Frequently asked questions

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Booking vacation packages

Why should I purchase a vacation package with United Vacations?

By purchasing air, hotel, and activities with United Vacations, you are saving time as well as money. We combine airfare with negotiated hotel rates, car rentals, and optional activities and pass the savings to you. With United Vacations, you have flexible payment options, our best-price guarantee, the opportunity to earn MileagePlus® bonus award miles in addition to credited flown miles, and the option to purchase Vacation Protection that allows you to cancel for any reason.

What origins and destinations does United Vacations offer?

United Vacations offers vacation packages from cities in the U.S. served by United Airlines® and its codeshare partners. We go to vacation destinations around the world, including the U.S., Canada, Mexico, the Caribbean, Central America, South America, Europe, Asia, Australia, and the Middle East.

Will I earn MileagePlus award miles on my United Vacations package?

Yes - when you vacation with us, you can earn MileagePlus bonus award miles in addition to credited flight miles by providing your MileagePlus number when you make your reservation during check-out.

What reservation transactions can I make online?

The website enables you to search for flight and hotel availability, create your travel itinerary, email an itinerary, and confirm a reservation. You can also use the My UV section to retrieve and review your online reservation.
For additional help, you can also contact the United Vacations' Customer Care Center (1-888-854-3899), available 24 hours a day.

Please note that the hours of operation for the United Vacations' Reservation Center are Monday–Friday 8:00am–9:00pm; Saturday and Sunday 10:00am–6:00pm (CST).

Can I purchase a vacation on the phone?

Absolutely, you can purchase a United Vacations package over the phone. Contact us at 1-888-854-3899, and one of our specialists will be happy to book your vacation.

Please note that the hours of operation for the United Vacations' Reservation Center are Monday–Friday 8:00am–9:00pm; Saturday and Sunday 10:00am–6:00pm (CST).

How do I search for a vacation?

Use the Build your vacation search tool on the home page to search for a vacation package. After you enter your search criteria, the website automatically searches for your vacation package options. You can then use the selection screens to customize a travel itinerary.

What are promotion codes, and how do I use them?

United Vacations creates promotion codes to reward you with a specific discount amount, a percentage discount, and free or discounted items. You receive promotion codes through promotional emails, mailings, ads, or listings in the Deals section of our website. Type the promotion code exactly as it appears in the Promo Code field in the vacation search tool.

If you receive an error message when using a promotion code, please use the following tips:

  • Check the promotion code's restrictions for valid flight service, destinations, and travel date range.
  • Check your spelling or capitalization of the promotion code. The promotion code must appear the same as the advertised version when you enter it.

If you continue to experience difficulties using the promotion code, contact our customer care center (1-888-854-3899) or your preferred travel professional.

How important are the Terms and Conditions?

If you purchase a vacation online, you are subject to the Terms and Conditions. The Terms and Conditions are extremely important. They outline United Vacations' policies and procedures. We encourage you to make a copy of the Terms and Conditions and read through them carefully. By confirming your reservation, you acknowledge that you have read and agree to the Terms and Conditions. For more information, click Terms and Conditions at the bottom of each screen.

Can I email others or myself my vacation itinerary before I confirm?

You can click Email at the bottom of the Package Summary screen during the booking process to email yourself an itinerary quote before you confirm the reservation. This email includes the itinerary details for the vacation package you created. It is not a confirmation; the inventory and price are not confirmed and are subject to change at any time.

Can I change the sort order for flights, hotels, and cars?

Yes. Use the drop-down menu at the top of the Select Your Flight screen to sort flights by price, stops, flight duration, time, or carrier.

You can also use the drop-down menu at the top of the Select Your Hotel screen to sort the hotels by price, name, rating, distance from the airport, or location.

You can use the radio buttons on the Select Your Car screen to sort the cars by price or brand.

How do I book a group vacation?

