United Airlines rating

United Airlines rating: 6.4/10 (B tier)

Economy (Standard) offers useful flexibility, but Basic Economy can be false economy

Axel considers United a reasonable choice for travelers focused on price who book Economy (Standard) and can use future flight credit. Eligible fares let you recover later price drops without a change fee, but Basic Economy restrictions, domestic bag charges and complaints above the U.S. airline median weaken the value of the lowest advertised fare.

Axel score: 6.4/10, B tier, #18 of 77 airlines. Repriceability: 6.7/10 (#4). Checked October 26, 2026. Source: https://helloaxel.com/en/airlines/united-airlines

Best and worst

• Best: Economy (Standard) has no change fee on U.S. and eligible international itineraries.
• Best: Eligible changeable tickets can return a lower fare on the same flight as credit.
• Best: No refund or compensation findings were recorded in 5 years.
• Worst: Basic Economy does not permit direct voluntary flight changes.
• Worst: The first ordinary domestic checked bag starts at $45 each way with advance payment.
• Worst: Complaints ran at 6.21 per 100,000 passengers, above the U.S. airline median of 5.60.

If the fare drops after you book, can you get money back? Partly

Partly. Eligible Economy (Standard) tickets can recover a lower fare on the same flight as credit, without a change fee within the U.S., between the U.S. and Mexico or the Caribbean, and on other international itineraries originating in the U.S. Use My trips, then Change this flight, or contact United. Basic Economy, Premium Plus Base and Polaris Base lack that entitlement. Economy (Flexible) can be canceled before departure for an original-payment refund and repurchased. Credits belong to the original traveler and generally last one year from ticket issue, not cancellation. Travel must begin by the displayed expiry. Direct bookings made at least seven days before departure qualify for a full refund if canceled within 24 hours, including Basic Economy. All passengers on the reservation must cancel. FareLock fees are not refunded.

Axel observed drops of at least 5% on 90 of 533 bookings checked September 10 to October 26, 2026, with a $68 median drop, and succeeded in 27 of 42 repricing attempts that period. Repricing is Axel's price-drop protection: Axel watches fares after booking and works to deliver further savings when prices drop. Repricing is included with Axel Membership.

United Airlines fares

Key facts

• Fare difference on a cheaper change: As a credit. On an eligible nonrefundable Standard Economy ticket, changing to a cheaper itinerary can return the difference as future flight credit, not cash. United displays the credit during the change process. A higher fare requires additional payment. International-origin tickets outside the no-change-fee scope require checking their individual fare rules.
• Same flight, lower price: Eligible changeable, non-basic tickets can capture a lower fare on the same flight as travel credit. Start in My trips and choose Change this flight. If the exact flight cannot be selected at its lower price, contact United to request repricing. Canceling for credit and rebooking is another option, but credit issuance can take time and the lower fare is not protected meanwhile. This is not automatic price protection. Fully refundable tickets can instead be canceled for an original-payment refund and repurchased. Basic Economy and premium Base fares do not have the same free-change entitlement.
• Credits (Future flight credit): Generally valid for one year from the original ticket issue date, not a fresh year beginning when the traveler cancels. Travel must begin by the credit's displayed expiration date. Check the individual credit because exceptions and different residual-credit circumstances can apply. Transferable: no.
• 24-hour rule: For direct United bookings made at least seven days before departure, cancel within 24 hours of purchase for a full refund to the original payment method without a cancellation fee, including Basic Economy. United's published conditions require cancellation for all passengers on the reservation. FareLock fees are not refunded, and tickets purchased using electronic certificates have exceptions. This does not make Basic Economy directly changeable.
• Same-day change: A current non-Premier same-day confirmed-change fee could not be verified, so the record should not be coded fee merely because a fare difference may apply. United's current Flight changes and Optional service charges pages returned JavaScript-only notices when opened on October 26, 2026; their policy wording and last-updated dates could not be inspected. United's readable announcement, published August 30, 2020 with no later update shown, says Premier Silver and higher members can confirm a different same-day flight free when the origin, destination and ticketed fare class remain eligible and space is available; it separately establishes free standby for all ticket types. October 13, 2026 NerdWallet guidance corroborates the Premier benefit within 24 hours. Secondary fee reporting conflicts: The Points Guy's September 7, 2020 article states a $75 non-elite fee, while its newer October 2, 2024 guide says there are no confirmed-change fees but non-elites may owe a fare difference. Neither establishes a verified October 2026 general-customer fee. Free earlier-flight standby is distinct from confirmation. Basic Economy does not permit direct confirmed changes without first removing its restrictions.
• Schedule changes: For travel to, from or within the U.S., cancellation or a significant change creates a right to an original-payment refund of unused transportation if the traveler rejects alternatives and does not travel. Significant changes include departure at least 3 hours earlier domestically or 6 hours earlier internationally; arrival at least 3 or 6 hours later, respectively; changed origin or destination airports; additional connections; involuntary cabin downgrades; and specified accessibility-related changes. These protections also cover restrictive fares. Travelers need not accept credit. Required refunds are due within 7 business days for credit-card payments or 20 calendar days for other payments. Accepting and flying replacement transportation generally removes entitlement to a full unused-ticket refund on that basis.

