United tweaks its flight refund policy, and customers are not happy

Airlines are under pressure right now because of the coronavirus.
Publish date:

While other airlines have been making concessions for travelers whose vacation plans have been thrown into disarray due to the coronavirus outbreak, United has made a change that is not sitting well with customers.

The airline has made a change to its refund policy for customers who have their flight times changed.

Previously, United would offer customers the option of a full refund if their flight schedule is changed by more than two hours.

But now, United's website says that it will only offer refunds for schedule changes of more than 25 hours.

The move is being taken at a time of great pressure on airlines, who are cutting routes and reducing flights amid the coronavirus outbreak, which has seen demand for travel plunge.

United said it was altering the policy following a "significant reduction of our domestic and international schedules," but it will now mean significant disruption for passengers who may end up seeing their flights rescheduled by more than a day with no refund.

The policy went into effect on Saturday, and it hasn't gone down well with travelers already unsure of their travel plans as the COVID-19 outbreak spreads.

Zach Honig, editor of airline travel website The Points Guy, described the refund change as possibly "the single most damaging airline policy in recent memory.'

Next Up