What United Airlines has committed to in writing when your flight is delayed or cancelled, summarized from its customer service plan, contract of carriage and tarmac delay plan. Most of these commitments apply only when the cause is within United's control.
The short version
- Rebooking on the next United flight in the same cabin at no cost.
- A partner airline only for a same-day, controllable disruption when there is no United flight until tomorrow, and only if you ask.
- A meal voucher after more than 3 hours and a hotel overnight, for disruptions within United's control. Take the voucher: United will not reimburse meals you buy yourself if you decline it.
- No committed travel credits, miles or cash.
United at a glance
For delays and cancellations within United's control.
| Rebooking on United | Yes, at no cost |
|---|---|
| Rebooking on another airline | Yes, with conditions |
| Meals | Yes, after 3 hours |
| Hotel for an overnight delay | Yes, with conditions |
| Transport to the hotel | Yes |
| Credits, points or vouchers | None committed |
| Cash compensation | No |
When the delay or cancellation is United's fault
These commitments apply when the cause is within the airline's control, such as maintenance, crew or its own systems. See controllable vs. uncontrollable delays.
Rebooking on United
Rebooked on the next United flight with available seats in the same cabin at no additional cost.
Rebooking on another airline
If a same-day cancellation or delay is within United's control and a United flight is unavailable until the next day, United will book you on a partner airline via existing interline agreements at no additional cost, if seats are available in your ticketed cabin.
You must ask.
Meals
Digital or printed meal voucher for the reasonable cost of a meal at airport food vendors when a cancellation or delay within United's control results in waiting more than 3 hours.
If you do not automatically get one, ask. United will not reimburse meals you buy yourself if you decline the voucher.
Hotel
Digital or printed hotel voucher for a partner hotel when a delay or cancellation within United's control keeps you away from your home city overnight. If no partner hotel room is available and you pay for another hotel, United reimburses reasonable hotel costs on receipt.
Submit receipts to the Customer Care Team. Contract of carriage (Rule 24, revised Sep 30, 2026): one night's lodging when the delay is expected to exceed 4 hours between 10:00 p.m. and 6:00 a.m.; not provided at your home, origin or stopover city, or when the cause is outside United's control.
Transport to and from the hotel
Voucher for the reasonable cost of a ride to the hotel if the hotel does not provide a shuttle from the airport.
Overnight delays or cancellations within United's control.
Credits, points or vouchers Not committed
United's customer commitment does not commit to travel credits, certificates or miles for delays or cancellations.
Under the contract of carriage, lodging reimbursement may be issued as an electronic travel certificate at United's option.
Cash compensation Not committed
No cash compensation. The contract of carriage states the amenities in Rule 24 are the passenger's sole and exclusive remedy.
Contract of carriage revised Sep 30, 2026.
When the cause is weather or air traffic control
For disruptions outside United's control, expect rebooking on United's own flights and little else: the meal, hotel and compensation commitments above generally do not apply. Ask anyway about discounted hotel rates, and check whether your own trip delay cover pays. If you are not sure the cause really is weather, see how to check.
Refunds
Whatever the cause, if United cancels your flight, or delays or changes it significantly (three hours or more domestic, six or more international), and you choose not to travel, you are entitled to a refund to your original form of payment under US rules. You do not have to accept a credit instead. See the DOT refund rule.
Tarmac delays
- Passengers get the opportunity to deplane before a tarmac delay at a US airport exceeds 3 hours (domestic flights). Exceptions: the pilot-in-command determines deplaning would jeopardize safety or security; air traffic control advises that returning would significantly disrupt airport operations; or a departing flight begins returning to a disembarkation point within the time limit. Plan effective April 2025. When another carrier operates a UA-coded flight, the operating carrier's plan governs.
- Passengers get the opportunity to deplane before a tarmac delay at a US airport exceeds 4 hours (international flights).
- Adequate food and potable water no later than 2 hours after the start of the tarmac delay. Unless the pilot-in-command determines that safety or security considerations preclude such service.
- Operable lavatory facilities, comfortable cabin temperatures and adequate medical attention if needed during the tarmac delay. Status notification when the delay exceeds 30 minutes, and notice each time the opportunity to deplane exists. Plan coordinated with airport authorities, CBP and TSA; United will share facilities and gates in an emergency.
- United's tarmac delay plan does not provide any passenger compensation for tarmac delays.
These match the federal rules. See tarmac delay rules.
How to use this at the airport
- Ask the gate agent what is causing the delay, and note the answer.
- Ask for what United commits to, by name. Many commitments are only provided on request. Here is what to say.
- If you pay for something yourself that United commits to cover, keep the receipts and claim afterwards. If it refuses, see how to file a complaint with the DOT.
Sources
Summarized from United's published documents, last checked October 2, 2026. Airlines update these documents, so check the current version before you rely on a specific detail.
- united.com/en/us/fly/customer-commitment.html
- united.com/en/us/fly/contract-of-carriage.html
- united.com/en/us/fly/tarmac-delay-contingency-plan.html
Compare with other airlines
See how United compares with other US airlines on the airline policies page.
This guide is general information for US travelers, not legal advice. Rules and airline commitments change; check with your airline or the US Department of Transportation for your specific situation.