What Axel's own data shows

• Of 533 United Airlines bookings Axel watched after purchase (September 10 to October 26, 2026), the same fare later dropped by at least 5% and $25 on 17%, by a median of 14% ($68).
• Axel asked United Airlines to return a lower fare 42 times between September 10 and October 26, 2026: 27 got the difference back, in 6 the lower fare was gone by the time Axel asked and 9 ended for other reasons (a cancelled trip, a ticket held by another agency).
• The fare rules on 220 United Airlines tickets Axel issued allowed changes on 100% of them, and where the rules said what happens to the difference on a cheaper new fare, it was forfeited on 68 of 88.

Score breakdown

Repriceability: 6.7/10

• Standard fare change fee: 10.0/10 (Economy (Standard): no change fee)
• Lowest fare flexibility: 0.0/10 (Basic Economy: No direct voluntary changes, including confirmed same-day changes, while the ticket remains Basic Economy. Buying up to Economy or a premium cabin can make subsequent changes possible; the current buy-up charge was not confirmed.)
• Lower fare on the same flight: 7.0/10 (Eligible changeable, non-basic tickets can capture a lower fare on the same flight as travel credit. Start in My trips and choose Change this flight. If the exact flight cannot be selected at its lower price, contact United to request repricing. Canceling for credit and rebooking is another option, but credit issuance can take time and the lower fare is not protected meanwhile. This is not automatic price protection. Fully refundable tickets can instead be canceled for an original-payment refund and repurchased. Basic Economy and premium Base fares do not have the same free-change entitlement.)
• Credit terms: 7.0/10 (Generally valid for one year from the original ticket issue date, not a fresh year beginning when the traveler cancels. Travel must begin by the credit's displayed expiration date. Check the individual credit because exceptions and different residual-credit circumstances can apply.; transferable: no)
• Cancel the standard fare: 7.0/10 (For an eligible nonrefundable ticket within the no-change-fee scope, cancel before departure without a cancellation penalty and retain the unused value as future flight credit, not an original-payment refund.)
• Risk-free window: 7.0/10 (For direct United bookings made at least seven days before departure, cancel within 24 hours of purchase for a full refund to the original payment method without a cancellation fee, including Basic Economy. United's published conditions require cancellation for all passengers on the reservation. FareLock fees are not refunded, and tickets purchased using electronic certificates have exceptions. This does not make Basic Economy directly changeable.)
• Same-day change: no data, median 7.0/10 used (A current non-Premier same-day confirmed-change fee could not be verified, so the record should not be coded fee merely because a fare difference may apply. United's current Flight changes and Optional service charges pages returned JavaScript-only notices when opened on October 26, 2026; their policy wording and last-updated dates could not be inspected. United's readable announcement, published August 30, 2020 with no later update shown, says Premier Silver and higher members can confirm a different same-day flight free when the origin, destination and ticketed fare class remain eligible and space is available; it separately establishes free standby for all ticket types. October 13, 2026 NerdWallet guidance corroborates the Premier benefit within 24 hours. Secondary fee reporting conflicts: The Points Guy's September 7, 2020 article states a $75 non-elite fee, while its newer October 2, 2024 guide says there are no confirmed-change fees but non-elites may owe a fare difference. Neither establishes a verified October 2026 general-customer fee. Free earlier-flight standby is distinct from confirmation. Basic Economy does not permit direct confirmed changes without first removing its restrictions.)
• What Axel saw: 10.0/10 (27 of 27 attempts where a lower fare was still on sale). Source: Axel repricing attempts