United Vacations offers Groups Your Way flexible packages. You may be eligible for a discount when you are traveling with a minimum of ten passengers and booking five hotel rooms. For more information, please contact your preferred travel professional or the United Vacations' Group Department at 1-888-835-7253 to book your group vacation.

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Booking flights

If I book a flight with United Vacations, will the prices be the same?

With United Vacations, you will always get the lowest United airfares. By purchasing air, hotel, and activities with United Vacations, you are saving time, as well as money. We combine airfare with negotiated hotel rates, car rental, and optional activities and pass the savings to you.

How do I book a flight only?

United Vacations offers complete vacation packages. The search tool on our home page allows you to select the type of vacation package you want. This includes Flight + hotel and more options. If you are just interested in purchasing your airfare, you can go to united.com by clicking the link at the top of the page and choose the Flight tab.

If I book a flight with my United Vacations package, how do I reserve my seat assignments?

During the vacation booking process, you will be offered the option to reserve your seat assignments. If you choose not to reserve them at the time of booking, seats will automatically be assigned to you when available. Confirmed seat assignments will be printed on your electronic travel documents

Why did United Vacations return different flight times than what I entered?

When you search for specific departure or return times using the Advanced Search option, the website returns flight times based on the following criteria: First it searches for the best-priced flights. Then it arranges those best-priced flights in order of the closest time to what you selected in the Time preference menus for both departure and return.

Please note that if your preferred time does not appear, it may be that flights are not available that match your specified times.

Is it possible to upgrade to United Polaris℠ first class if available?

To see if United Polaris first class or United Polaris® business class options are available, choose first class from the Build your vacation search tool to filter your air results. If you would like to upgrade after you have already purchased your vacation, contact the customer care center at 1-888-854-3899. You may also request seat upgrades at the airport for an additional charge.

How do I book an infant?

According to airline regulations, an "infant" is a child under the age of 2. Infants do not require an airline seat and can sit on the lap of an adult traveler while flying ("lap child"). If an infant is traveling with you and you do not purchase a seat for the infant, select the number of children traveling with you and then select IN from the drop-down menu that appears for the children's age.

For some international destinations, additional taxes may apply when you include an infant on the reservation. The airline may also issue a ticket for the infant traveler.

I would like my infant to have his/her own seat—how should I book it?

In the Build your vacation search tool, select the number of children traveling with you and then select 1 as the age of the infant from the drop-down menu that appears.

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Booking hotels and features

Where can I find more details on each hotel?

Hotel descriptions are available for each resort we offer. You can find details about the hotel accommodations, amenities, location, and more by clicking on the name of the hotel.

What does All-Inclusive (AI) or European Plan (EP) mean?

Many Mexican and Caribbean resorts offer a European Plan and/or an All-Inclusive plan. A European Plan hotel rate does not include any meals or beverages. An All-Inclusive hotel rate includes all meals, beverages, and some activities. All-Inclusive plans do vary, so please check the specific hotels for details.

The hotel I want is not listed on the hotel selection screen. Why?

Your preferred hotel may not appear on the hotel selection screen for several reasons. The preferred hotel may not be available for the travel dates you specified, or we may not offer your preferred hotel. If you feel strongly about a particular hotel, try searching for new travel dates. If the hotel is sold out for even one of the travel dates, it does not appear in the list.

How do I book more than one room for a vacation?

To add more than one room to your reservation online, select the Advanced Search Options within the Build your vacation search tool. Under the return date information is a drop-down box for the number of rooms you would like on your reservation. Select the appropriate number of rooms and then select the number of adults and children for each room. United Vacations will then automatically search and display hotels that are able to accommodate the number of people requested for each room. You can also choose to upgrade individual rooms when making your reservation online.

For additional assistance, please contact the United Vacations customer care center (1-888-854-3899), or contact your preferred travel professional.

United Vacations offers Groups Your Way flexible packages. You may be eligible for a discount when you are traveling with a minimum of 10 passengers and 5 hotel rooms. For more information, please contact your preferred travel professional or the United Vacations' Group Department at 1-800-835-7253 to book your group vacation.

