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FAQ
FAQ - Restructuring of the levels of award tickets
- Are any members exempt from the co-pay?
The co-pay will be collected from all MileagePlus members who purchase an eligible fare class.
- Can I redeem more miles to reduce the co-pay?
No, the only way you may reduce the co-pay is to purchase a ticket in a higher fare class.
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How much is the co-pay?
The co-pay will be dependent on your origin and destination and the fare that you purchased. See below for a sampling of co-pay ranges for routes originating in the continental U.S. View complete revised upgrade award chart.
The co-pay will be dependent on your origin and destination and the fare that you purchased. See below for a sampling of co-pay ranges for routes originating in the continental U.S. View complete upgrade award chart.
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Ticketed booking class |
Miles required for one-way upgrade |
One-way Co-pay |
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Within the continental U.S. |
C/D |
15,000 |
none |
|
Z |
$100 |
|
Y/B |
5,000 |
none |
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M/E/U/H/Q/V/W/S/T/K/L |
15,000 |
$50 |
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Continental U.S. to/from Hawaii |
C/D |
17,500 |
none |
|
Z |
$500 |
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Y/B |
7,500 |
$0 |
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M/E/U |
17,500 |
$250 |
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H/Q |
$350 |
|
V |
$400 |
|
W |
$450 |
|
S/T/K/L |
$500 |
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Continental U.S. to/from Europe |
C/D |
20,000 |
none |
|
Z |
$500 |
|
Y/B |
10,000 |
$0 |
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M/E/U |
20,000 |
$250 |
|
H/Q |
$350 |
|
V |
$400 |
|
W |
$450 |
|
S/T/K/L |
$500 |
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Continental U.S. to/from Japan, South Asia, North Asia or South America |
C/D |
25,000 |
none |
|
Z |
$500 |
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Y/B |
12,500 |
$0 |
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M/E/U |
25,000 |
$250 |
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H/Q |
$350 |
|
V |
$400 |
|
W |
$450 |
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S/T/K/L |
$500 |
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Continental U.S. to/from Central America or Caribbean |
C/D |
15,000 |
none |
|
Z |
$500 |
|
Y/B |
7,500 |
$0 |
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M/E/U |
15,000 |
$250 |
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H/Q |
$350 |
|
V |
$400 |
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W |
$450 |
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S/T/K/L |
$500 |
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Continental U.S. to/from Australia or Middle East |
C/D |
30,000 |
none |
|
Z |
$500 |
|
Y/B |
15,000 |
$0 |
|
M/E/U |
30,000 |
$250 |
|
H/Q |
$350 |
|
V |
$400 |
|
W |
$450 |
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S/T/K/L |
$500 |
(The chart above is shown as an example and does not include all possible upgrade awards.)
- On United.com I see that there are seats available in first and business class, but I can’t book them for an upgrade – why not?
Availability of upgrade seats depends on demand for full-fare premium cabin tickets. As a result, upgrades may not be available for every flight. Keep in mind that many premium cabin bookings do not occur until a week or two before departure, so upgrades may not become available until as late as the day of departure.
If an upgrade is not available at the time of your request, you will be placed on a waiting list. If upgrade seats become available, they will be assigned based on MileagePlus? status and booking class, so those factors will also affect your likelihood of receiving an upgrade.
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Why are you making this change?
The change will bring United in line with competitive practices and aligns the member benefit with the cost of providing an upgrade. Optimizing the upper cabins enables us to continue to invest in products that our members value, such as the new international United First and United Business travel experience.
To ensure that the upgrades adequately reflect the value of a United First or United Business seat, we are reducing the mileage requirements for many United Mileage Upgrade Awards and will be collecting a co-pay when miles are redeemed to upgrade an Economy ticket. In addition, we are also allowing upgrades from discounted business fares (Z booking class) and collecting a co-pay. By lowering the mileage required, more MileagePlus members have the miles necessary to redeem for upgrade awards.
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Will there be a co-pay on upgrade awards from United Business to United First?
No, there will not be a co-pay on upgrade awards from United Business to United First on C and D fares. There will be a co-pay to upgrade from United Business to United First on Z fares, which previously were not eligible for upgrades.
- Will there be a co-pay on Lufthansa paper upgrade awards?