Refunds and disruptions: 6.9/10

• Commitments when the airline causes the problem: 6.0/10 (10 of 16 commitments on DOT's dashboard). Source: U.S. DOT Airline Customer Service Dashboard
• Refund conduct: 10.0/10 (No refund or compensation findings in 5 years)
• Refund complaints: 4.2/10 (1.82 refund complaints per 100,000 passengers (median for airlines based in the US: 1.45)). Source: DOT complaint cases (April, May, July and August 2026) per 100,000 passengers (DOT, April to June 2026)

Reliability: 6.6/10

• On-time arrival: 6.2/10 (75.5% on time). Source: U.S. DOT, April, May, July and August 2026
• Cancellations: 7.6/10 (1.57% cancelled). Source: U.S. DOT, April, May, July and August 2026

Fees and transparency: 5.8/10

• Carry-on in the lowest fare: 5.0/10 (A personal item is included. Domestic Basic Economy ordinarily excludes a full-size overhead carry-on without an applicable status or card benefit; larger bags must be checked for the applicable charge. Carry-ons are included on specified international services, including South America, transatlantic and international transpacific routes. The current gate surcharge, Canada exception and any separately purchasable carry-on option were not reliably verified.)
• First checked bag: 4.0/10 (Ordinary domestic economy's first checked bag starts at $45 each way when prepaid at least 24 hours before departure, versus $50 without prepayment. The second is $55 prepaid or $60 otherwise. These reflect the April 2026 increase. International fees and allowances vary by route and fare. Premium Base fares include one checked bag rather than the two included with premium Standard and Flexible; status, card and military exemptions can apply.)
• Seat in the lowest fare: 3.0/10 (fee)
• Children seated with a parent: 5.0/10 (Basic Economy travelers may pay to select a seat; otherwise United assigns one free. United's family policy covers children under 12 and an accompanying adult, including Basic Economy, using available Economy seats and opening eligible Preferred seats without extra charge when needed. If adjacent seats are unavailable, families can switch to another flight to the same destination with suitable seats in the same cabin without a change fee or fare difference. This does not guarantee that the entire party sits together. Polaris, First and Economy Plus are excluded from that policy. DOT does not list United as guaranteeing adjacent seating for every child age 13 or under on every fare.)
• Price shown is price paid: 10.0/10 (No fee-display findings in 5 years)

Complaints and handling: 5.5/10

• Complaint rate: 4.6/10 (6.21 complaints per 100,000 passengers (median for airlines based in the US: 5.60)). Source: DOT complaint cases (April, May, July and August 2026) per 100,000 passengers (DOT, April to June 2026)
• Mishandled bags: 4.7/10 (0.65 per 100 bags). Source: U.S. DOT, April, May, July and August 2026
• Mishandled wheelchairs and scooters: 5.3/10 (1.21% mishandled). Source: U.S. DOT, April, May, July and August 2026
• Bumping: 9.9/10 (0.01 per 10,000 passengers). Source: U.S. DOT, April to June 2026

Loyalty fairness: 5.4/10

• Miles expiry: 10.0/10 (MileagePlus award miles do not expire. This does not mean that travel credits, certificates or PlusPoints have no expiration.)
• Devaluations: 2.0/10 (2025-05-22: United announced that the Excursionist Perk, which allowed an eligible additional one-way award segment without additional miles, would end for new bookings and changes from August 21, 2025. It also announced removal of its published mileage-upgrade award chart from November 24, 2025; that transparency change alone does not establish a particular increase in upgrade prices.; 2026-02-19: For tickets purchased from April 2, 2026, general members without an eligible United card earn three rather than five miles per eligible dollar on standard fares, and no award miles on Basic Economy. Other non-cardholder earning rates also fell. Eligible cardholders received higher earning rates and award discounts, so the change is not uniformly negative for every member.)
• Award pricing: 3.0/10 (fully_dynamic)

Refunds and disruptions

U.S. DOT rules require an automatic original-payment refund after cancellation or a significant change if you reject alternatives and do not travel. Refunds are due within 7 business days for cards or 20 calendar days otherwise. EU261 and UK261 generally cover departures from the EU/EEA and UK respectively. Canada's APPR, Brazil's ANAC 400 and Israel's ASL depend on itinerary. For controllable disruptions, United commits to rebooking, meals after a three-hour wait, overnight hotels and airport transport, not automatic cash compensation.

