From your taste to our plates
We know our flyers have good taste, which is why we pay particular attention to their palettes.
When our customers on flights to South America told us our new turkey meatloaf entrée was a bit too spicy, we replaced it with a pan-roasted chicken breast. When economy flyers let us know they were not satisfied with a packaged croissant on certain flights, we upgraded to a warmed croissant with yogurt, butter and jam. And recently, we received feedback that the bruschetta chips snack in economy were not popular on flights departing Lagos, Nigeria, so beginning March 1, we will serve Minimie Chin Chin – a crunchy baked snack popular in Nigeria – instead.
Those are just a few examples of ways we're continually adjusting our food service based on customer feedback. We review the results of our customer satisfaction surveys, which are given to a sample of our customers after their flights, so that we can better understand their likes and dislikes, and then use that insight to make adjustments.
"We recognize onboard dining is an important part of the travel experience," said Todd Traynor-Corey, United's managing director of food and beverage planning. "We value the feedback we receive, and in addition to using it to act quickly to make adjustments to things like snacks or entrees on specific flights, the feedback also plays a key role as we consider significant and broader menu changes."
In fact, flyer feedback guided the bold menu enhancements we launched last fall, offering new meal and snack options in premium cabins and economy on flights throughout North and Latin America, as well as the significant menu improvements on Asia and Latin America flights that we announced in December. Those enhancements include offering complimentary meals and free wine and beer to more economy customers and introducing new, flavorful entrees and snacks on many routes. Plus, our choice of illy's premium coffee blend came as the result of extensive blind taste tests with customers and employees.
"It's all part of our efforts to elevate our food beyond 'airplane food' and into simply great, chef-inspired meals," Traynor-Corey said. "We couldn't do it without an understanding of what our customers want, as well as partnerships with renowned chefs."
We've been hearing great feedback about our recent changes, and there are more to come. We're currently reviewing significant changes to many of our menus – with your feedback driving many of the upgrades. So stay tuned and be ready for an even loftier in-flight culinary experience.
We know people are taking a second look at their travel plans right now. If you're scheduled to travel March 10 – May 31, 2020 and would like to change your plans, there is no fee to do so, regardless of when you purchased your ticket or where you're traveling. This is in addition to our previous waiver, which waives all change fees – domestic and international – for tickets purchased March 3 – April 30, 2020. This is available for any of United's published nonrefundable fares. If you decide to cancel your flight, you can retain the value of your ticket to be applied to a new ticket without a fee. These electronic travel certificates are now valid for 24 months from the date they were issued. This includes all currently valid electronic certificates and all new ones issued on or after April 1, 2020. You might not see this policy change reflected everywhere right away – we appreciate your patience as we work to make that happen.
Eligible travelers on domestic flights and international tickets can request a refund on united.com or may call our contact centers if their flights have been severely adjusted or service to their destination suspended either due to government mandates or United schedule reductions related to COVID-19.
Certain tickets cannot be changed on united.com or the mobile app, including tickets booked through another airline (if the ticket receipt does not begin with 016). Please contact the original ticketing airline for changes.
Follow the steps below to stay up to date, change or cancel your flight.
Change your current flight:
- On the united.com homepage, select "My Trips" and enter your flight information to retrieve your flight.
- Select "Change flight" and then "Edit" to make the following changes:
- Date of travel or destination
- Add a flight
- Remove a flight
- Select "Continue" and choose a new flight option
- Continue through booking to confirm your new flight
Note: The change fee will display as waived, but any difference in fare may apply.
Cancel your flight and rebook later:
- On the united.com homepage, select "My Trips" and enter your reservation information to retrieve your flight
- Select "Cancel flight"
- Confirm flight cancellation
- If you have future flight credit, when you return to the reservation, select "Use Future Flight Credit" to shop for new flights and apply the credit towards a new flight.
Canceling or changing an award flight:
When you select "Cancel flight," you will have the option to cancel your award reservation and redeposit the miles or to cancel your award reservation and use those miles for another trip in the future.
*We're currently experiencing heavy traffic to united.com. If you experience an error while trying to change or cancel your flight, please try again later.
Click through the slideshow below for more detailed instructions:
Start on the United homepage:
User can select 'My Trips' on the homepage widget to find and retrieve their reservation.
When and where possible, we are working to repatriate travelers who are stranded abroad in the wake of the COVID-19 crisis. Our teams are working closely with government officials here in the U.S. as well as in other countries where flying has been restricted to gain the necessary approvals to operate service. In regions where government actions have barred international flying, we have coordinated with the the U.S. State Department and local government officials to re-instate some flights. Additionally, we have been operating several extra flights to countries in Central America and South America as we continue to play a role in connecting people and uniting the world.
We have operated more than 68 repatriation flights from Panama City, Guatemala City, Quito, Lima, San Pedro Sula, Tegucigalpa and Roatan, bringing nearly 9,200 people home. We will continue working with government officials to operate extra flights to Houston from Quito, San Pedro Sula, Tegucigalpa and from Lima to Washington Dulles and beginning April 5, we will begin operating multiple charter flights between Delhi and San Francisco. We continue to review more opportunities for flights between the United States and other countries to bring citizens home.
Video provided by the U.S. Embassy Ecuador of Americans returning home on United.
Additionally, our Customer Solutions and Recovery team is working with customers in the following markets to rebook them on flights back to the United States as capacity allows, either on our aircraft or on one of our airline partners' planes:
- Quito, Ecuador
- Managua, Nicaragua
- Roatan, Honduras
- San Pedro Sula, Honduras
- Seoul, South Korea
- Melbourne, Australia
We also recently reinstated several international flights back into our schedule to support customers and essential businesses which depend on these routes. As a result, we will be the only airline to offer service between Newark/New York and London, San Francisco and Sydney, as well as Houston and São Paulo, Brazil.
Calling all AvGeeks and travelers! Here's a fun way to take your next video call….from a United Polaris® seat, the cockpit or cruising altitude. We're introducing United-themed backgrounds for use on Zoom, a video conferencing tool that many people are using to stay connected.
So for your next meeting or catch up with friends and family, download the app to either your computer or mobile device to get started. If you've already downloaded Zoom you can skip ahead to updating your background image (see instructions below).
- Start here by downloading your favorite United image to your computer or mobile device. Just click "download" in the bottom left corner of the image.
- Next go to your Zoom app (you'll need to download the app to access backgrounds) and click on the arrow to the right of your video camera icon in the bottom of the screen.
- From here select, "choose virtual background" to upload your uniquely United photo.
Together, we are facing an unprecedented challenge. United Together, we rise to meet that challenge.