United Airlines delay, cancellation and baggage claims

Use the channel that matches the remedy

Submitting the wrong request can slow the response. State clearly whether you want the unused fare returned, reimbursement of reasonable expenses, baggage reimbursement or another remedy.

• Customer Care: disruption expenses, compensation requests and complaints
• Refund form: unused transportation, an unprovided service or an involuntary downgrade
• Bag Help: delayed, lost, damaged or missing baggage and claim status

What United commits to for controllable disruptions

The U.S. Department of Transportation dashboard records United commitments for controllable cancellations and significant delays, including free rebooking, rebooking on a partner or another airline with an agreement, meals after specified waits, and hotel and ground transport for qualifying overnight disruptions. The dashboard does not show a United commitment to general cash delay compensation.

When a ticket refund may be due

U.S. rules can require a refund when an airline cancels or significantly changes a flight and the passenger does not accept the alternative transportation or credit offered. United’s refund form also covers some unprovided ancillary services and involuntary downgrades. A refund of unused transportation is separate from an expense or compensation request.

Build the claim record

Continue as a guest if needed in Customer Care, then save the case number. Baggage forms require the file reference created when the issue was first reported.

• Confirmation and ticket numbers
• Original and replacement itineraries
• Operating flight and actual arrival time
• United’s stated disruption reason
• Itemised expense receipts
• Baggage file reference, photographs and purchase evidence

Escalation and route limitations

If United does not resolve a U.S. consumer-protection issue, a complaint can be filed with the DOT after contacting the airline. DOT forwards complaints and uses them for compliance oversight, but it does not generally award individual damages. A United flight departing the EU or UK, or involving Canada, may need a different route-based analysis and escalation body.