United flight disrupted: credit or refund?

Quick answer

United's refund page says: "If your flight is disrupted and you choose not to travel, you can request a full refund to your original payment method." It also says: "if you accept our rebooking options, like traveling on a delayed or rescheduled flight, you won't be entitled to a refund."

The DOT rule (Federal Register, Apr 26, 2024) says it "is requiring automatic refunds to consumers when a U.S. air carrier or a foreign air carrier cancels or makes a significant change to a scheduled flight to, from, or within the United States and the consumer is not offered or rejects alternative transportation and travel credits, vouchers, or other compensation."

DOT's refunds page says: "If you reject the offer or if you do not respond to the offer, a refund must be issued to you automatically without you having to make a request."

Our suggestion: if you want your money back, don't accept a travel credit or voucher either, only the refund. If no refund shows up, request one through the form linked from United's refund-policy page.

What United counts as "disrupted" (from United's refund-policy page)

• Your flight is canceled.
• A domestic flight is delayed or rescheduled by 3 hours or more, or an international flight by 6 hours or more.
• You're moved to a lower service class.
• Your departure or arrival airport changes, or extra stops are added compared with your original itinerary.
• For customers with disabilities and their companions, also: a change to the connecting airport, or an aircraft change that leaves fewer accessibility features.

Steps

1. Check whether your disruption is on United's list above. Our suggestion: write down the original and new times, and screenshot the change notice.
2. Want cash back? Don't accept the new flight or a credit United says accepting a rebooking means "you won't be entitled to a refund." Our suggestion: if you want to ask for a refund, don't accept the alternative flight.
3. Changing your plans instead? United says that "If you change your plans because of a flight disruption, we'll waive any change fees, even if your trip doesn't normally qualify."
4. Stuck in a connecting city? United: "If you're stuck in a connecting city with no available flights, you can return to your starting point for a refund."
5. No refund showing up? Request it Use the refund request form linked from United's refund-policy page (it also has a "Check refund status" section). United: "Cancel a flight in My Trips within 24 hours of booking it directly with United for a full refund. For all other refunds complete the refund request form. Refunds are subject to final approval by our refund team."
6. Booked through a travel agency or another airline? United: "Refund requests for tickets issued by a travel agency should be sent to the agency," and "Refund requests for tickets issued by a partner airline should be sent to the airline you bought your ticket through."
7. Paid for extras you didn't get? United: "If you paid for services like preferred seating or inflight Wi-Fi and didn't receive them, you can get a refund for those services."
8. Our suggestion: keep a dated record: screenshots of the disruption, your refund request confirmation, and every reply.

Official routes only

• Our suggestion: use links from united.com only. Search results and social media can show phone numbers that aren't United's.
• United's Help Center lists a text option under "Text an agent": text "UNITED" to 32050 (verified 2026-10-17).
• Our suggestion: never share card numbers or passwords with anyone who contacts you first claiming to be United.
• We don't publish a United phone number.

Refund timing: what United and the DOT say

• United's page: "Credit card refunds will be processed within 7 business days of the request. All other refunds will be processed within 20 business days of the request."
• The US DOT final rule (Federal Register, Apr 26, 2024) defines prompt refunds as "within 7 business days … for credit card purchases, and within 20 calendar days … for cash, check, debit card, or other forms of purchases."
• United's page also says: "The specific refund or credit you receive will depend on the type of ticket you purchased and how much of the ticket has been used," and "This policy may vary based on your location."