{"do":"Do not accept the rebooking or the travel credit if you want a refund."},{"do":"Cancel the reservation in My trips, or submit the refund form, including any bag and seat fees.","channel":{"id":"refund-form","type":"web_form","label":"Refund form (tickets, bag fees, Wi-Fi and other purchases)","value":"https://www.united.com/en/us/refunds","purposes":["flight_cancellation","refund_request","ancillary_fee_refund"],"access":"open","notes":"Up to 15 items per request. Add the trip or enter receipt details by hand; give an email address for the reply. A Check status tab is on the same page. Signing in to MileagePlus is optional. For reimbursement of expenses after a disruption, use the Customer Care form.","source":"https://www.united.com/en/us/refunds","last_verified":"2026-10-12"}},{"do":"For hotel, meal or other expenses caused by the cancellation, submit the Customer Care form.","channel":{"id":"customer-care-form","type":"web_form","label":"Customer Care form (complaints, feedback, reimbursement of disruption expenses)","value":"https://www.united.com/en/us/customer-care","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","accessibility"],"access":"open","notes":"Sign in to MileagePlus or select Continue as guest. A path without a confirmation or ticket number is offered. The Contract of Carriage (Rule 29) gives the address www.united.com/en/us/customercare, which redirects here. The refund page says to use this form, not the refund form, for reimbursement of expenses or compensation for a flight disruption. A third party who complains for a customer must attach a signed letter or power of attorney.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"}},{"do":"If the form fails, call customer service.","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service, English (1-800-UNITED-1)","value":"+1-800-864-8331","hours":"24 hours daily","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","ancillary_fee_refund"],"notes":"For calls from the U.S. and Canada. Spanish +1-800-426-5561, 24 hours daily. Booking a ticket by phone has a $25 fee.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"}},{"do":"If the refund is not paid, file a complaint with the U.S. DOT, then dispute the charge with the card issuer.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service, English (1-800-UNITED-1)","value":"+1-800-864-8331","hours":"24 hours daily","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","ancillary_fee_refund"],"notes":"For calls from the U.S. and Canada. Spanish +1-800-426-5561, 24 hours daily. Booking a ticket by phone has a $25 fee.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"},{"id":"chat-and-text","type":"sms","label":"Text an agent (text UNITED to 32050)","value":"32050","purposes":["flight_cancellation","flight_delay","refund_request"],"notes":"Send the word UNITED to short code 32050. The Help Center also has a Chat now button; the reservations directory says chat is available 24 hours a day.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Customer Care form (complaints, feedback, reimbursement of disruption expenses)","value":"https://www.united.com/en/us/customer-care","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","accessibility"],"access":"open","notes":"Sign in to MileagePlus or select Continue as guest. A path without a confirmation or ticket number is offered. The Contract of Carriage (Rule 29) gives the address www.united.com/en/us/customercare, which redirects here. The refund page says to use this form, not the refund form, for reimbursement of expenses or compensation for a flight disruption. A third party who complains for a customer must attach a signed letter or power of attorney.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"},{"id":"customer-care-mail","type":"mail","label":"Customer Care by mail (Contract of Carriage Rule 29)","value":"Customer Care – NHCCR, United Airlines, Inc., 900 Grand Plaza Dr., Houston, TX 77067-4323","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"id":"customer-care-email","type":"email","label":"Customer Care email","value":"customer.care@united.com","purposes":["poor_service","flight_cancellation","flight_delay"],"notes":"Listed in United's Korea customer complaint resolution plan, which says United acknowledges claims within 7 days and replies within 14-60 days. U.S. pages point to the Customer Care form instead.","source":"https://www.united.com/en/us/fly/travel/destination/international/customer-complaint-resolution-plan.html","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Refund form (tickets, bag fees, Wi-Fi and other purchases)","value":"https://www.united.com/en/us/refunds","purposes":["flight_cancellation","refund_request","ancillary_fee_refund"],"access":"open","notes":"Up to 15 items per request. Add the trip or enter receipt details by hand; give an email address for the reply. A Check status tab is on the same page. Signing in to MileagePlus is optional. For reimbursement of expenses after a disruption, use the Customer Care form.","source":"https://www.united.com/en/us/refunds","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Contract of Carriage Rule 24 says that after a schedule change United may rebook you on its closest available flight, reroute you on another carrier if all United service between the cities is cancelled, or let you apply the ticket value to United travel within one year from the date of issue; if none is offered or accepted, you can request a refund. If United determines the alternate is a significant change and you decline it, United will provide a refund.","issues":["flight_cancellation","flight_delay","travel_credit"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The Contract of Carriage says credit card refunds are issued within seven business days after United determines a refund is due, and cash and other payments within 20 business days after a complete request is received.","issues":["flight_cancellation","refund_request"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Baggage service charges are non-refundable, but a passenger who does not travel because of a flight cancellation, Schedule Change or Irregular Operations is eligible for a refund of them.","issues":["flight_cancellation","ancillary_fee_refund"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The refund page says to allow up to seven business days for a refund to post to a credit card, and up to 20 days for other forms of payment. Refunds go to the original form of payment unless you ask for an electronic travel certificate.","issues":["refund_request","flight_cancellation"],"source":"https://www.united.com/en/us/refunds","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-airline-commitments","title":"DOT Delay and Cancellation Dashboard - airline commitments for controllable disruptions","citation":"14 CFR 259.5 (Customer Service Plans); FAA Reauthorization Act of 2024 (Pub. L. 118-63) section 506","jurisdiction":"us-federal","status":"in_effect","summary":"The ten largest U.S. airlines commit in their customer service plans to help passengers when a cancellation or significant delay is within the airline's control. All ten guarantee a meal and free rebooking on the same airline, and nine guarantee a hotel and ground transportation for controllable overnight disruptions. DOT publishes these commitments on its Delay and Cancellation Dashboard, which still existed in August 2026. Airlines must adhere to their plans. These are voluntary commitments, not a federal compensation rule.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The 10 largest U.S. passenger carriers keep voluntary commitments in their customer service plans (required by 14 CFR 259.5) to assist passengers affected by cancellations and significant delays that are controllable by the carrier. All 10 guarantee a meal and rebooking without charge on the ticketed airline. Nine guarantee hotel accommodation and ground transportation to and from the hotel for controllable overnight delays and cancellations. Four commit to compensation in credits, travel vouchers or frequent flyer miles.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"kind":"policy","claim":"Each covered carrier must adopt a Customer Service Plan for its scheduled flights and adhere to the plan's terms.","issues":["flight_cancellation","flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated on December 10, 2025 that airlines are obligated to abide by their customer service commitments, and that it aligned the \"controllable\" standard with the \"Air Carrier\" cause category in its delay reporting rules (14 CFR 234.4).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Since December 10, 2025, until further notice, DOT will not take action against airlines that do not provide services, amenities or compensation for delays or cancellations caused by unscheduled maintenance required by an FAA airworthiness directive that cannot be deferred (such as Emergency AD 2025-24-51).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Effective October 19, 2026, ten event types move out of the \"Air Carrier\" (controllable) delay and cancellation cause category into a new \"Section 511(b)\" category. They include extreme weather or foreign-object damage to the aircraft, cybersecurity attacks, government system failures, non-deferrable unscheduled maintenance, medical emergencies, removal of an unruly passenger, and airport closures from volcanic ash, wind or wind shear. DOT expects fewer disruptions to trigger the airlines' commitments.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated in August 2026 that the delay and cancellation dashboard and the family seating dashboard currently exist on its website, and that a seat size dashboard has not yet been created.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/08/31/2026-17721/aviation-consumer-protection-advisory-committee-notice-of-public-meeting","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A \"cancelled flight\" is a covered flight that was published in the carrier's Computer Reservation System at the time of the ticket sale but not operated by the carrier.","issues":["flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A \"prompt refund\" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A carrier may offer a voucher or credit instead of a refund only if the offer states the passenger's right to a full refund, and the voucher stays valid for at least five years from the date it is issued.","issues":["travel_credit","flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until July 7, 2027, DOT will not enforce the cancellation refund and notice requirements when a flight is only given a different flight number, the passenger is rebooked on the renumbered flight, and that flight operates without a significant change or delay. If a renumbered flight is significantly changed or delayed, the refund requirements remain fully enforceable.","issues":["flight_cancellation"],"source":"https://www.federalregister.gov/documents/2026/07/07/2026-13675/airline-refunds-and-other-consumer-protections","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-delay-compensation-proposal","title":"DOT proposal to require cash compensation for controllable delays and cancellations (withdrawn)","citation":"89 FR 99760 (December 11, 2024), ANPRM \"Airline Passenger Rights\", docket DOT-OST-2024-0062, RIN 2105-AF20; withdrawn 90 FR 51230 (November 17, 2025)","jurisdiction":"us-federal","status":"withdrawn","summary":"In December 2024 DOT published an advance notice of proposed rulemaking (not a proposed rule) asking whether to require airlines to pay cash compensation and provide meals, hotels and free rebooking for controllable delays and cancellations. DOT withdrew it on November 17, 2025. No federal rule requires airlines to pay cash compensation for delays or cancellations. Do not cite the dollar amounts from the 2024 notice as a right.