No, there will not be a co-pay on Lufthansa paper upgrade awards.
- Will there be a co-pay on Systemwide Upgrades, Regional Upgrades or 500-Mile E-Upgrades?
No, there will not be a co-pay on Systemwide Upgrades, Regional Upgrades or 500-Mile E-Upgrades.
- Will there be a co-pay on Star Alliance Upgrade Awards?
No, there will not be a co-pay on Star Alliance Upgrade Awards.
- Can I upgrade any United ticket, even if I didn't purchase it through United?
Yes, you can upgrade any United ticket provided that the ticket is in an eligible fare class (C, D, Z, Y, B, M, E, U, H, Q, V, W, S, T, K, L), regardless of where you purchased your ticket.
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When will United begin collecting the co-pay?
We will implement the co-pay on January 12, 2010, which means that we will collect the co-pay on mileage upgrades requested on or after that date (see table).
| |
Co-pay? Y/N |
| Travel prior to effective date |
N |
| Travel after effective date, upgrade requested prior to effective date |
N |
| Travel after effective date, upgrade requested after effective date |
Y |
- When will more details be available?
As we approach the implementation date of January 12, 2010, we will update these FAQs and united.com - please continue to check back for updates. We will also include messages in the monthly My MileagePlus e-mail - log in to your profile to ensure that your e-mail subscriptions are up to date.
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Will all upgrade awards require co-pays?
No. Upgrades from United Economy on Y and B fares will not require a co-pay. Also, upgrades from United Business to United First on C and D fares will not require a co-pay
- Are there any awards that aren’t changing?
Yes. Specifically, our most popular awards are unchanged:
- Saver Economy-class for travel within the continental United States = 25,000 miles
- Standard Economy-class for travel within the continental United States = 50,000 miles
- I booked my award ticket in 2008. What happens if, in 2009, I need to make changes to the itinerary? Will additional miles be required?
It will depend on the nature of your change. (See the chart below for examples.)
If you ticketed your award travel in 2008 and you change the time, date or city (within the same region) on an affected route after January 1, 2009, additional miles will not be debited from your account. However, change fees may apply.
If you ticketed your award travel in 2008 and you change the cabin or region on an affected route after January 1, 2009, we would have to refund the award ticket and re-credit the miles to your account. We would then re-ticket the award, with your changes, and the new mileage levels would apply. Change fees may also apply.
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2008 award levels
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2009
award levels
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| Book and ticket before Jan 1 |
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| Book on Dec 30, put on 72-hour hold, ticket on Jan 2 |
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| Book and ticket on or after Jan 1 |
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| Ticketed in 2008 for travel in 2009: change date, time or city after Jan 1 |
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| Ticketed in 2008 for travel in 2009: change cabin or region after Jan 1 |
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Does this change affect elite bonuses?
Yes, because the mileage bonus is a percentage of the flight miles earned:
Flight on Feb 1, 2009, from Chicago O’Hare – Milwaukee = 67 miles
- 1K 100% mileage bonus = 500 miles
- Premier Executive 100% mileage bonus = 500 miles
- Premier 25% mileage bonus = 125 miles
- General member: no elite bonus
- How will the retroactive application of this policy change work? What will be restored?
For accounts that are in elite status at any point between July 1, 2008, and December 31, 2008, we will update the flights flown as an elite member to reflect the 500-mile minimum (redeemable miles and Elite Qualifying Miles) and the corrected elite bonuses, class-of-service bonuses and promotional bonuses. Accounts will be updated by December 31, 2008, to ensure that your elite status is correct for 2009.
If this recrediting of flights results in your reaching a higher elite status, your elite bonuses will be adjusted accordingly. Any additional earned upgrades will also be added to your account.
Of course, your United lifetime mileage total will be updated as well.
Until this update happens, elites will earn actual mileage on flights of less than 500 miles flown between now and the update.
- Are all available fares displayed?
When you search by price, you see a matrix of available fares. This display is followed by a listing of available itineraries.
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How can I contact United?
By email
To ask a question, please click the Submit a Question tab above this article and choose from the dropdown menu.
By phone
Click on the Contact United tab above this article for links and telephone numbers for United departments. Please note that you will need to select the link that relates most closely to your question so that we may provide you with the appropriate contact number.
