UA
1. Fares within the US do not include the luggage (only in first and business class), the agent can issue EMD only for the second bag. In case the passenger would like to buy the luggage is it possible only online/at the airport or there is a possibility to issue EMD for the first bag in economy class within USA without transatlantic leg? – Bags can only be pre-paid on ua.com if a ticket is issued in USD dollars. UA does not accept EMD for bags payment. If the itinerary is eligible as a TA you can contact us only to pay for the bags over the phone or the passenger can pay for bags when online check in opens on UA.com or at Airport.
2. How the refunds should be performed (also for marine fares)? – If the fare is refundable with or without a fee and ticket is still within 12 months validity, the agent can refund via GDS. For scheduled changes we have a dedicated page as per below link, please keep in mind GDS will not always allow a refund if ticket has been partially used or outside the standard validity. Jetstream.united. Any other refunds would have to be submitted via BSP.
3. Upgrade to economy plus is possible only on UA operated flights? – Economy plus can be purchased on UA operating flights and we would not know what is the policy for other operating carriers and their respective product offer.
4. What is the procedure of changes and way to charge a penalty (via Revalidation / Reissue+TAX?? Q-tax?? or V-MCO/V-MPD)?? – As per applicable fare rule of the ticketed itinerary. The penalty can be collected on the ticket with separate CP Tax code, or in the ADC or through EMDs. Ticket may not be revalidated by agencies but only reissued.
5. What is the policy of airline re FOID, DOCS, DOCO, DOCA? – FOID required elements in an open ticket. DOCS, DOCO, DOCA required element for travel to/from the US, and CA – Please refer to the country profiles within the GDSs for explicit information.
6. What if the name change is needed? – We do not normally allow name change, but waivers can sometimes be generated by SSC and they can be reached Atlantic-Offline <atlantic-offline@united.com>
7. What if visa refusal? – United do not allow a gratis refund for a Visa or ESTA refusal. In line with the advice of the US Embassy, tickets should not be purchased prior to travel.
8. What if illness or death of passenger or family member? – A BSP refund request should be submitted with the relevant support uploaded to the application for review by United.
9. What if flight cancelation? – Please contact Help Desk or Agents can also visit our Jetstream link for parameters for self service rebooking https://jetstream.united.com/#/sub-link/a0F36000006V2voEAC. If wanting to refund but unsure, please submit a Refund Application with the BSP.
10. Is it allowed to issue airline interline partners on airline’s stock without airline’s segment? – Not allowed
11. What is the child service policy? UMNR policy – Please follow what has been documented in the GDSs. You’re allowed to book UMNR on nonstop UA flight with a fee; please liaise with Atlantic- Offline <atlantic-offline@united.com> for further information. For more info they can check our site https://jetstream.united.com/#/sub-link/a0F0d00000QgrpbEAB
12. What is agent commission in UA – 1 UAH
13. What is airline’s help desk contacts for Ukrainian agents? For Group Bookings? – Atlantic-Offline <atlantic-offline@united.com> Groupe Atlantique Groupe.Atlantique@united.com for Group Bookings
14. Is there any airline’s rules or airline’s agent guidebook? – https://jetstream.united.com is a mandatory to be used by agent. Please refer to Airlines ADM policy and it can be accessed via the link: https://jetstream.united.com/#/sub-link/a0F36000006V2vOEAS or BSP Link. You can also email UK FareAudit Europe.FareAudit@united.com if you have further questions.
15. May Agent process involuntary refund/reissue in GDS based on flight status? Or should we obtain a waiver code? Or request via BSP Link? – Please refer to Jetstream as all our waivers are documented here. https://jetstream.united.com/#/public-landing Please follow the Agencies rebooking parameter for both refunds/Exchanges and reissue.
16. Is VOID , Revalidation allowed? – VOID yes but no revalidation
17. What are the contact of Agents and passenger support? RRA questions? – Atlantic-Offline <atlantic-offline@united.com> Please refer that our contact is only for trade support and for direct passengers they will need to contact our reservations team – we receive quite a few contacts by direct passengers due to agencies providing our number/email