Consumer Protection Plan

Passenger and baggage transportation provided by United Airlines, Inc. (United) and carriers doing business as United Express is subject to United’s Contract of Carriage and the following terms and conditions, in addition to any terms and conditions printed on or in any ticket, ticket jacket or e-ticket receipt. To the extent there is a conflict between the Contract of Carriage and any terms and conditions printed on or in any ticket, ticket jacket or e-ticket receipt, the Contract of Carriage governs. By purchasing a ticket or accepting transportation, the passenger agrees to be bound by the controlling terms of the Contract of Carriage, and no covenants at law or in equity shall be implied or incorporated.

Article 4: Denied Boarding Compensation

When an oversale situation occurs, United will try to minimize involuntary denied boarding by seeking volunteers to relinquish their reservations willingly in exchange for mutually agreed compensation between the passenger and United. United will transport the passenger, on its own flight, to the destination on its next available flight at no additional cost to the passenger. United shall pay compensation to passengers denied boarding involuntarily from an oversold flight such as issuing travel certificates or meal/hotel vouchers if a layover is required. United complies with all U.S. Department of Transportation rules and the Korean Consumer Dispute Resolutions for international air transportation from the Republic of Korea.

Article 5: Lost and Damaged Baggage

United complies with the liability rules outlined in the Montreal Convention as part of its Contract of Carriage, as follows:

United is liable for damage sustained in case of destruction or loss of, or damage to, checked baggage upon condition only that the event which caused the destruction, lost or damage took place on board the aircraft or during any period within which the checked baggage was in the charge of United. However, United is not liable if and to the extent that the damage resulted from the inherent defect, quality or vice of the baggage.
In the case of unchecked baggage, including personal items, United is liable if the damage resulted from its fault or that of its servants or agents

Article 6: Ticket Cancellation, Refunds, Change

Regarding ticket cancellations, a reservation may be canceled without penalty, and a customer may receive a 100 percent refund, if the ticketed reservation is canceled within 24 hours of purchase and made one week or more prior to the original scheduled departure flight.

Regarding ticket refunds, United will issue refunds for eligible tickets within seven business days of receiving the completed refund request for purchases made with credit cards and within twenty business days of receiving the completed refund request for purchases made by cash or check. When refunds are allowed, we will provide prompt refunds to the original form of payment less any applicable fees. In the event of a flight cancellation or oversale situation, we will refund any fees charged to you for services for which you paid but were unable to use, when requested.

Regarding ticket changes, when selling tickets in the Republic of Korea, United informs its customers of the fare rules including conditions, exceptions of cancellations, refunds, and ticket changes, on its website, before payment.

Article 7: Tarmac Delay

United complies with the following:
Passengers cannot remain on board for more than 4 hours (international). Delay time will be calculated from door close to take off (departing flight) and from touchdown to door open (arriving flight) with exceptions for the following:

1. When the pilot-in-command has a reasonable judgment that the aircraft should remain in the area for safety or security reasons including weather conditions or directions by the government agency.
2. When the government organization advises the pilot-in-command that returning to the terminal or deplaning passengers at the area other than the gate would disrupt airport operations.
3. Adequate food and water should be provided no later than two hours after the aircraft leaves the gate (in the case of departure) or touches down (in the case of an arrival) if the aircraft remains on the tarmac, unless the pilot-in-command determines that safety or security considerations preclude such service.
4. The announcements should be made to the passenger at least every 30 minutes while the aircraft is delayed. It should include the reason for the delay and updates, etc.
5. The carrier should assign human and material resources enough to carry out the contingency plan.

Article 8: Schedule changes after ticket purchase

If United cannot operate the flight originating in the Republic of Korea as planned at the time of ticket sale due to a business plan change, government business plan failure, delay (more than 30 minutes), operational changes, or cancellation after selling air tickets for travel originating in the Republic of Korea, United will attempt to contact the customer, if their contact information is known, by telephone, text or email. If the departure time is approaching within 1 hour of the international flight, the customer should refer to information at the airport. Passengers who use the United app can sign up to receive alerts and updates on flight status, seat maps, and reservations. If a passenger’s original flight is cancelled or delayed two hours or more, the passenger can receive a refund of the unused portion of the ticket to the original form of payment or an alternate United flight depending on his or her request.

Article 9: Providing information to the customers

If United sells a ticket in the Republic of Korea, the baggage fees and baggage allowance are provided on the e-ticket Certificate and United’s homepage.

For any tickets sold by United in the Republic of Korea, passengers will receive information on the codeshare partner and operating partner, check-in procedure and baggage policy on the e-ticket receipt. On United’s website, at United’s ticket counters and city ticket offices, or when customers call the United Customer Contact Center to inquire about a fare or reservation, we will tell customers that the lowest fare we offer may be available through one of our other sales channels, if that is the case.

United also posts on its website detailed aircraft configuration identifying cabin, exit rows, exit doors, lavatories, galleys, power outlets, entertainment and seat pitch/width and recline.