Agency Rebooking Parameters
Effective January 1, 2013
Flights Impacted by
Irregular Operations
Situation
Options
Booking Class
Original flight is delayed and is not
scheduled to get customer to their
final destination within 2 hours of
original arrival time.
Change to alternate
UA/UA* flight (use
preferred carrier list)
Same or lowest
available (same
cabin)
Original flight is cancelled.
Refund through
ARC/BSP or change
to alternate UA/UA*
flight (use preferred
carrier list)
Waiver
Required
Waiver Code
Yes
Change fee / add
collect waived
UAIRROPS
United Exception Policy Must
Be Active
Market Withdrawal
United no longer serves a
destination.
Yes
Rebook on negotiated carrier in
class(es) specified by UA. Information
will be provided on united.com/agency
Yes
UAMKW
Refund through
ARC/BSP
Schedule change is acceptable to
customer.
Schedule Change
Voluntary Change
United Airlines
Schedule change is unacceptable
to customer:
-New flight does not get customer
to final destination within 2 hours
of original arrival time –or-Any segment goes from a nonstop flight to a connection –or-Schedule change results in a
misconnect.
Agencies can make voluntary
changes at any time prior to
customer swiping boarding pass.
Accept the change and remove any old
segments. Agency may reissue if
required.
Change to
alternate UA flight
Same or up to 4
classes of service
higher (same
cabin)
Yes, if reissue
is required.
Yes
Change fee / add
collect waived
Refund through
ARC/BSP
Yes
Fare rules apply, including applicable
change fees, reissue fees, and/or add
collect.
No
UASKEDCHG
Rev 12/12
Reissues
 Reissues may be performed by agencies in accordance with the guidance provided above using the applicable waiver code.
 Travel must not have commenced on the affected flight segment.
 Tickets originally issued or previously reissued by United are not eligible for agency reissue.
 Tickets can only be reissued by the agency that originally issued the ticket.
 Bulk/Net Fare tickets must be referred to the original issuing agent.
 In the case of voluntary changes, reissue fees may apply.
Waiver Codes
 Waiver codes should be provided in the OSI field for ARC reporting agencies or ticketing fields (tour code, ticket designator, or
endorsement boxes) for BSP reporting agencies. Transactions conducted without a waiver code are subject to debit memo.
 Waiver codes may be used once per eligible change, as allowed by the parameters above. Customers should be contacted in advance of
the record being worked in order to confirm acceptance of the new travel plan.
United Airlines
Rev 12/12