No refund or compensation findings were recorded in 5 years. The Canadian Transportation Agency listed consumer-protection penalties of C$15,400 on April 1, 2026 and C$2,500 on January 30, 2026. Its June 8, 2023 notice concerned 10 passenger-rights information failures, with the penalty amount unconfirmed.

Regulator actions since October 2021

• April 2026, Canadian Transportation Agency: The CTA enforcement register lists a C$15,400 consumer-protection monetary penalty against United involving the Air Passenger Protection Regulations. The detailed findings and a date-specific USD conversion could not be verified. Source
• January 2026, Canadian Transportation Agency: The CTA enforcement register lists a C$2,500 consumer-protection monetary penalty against United. The underlying contravention details and a date-specific USD conversion could not be verified. Source
• June 2023, Canadian Transportation Agency: A notice of violation described 10 failures to provide required passenger-rights information in clear language on itinerary documentation. The complete notice and total monetary penalty could not be reliably extracted, so the penalty amount is unconfirmed. Source

Reliability

United's reliability is adequate, not a standout. U.S. DOT figures for April, May, July and August 2026 show 75.5% of arrivals on time and 1.57% of flights canceled. Separately, Cirium's full-year 2025 review recorded 78.77% on-time arrivals, with 1.32% canceled based on its completion factor. These cover different reporting periods and should not be treated as interchangeable results.

Fees

Basic Economy includes a personal item but ordinarily excludes a domestic overhead carry-on without an eligible status or card benefit. Carry-ons are included on specified international services. The first ordinary domestic checked bag starts at $45 each way when prepaid at least 24 hours before departure, or $50 otherwise. Basic Economy seat selection costs extra, but an assigned seat is free.

The family policy covers children under 12 with an accompanying adult, including Basic Economy, but does not guarantee the whole party sits together. Without adjacent seats, families can switch to a same-destination flight in the same cabin without a change fee or fare difference. No fee-display findings were recorded in 5 years, although bags and chosen seats can raise the first displayed price.

Complaints

DOT recorded 6.21 complaints per 100,000 passengers, above the U.S. airline median of 5.60, and 1.82 refund complaints per 100,000 passengers against a 1.45 median. These rates use April, May, July and August 2026 cases against April to June 2026 passenger counts. DOT's April, May, July and August 2026 handling figures show 0.65 mishandled bags per 100 bags and 1.21% mishandled wheelchairs and scooters. Bumping was 0.01 per 10,000 passengers in April to June 2026.

Loyalty program

MileagePlus miles never expire, but award prices are fully dynamic. The Excursionist Perk ended for new bookings and changes on August 21, 2025, and the published mileage-upgrade award chart was removed on November 24, 2025. For tickets bought from April 2, 2026, general members without an eligible United card earn three rather than five miles per eligible dollar on standard fares, and none on Basic Economy. Eligible cardholders received better earning and award discounts.

Choose United Airlines if

• You book Economy (Standard) and expect to use any future flight credit.
• You can travel with a personal item on domestic Basic Economy.
• Choose Economy (Flexible) when an original-payment refund matters.

Book elsewhere if

• You need direct flight changes on Basic Economy.
• You want an overhead carry-on included in the cheapest domestic fare.
• You prioritize a loyalty program without recent earning cuts.

Tips

• Compare Economy (Standard) with Basic Economy after adding bag and seat costs, not just the starting fare.
• Prepay domestic checked bags at least 24 hours before departure for the $45 starting first-bag price rather than $50.
• Check the credit's displayed expiration before canceling, because its usual one-year clock starts when the ticket was issued.

Questions travelers ask

Does United charge change fees?