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","status_note":"Withdrawn on November 17, 2025 (90 FR 51230, FR Doc. 2025-20042). The 2024 document was an ANPRM with comments due February 10, 2025; it never reached a proposed or final rule. What remains: airlines' voluntary customer service plan commitments (rules/dot-airline-commitments), refund rights when a flight is cancelled or significantly changed (rules/dot-refunds-rule), and the Montreal Convention delay liability for international trips (rules/montreal-convention-baggage).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service, English (1-800-UNITED-1)","value":"+1-800-864-8331","hours":"24 hours daily","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","ancillary_fee_refund"],"notes":"For calls from the U.S. and Canada. Spanish +1-800-426-5561, 24 hours daily. Booking a ticket by phone has a $25 fee.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Customer Care form (complaints, feedback, reimbursement of disruption expenses)","value":"https://www.united.com/en/us/customer-care","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","accessibility"],"access":"open","notes":"Sign in to MileagePlus or select Continue as guest. A path without a confirmation or ticket number is offered. The Contract of Carriage (Rule 29) gives the address www.united.com/en/us/customercare, which redirects here. The refund page says to use this form, not the refund form, for reimbursement of expenses or compensation for a flight disruption. A third party who complains for a customer must attach a signed letter or power of attorney.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund United owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage claim forms need the file reference number from the bag report and the passenger's last name. The online delayed-bag report and the bag tracker need the confirmation number and last name.","Interim expense and damaged bag claims ask for a photo ID upload.","A third party filing a Customer Care complaint must attach the customer's signed authorization or a power of attorney."],"security":{"official_domains":["united.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB reported (June 2024) a consumer who bought discounted United Airlines tickets through a third-party seller, which then called to say the flight was cancelled and asked $80 extra to rebook on Southwest. United had not cancelled any flight, and the airlines were unaware of the purchase.","source":"https://www.bbb.org/article/scams/20149-scam-alert-airfare-con-bills-victims-for-canceled-tickets","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":56,"reference":2,"other":1},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 59 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked by loading united.com pages on 2026-10-12; the Contract of Carriage was revised September 30, 2026. United's pages disagree in two places. The bag help page lists the international Baggage Recovery Center number as both 1-281-821-3526 and 1-281-821-3525, and its liability FAQ gives 1,288 SDR for Montreal Convention travel where the Contract of Carriage gives 1,519 SDR. For wheelchairs and assistive devices, the Contract of Carriage says the notice and claim requirements apply, while the wheelchair page says they do not; follow the stricter Contract of Carriage. The old refund URL https://www.united.com/ual/en/IL/customer/refund was replaced by the U.S. form.","warnings":[]},"flight_delay":{"company":{"id":"united-airlines","name":"United Airlines","sector":"airline","website":"https://www.united.com","account_url":null},"issue":{"id":"flight_delay","name":"Long delay"},"playbook_source":"company","summary":"For an extensive delay United caused, ask for food and beverage vouchers; the Contract of Carriage does not set an hour threshold.","evidence":["confirmation number","scheduled and actual times","cause given by United","receipts"],"steps":[{"do":"Ask the agent for food and beverage vouchers. If you decline offered vouchers, United will not reimburse food you buy yourself."},{"do":"Request reimbursement of expenses caused by the delay through the Customer Care form.","channel":{"id":"customer-care-form","type":"web_form","label":"Customer Care form (complaints, feedback, reimbursement of disruption expenses)","value":"https://www.united.com/en/us/customer-care","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","accessibility"],"access":"open","notes":"Sign in to MileagePlus or select Continue as guest. A path without a confirmation or ticket number is offered. The Contract of Carriage (Rule 29) gives the address www.united.com/en/us/customercare, which redirects here. The refund page says to use this form, not the refund form, for reimbursement of expenses or compensation for a flight disruption. A third party who complains for a customer must attach a signed letter or power of attorney.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"}},{"do":"If the delay becomes a significant change and you do not travel, request a refund.","channel":{"id":"refund-form","type":"web_form","label":"Refund form (tickets, bag fees, Wi-Fi and other purchases)","value":"https://www.united.com/en/us/refunds","purposes":["flight_cancellation","refund_request","ancillary_fee_refund"],"access":"open","notes":"Up to 15 items per request. Add the trip or enter receipt details by hand; give an email address for the reply. A Check status tab is on the same page. Signing in to MileagePlus is optional. For reimbursement of expenses after a disruption, use the Customer Care form.","source":"https://www.united.com/en/us/refunds","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service, English (1-800-UNITED-1)","value":"+1-800-864-8331","hours":"24 hours daily","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","ancillary_fee_refund"],"notes":"For calls from the U.S. and Canada. Spanish +1-800-426-5561, 24 hours daily. Booking a ticket by phone has a $25 fee.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"},{"id":"chat-and-text","type":"sms","label":"Text an agent (text UNITED to 32050)","value":"32050","purposes":["flight_cancellation","flight_delay","refund_request"],"notes":"Send the word UNITED to short code 32050. The Help Center also has a Chat now button; the reservations directory says chat is available 24 hours a day.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Customer Care form (complaints, feedback, reimbursement of disruption expenses)","value":"https://www.united.com/en/us/customer-care","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","accessibility"],"access":"open","notes":"Sign in to MileagePlus or select Continue as guest. A path without a confirmation or ticket number is offered. The Contract of Carriage (Rule 29) gives the address www.united.com/en/us/customercare, which redirects here. The refund page says to use this form, not the refund form, for reimbursement of expenses or compensation for a flight disruption. A third party who complains for a customer must attach a signed letter or power of attorney.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"},{"id":"customer-care-mail","type":"mail","label":"Customer Care by mail (Contract of Carriage Rule 29)","value":"Customer Care – NHCCR, United Airlines, Inc., 900 Grand Plaza Dr., Houston, TX 77067-4323","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"id":"customer-care-email","type":"email","label":"Customer Care email","value":"customer.care@united.com","purposes":["poor_service","flight_cancellation","flight_delay"],"notes":"Listed in United's Korea customer complaint resolution plan, which says United acknowledges claims within 7 days and replies within 14-60 days. U.S. pages point to the Customer Care form instead.","source":"https://www.united.com/en/us/fly/travel/destination/international/customer-complaint-resolution-plan.html","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"Contract of Carriage Rule 24 says United provides snacks or food and beverage vouchers when a delay it caused is extensive, and is not liable to reimburse food and beverage bought independently if vouchers were offered and not accepted.","issues":["flight_delay"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-airline-commitments","title":"DOT Delay and Cancellation Dashboard - airline commitments for controllable disruptions","citation":"14 CFR 259.5 (Customer Service Plans); FAA Reauthorization Act of 2024 (Pub. L. 118-63) section 506","jurisdiction":"us-federal","status":"in_effect","summary":"The ten largest U.S. airlines commit in their customer service plans to help passengers when a cancellation or significant delay is within the airline's control. All ten guarantee a meal and free rebooking on the same airline, and nine guarantee a hotel and ground transportation for controllable overnight disruptions. DOT publishes these commitments on its Delay and Cancellation Dashboard, which still existed in August 2026. Airlines must adhere to their plans. These are voluntary commitments, not a federal compensation rule.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The 10 largest U.S. passenger carriers keep voluntary commitments in their customer service plans (required by 14 CFR 259.5) to assist passengers affected by cancellations and significant delays that are controllable by the carrier. All 10 guarantee a meal and rebooking without charge on the ticketed airline. Nine guarantee hotel accommodation and ground transportation to and from the hotel for controllable overnight delays and cancellations. Four commit to compensation in credits, travel vouchers or frequent flyer miles.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"kind":"policy","claim":"Each covered carrier must adopt a Customer Service Plan for its scheduled flights and adhere to the plan's terms.","issues":["flight_cancellation","flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated on December 10, 2025 that airlines are obligated to abide by their customer service commitments, and that it aligned the \"controllable\" standard with the \"Air Carrier\" cause category in its delay reporting rules (14 CFR 234.4).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Since December 10, 2025, until further notice, DOT will not take action against airlines that do not provide services, amenities or compensation for delays or cancellations caused by unscheduled maintenance required by an FAA airworthiness directive that cannot be deferred (such as Emergency AD 2025-24-51).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Effective October 19, 2026, ten event types move out of the \"Air Carrier\" (controllable) delay and cancellation cause category into a new \"Section 511(b)\" category. They include extreme weather or foreign-object damage to the aircraft, cybersecurity attacks, government system failures, non-deferrable unscheduled maintenance, medical emergencies, removal of an unruly passenger, and airport closures from volcanic ash, wind or wind shear. DOT expects fewer disruptions to trigger the airlines' commitments.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated in August 2026 that the delay and cancellation dashboard and the family seating dashboard currently exist on its website, and that a seat size dashboard has not yet been created.