To reach United Reservations,* select the appropriate number from the list below.
Domestic
1-800-United-1 (1-800-864-8331)
Available 24 hours a day, 7 days a week.
International
1-800-538-2929
Spanish
1-800-426-5561
Asian languages
1-800-426-5560
Deaf or hard-of-hearing assistance
TDD: 1-800-323-0170
For contact information outside the United States visit United worldwide contacts.
* Our full-service Reservations Sales agents will assist you with all your travel planning needs. Should you decide to purchase tickets, the total price will include a $25 call center fee per ticket ($30 at the airport). This fee does not apply to government and military fares, when reservations are purchased on united.com, or for 1K and Global Services members.
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How do I change or cancel my airline ticket?
In cases in which United has issued a travel waiver (such as weather disruptions), visit EasyCheck-in Online to see whether United may have already rebooked you on another flight. You may also contact our reservations staff at 1 800 UNITED 1 (800 864-8331).
- Booked using miles
Read about how to change or cancel a ticket you booked using miles.
- Purchased on united.com
If you purchased your ticket online, you may be able to change or refund your ticket on united.com.
- Purchased by calling United Reservations or at the airport
If you purchased your ticket at the airport, by calling United Reservations, or if your ticket is ineligible to be changed or refunded on united.com, contact United Reservations at 1-800-United-1 (1-800-864-8331) or United worldwide contacts.
- Purchased through a travel agency or another site
If you purchased your ticket through a travel agency and have not yet begun to travel, please contact the agency. If you have begun travel, please contact United Reservations. If you purchased your ticket through another web site and have not yet begun to travel, please contact your original booking source.
If your itinerary does not include your MileagePlus number, call United Reservations or your travel agency for changes.
Things to know if you want to change or refund a purchased ticket:
1. Expect to pay change fees plus any fare difference.
- Domestic travel:
- Non-refundable fare: Subject to change fee of $150.00 and any possible fare difference based on changes made.
- Refundable fare: Subject to any possible fare difference based on changes made. No change fee is required for refundable fares.
o - International travel:
- Non-refundable fare: Subject to rules of the fare. Call United Reservations to change. Please note: Some fares cannot be changed, some you can only buy up on, some have a change fee of anywhere from $150 - $250 and then may only allow exchange before travel has started or sometimes only after travel has started.
- Refundable Fare: Subject to rules of the fare. Call United Reservations to change. Please note: For the most part, these fares can be exchanged without penalty and are only subject to any possible fare difference.
2. You cannot change the name on an airline ticket or give the ticket to someone else to use.
3. Before you purchase a ticket, you can read the fare rules and restrictions for your ticket. Click on "Fare Rules" which can be found on the "Create Itinerary: Review" or "Purchase page". After you purchase, restrictions on your ticket can be found on your e-ticket receipt.
4. E-tickets: You can make changes to your e-ticket on united.com anytime prior to your original departure date. If you are unsure of the new travel dates, call to cancel the reservation by the first flight date to retain the value of your electronic ticket for 1 year from the purchase date. Additional restrictions apply for international travel e-tickets.
5. Paper tickets: Call anytime before your original departure to change or cancel your reservation. When changes are made, you will be advised when and where you can exchange your paper ticket for the new itinerary. If you are unsure of the new travel dates, call to cancel the reservation by the first departure date to retain the value of your ticket for 1 year from the purchase date.
6. Change your ticket online. Most passengers can change their ticket on united.com. Some restrictions apply.
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How can I view my reservations?
If you want to view your reservations and are checking in now, visit EasyCheck-in Online.
To view your reservation at another time, you must be a MileagePlus member. Click on My Itineraries from the Book travel box on the homepage to access your reservation. You will need to log in with your MileagePlus number and united.com password. Your reservation must have your MileagePlus number on it and be on a United, United Express or code share flight operated by United. The reservation can be booked through any channel ? united.com, United Reservations, or even other web sites ? and as long as your MileagePlus number is included in the reservation, you can view it on united.com.
If you have forgotten your MileagePlus number or your password, you can retrieve them online.
