United’s commitment:
We will promptly and courteously provide our customers with accurate, up-to-date information about their travel itineraries, notify them of any scheduled or unscheduled changes in aircraft or aircraft configuration, frequent flyer rules and cancellation and refund policies.

What this means for you:
At United, we view our many customer contact points – either in person or electronically – as opportunities to provide the information you need and expect to ensure your travel experience is enjoyable and consistent.

• When booking travel, United reservation agents will clearly communicate any required aircraft changes that exist on a single flight number to ensure that the customer is aware that a plane change is required. The change in aircraft also will appear on the customer's ticket and/or printed itinerary and will be relayed again at check-in, either at the counter or through check-in kiosks.
• Whenever a change occurs to your scheduled aircraft and its configuration, we will communicate the change via telephone or e-mail in advance of the date of travel, if known. Otherwise, the information will be provided upon check-in and at the gate.
• Our cancellation and refund policies regarding the failure to use all or any portion of a ticket are printed on ticket wallets and on travel itineraries.   Reservations agents will also relay cancellation and refund policies to customers upon request at the time of booking.
• United mails detailed annual frequent flyer reports to its Mileage Plus® members. We will communicate any program changes to customers promptly through mailings, e-mail and the Mileage Plus section of this site, which also provides up-to-date mileage accrual and redemption information.