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/08/31/2026-17721/aviation-consumer-protection-advisory-committee-notice-of-public-meeting","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"}]},{"id":"dot-tarmac-delay","title":"DOT tarmac delay limits","citation":"14 CFR 259.4 (86 FR 23270, May 3, 2021)","jurisdiction":"us-federal","status":"in_effect","summary":"At a U.S. airport, passengers stuck on a plane on the ground must be given the chance to get off before the tarmac delay exceeds three hours (domestic flights) or four hours (international flights), unless a safety, security or air traffic control exception applies. Food and water are due within two hours, and working lavatories and medical attention must be available.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"For domestic flights, each covered U.S. carrier must give passengers on a flight in a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds three hours.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"limit","claim":"For international flights, each covered carrier (U.S. or foreign) must give passengers on a flight in a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds four hours.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The limits do not apply if a departing flight begins returning to a suitable disembarkation point within the time limit, if the pilot-in-command determines that deplaning would jeopardize passenger safety or security, or if air traffic control advises that returning to deplane would significantly disrupt airport operations.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"deadline","claim":"During a tarmac delay, the carrier must provide adequate food and potable water no later than two hours after the start of the tarmac delay, unless the pilot-in-command determines that safety or security considerations preclude it. It must also ensure operable lavatories and adequate medical attention if needed.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"process","claim":"The carrier must tell passengers the status of the delay when the tarmac delay exceeds 30 minutes, and must tell them in time whenever there is an opportunity to deplane.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"A tarmac delay is the period when an aircraft is on the ground with passengers and the passengers have no opportunity to deplane.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.3","last_verified":"2026-10-12"},{"kind":"process","claim":"The operating carrier must file a report with DOT's Office of Aviation Consumer Protection within 30 days of any tarmac delay that exceeds three hours (domestic) or four hours (international). Failure to follow the contingency plan is an unfair and deceptive practice subject to DOT enforcement.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"limit","claim":"The liability limit for damage caused by delay of passengers (Article 22, paragraph 1) is 6,303 SDR, effective as of 28 December 2024.","issues":["flight_delay"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-delay-compensation-proposal","title":"DOT proposal to require cash compensation for controllable delays and cancellations (withdrawn)","citation":"89 FR 99760 (December 11, 2024), ANPRM \"Airline Passenger Rights\", docket DOT-OST-2024-0062, RIN 2105-AF20; withdrawn 90 FR 51230 (November 17, 2025)","jurisdiction":"us-federal","status":"withdrawn","summary":"In December 2024 DOT published an advance notice of proposed rulemaking (not a proposed rule) asking whether to require airlines to pay cash compensation and provide meals, hotels and free rebooking for controllable delays and cancellations. DOT withdrew it on November 17, 2025. No federal rule requires airlines to pay cash compensation for delays or cancellations. Do not cite the dollar amounts from the 2024 notice as a right.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","status_note":"Withdrawn on November 17, 2025 (90 FR 51230, FR Doc. 2025-20042). The 2024 document was an ANPRM with comments due February 10, 2025; it never reached a proposed or final rule. What remains: airlines' voluntary customer service plan commitments (rules/dot-airline-commitments), refund rights when a flight is cancelled or significantly changed (rules/dot-refunds-rule), and the Montreal Convention delay liability for international trips (rules/montreal-convention-baggage).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service, English (1-800-UNITED-1)","value":"+1-800-864-8331","hours":"24 hours daily","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","ancillary_fee_refund"],"notes":"For calls from the U.S. and Canada. Spanish +1-800-426-5561, 24 hours daily. Booking a ticket by phone has a $25 fee.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Customer Care form (complaints, feedback, reimbursement of disruption expenses)","value":"https://www.united.com/en/us/customer-care","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","accessibility"],"access":"open","notes":"Sign in to MileagePlus or select Continue as guest. A path without a confirmation or ticket number is offered. The Contract of Carriage (Rule 29) gives the address www.united.com/en/us/customercare, which redirects here. The refund page says to use this form, not the refund form, for reimbursement of expenses or compensation for a flight disruption. A third party who complains for a customer must attach a signed letter or power of attorney.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund United owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage claim forms need the file reference number from the bag report and the passenger's last name. The online delayed-bag report and the bag tracker need the confirmation number and last name.","Interim expense and damaged bag claims ask for a photo ID upload.","A third party filing a Customer Care complaint must attach the customer's signed authorization or a power of attorney."],"security":{"official_domains":["united.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB reported (June 2024) a consumer who bought discounted United Airlines tickets through a third-party seller, which then called to say the flight was cancelled and asked $80 extra to rebook on Southwest. United had not cancelled any flight, and the airlines were unaware of the purchase.","source":"https://www.bbb.org/article/scams/20149-scam-alert-airfare-con-bills-victims-for-canceled-tickets","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":56,"reference":2,"other":1},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 59 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked by loading united.com pages on 2026-10-12; the Contract of Carriage was revised September 30, 2026. United's pages disagree in two places. The bag help page lists the international Baggage Recovery Center number as both 1-281-821-3526 and 1-281-821-3525, and its liability FAQ gives 1,288 SDR for Montreal Convention travel where the Contract of Carriage gives 1,519 SDR. For wheelchairs and assistive devices, the Contract of Carriage says the notice and claim requirements apply, while the wheelchair page says they do not; follow the stricter Contract of Carriage. The old refund URL https://www.united.com/ual/en/IL/customer/refund was replaced by the U.S. form.","warnings":[]},"delayed_baggage":{"company":{"id":"united-airlines","name":"United Airlines","sector":"airline","website":"https://www.united.com","account_url":null},"issue":{"id":"delayed_baggage","name":"Delayed bag"},"playbook_source":"company","summary":"Report the bag within 24 hours of arrival (21 days if international), then claim clothes and toiletries within 45 days (21 days if international).","evidence":["bag tag","file reference number ending in M","confirmation number","itinerary","dated receipts","photo ID"],"steps":[{"do":"Report the bag before you leave the airport, online, by text (BAGS to 32050) or by phone. Domestic trips within 24 hours of arrival; international trips within 21 days. Keep the file reference number that ends in M.","channel":{"id":"delayed-bag-report","type":"web_form","label":"Report a delayed bag online (schedule pickup or free delivery)","value":"https://www.united.com/en/US/bagdelivery/start","purposes":["delayed_baggage","lost_baggage"],"notes":"Needs the confirmation number and last name. Green-tagged gate-checked bags cannot be reported online; call the Baggage Recovery Center.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"}},{"do":"If you cannot report online (for example a green-tagged gate-checked bag), call the Baggage Recovery Center.","channel":{"id":"baggage-recovery-phone","type":"phone","label":"Baggage Recovery Center","value":"+1-800-335-2247","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Toll free from the U.S. and Canada; English and Spanish only. The bag help page lists the international number as both 1-281-821-3526 and 1-281-821-3525, so it is not recorded here. You can also text BAGS to 32050.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"}},{"do":"Follow the bag in the bag tracker. Report delays only at the final destination, not at a connection.","channel":{"id":"bag-tracker","type":"portal","label":"Bag tracker","value":"https://www.united.com/en/US/bagtracker","purposes":["delayed_baggage"],"notes":"Search by confirmation number and last name, or by bag tag number for a bag from a previous trip. Needs an active or recent trip with checked bags.","source":"https://www.united.com/en/US/bagtracker","last_verified":"2026-10-12"}},{"do":"Submit the interim expenses claim with dated receipts within 45 days of arrival (21 days if international).","channel":{"id":"interim-expense-claim","type":"web_form","label":"Delayed bag interim expenses claim (clothes and toiletries)","value":"https://www.united.com/en/US/claimform/login?claimType=INTERIM","purposes":["delayed_baggage"],"notes":"Needs the file reference number ending in M (for example ORD12345M) and last name, a photo ID and receipts. United says claims are usually processed within 4-6 weeks.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"}},{"do":"If the bag arrived more than 12 hours late on a domestic flight, check that the bag fee was refunded automatically; if not, request it.","channel":{"id":"refund-form","type":"web_form","label":"Refund form (tickets, bag fees, Wi-Fi and other purchases)","value":"https://www.united.com/en/us/refunds","purposes":["flight_cancellation","refund_request","ancillary_fee_refund"],"access":"open","notes":"Up to 15 items per request. Add the trip or enter receipt details by hand; give an email address for the reply. A Check status tab is on the same page. Signing in to MileagePlus is optional. For reimbursement of expenses after a disruption, use the Customer Care form.","source":"https://www.united.com/en/us/refunds","last_verified":"2026-10-12"}},{"do":"If the bag is still missing 5 days after arrival, file a lost bag claim (see lost_baggage).","channel":{"id":"lost-bag-claim","type":"web_form","label":"Lost bag claim","value":"https://www.united.com/en/US/claimform/login?claimType=LOSS","purposes":["lost_baggage"],"notes":"For a bag reported delayed and missing more than 5 days. Needs the file reference number ending in M and last name; describe the contents and add receipts and a photo ID.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"}},{"do":"If United does not respond, file a complaint with the U.S. DOT.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}}],"channels":[{"id":"bag-help","type":"portal","label":"Bag help (delayed, lost, damaged bags, missing items, claim status)","value":"https://www.united.com/en/us/baggage/bag-help","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"open","notes":"Each tab gives the report and claim deadlines. The Claim status tab checks interim expense, lost bag, damaged bag and missing item claims.