How do I make special room requests?

If you need to make a special room request, email United Vacations, contact the United Vacations customer care center (1-888-854-3899), or contact your preferred travel professional.

Do you accommodate physically challenged travelers?

Our extensive hotel descriptions outline the number of available adaptive rooms a hotel or resort offers. Click on the name of a hotel at any point in the booking system to review the hotel description for that property. If you need to request special arrangements for a physically challenged traveler, please contact our customer care center (1-888-854-3899).

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Pricing vacation packages

How do I find the lowest vacation price?

Use the tips in the list below to search for the best vacation price.

  • Check the great specials available in the Deals section.
  • Compare midweek and weekend departure prices.
  • Price morning departures and late departures to find special pricing for off-peak travel times.
  • Price a vacation with a weekend stay-over.
  • Include Vacation Protection in your itinerary when you purchase your vacation. This plan includes a lowest advertised price guarantee, so if the price of the hotel portion of your vacation goes down after you've booked, you can receive the lower price.
  • United Vacations also offers a best price guarantee, which means we will match any competitor's price on the same vacation package before or on the same day you book your vacation.

What is the best-price guarantee?

The best-price guarantee ensures you will get the lowest price on your vacation price when booking with United Vacations in the unlikely event you find a lower price on a competitor website before or the same day you book your package. Best price guarantee details.

How do I know what the vacation price includes?

When you search for a vacation package, the availability prices always include the combined hotel and flight prices, any selected add-on prices, and all applicable air and hotel taxes and fees. The website does not add any surprise taxes or fees to the air and hotel vacation prices when you confirm the reservation. Information on taxes and fees.

Note: Car prices do not include local state taxes, which are paid upon arrival at the car rental location at the airport of the destination. Car prices do not include extra day charges. Extra day charges may apply if your return flight is one hour (or more) later then the scheduled drop-off time for your rental car.

How far from my intended travel date can I price a vacation?

Normally, you can search for a vacation 330 days prior to departure. There may be some exceptions to this rule. Please try different date options if your vacation search is not successful.

How do I find the amount of taxes and fees that are included in my vacation's search price?

You may use the link at the bottom of the Package Summary screen to view a detailed breakdown of the amount of taxes/fees related to your vacation.

When I checked the vacation price yesterday, it was lower than it is today. Why?

When you price a United Vacations package, you are viewing live inventory. Because prices are based on many factors, including availability of rooms/room types, flights, and demand for the packages, prices can fluctuate, even within minutes. Because it is not uncommon for prices to fluctuate, United Vacations suggests that you check out different flights or alternate dates for a lower fare that is still available. The only way to secure a vacation price is to complete your booking and apply a deposit or full payment.

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Payment information

Am I able to apply a deposit on my vacation instead of paying in full at time of booking?

Yes, United Vacations allows you to hold your vacation with a deposit from as little as $200 down and pay later. The actual deposit amount required varies based on the destination and hotel accommodations selected.

How can I put as little as $200 down and pay later?

Plan your vacation as usual, including any excursions, show tickets, tours, rental cars, and other components you'd like. If you're booking more than 6 weeks in advance of your travel date, the option to put down a deposit as little as $200 down will appear on Checkout Step 3 in the Final Payment section:

  • Schedule your Automatic Final Payment

    The amount to be scheduled will appear. Select a payment date more than 45 days before your departure date, and your credit card will automatically be charged on that date. If you've entered multiple credit cards for your initial deposit, select the corresponding number in the Payment # field – a "1" in this box will charge the first credit card listed, "2" will charge the second credit card listed, and so on.

  • Schedule an email reminder

    If you'd like to make several payments over time, or charge the final payment on multiple credit cards, you can set up an email reminder. You must select a date that is more than 47 days prior to departure. This automated email will remind you to log in to the account you created during the booking process to enter credit card information and complete payment on your vacation. You may log into your account and apply multiple payments over time, or pay using multiple credit cards. Important: All payments must be completed no less than 45 days before departure.