If you have forgotten to add your MileagePlus number to your reservation, contact United Reservations to have them add the MileagePlus number; you can then log in to united.com to view the reservation. You can also add the MileagePlus number to your reservation yourself when you check in online.
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How can I contact Customer Relations?
If you have questions about future travel (a reservation, seat issues, etc.), please contact United Reservations. You may also visit our Services & Information page for information and assistance prior to your trip.
Please Contact United Customer Relations if you have:
- Praise or compliments
- Comments or feedback
- Complaints
- Questions regarding past-date travel
You can reach United Customer Relations in either of the following ways:
- Submit an online Customer Relations contact form.
- Mail your comments to:
United Airlines
Customer Relations
PO Box 66100
Chicago, IL 60666
Please include the following information with your comments:
- Your name and the names of any other travelers on the itinerary
- Your telephone number, email address and/or street address
- Travel dates, flight numbers and itinerary confirmation number
- 10-digit ticket number (if applicable)
Outside the United States
If you are outside of the United States, please visit United worldwide contacts for country-specific contact information.
- How do I check flight status?
To check on flight status or arrival times, visit Flight status. Input the flight number and click Check. If you do not know the flight number, you can search for the flight by entering the departure city, arrival city and arrival time.
You can also sign up for United EasyUpdate, or you can get automated flight information by calling 1-800-824-6200, 24 hours a day, seven days a week.
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How do I book travel by phone?
Contact Reservations for:
- Booking travel by phone*
- Changing or exchanging tickets
* Our full-service Reservations Sales agents will assist you with all your travel planning needs. Should you decide to purchase tickets, the total price will include a $25 call center fee per ticket ($30 at the airport). This fee does not apply to government and military fares, when reservations are purchased on united.com, or for 1K and Global Services members.
Domestic
1-800-United-1 (1-800-864-8331)
Available 24 hours a day, 7 days a week.
International
1-800-538-2929
Spanish
1-800-426-5561
Asian languages
1-800-426-5560
Deaf or hard-of-hearing assistance
TDD: 1-800-323-0170
For contact information outside the United States visit United worldwide contacts.
- Are there baggage restrictions?
Certain restrictions or fees may apply to your luggage. Read more about oversized and excess bags, restricted articles and electronic devices.
Please also review information on the travel requirements and regulations.
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Can I reserve a particular seat?
If you are not a MileagePlus member you may select your seats for flights operated by United or United Express through EasyCheck-in Online. EasyCheck-in Online is available within 24 hours of your flight.
If you are a MileagePlus member and have a united.com profile, you may view your seat assignment online any time for flights operated by United or United Express by logging in to My Itineraries, as long as your MileagePlus number was included in your reservation when you purchased your ticket.
While purchasing tickets
While purchasing your tickets through united.com, you can view a real-time seat map. To view a seat map while reviewing your flight options, select View seat map on the Flights search > Select page. After you have selected the flights for your itinerary on the Flights search > Select > Review page, click Select seats and enter the remaining passenger information.
After purchasing tickets
To view seats after you?ve purchased tickets, log in to My Itineraries using your MileagePlus number, and select View/modify for the itinerary you wish to change. Click Seat assignment to change your existing seat assignment. Click the seat you prefer, then click Next flight or Close seat map. Your new seat assignment will be saved.
At check-in
You may also select your seats through EasyCheck-in Online within 24 hours of your flight. If you forgot to select your seat when purchasing tickets through another website or travel agency, please contact your booking source directly to have them add your MileagePlus number to the reservation so you can view it in My Itineraries.
On a partner carrier
To obtain seats on one of United's partner carriers, you can call the carrier directly.
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How do I check in online?
You may check in using EasyCheck-in Online beginning at least 24 hours before the departure of your flight. Enter a valid MileagePlus number or email address and password, or enter a valid confirmation number, E-ticket number or credit card number and the last name of the person traveling on the itinerary. Click “Login” or "Continue" to complete the online check-in process. EasyCheck-in allows you to print boarding documents for your flight.
If you are a MileagePlus member, you may check in using:
- your MileagePlus number and united.com password, OR
- your email address and united.com password.
If you are NOT a MileagePlus member, you may check in using:
- your confirmation number and last name,
- your E-ticket number and last name, OR
- your credit card number and last name.
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