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"delayed-bag-report","type":"web_form","label":"Report a delayed bag online (schedule pickup or free delivery)","value":"https://www.united.com/en/US/bagdelivery/start","purposes":["delayed_baggage","lost_baggage"],"notes":"Needs the confirmation number and last name. Green-tagged gate-checked bags cannot be reported online; call the Baggage Recovery Center.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"bag-tracker","type":"portal","label":"Bag tracker","value":"https://www.united.com/en/US/bagtracker","purposes":["delayed_baggage"],"notes":"Search by confirmation number and last name, or by bag tag number for a bag from a previous trip. Needs an active or recent trip with checked bags.","source":"https://www.united.com/en/US/bagtracker","last_verified":"2026-10-12"},{"id":"baggage-recovery-phone","type":"phone","label":"Baggage Recovery Center","value":"+1-800-335-2247","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Toll free from the U.S. and Canada; English and Spanish only. The bag help page lists the international number as both 1-281-821-3526 and 1-281-821-3525, so it is not recorded here. You can also text BAGS to 32050.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"},{"id":"interim-expense-claim","type":"web_form","label":"Delayed bag interim expenses claim (clothes and toiletries)","value":"https://www.united.com/en/US/claimform/login?claimType=INTERIM","purposes":["delayed_baggage"],"notes":"Needs the file reference number ending in M (for example ORD12345M) and last name, a photo ID and receipts. United says claims are usually processed within 4-6 weeks.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"assistive-device-desk","type":"phone","label":"Assistive Device Desk (wheelchairs and assistive devices; toll free within the U.S. and Canada)","value":"+1-866-261-2395","purposes":["accessibility","damaged_baggage","lost_baggage","delayed_baggage"],"notes":"Worldwide 281-553-2395; email AssistedDevice@united.com. For a lost, damaged or delayed wheelchair or scooter, and for damage that could not be reported at the airport on arrival.","source":"https://www.united.com/en/us/fly/travel/accessibility-and-assistance/wheelchair-assistance.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"United's bag help page says to report delayed bags within 24 hours of arrival for travel in the U.S., Guam, Puerto Rico or the U.S. Virgin Islands, and within 21 days of arrival for international travel. Submit the reimbursement claim within 45 days of arrival (domestic) or 21 days (international).","issues":["delayed_baggage"],"source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Contract of Carriage Rule 28 (domestic carriage) requires a preliminary notice of claim within twenty-four hours after arrival of the flight for loss of, damage to or delay of baggage, and the completed written claim form must be received by United's System Tracing Center within 45 days after the flight date. Without either, absent extraordinary circumstances, no action lies against United.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For international carriage under the Warsaw or Montreal Convention, Rule 28 says a complaint must be made within seven calendar days for damage to baggage and 21 calendar days for delay, and an action for damages must be brought within two years.","issues":["delayed_baggage","damaged_baggage"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"compensation","claim":"United automatically refunds bag fees if a bag is delayed over 12 hours on a domestic flight, over 15 hours on an international flight of less than 12 hours, or over 30 hours on an international flight longer than 12 hours.","issues":["delayed_baggage","ancillary_fee_refund"],"source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"kind":"policy","claim":"United covers reasonable and necessary purchases of clothing and toiletries while a bag is delayed and you are away from home. Dated receipts showing the items and costs are required.","issues":["delayed_baggage"],"source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"deadline","claim":"A delayed checked wheelchair or assistive device must be delivered within 24 hours of the passenger's arrival for domestic flights, and within 30 hours of arrival for long international flights (more than 12 hours).","issues":["accessibility","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"deadline","claim":"A checked bag is \"significantly delayed\" if it is not delivered or picked up within 12 hours of the last flight segment's arrival for domestic itineraries; within 15 hours for international itineraries whose non-stop segment to or from the U.S. is 12 hours or less; or within 30 hours when that segment is more than 12 hours. The 15- and 30-hour standards also apply to domestic segments of international itineraries.","issues":["delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For delay, the complaint must be made at the latest within twenty-one days from the date on which the baggage was placed at the passenger's disposal (Article 31(2)).","issues":["delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service, English (1-800-UNITED-1)","value":"+1-800-864-8331","hours":"24 hours daily","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","ancillary_fee_refund"],"notes":"For calls from the U.S. and Canada. Spanish +1-800-426-5561, 24 hours daily. Booking a ticket by phone has a $25 fee.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Customer Care form (complaints, feedback, reimbursement of disruption expenses)","value":"https://www.united.com/en/us/customer-care","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","accessibility"],"access":"open","notes":"Sign in to MileagePlus or select Continue as guest. A path without a confirmation or ticket number is offered. The Contract of Carriage (Rule 29) gives the address www.united.com/en/us/customercare, which redirects here. The refund page says to use this form, not the refund form, for reimbursement of expenses or compensation for a flight disruption. A third party who complains for a customer must attach a signed letter or power of attorney.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund United owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage claim forms need the file reference number from the bag report and the passenger's last name. The online delayed-bag report and the bag tracker need the confirmation number and last name.","Interim expense and damaged bag claims ask for a photo ID upload.","A third party filing a Customer Care complaint must attach the customer's signed authorization or a power of attorney."],"security":{"official_domains":["united.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB reported (June 2024) a consumer who bought discounted United Airlines tickets through a third-party seller, which then called to say the flight was cancelled and asked $80 extra to rebook on Southwest. United had not cancelled any flight, and the airlines were unaware of the purchase.","source":"https://www.bbb.org/article/scams/20149-scam-alert-airfare-con-bills-victims-for-canceled-tickets","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":56,"reference":2,"other":1},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 59 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked by loading united.com pages on 2026-10-12; the Contract of Carriage was revised September 30, 2026. United's pages disagree in two places. The bag help page lists the international Baggage Recovery Center number as both 1-281-821-3526 and 1-281-821-3525, and its liability FAQ gives 1,288 SDR for Montreal Convention travel where the Contract of Carriage gives 1,519 SDR. For wheelchairs and assistive devices, the Contract of Carriage says the notice and claim requirements apply, while the wheelchair page says they do not; follow the stricter Contract of Carriage. The old refund URL https://www.united.com/ual/en/IL/customer/refund was replaced by the U.S. form.","warnings":[]},"lost_baggage":{"company":{"id":"united-airlines","name":"United Airlines","sector":"airline","website":"https://www.united.com","account_url":null},"issue":{"id":"lost_baggage","name":"Lost bag"},"playbook_source":"company","summary":"A bag missing more than 5 days after arrival may be lost. Report it as delayed first, then file the lost bag claim within 45 days (21 days if international).","evidence":["bag tag","file reference number ending in M","contents list with values","receipts","photo ID"],"steps":[{"do":"Make sure the bag was reported as delayed within the reporting deadline and you have the file reference number ending in M.","channel":{"id":"delayed-bag-report","type":"web_form","label":"Report a delayed bag online (schedule pickup or free delivery)","value":"https://www.united.com/en/US/bagdelivery/start","purposes":["delayed_baggage","lost_baggage"],"notes":"Needs the confirmation number and last name. Green-tagged gate-checked bags cannot be reported online; call the Baggage Recovery Center.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"}},{"do":"File the lost bag claim with a detailed contents list, receipts and a photo ID within 45 days of arrival (21 days if international).","channel":{"id":"lost-bag-claim","type":"web_form","label":"Lost bag claim","value":"https://www.united.com/en/US/claimform/login?claimType=LOSS","purposes":["lost_baggage"],"notes":"For a bag reported delayed and missing more than 5 days. Needs the file reference number ending in M and last name; describe the contents and add receipts and a photo ID.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"}},{"do":"Ask for the checked bag fee back.","channel":{"id":"refund-form","type":"web_form","label":"Refund form (tickets, bag fees, Wi-Fi and other purchases)","value":"https://www.united.com/en/us/refunds","purposes":["flight_cancellation","refund_request","ancillary_fee_refund"],"access":"open","notes":"Up to 15 items per request. Add the trip or enter receipt details by hand; give an email address for the reply. A Check status tab is on the same page. Signing in to MileagePlus is optional. For reimbursement of expenses after a disruption, use the Customer Care form.","source":"https://www.united.com/en/us/refunds","last_verified":"2026-10-12"}},{"do":"Check the claim status on the bag help page, or call the Baggage Recovery Center.","channel":{"id":"baggage-recovery-phone","type":"phone","label":"Baggage Recovery Center","value":"+1-800-335-2247","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Toll free from the U.S. and Canada; English and Spanish only. The bag help page lists the international number as both 1-281-821-3526 and 1-281-821-3525, so it is not recorded here. You can also text BAGS to 32050.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"}},{"do":"If United does not respond, file a complaint with the U.S. DOT.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}}],"channels":[{"id":"bag-help","type":"portal","label":"Bag help (delayed, lost, damaged bags, missing items, claim status)","value":"https://www.united.com/en/us/baggage/bag-help","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"open","notes":"Each tab gives the report and claim deadlines. The Claim status tab checks interim expense, lost bag, damaged bag and missing item claims.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"delayed-bag-report","type":"web_form","label":"Report a delayed bag online (schedule pickup or free delivery)","value":"https://www.united.com/en/US/bagdelivery/start","purposes":["delayed_baggage","lost_baggage"],"notes":"Needs the confirmation number and last name. Green-tagged gate-checked bags cannot be reported online; call the Baggage Recovery Center.