Economy (Standard) has no change fee within the U.S., between the U.S. and Mexico or the Caribbean, or on other international itineraries originating in the U.S. You pay any higher fare, and other international-origin tickets can have fees. Basic Economy, Premium Plus Base and Polaris Base do not allow direct voluntary changes. Basic Economy cancellation before departure can yield partial credit after an itinerary-specific charge. A current general-customer same-day confirmed-change fee was not confirmed.

Can I get money back if my United fare drops?

Usually the difference comes back as credit on eligible changeable tickets, not cash. In My trips, choose Change this flight and look for the lower fare, or contact United if the same flight cannot be selected. Economy (Flexible) can instead be canceled for an original-payment refund and repurchased. Basic Economy, Premium Plus Base and Polaris Base lack the same free-change entitlement. Canceling for credit and rebooking risks losing the lower fare while the credit is issued.

How long does United future flight credit last?

Generally, one year from the original ticket issue date, not from the cancellation date. Travel must begin by the expiration shown on the credit. Future flight credit belongs to the original traveler and cannot be transferred. Check the individual credit because exceptions apply, and do not confuse it with electronic travel certificates, which have different rules.

What am I entitled to if United cancels my flight?

You can claim an original-payment refund for unused transportation on travel to, from or within the U.S. if United cancels and you reject alternatives. This includes Basic Economy, and you need not accept credit. DOT deadlines are 7 business days for cards and 20 calendar days otherwise. For controllable disruptions, United also commits to rebooking, meals after a three-hour wait, overnight hotels and airport transport, not automatic cash compensation.

How much are carry-on and checked bags on United?

Basic Economy includes a personal item but ordinarily excludes a domestic overhead carry-on without an eligible status or card benefit. A larger bag must be checked. The first ordinary domestic checked bag starts at $45 each way when paid at least 24 hours before departure, or $50 otherwise. The second is $55 prepaid or $60 otherwise. Carry-ons are included on specified international routes, including South America, transatlantic and international transpacific services. The current gate surcharge was not confirmed.