Does my vacation qualify for the option to put down as little as $200 and pay later?

If you're planning your vacation more than 6 weeks before travel, and your vacation cost meets the deposit requirements, you will qualify for the vacation payment plan. You will see deposit information on Checkout Step 3 of the reservation process if your vacation package meets the deposit requirements.

What if I don't want to use the deposit option?

You may pay for your vacation in full at time of booking. Simply change the Payment Amount in Checkout Step 3 to the total package price, and your full payment will be processed when you complete your booking.

How are deposits calculated?

Deposits include a portion of both your air and hotel costs, plus the full cost of any show tickets, Vacation Protection, or other features you may select.

I'm booking six weeks or more in advance—why don't I see the deposit option?

If you do not see the deposit option, it generally means you're getting a great deal on your vacation! Sometimes the minimum deposit rules will cover your full air and hotel costs. This will most likely happen in situations like these:

  • You've selected a midweek stay when hotel rates can be lower than weekend rates
  • You've selected a hotel or flight that is on sale, so the total price is lower than the minimum deposit

In addition, some special holiday or convention periods require full payment at time of booking.

Will Change or Cancellation Penalties still apply if I use the deposit option?

Yes. You will still be subject to all change or cancellation penalties outlined in the Terms and Conditions, as well as any supplier penalties should you wish to change or cancel your vacation.

What if I want to pay for some or all of my vacation before the Automatic Final Payment date?

You are welcome to pay for some or your entire final amount due before the Automatic Final Payment date. You can do this either by logging in to the account you created at time of booking or by calling us at 1-888-854-3899.

We will subtract these payments from your total amount due. If any balance remains after your interim payments, only the balance amount will be charged to your credit card—we will never overcharge you.

Are payments processed on a secure server? How do I know?

Yes, all United Vacations payments process through a secure server. You know the server is secure by the little closed lock that appears at the bottom right of the Internet Explorer window. You can also see the "secure" URL displayed briefly on the bottom left of the screen immediately after you click Complete Booking.

What taxes and fees do I have to pay?

Taxes and fees can include airport facility charges, federal taxes, state taxes, and government fees. The complete vacation package determines the fees and surcharges. The website includes these fees in all vacation prices that appear on the selection screens. When you search using the vacation search tool, the prices you see available include the air and hotel taxes and fees when you book online. Information on taxes and fees. In some foreign destinations, there may also be additional nominal fees not included in the vacation package price. These fees are due upon arrival and must be paid at the airport before departure. For a listing of these fees, see United Vacations Terms and Conditions opens link in new window.

What is the Federal Excise Tax?

The Federal Excise Tax is a government-imposed tax on each flight segment of your itinerary. A flight segment is defined as a takeoff and landing.

What is the airport Passenger Facility Charge (PFC)?

The Passenger Facility Charge (PFC) is a fee collected by airports from airlines for each departing or connecting passenger.

What is the September 11th Security Fee?

The Transportation Security Administration (TSA) has mandated that all U.S. airlines add a security fee to all tickets. This government-imposed fee, called the "September 11th Security Fee," will be used to pay the government's cost for providing federal civil aviation services. This includes training, salaries, and benefits for the federal security screeners and law enforcement personnel, as well as the Federal Air Marshal program.

Can I use more than one credit card to apply payment?

Yes. You can use up to four different credit cards for payment at the time of booking.

What happens when the website rejects a credit card?

The website rejects a credit card if the information is entered incorrectly, the credit card is invalid, or the credit card balance exceeds its limit. If one of these situations occurs, you immediately receive an error message. Contact the United Vacations customer care center (1-888-854-3899) or your preferred travel professional for assistance.

Can I use a travel credit to pay for a reservation I booked online?

Yes. Contact the United Vacations customer care center (1-888-854-3899) for assistance before booking.