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"baggage-recovery-phone","type":"phone","label":"Baggage Recovery Center","value":"+1-800-335-2247","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Toll free from the U.S. and Canada; English and Spanish only. The bag help page lists the international number as both 1-281-821-3526 and 1-281-821-3525, so it is not recorded here. You can also text BAGS to 32050.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"},{"id":"lost-bag-claim","type":"web_form","label":"Lost bag claim","value":"https://www.united.com/en/US/claimform/login?claimType=LOSS","purposes":["lost_baggage"],"notes":"For a bag reported delayed and missing more than 5 days. Needs the file reference number ending in M and last name; describe the contents and add receipts and a photo ID.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"missing-items-claim","type":"web_form","label":"Missing items claim (items missing from a checked bag)","value":"https://www.united.com/en/US/claimform/login?claimType=PILFERAGE","purposes":["damaged_baggage","lost_baggage"],"notes":"Needs the file reference number ending in P (for example ORD12345P) and last name.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"assistive-device-desk","type":"phone","label":"Assistive Device Desk (wheelchairs and assistive devices; toll free within the U.S. and Canada)","value":"+1-866-261-2395","purposes":["accessibility","damaged_baggage","lost_baggage","delayed_baggage"],"notes":"Worldwide 281-553-2395; email AssistedDevice@united.com. For a lost, damaged or delayed wheelchair or scooter, and for damage that could not be reported at the airport on arrival.","source":"https://www.united.com/en/us/fly/travel/accessibility-and-assistance/wheelchair-assistance.html","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"If all ticketed segments are within the U.S.A., United's liability for checked baggage is limited to USD 4,700 per ticketed passenger unless a higher value was declared in advance and additional charges paid. The passenger must document and prove the actual value of the loss.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"limit","claim":"For international carriage under the Warsaw or Montreal Convention, Rule 28 limits liability to 1,519 SDR per passenger for destruction, loss, damage or delay of baggage.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The bag help page says the maximum reimbursement for a lost bag is $4,700 for flights in the U.S. and $2,000 for international flights, and interim expenses already reimbursed are deducted. United searches for about 21 days after a lost bag claim.","issues":["lost_baggage"],"source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage says United will reimburse passengers for any fee charged to transport bags that are lost.","issues":["lost_baggage","ancillary_fee_refund"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":10,"points":[{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the carrier admits the loss of checked baggage, or the bag has not arrived 21 days after the date it ought to have arrived, the passenger may enforce the rights that flow from the contract of carriage (Article 17(3)).","issues":["lost_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service, English (1-800-UNITED-1)","value":"+1-800-864-8331","hours":"24 hours daily","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","ancillary_fee_refund"],"notes":"For calls from the U.S. and Canada. Spanish +1-800-426-5561, 24 hours daily. Booking a ticket by phone has a $25 fee.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Customer Care form (complaints, feedback, reimbursement of disruption expenses)","value":"https://www.united.com/en/us/customer-care","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","accessibility"],"access":"open","notes":"Sign in to MileagePlus or select Continue as guest. A path without a confirmation or ticket number is offered. The Contract of Carriage (Rule 29) gives the address www.united.com/en/us/customercare, which redirects here. The refund page says to use this form, not the refund form, for reimbursement of expenses or compensation for a flight disruption. A third party who complains for a customer must attach a signed letter or power of attorney.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund United owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage claim forms need the file reference number from the bag report and the passenger's last name. The online delayed-bag report and the bag tracker need the confirmation number and last name.","Interim expense and damaged bag claims ask for a photo ID upload.","A third party filing a Customer Care complaint must attach the customer's signed authorization or a power of attorney."],"security":{"official_domains":["united.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB reported (June 2024) a consumer who bought discounted United Airlines tickets through a third-party seller, which then called to say the flight was cancelled and asked $80 extra to rebook on Southwest. United had not cancelled any flight, and the airlines were unaware of the purchase.","source":"https://www.bbb.org/article/scams/20149-scam-alert-airfare-con-bills-victims-for-canceled-tickets","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":56,"reference":2,"other":1},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 59 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked by loading united.com pages on 2026-10-12; the Contract of Carriage was revised September 30, 2026. United's pages disagree in two places. The bag help page lists the international Baggage Recovery Center number as both 1-281-821-3526 and 1-281-821-3525, and its liability FAQ gives 1,288 SDR for Montreal Convention travel where the Contract of Carriage gives 1,519 SDR. For wheelchairs and assistive devices, the Contract of Carriage says the notice and claim requirements apply, while the wheelchair page says they do not; follow the stricter Contract of Carriage. The old refund URL https://www.united.com/ual/en/IL/customer/refund was replaced by the U.S. form.","warnings":[]},"damaged_baggage":{"company":{"id":"united-airlines","name":"United Airlines","sector":"airline","website":"https://www.united.com","account_url":null},"issue":{"id":"damaged_baggage","name":"Damaged bag"},"playbook_source":"company","summary":"Report damage at the Baggage Service Office before leaving, or within 24 hours of arrival (7 days if international); then follow the agent's instructions to claim.","evidence":["photos of the damage","bag tag","file reference number ending in A or D","repair estimate or receipts","photo ID"],"steps":[{"do":"At the airport, report the damage at the Baggage Service Office before you leave. Ask if a replacement bag is available."},{"do":"If you find the damage after leaving the airport, report it by text (BAGS to 32050), chat or phone within 24 hours of arrival (7 days if international). Keep the file reference number ending in A or D.","channel":{"id":"baggage-recovery-phone","type":"phone","label":"Baggage Recovery Center","value":"+1-800-335-2247","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Toll free from the U.S. and Canada; English and Spanish only. The bag help page lists the international number as both 1-281-821-3526 and 1-281-821-3525, so it is not recorded here. You can also text BAGS to 32050.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"}},{"do":"If the agent directs you to rynnsluggage.com for repair or replacement, submit that claim within 14 days of the damage report."},{"do":"If the agent directs you to claim with United, submit the damaged bag claim within 45 days of arrival (21 days if international).","channel":{"id":"damaged-bag-claim","type":"web_form","label":"Damaged bag claim","value":"https://www.united.com/en/US/claimform/login?claimType=DAMAGE","purposes":["damaged_baggage"],"notes":"Needs the file reference number ending in D (for example ORD12345D) and last name, a photo ID and receipts. Use it only if the agent directs you to claim with United; otherwise the agent may direct you to rynnsluggage.com for repair or replacement.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"}},{"do":"For items missing from the bag, file the missing items claim (report within 24 hours of arrival, 7 days if international).","channel":{"id":"missing-items-claim","type":"web_form","label":"Missing items claim (items missing from a checked bag)","value":"https://www.united.com/en/US/claimform/login?claimType=PILFERAGE","purposes":["damaged_baggage","lost_baggage"],"notes":"Needs the file reference number ending in P (for example ORD12345P) and last name.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"}},{"do":"For a damaged wheelchair or assistive device that you could not report on arrival, contact the Assistive Device Desk.","channel":{"id":"assistive-device-desk","type":"phone","label":"Assistive Device Desk (wheelchairs and assistive devices; toll free within the U.S. and Canada)","value":"+1-866-261-2395","purposes":["accessibility","damaged_baggage","lost_baggage","delayed_baggage"],"notes":"Worldwide 281-553-2395; email AssistedDevice@united.com. For a lost, damaged or delayed wheelchair or scooter, and for damage that could not be reported at the airport on arrival.","source":"https://www.united.com/en/us/fly/travel/accessibility-and-assistance/wheelchair-assistance.html","last_verified":"2026-10-12"}},{"do":"Damage caused during TSA screening is claimed with TSA, not United.","regulator":{"id":"tsa","name":"Transportation Security Administration","level":"federal","when_to_use":"Use for property lost or damaged, or an injury, during TSA security screening, and for complaints about screening or TSA staff. A bag the airline lost or delayed is the airline's claim, not TSA's.","channels":[{"id":"claim-package","type":"web_form","label":"TSA claim package (SF-95 tort claim forms)","value":"https://www.tsa.gov/sites/default/files/omb-approved-sf95cover_package.pdf","purposes":["damaged_baggage"],"notes":"Printable PDF package. Sign the forms and send them by mail or fax as the package instructs. A signature is required, so the claimant must complete it.","source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"id":"claims-email","type":"email","label":"TSA Claims Office email","value":"TSAClaimsOffice@tsa.dhs.gov","source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"id":"claim-status","type":"web_form","label":"Check claim status","value":"https://apps.tsa.dhs.gov/cmsstatus/","notes":"Needs the control number from TSA's acknowledgment letter.","source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"id":"complaint-form","type":"web_form","label":"TSA complaint form (screening, customer service, missing or damaged items, civil rights, TSA Cares, PreCheck)","value":"https://www.tsa.gov/contact-center/form/complaints","purposes":["damaged_baggage","accessibility"],"notes":"The filer declares under penalty of perjury that the complaint is true, so the traveler must confirm it.","source":"https://www.usa.gov/travel-complaints","last_verified":"2026-10-12"},{"id":"contact-center","type":"phone","label":"TSA Contact Center","value":"+1-866-289-9673","hours":"Representatives 8 a.m. to 11 p.m. ET weekdays; 9 a.m. to 8 p.m. ET weekends and holidays. Automated information anytime.","source":"https://www.tsa.gov/contact/customer-service","last_verified":"2026-10-12"},{"id":"asktsa-text","type":"sms","label":"AskTSA by text (text \"Travel\" to 275-872)","value":"275872","hours":"Live assistance 8 a.m. to 6 p.m. ET","source":"https://www.tsa.gov/contact/customer-service","last_verified":"2026-10-12"},{"id":"tsa-cares","type":"web_form","label":"TSA Cares (request screening assistance)","value":"https://www.tsa.gov/contact-center/form/cares","purposes":["accessibility"],"notes":"TSA Cares phone requests go to the TSA Contact Center number.","source":"https://www.tsa.gov/travel/tsa-cares","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Send the claim to TSA in writing, stating the circumstances and the exact amount you claim, within two (2) years of the incident.","issues":["damaged_baggage"],"source":"https://www.tsa.gov/sites/default/files/omb-approved-sf95cover_package.