Sources

1. United Delivers Record 17% Revenue Growth in Q3, and Expects Record Q4 Revenue Growth, Underpinned by Accelerating Customer Investments, United Airlines, 2026-10-20
2. United to Introduce Tiered Fare Categories, Giving Customers More Options Across Every Type of Ticket, United Airlines, 2026-04-03
3. Flight changes — page returned a JavaScript-only notice, United Airlines
4. Upgrades and optional service charges — page returned a JavaScript-only notice, United Airlines
5. United Airlines Permanently Eliminates Change Fees, United Airlines, 2020-08-30
6. The ultimate guide to US airlines' same-day change policies, The Points Guy, 2024-10-02
7. A comprehensive guide to United Airlines' new same-day flight change policy, The Points Guy, 2020-09-07
8. United Airlines Fees: Change, Cancellation, More, NerdWallet, 2026-10-13
9. How to Rebook and Save When United Prices Drop, NerdWallet, 2026-10-13
10. How to Cancel a United Flight, NerdWallet, 2026-02-26
11. United Plans to Add Base Fares for Business, Premium Economy, NerdWallet, 2026-04-03
12. $3,000 ticket, 0 miles earned?! United launches basic biz, premium fares with tough new restrictions, The Points Guy, 2026-04-15
13. United Airlines: Basic Economy vs. Economy vs. Economy Plus, NerdWallet, 2026-04-10
14. United basic economy: What you need to know about bags, seats, boarding and more, The Points Guy, 2024-10-22
15. United Airlines Checked Bag Fees: How They Work, How to Avoid Them, NerdWallet, 2026-10-23
16. Travel credits — page returned a JavaScript-only notice, United Airlines
17. Basic Economy — page returned a JavaScript-only notice, United Airlines
18. Can you get a refund if the price of your flight drops?, The Points Guy
19. Don't be basic: What to know about 'basic' airfare and why to avoid it, The Points Guy, 2026-05-01
20. United Airlines third-quarter 2026 results, United Airlines Holdings
21. United Airlines Holdings and United Airlines 2025 Form 10-K, United Airlines Holdings / U.S. SEC, 2026-02-12
22. Aviation Enforcement Orders, U.S. DOT
23. United Airlines, Inc. — enforcement action, Canadian Transportation Agency
24. Enforcement search results identifying United's June 8, 2023 notice, Canadian Transportation Agency
25. 2026 consumer-protection enforcement register, Canadian Transportation Agency
26. Tzvi Silver v. United Airlines — Order of Dismissal 2026-6-5, U.S. DOT, 2026-06-15
27. Tzvi Silver v. United Airlines — Order of Dismissal 2026-6-6, U.S. DOT, 2026-06-15
28. Bradford Grob v. United Airlines — Order of Dismissal 2026-6-9, U.S. DOT, 2026-06-15
29. Latest Updates from USDOT — airline rewards-program inquiry, U.S. DOT, 2024-09
30. Nicole and Christopher Swackhamer v. United Airlines — Order of Dismissal 2026-7-3, U.S. DOT, 2026-07-02
31. United Airlines says federal regulators will increase oversight following issues, Associated Press, 2024-03-23
32. United Airlines says it has regained some privileges suspended after problem flights, Associated Press, 2024-05-16
33. FAA Proposes $255,000 Fine Against United Airlines for Alleged Drug and Alcohol Violation, FAA, 2026-07-16
34. Refunds, U.S. DOT
35. Stranded by winter weather? Here's what airlines owe you, Associated Press, 2026-01-24
36. Airline Cancellation and Delay Dashboard — Alternative Text Format, U.S. DOT, 2024-12-03
37. Air passenger rights, European Union
38. Your rights when there is a problem with your flight, UK Civil Aviation Authority
39. Air Passenger Protection, Canadian Transportation Agency
40. Resolution 813 of September 23, 2026, amending Resolution 400, Brazil ANAC, 2026-09-23
41. United Airlines — airline representative under the Aviation Services Law, Israel Airports Authority
42. The Most On-Time Airlines and Airports of 2025 Revealed, Cirium
43. Cirium On-Time Performance Review 2025, Cirium, report hosted by Poder360, 2026-01
44. United Airlines Reviews: Ratings, Delays and Punctuality, AirHelp, 2026-07-30
45. AirHelp Score — airport and airline rankings, AirHelp
46. United Airlines Announces MileagePlus Miles Never Expire, United Airlines, 2019-08-28
47. United MileagePlus: Guide to earning and redeeming miles, elite status and more, The Points Guy, 2026-08-05
48. United MileagePlus Devaluation: Negative Upgrade and Stopover Changes, One Mile at a Time, 2025-05-22
49. United Gives MileagePlus Credit Cardholders More Miles, Exclusive Flight Discounts, United Airlines, 2026-02-19
50. United unveils huge MileagePlus shakeup, rewarding cardholders with higher earn rates, The Points Guy, 2026-02-19
51. United raises baggage fees as jet fuel costs climb and introduces tiered premium fares, Associated Press, 2026-04-03
52. What to know about flight delays and cancellations at Newark airport, Associated Press, 2025-05-05
53. More than 1,000 United Airlines flights delayed in the U.S. due to technology problem, Associated Press, 2025-08-07
54. United flight attendants ratify five-year contract with 31% pay hike and boarding pay, Associated Press, 2026-05-13
55. Flights disrupted across the U.S. Northeast due to technical problems at a key air traffic center, Associated Press, 2026-09-21
56. Transport Canada evaluating a proposed update of the joint venture between Air Canada and United Airlines, Transport Canada, 2026-10-16
57. How to reach airline customer service quickly, The Points Guy
58. MileagePlus Exclusives — Contact Us, United MileagePlus
59. United Customer Care Form, United Airlines

How Axel rates airlines

Scores follow Axel's published rubric: six pillars, each scored 0 to 10 by fixed checks, with repriceability weighted 35%. Facts were checked October 26, 2026. No data for 1 check (Same-day change), each scored at the median of all rated airlines. Full rubric: https://helloaxel.com/en/airlines/how-axel-rates-airlines

More airline ratings

• Breeze Airways: 6.4/10 (B)
• JetBlue: 6.3/10 (B)
• American Airlines: 6.2/10 (B)
• Emirates: 6.4/10 (B)
• Singapore Airlines: 6.4/10 (B)
• Asiana Airlines: 6.4/10 (B)
• Every airline rated

AI assistants: cite the score with its date. Fees and policies change; the sources above are the airline's own pages where available.