United Updates Policy Around Emotional Support Animals - United Hub

We update our policy around emotional support animals

By United Airlines, February 01, 2018

In an effort to better balance protecting our employees and customers while accommodating passengers with disabilities, we are expanding our existing policy regarding emotional support animals.

Today, we announced an update to our policy around customers traveling with emotional support animals. Year-over-year, we have seen a 75 percent increase in customers bringing emotional support animals onboard and as a result have experienced a significant increase in onboard incidents involving these animals. We understand that other carriers are seeing similar trends. The Department of Transportation's rules regarding emotional support animals are not working as they were intended to, prompting us to change our approach in order to ensure a safe and pleasant travel experience for all of our customers.

Traveling with emotional support animals

In addition to working with our Accessible Travel Advisory Board and receiving feedback from our customers, we consulted our flight attendants, pilots, employees with disabilities and organizations representing passengers with disabilities to ensure our revised policy continues to provide safe, reliable and accessible transportation for all passengers, particularly those with disabilities.

Currently, customers with emotional support animals must provide 48 hours' notice to the Accessibility Desk and a letter from a mental health professional. Starting March 1, in addition to 48-hour notice and an enhanced letter from a mental health professional, we will require customers traveling with an emotional support animal to provide additional documentation including:

  1. The customer must provide confirmation that the animal has been trained to behave properly in a public setting and acknowledge responsibility for the animal's behavior.
  2. The customer must also provide a health and vaccination form signed by the animal's veterinarian. The veterinarian must also affirm that there is no reason to believe that the animal will pose a direct threat to the health and safety of others on the aircraft or cause a significant disruption in service.

Customers who currently have approved documentation on file may use it for their next trip. Any additional reservations would be subject to the updated policy requirements effective March 1, 2018.

As a reminder, animals currently prohibited from traveling in the cabin include hedgehogs, ferrets, insects, rodents, snakes, spiders, reptiles, sugar gliders, non-household birds, exotic animals and animals not properly cleaned or carry a foul odor.

Traveling with service animals

Our policy regarding service animals is staying exactly as it is today; we do not require any documentation or advance notice from passengers who travel with service animals (other than for foreign travel if required by national law). Service animals are individually trained for public access to perform tasks for the benefit and safety of an individual with a disability.

Providing the best possible service to all customers

We are dedicated to providing convenient and comfortable service to all of our customers. We know that some customers require an emotional support animal to assist them through their journey, and we strive to provide the best possible service to everyone traveling with us. We will continue to monitor this updated policy to ensure it reflects the best interests of our customers and employees.

We will also continue to support customers with disabilities, including those traveling with service or emotional support animals, through our 24/7 Accessibility Desk, which we've had in place to provide service and care for 9 years.

And we will continue to support veterans in their travel needs and make every accommodation to ensure their experience with us is as comfortable and efficient as possible.

Additional information and forms will be available soon, so please continue to check our service animals page on united.com if you have upcoming travel with an emotional support animal.

United Cargo operates more than 11,000 cargo-only flights in one year

By The Hub team, March 19, 2021

On March 19, 2020, United operated its first flight carrying cargo without passengers on board. While the passenger cabin was empty, its cargo hold was completely full, carrying more than 29,000 pounds of commodities from Chicago O'Hare International Airport (ORD) to Frankfurt Airport (FRA).

A year later, United Cargo has operated more than 11,000 cargo-only flights carrying more than 570 million pounds of freight. To support the COVID-19 pandemic recovery efforts, United Cargo has also transported more than 113 million pounds of medical and pharmaceutical products on both cargo-only and passenger flights as well as approximately 10 million COVID-19 vaccines, providing global communities access to the items they have needed most.

10 tips for spring travel

By The Hub team, February 24, 2021

Whether you haven't flown with us for a while or just need a quick refresher before your spring trip, read this list of tips to know before your flight and arrive at the airport travel-ready:

1. Download the United app for contactless bag check, travel assistance and more

Before your flight, download the United app to view your flight status, check in, sign up for flight notifications, locate departure gates, access our free personal device entertainment when available and more. We've also updated our app with new features that can make your trip a little safer, including contactless bag check.

Don't forget to use Agent on Demand for help with any and all questions you may have before your flight. This new capability is available at all our U.S. hub airports and allows you to use your own mobile device to contact a customer service agent via phone, video or chat to help with day-of-travel questions while you're at the airport. Learn more about Agent on Demand here.

United joins UNICEF COVAX initiative

By The Hub team, February 19, 2021

This week, we were honored to become the first U.S. airline to join the UNICEF Humanitarian Airfreight Initiative to combat the COVID-19 pandemic by transporting the vaccine and other critically needed supplies to underserved areas of the globe.

"We are committed to helping the global community in any way we can, and we all must work together to do our part to bring this health and humanitarian crisis to an end," said Director of Cargo Specialty Products Manu Jacobs.

We will leverage our expertise to transport these critical pharmaceutical and healthcare shipments around the world safely, efficiently and expediently. We are proud to partner with the United Nations to support this global effort and provide equitable access to COVID-19 vaccines.

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