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"The claim must include proof of the loss or damage and evidence of TSA negligence. If the airline caused it, file with the airline instead.","issues":["damaged_baggage"],"source":"https://www.tsa.gov/sites/default/files/omb-approved-sf95cover_package.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"TSA sends an acknowledgment letter with a control number four to six weeks after submission. Allow up to six months for the investigation; claims that need a law enforcement investigation can take longer.","issues":["damaged_baggage"],"source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"kind":"process","claim":"If TSA denies the claim or does not resolve it within six months of the date it was properly presented, you may sue in U.S. District Court. The Federal Tort Claims Act governs the claim.","issues":["damaged_baggage"],"source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"kind":"process","claim":"At some airports, private companies do the screening. Check TSA's External Claims list on the claims page before filing.","source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"kind":"process","claim":"Claims are often denied when TSA officers did not open the bag for physical inspection.","issues":["damaged_baggage"],"source":"https://www.tsa.gov/travel/passenger-support/claims","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A civil rights complaint must be filed within 180 days of the alleged discrimination.","source":"https://www.tsa.gov/contact-center/form/complaints","last_verified":"2026-10-12"}],"notes":"Lost or missing checked baggage goes to the airline. Items left at a checkpoint: https://www.tsa.gov/contact/lost-and-found. The claim package PDF was last modified 2025-05-16. TSA's claim mailing address and fax number are in the PDF form images and were not extracted."}}],"channels":[{"id":"bag-help","type":"portal","label":"Bag help (delayed, lost, damaged bags, missing items, claim status)","value":"https://www.united.com/en/us/baggage/bag-help","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"access":"open","notes":"Each tab gives the report and claim deadlines. The Claim status tab checks interim expense, lost bag, damaged bag and missing item claims.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"baggage-recovery-phone","type":"phone","label":"Baggage Recovery Center","value":"+1-800-335-2247","purposes":["delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Toll free from the U.S. and Canada; English and Spanish only. The bag help page lists the international number as both 1-281-821-3526 and 1-281-821-3525, so it is not recorded here. You can also text BAGS to 32050.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"},{"id":"damaged-bag-claim","type":"web_form","label":"Damaged bag claim","value":"https://www.united.com/en/US/claimform/login?claimType=DAMAGE","purposes":["damaged_baggage"],"notes":"Needs the file reference number ending in D (for example ORD12345D) and last name, a photo ID and receipts. Use it only if the agent directs you to claim with United; otherwise the agent may direct you to rynnsluggage.com for repair or replacement.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"missing-items-claim","type":"web_form","label":"Missing items claim (items missing from a checked bag)","value":"https://www.united.com/en/US/claimform/login?claimType=PILFERAGE","purposes":["damaged_baggage","lost_baggage"],"notes":"Needs the file reference number ending in P (for example ORD12345P) and last name.","source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"id":"assistive-device-desk","type":"phone","label":"Assistive Device Desk (wheelchairs and assistive devices; toll free within the U.S. and Canada)","value":"+1-866-261-2395","purposes":["accessibility","damaged_baggage","lost_baggage","delayed_baggage"],"notes":"Worldwide 281-553-2395; email AssistedDevice@united.com. For a lost, damaged or delayed wheelchair or scooter, and for damage that could not be reported at the airport on arrival.","source":"https://www.united.com/en/us/fly/travel/accessibility-and-assistance/wheelchair-assistance.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"United's bag help page says to report damaged bags within 24 hours of arrival for travel in the U.S., Guam, Puerto Rico or the U.S. Virgin Islands, and within 7 days for international travel. A claim to United is due within 45 days of arrival (domestic) or 21 days (international); a claim through rynnsluggage.com is due within 14 days of the damage report.","issues":["damaged_baggage"],"source":"https://www.united.com/en/us/baggage/bag-help","last_verified":"2026-10-12"},{"kind":"policy","claim":"United is not liable for damage that does not impair the bag's ability to function, such as minor cuts, scratches, scuffs, dents, punctures, marks or soil from normal handling.","issues":["damaged_baggage"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a lost, damaged or destroyed wheelchair or assistive device, Rule 28 requires a preliminary notice at the airport on arrival; if that is not possible, contact the Assistive Device Desk within 24 hours of arrival for domestic carriage, or within seven calendar days for carriage to or from Canada. For domestic carriage and carriage to or from Canada, the baggage liability limits do not apply to these claims, but the notice and claim requirements do.","issues":["damaged_baggage","accessibility"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":3,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For damage to checked baggage, the passenger must complain to the carrier forthwith after discovering the damage and at the latest within seven days from the date of receipt (Article 31(2)).","issues":["damaged_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under U.S. disability rules, Montreal Convention liability limits apply to mishandled wheelchairs and other assistive devices on international flights.","issues":["accessibility","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service, English (1-800-UNITED-1)","value":"+1-800-864-8331","hours":"24 hours daily","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","ancillary_fee_refund"],"notes":"For calls from the U.S. and Canada. Spanish +1-800-426-5561, 24 hours daily. Booking a ticket by phone has a $25 fee.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Customer Care form (complaints, feedback, reimbursement of disruption expenses)","value":"https://www.united.com/en/us/customer-care","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","accessibility"],"access":"open","notes":"Sign in to MileagePlus or select Continue as guest. A path without a confirmation or ticket number is offered. The Contract of Carriage (Rule 29) gives the address www.united.com/en/us/customercare, which redirects here. The refund page says to use this form, not the refund form, for reimbursement of expenses or compensation for a flight disruption. A third party who complains for a customer must attach a signed letter or power of attorney.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund United owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage claim forms need the file reference number from the bag report and the passenger's last name. The online delayed-bag report and the bag tracker need the confirmation number and last name.","Interim expense and damaged bag claims ask for a photo ID upload.","A third party filing a Customer Care complaint must attach the customer's signed authorization or a power of attorney."],"security":{"official_domains":["united.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB reported (June 2024) a consumer who bought discounted United Airlines tickets through a third-party seller, which then called to say the flight was cancelled and asked $80 extra to rebook on Southwest. United had not cancelled any flight, and the airlines were unaware of the purchase.","source":"https://www.bbb.org/article/scams/20149-scam-alert-airfare-con-bills-victims-for-canceled-tickets","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":56,"reference":2,"other":1},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 59 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked by loading united.com pages on 2026-10-12; the Contract of Carriage was revised September 30, 2026. United's pages disagree in two places. The bag help page lists the international Baggage Recovery Center number as both 1-281-821-3526 and 1-281-821-3525, and its liability FAQ gives 1,288 SDR for Montreal Convention travel where the Contract of Carriage gives 1,519 SDR. For wheelchairs and assistive devices, the Contract of Carriage says the notice and claim requirements apply, while the wheelchair page says they do not; follow the stricter Contract of Carriage. The old refund URL https://www.united.com/ual/en/IL/customer/refund was replaced by the U.S. form.","warnings":[]},"denied_boarding":{"company":{"id":"united-airlines","name":"United Airlines","sector":"airline","website":"https://www.united.com","account_url":null},"issue":{"id":"denied_boarding","name":"Bumped or denied boarding"},"playbook_source":"company","summary":"If bumped involuntarily on a domestic flight, Rule 25 pays 200% or 400% of the fare, capped at $1,075 or $2,150.","evidence":["boarding pass","written denied-boarding notice","arrival time of the new flight"],"steps":[{"do":"Ask for the written statement of denied boarding compensation and payment by check."},{"do":"If not paid, complain in writing through the Customer Care form.","channel":{"id":"customer-care-form","type":"web_form","label":"Customer Care form (complaints, feedback, reimbursement of disruption expenses)","value":"https://www.united.com/en/us/customer-care","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","accessibility"],"access":"open","notes":"Sign in to MileagePlus or select Continue as guest. A path without a confirmation or ticket number is offered. The Contract of Carriage (Rule 29) gives the address www.united.com/en/us/customercare, which redirects here. The refund page says to use this form, not the refund form, for reimbursement of expenses or compensation for a flight disruption. A third party who complains for a customer must attach a signed letter or power of attorney.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"}},{"do":"If United still does not pay, file with the U.S. DOT.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service, English (1-800-UNITED-1)","value":"+1-800-864-8331","hours":"24 hours daily","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","ancillary_fee_refund"],"notes":"For calls from the U.S. and Canada. Spanish +1-800-426-5561, 24 hours daily. Booking a ticket by phone has a $25 fee.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Customer Care form (complaints, feedback, reimbursement of disruption expenses)","value":"https://www.united.com/en/us/customer-care","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","accessibility"],"access":"open","notes":"Sign in to MileagePlus or select Continue as guest. A path without a confirmation or ticket number is offered. The Contract of Carriage (Rule 29) gives the address www.united.com/en/us/customercare, which redirects here. The refund page says to use this form, not the refund form, for reimbursement of expenses or compensation for a flight disruption. A third party who complains for a customer must attach a signed letter or power of attorney.