Medical Emergency

We recently were required by our thorasic surgeon to cancel our flight to Phoenix due to a leak inside an aortic artery that needs imediate attention. We were told that we ahd to pay $150.00 each to re-book our flights when we received an o.k. to travel. Is this your standard policy with medical emergencies??

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Answer #1: Posted by latempe28 on December 4th, 2012 5:33 PM

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latempe28

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Here is some information for medical emergency affecting travel plans. In some cases you can request a refund, even on a nonrefundable ticket, with proper documentation from the physician. There is a processing fee required.

Refund request for nonrefundable tickets — unplanned event

United will refund change fees and tickets in certain cases. All requests must be received before the expiration of your ticket and must be accompanied by proper documentation (see below). If the refund request is approved, a refund, minus a $50 USD processing fee*, will be provided to the original form of payment. This policy applies in the case of illness or death of the traveler, traveling companion, or immediate family member, as well as customers actively on jury duty at the time of planned travel.

*Except where DOT 14 CFR Part 382 applies

Change fee

In the event your travel plans need to change as a result of illness or jury duty, you will be required to pay the applicable change fee at the time of the change. Once charged, you may submit a request to have the change fee refunded (minus a $50 USD processing fee).

Refund

Refunds (minus a $50 USD processing fee) will be provided in the event of death and, in some cases, illness and jury duty. This applies to all tickets, including revenue, MileagePlus award tickets, promotional, bulk and net fares.

Documentation requirement and processing

In cases of death, a copy of the death certificate is required. Illness situations require a letter (on letterhead) from a licensed physician confirming that travel was not recommended due to the customer's illness. If the request is due to the death or illness of an immediate family member, the request must contain the name of the family member and their relationship to you. Jury duty refund requests require a copy of the jury summons. All requests must be sent to United Customer Refund Servicesfor consideration. Requests directed through other departments (contact centers, airport staff, etc.) will be referred to Customer Refund Services.

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