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.

Why we fly

By The Hub team, November 27, 2020

In October 2019, we launched a first-of-its-kind airline miles donation platform, Miles on a Mission. In the inaugural year, MileagePlus members donated over 70 million miles, with United matching over 20 million miles, to 51 organizations. These miles have allowed for these organizations to do important, life-changing, life-saving work in the communities we serve around the globe.

United cargo connects products to people all over the world this holiday season

By The Hub team, November 23, 2020

Critical medical shipments – Check.

High-tech electronics – Check.

2.7 million pounds of lobster? Check.


While this year's holiday gatherings will look a little different, millions of people around the world will still carry on the tradition of celebrating the holidays with a meal.

As the appetite for different types of food from all over the world increases, so does the need for safe and reliable transport. Fish caught in the United Kingdom can depart at breakfast and arrive in Washington D.C. in time for dinner. Thanks to United Cargo's expansive network, we are longer constrained by global distance or the seasonality of a product,

United Cargo plays a big role in transporting shipments with a limited shelf life around the world. Packed in between the latest electronics from Asia and the hottest fashion items from Europe, our aircraft carry a variety of perishable shipments like flowers, fruit, meat and vegetables, where speed and careful handling keeps them fresh. Whether it's cherries from Washington State or vegetables from Peru, our temperature-controlled shipping processes and vast global network helps move these commodities all over the world.

While the holidays are an exceptionally busy time of year for shipping perishable items, United Cargo transports these critical goods for people all over the world year-round. Earlier this year, United Cargo moved nearly 190,000 pounds of fresh produce to Guam for the U.S. Department of Agriculture's Coronavirus Farm Assistance Program to support communities impacted by COVID-19. Additionally, with the holiday season here, we anticipate the cargo holds of our aircraft to be full of grocery store replenishments, including staples like turkey and ham, hitting shelves across the globe.

We take pride in our role to make sure perishables and produce arrive on time and at the peak of freshness. These products sustain, feed and nurture the world, and consumers around the globe depend on them every single day.

Since March 19, United has operated nearly 8,000 cargo-only flights, moving over 272 million pounds of cargo on those flights alone. United Cargo is proud of the role we play maintaining the global food supply chain and helping people access commodities from all over the globe.

Bon appetit!

10 travel tips for the holiday season

By The Hub team, November 19, 2020

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

1. Download the United app for contactless bag check, payments 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 and touch-free onboard payments.

2. Read and sign the Ready-to-Fly checklist

Before completing check-in, all United travelers will need to read our Ready-to-Fly checklist and confirm that they understand and agree to our policies. These include:

  • Acknowledging that you haven't had any symptoms of COVID-19 in the last 14 days
  • Agreeing that you will not fly if you have tested positive for COVID-19 within the last 21 days
  • Confirming that you will follow all policies regarding face coverings, social distancing and other health and safety measures we've adopted

3. Get familiar with CleanPlus

United CleanPlus℠ is our commitment to delivering industry-leading* cleanliness, plus putting health and safety at the forefront of your experience, in partnership with Clorox and Cleveland Clinic. We've implemented CleanPlus in a number of ways that you'll notice throughout your trip, as well as with some behind-the-scenes enhancements like:

  • Disinfecting high-touch areas on board and in the terminal
  • Using electrostatic spraying, Ultraviolet C lighting wands and more advanced measures to clean aircraft cabins before boarding
  • Redesigning our mobile app to allow for touchless check-in and contactless payment, along with enhanced travel assistance features

Studies show COVID-19 exposure risk is minimal when air filtration systems and masks are in use, so you can rest assured that the steps we've taken to keep you safe truly make a difference.

4. Don't forget essential documents

We've made a list of travel requirements and restrictions for every destination that you can check twice, or as often as you need before your trip. Just visit united.com/travelrequirements to get the details on COVID-19 testing, health documents and other things you may need before you fly.

5. Wear your mask

You may not notice our smile behind our face covering, but you can be sure that we're appreciative of all our travelers who arrive to the airport with their mask on, and continue to wear it over their nose and mouth at all times in the airport and on board. Make sure you review our requirements for face coverings, including what an acceptable face covering looks like. Bonus points if your mask infuses some holiday cheer!

6. A better boarding process for your safety

If you haven't flown with us in a while, you might want to get familiar with our new boarding process. To make boarding even safer, we now have travelers board their aircraft from back to front. At the gate, just listen for your row number to be called – we'll ask a few rows at a time to board, starting with the last row of the plane. This helps everyone maintain a safe distance from each other during boarding without slowing things down. As you step onto the plane, flight attendants will hand each passenger a sanitizing towelette, which you can use to wipe down your seat to ensure it's extra clean.

7. Pack smart

Before packing your bags, check to see what exactly you can carry on and what you should plan to check. You can also copy your confirmation number into our Baggage Calculator tool to learn about the bag allowance included with your reservation, as well as the cost of checking any additional bags.

8. Check your flight status, important notices and weather

Check the United app regularly for the latest updates, weather conditions, flight status, gate and seat assignments. You can also visit our Important Notices page to find essential information and updates about travel waivers, international travel, TSA and security, airports and United Club locations.

9. Arrive early; avoid the stress

Airports can be busy, especially during the holidays. The TSA advises arriving at the airport two hours before your flight for domestic travel and three hours for international travel in anticipation of long security lines. This can help ease the stress when navigating busy check-in areas, security lines and crowded boarding gates.

10. Relax and enjoy your flight

Once you're on board, it's time to sit back and enjoy your flight. Our flight attendants will be happy to help you with anything else you need.

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