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"},{"id":"customer-care-mail","type":"mail","label":"Customer Care by mail (Contract of Carriage Rule 29)","value":"Customer Care – NHCCR, United Airlines, Inc., 900 Grand Plaza Dr., Houston, TX 77067-4323","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"Contract of Carriage Rule 25 pays involuntarily bumped domestic passengers 200% of the fare (maximum 1,075 USD) if the alternate arrives more than one but less than two hours late, and 400% (maximum 2,150 USD) if later. No compensation is owed if the alternate is planned to arrive not later than 60 minutes after the original arrival time.","issues":["denied_boarding"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-denied-boarding","title":"DOT oversales and denied boarding compensation","citation":"14 CFR part 250 (limits revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"When an airline involuntarily bumps a passenger with a confirmed reservation from an oversold flight that departs from a U.S. airport, it must pay compensation in cash or check on the spot: 200% of the one-way fare up to $1,075, or 400% up to $2,150, depending on how late the passenger arrives on the alternate transportation. It must also give a written statement of these rights.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Part 250 applies to scheduled flight segments using an aircraft with a designed capacity of 30 or more passenger seats, in interstate transportation and on nonstop foreign segments that originate at a point within the United States.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.2","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Domestic: no compensation is required if alternate transportation is planned to arrive within one hour of the original arrival time. If it arrives more than one hour but less than two hours late, compensation is at least 200 percent of the fare to the destination or first stopover, or $1,075, whichever is lower. If the carrier does not offer alternate transportation planned to arrive less than two hours late, compensation is at least 400 percent of that fare, or $2,150, whichever is lower.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"compensation","claim":"International flights from a U.S. airport: no compensation if the alternate transportation arrives within one hour; 200 percent of the fare or $1,075, whichever is lower, if it arrives more than one hour but less than four hours late; 400 percent of the fare or $2,150, whichever is lower, if the carrier does not offer alternate transportation planned to arrive less than four hours late.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The carrier must pay in cash or an immediately negotiable check on the day and at the place the denied boarding occurs. If the alternate transportation leaves before payment can be prepared, the carrier must send payment within 24 hours after the denied boarding.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.8","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier may offer free or reduced-rate travel instead of cash only if its value is at least the cash amount owed, and it must tell the passenger the cash amount, that the passenger may decline the travel offer and take cash, and all material restrictions before the passenger accepts.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund unused fees for optional services (for example a seat or bag fee) paid by a passenger who is voluntarily or involuntarily denied boarding, unless the service is provided on the alternate transportation.","issues":["denied_boarding","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"No compensation is owed if the passenger did not comply with the carrier's ticketing, check-in and reconfirmation rules; if a smaller aircraft was substituted for operational or safety reasons (or, on aircraft with 60 or fewer seats, weight or balance limits applied); if the passenger was seated in a different section at no extra charge; or if the carrier arranged transportation planned to arrive no later than one hour after the original planned arrival.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.6","last_verified":"2026-10-12"},{"kind":"process","claim":"Immediately after an involuntary denied boarding, the carrier must give the passenger a written statement that explains the boarding priority rules, the compensation amounts, and the passenger's right to decline compensation and pursue damages another way.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.9","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limits from $775 and $1,550 to $1,075 and $2,150 by a rule effective January 22, 2025, and did not enforce the new limits until March 20, 2025.","issues":["denied_boarding"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service, English (1-800-UNITED-1)","value":"+1-800-864-8331","hours":"24 hours daily","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","ancillary_fee_refund"],"notes":"For calls from the U.S. and Canada. Spanish +1-800-426-5561, 24 hours daily. Booking a ticket by phone has a $25 fee.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Customer Care form (complaints, feedback, reimbursement of disruption expenses)","value":"https://www.united.com/en/us/customer-care","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","accessibility"],"access":"open","notes":"Sign in to MileagePlus or select Continue as guest. A path without a confirmation or ticket number is offered. The Contract of Carriage (Rule 29) gives the address www.united.com/en/us/customercare, which redirects here. The refund page says to use this form, not the refund form, for reimbursement of expenses or compensation for a flight disruption. A third party who complains for a customer must attach a signed letter or power of attorney.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund United owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage claim forms need the file reference number from the bag report and the passenger's last name. The online delayed-bag report and the bag tracker need the confirmation number and last name.","Interim expense and damaged bag claims ask for a photo ID upload.","A third party filing a Customer Care complaint must attach the customer's signed authorization or a power of attorney."],"security":{"official_domains":["united.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB reported (June 2024) a consumer who bought discounted United Airlines tickets through a third-party seller, which then called to say the flight was cancelled and asked $80 extra to rebook on Southwest. United had not cancelled any flight, and the airlines were unaware of the purchase.","source":"https://www.bbb.org/article/scams/20149-scam-alert-airfare-con-bills-victims-for-canceled-tickets","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":56,"reference":2,"other":1},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 59 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked by loading united.com pages on 2026-10-12; the Contract of Carriage was revised September 30, 2026. United's pages disagree in two places. The bag help page lists the international Baggage Recovery Center number as both 1-281-821-3526 and 1-281-821-3525, and its liability FAQ gives 1,288 SDR for Montreal Convention travel where the Contract of Carriage gives 1,519 SDR. For wheelchairs and assistive devices, the Contract of Carriage says the notice and claim requirements apply, while the wheelchair page says they do not; follow the stricter Contract of Carriage. The old refund URL https://www.united.com/ual/en/IL/customer/refund was replaced by the U.S. form.","warnings":[]},"ancillary_fee_refund":{"company":{"id":"united-airlines","name":"United Airlines","sector":"airline","website":"https://www.united.com","account_url":null},"issue":{"id":"ancillary_fee_refund","name":"Paid extra and did not get it"},"playbook_source":"company","summary":"Request refunds of unused fees (bags, seats, Premier Access, Wi-Fi) within 90 days of payment or the flight date.","evidence":["fee receipt","confirmation number","cancellation or schedule-change notice"],"steps":[{"do":"Submit the refund form for the fee, selecting the purchase or entering the receipt details.","channel":{"id":"refund-form","type":"web_form","label":"Refund form (tickets, bag fees, Wi-Fi and other purchases)","value":"https://www.united.com/en/us/refunds","purposes":["flight_cancellation","refund_request","ancillary_fee_refund"],"access":"open","notes":"Up to 15 items per request. Add the trip or enter receipt details by hand; give an email address for the reply. A Check status tab is on the same page. Signing in to MileagePlus is optional. For reimbursement of expenses after a disruption, use the Customer Care form.","source":"https://www.united.com/en/us/refunds","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service, English (1-800-UNITED-1)","value":"+1-800-864-8331","hours":"24 hours daily","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","ancillary_fee_refund"],"notes":"For calls from the U.S. and Canada. Spanish +1-800-426-5561, 24 hours daily. Booking a ticket by phone has a $25 fee.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Refund form (tickets, bag fees, Wi-Fi and other purchases)","value":"https://www.united.com/en/us/refunds","purposes":["flight_cancellation","refund_request","ancillary_fee_refund"],"access":"open","notes":"Up to 15 items per request. Add the trip or enter receipt details by hand; give an email address for the reply. A Check status tab is on the same page. Signing in to MileagePlus is optional. For reimbursement of expenses after a disruption, use the Customer Care form.","source":"https://www.united.com/en/us/refunds","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Passengers eligible for a refund of a fee for an ancillary service that was not provided must request it within 90 days of the date the fee was originally paid or the flight date, whichever is later.","issues":["ancillary_fee_refund"],"source":"https://www.united.com/en/us/fly/contract-of-carriage.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The refund page says Wi-Fi provided by Panasonic, Thales or Viasat is refunded through the United form; for Wi-Fi from the other providers the page names (\"Intelstat or Gogo\"), contact that provider. United subscriptions are nonrefundable, with partial refunds for Wi-Fi and Economy Plus subscribers after a service disruption.","issues":["ancillary_fee_refund"],"source":"https://www.united.com/en/us/refunds","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"deadline","claim":"A \"prompt refund\" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must give a prompt and automatic refund of any ancillary service fee (for example Wi-Fi or a seat) when the service was not provided through no fault of the consumer. If the service failed for only some passengers, the obligation starts when the affected passenger notifies the carrier and the carrier confirms it.","issues":["ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.4","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-ancillary-fee-disclosure","title":"DOT 2024 airline ancillary fee transparency rule (vacated)","citation":"89 FR 34620 (April 30, 2024), \"Enhancing Transparency of Airline Ancillary Service Fees\"; current rules at 14 CFR 399.84 and 399.85","jurisdiction":"us-federal","status":"vacated","summary":"DOT's 2024 rule requiring airlines and ticket agents to show passenger-specific bag and change or cancellation fees before purchase never took effect. The Fifth Circuit stayed it in July 2024 and, sitting en banc, vacated it on February 3, 2026. Do not cite it. Effective July 2, 2026, DOT restored the older 2011 baggage fee disclosure rules in 14 CFR 399.85, which remain in force.","source":"https://www.federalregister.gov/documents/2026/07/02/2026-13450/increasing-flexibility-on-disclosure-of-airline-ancillary-fees","last_verified":"2026-10-12","status_note":"Vacated. A Fifth Circuit panel stayed the 2024 rule on July 29, 2024 (110 F.4th 672); the en banc Fifth Circuit vacated it on February 3, 2026 (166 F.4th 487). DOT's final rule of July 2, 2026 (91 FR 40368, effective July 2, 2026, issued without notice and comment) removed the 2024 text and restored the 2011 standards in 14 CFR 399.84 and 399.85. The restored 399.85 baggage and optional-fee disclosures are in force.","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service, English (1-800-UNITED-1)","value":"+1-800-864-8331","hours":"24 hours daily","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","ancillary_fee_refund"],"notes":"For calls from the U.S. and Canada. Spanish +1-800-426-5561, 24 hours daily. Booking a ticket by phone has a $25 fee.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Customer Care form (complaints, feedback, reimbursement of disruption expenses)","value":"https://www.united.com/en/us/customer-care","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","accessibility"],"access":"open","notes":"Sign in to MileagePlus or select Continue as guest. A path without a confirmation or ticket number is offered. The Contract of Carriage (Rule 29) gives the address www.united.com/en/us/customercare, which redirects here. The refund page says to use this form, not the refund form, for reimbursement of expenses or compensation for a flight disruption. A third party who complains for a customer must attach a signed letter or power of attorney.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund United owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The baggage claim forms need the file reference number from the bag report and the passenger's last name. The online delayed-bag report and the bag tracker need the confirmation number and last name.","Interim expense and damaged bag claims ask for a photo ID upload.","A third party filing a Customer Care complaint must attach the customer's signed authorization or a power of attorney."],"security":{"official_domains":["united.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB reported (June 2024) a consumer who bought discounted United Airlines tickets through a third-party seller, which then called to say the flight was cancelled and asked $80 extra to rebook on Southwest. United had not cancelled any flight, and the airlines were unaware of the purchase.","source":"https://www.bbb.org/article/scams/20149-scam-alert-airfare-con-bills-victims-for-canceled-tickets","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":56,"reference":2,"other":1},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 59 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked by loading united.com pages on 2026-10-12; the Contract of Carriage was revised September 30, 2026. United's pages disagree in two places. The bag help page lists the international Baggage Recovery Center number as both 1-281-821-3526 and 1-281-821-3525, and its liability FAQ gives 1,288 SDR for Montreal Convention travel where the Contract of Carriage gives 1,519 SDR. For wheelchairs and assistive devices, the Contract of Carriage says the notice and claim requirements apply, while the wheelchair page says they do not; follow the stricter Contract of Carriage. The old refund URL https://www.united.com/ual/en/IL/customer/refund was replaced by the U.S. form.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service, English (1-800-UNITED-1)","value":"+1-800-864-8331","hours":"24 hours daily","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","ancillary_fee_refund"],"notes":"For calls from the U.S. and Canada. Spanish +1-800-426-5561, 24 hours daily. Booking a ticket by phone has a $25 fee.","source":"https://www.united.com/en/us/fly/help/contact-reservations.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Customer Care form (complaints, feedback, reimbursement of disruption expenses)","value":"https://www.united.com/en/us/customer-care","purposes":["poor_service","flight_cancellation","flight_delay","denied_boarding","accessibility"],"access":"open","notes":"Sign in to MileagePlus or select Continue as guest. A path without a confirmation or ticket number is offered. The Contract of Carriage (Rule 29) gives the address www.united.com/en/us/customercare, which redirects here. The refund page says to use this form, not the refund form, for reimbursement of expenses or compensation for a flight disruption. A third party who complains for a customer must attach a signed letter or power of attorney.","source":"https://www.united.com/en/us/fly/help-center.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund United owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"security":{"official_domains":["united.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB reported (June 2024) a consumer who bought discounted United Airlines tickets through a third-party seller, which then called to say the flight was cancelled and asked $80 extra to rebook on Southwest. United had not cancelled any flight, and the airlines were unaware of the purchase.","source":"https://www.bbb.org/article/scams/20149-scam-alert-airfare-con-bills-victims-for-canceled-tickets","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.949,"sources":{"primary":56,"reference":2,"other":1},"verified_from":{"page":38},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 95% of 59 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"United Airlines — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/united-airlines.md","markdown":"## In short\n\nUnited separates money into two routes: the refund form for tickets, bag fees and paid extras, and the Customer Care form for complaints and reimbursement of disruption expenses. Using the wrong one slows things down. For a cancelled or significantly changed flight you can choose a refund to your card over a travel certificate. If United does not resolve a written complaint, file with the U.S. DOT. Bag claims depend on a report made within 24 hours (domestic) and a file reference number.\n\n## How complaints actually go\n\n- The refund form handles tickets, bag fees, Wi-Fi and other purchases. United says to allow up to seven business days for a credit card refund and up to 20 days for other payment types, and that refunds go to the original form of payment unless you ask for an electronic travel certificate. [United: refunds](https://www.united.com/en/us/refunds)\n- Complaints, feedback and reimbursement of expenses after a disruption go through the Customer Care form; the refund page says not to use the refund form for these. [United: Customer Care](https://www.united.com/en/us/customer-care)\n- United's Contract of Carriage (revised September 30, 2026) says a complaint filed by a third party must include a signed letter from the customer or a power of attorney, or United will not reply. [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html)\n- Delayed, lost and damaged bags run through a bag report, then claim forms that need the file reference number and last name. United says to report delayed bags within 24 hours of arrival in the U.S. and to claim reimbursement within 45 days (domestic) or 21 days (international). [United: bag help](https://www.united.com/en/us/baggage/bag-help)\n- If United does not resolve the complaint, DOT directs United to respond to you directly and to send DOT a copy. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n\n## What tends to work\n\n- For a cancellation or significant change, ask for the refund through the refund form rather than accepting a certificate; the refund rule requires a refund if you decline the alternatives (rule `dot-refunds-rule`). [14 CFR 260.6](https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6)\n- United refunds bag fees automatically when a bag is delayed more than 12 hours on a domestic flight, 15 hours on an international flight under 12 hours, or 30 hours on a longer one. Check the card statement before you file. [United: bag help](https://www.united.com/en/us/baggage/bag-help)\n- Keep dated receipts. United covers reasonable and necessary clothing and toiletries while a bag is delayed and you are away from home, and needs receipts showing items and costs. [United: bag help](https://www.united.com/en/us/baggage/bag-help)\n- For a delay United caused, ask at the airport for what its customer service plan promises, such as meal vouchers; DOT says airlines must follow their plans and will hold them accountable. [DOT Airline Cancellation and Delay Dashboard](https://www.transportation.gov/airconsumer/airline-cancellation-delay-dashboard)\n\n## Traps and fine print\n\n- Contract of Carriage Rule 24 says that after a schedule change United may rebook you, reroute you on another carrier only if all United service between the cities is cancelled, or let you apply the ticket value to United travel within one year from the date of issue. [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html)\n- United is not liable to reimburse food bought on your own if it offered meal vouchers and you did not accept them. [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html)\n- Refund requests for paid extras that were not provided must be made within 90 days of the payment date or the flight date, whichever is later. [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html)\n- United does not pay for damage that does not stop a bag from working, such as cuts, scratches, scuffs, dents or marks from normal handling. [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html)\n- United's own pages disagree on two values: the bag help page gives 1,288 SDR for Montreal Convention travel where the Contract of Carriage gives 1,519 SDR, which matches the current treaty limit (rule `montreal-convention-baggage`). [United: bag help](https://www.united.com/en/us/baggage/bag-help), [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html)\n\n## By the numbers\n\n- July 2026: DOT received 966 complaint cases about United, the second most of any U.S. airline; 278 were about refunds and 241 about flight problems. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- July 2026: United's network arrived on time 72.2% of the time (2nd of 8), cancelled 2.7% of flights, and mishandled 0.80 bags per 100 enplaned, the highest rate among the ranked marketing carriers. [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: United scored 75 out of 100, up from 73 in 2025; the airline industry scored 76. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)\n\n## Scams that target customers\n\n- The BBB reported a traveler who bought discounted United tickets from a third-party seller, then got a call saying the flight was cancelled and asking for $80 more to rebook on another airline. United had not cancelled the flight. [BBB scam alert](https://www.bbb.org/article/scams/20149-scam-alert-airfare-con-bills-victims-for-canceled-tickets)\n- The FTC warns of fake airline customer service accounts on social media during disruptions. Contact United through its own app, website, chat or phone number. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n- United's official text channel is the short code 32050 (text UNITED), listed in its Help Center. [United: Help Center](https://www.united.com/en/us/fly/help-center.html)\n"},"guide":{"key":"airline","title":"Airlines — how complaints work","last_verified":"2026-10-12","file":"guides/airline.md","page":"https://escalate.alexgaoth.com/#/guides/airline"}}