Can I use my MileagePlus® reward miles with a United Vacations air and hotel package?

At this time we are unable to redeem MileagePlus reward miles toward a United Vacations package.

How do I know my reservation is confirmed?

Your reservation is confirmed if a confirmation number appears at the top of the Reservation Confirmation screen, after you click Complete Booking. It may take several minutes for the Reservation Confirmation screen to appear. Remember to press Complete Booking only one time, and do not stop the transaction prior to receiving your confirmation number. If you stop the transaction or click the back button and then click Complete Booking again, you may confirm the reservation more than once and incur double charges on your credit card. After you confirm the reservation, you will automatically receive an email confirmation.

When I try to confirm my online booking, at the end of the reservations process it says that my address cannot be verified. Why?

Our system can recognize your address only if you enter it EXACTLY as it appears on your credit card billing statement. Please refer to your credit card billing statement and try entering your address again. If you continue to receive the "cannot verify address" message, email United Vacations. On the form, select "Problems verifying credit card address for payment" from the Subject drop-down menu. United Vacations will contact you with further instructions.

I did not receive an email copy of my reservation confirmation. Why?

Occasionally, email confirmations do not successfully reach their recipients. Examples of when this may happen include:

  • The email address was entered incorrectly.
  • Your email provider blocked the email with a spam filter. Make sure you add us to your address book. (Please note, you can check the setting in your email spam filter and ask your email provider to stop blocking your emails.)
  • Your email box was full.

What is Save Your Itinerary?

This feature allows you to save vacation itineraries that you may want to view or purchase later.

PLEASE NOTE: This feature does not guarantee the price. The price is guaranteed only when you complete Checkout and get a Reservation number.

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Post-booking questions

How can I get a copy of the confirmed itinerary or my e-travel document?

When you confirm an online reservation, the website automatically sends you an email confirmation to the email address you entered on the Checkout screen. In addition, within three days or less of full payment, United Vacations sends an e-travel document to the email address you provided. The e-travel document can include confirmation numbers for hotel reservations and car rentals, destination information, dining options, contact information, and United Vacations' policies. If you require another e-travel document due to lost email or email address change, please contact United Vacations customer care center (1-888-854-3899) or your preferred travel professional.

Are United Vacations packages ticketless?

Yes. All travel documents will be sent electronically to the email address provided for the first traveler on the record. You can use the e-travel documents for check-in and voucher exchange throughout your vacation.

How do I retrieve my confirmed reservation?

The website stores any existing and/or canceled reservations. You can use My UV to access and review your reservations. Because your reservations are private, you must log in to access them.

  • Follow the steps below to access your reservations.
  • Click My UV in the top menu bar on the home page. Select My reservations from the drop-down menu.
  • Click Retrieve under Look Up a Reservation on the My reservation screen. The Look Up Your Reservation screen opens.

Type the reservation number in the Reservation Number field, and click Display Reservation. You must first log into the website before you can access a reservation. If you previously logged into the website, the Retrieval screen opens.

If you did not log into the website, the login screen appears. Complete the login fields in the upper left portion of the screen. After you log into the website, the Retrieval screen opens.

If you called the United Vacations customer care center to make a reservation, the reservation agent created a login for you: your email address and a password. The reservation agent should share the login information with you before completing the reservation.

  • Select Reservations in the drop-down menu. The website displays a list of your existing and canceled reservations.
  • Click Go next to the reservation or itinerary you want to access. The Reservation Confirmation screen opens.

What forms of personal identification do I need when I depart?

When you travel, you are required to provide identification to verify your identity, as well as that of any of your traveling companions. For domestic travel (inside the U.S.), you need to carry a non-expired government-issued photo ID that matches the name on the reservation.

For international travel, for U.S. citizens, acceptable forms of proof of citizenship include:

  • Valid passport (required for all international destinations)
  • Certified state-issued (not hospital-issued) birth certificate and a government-issued photo ID
  • Certified naturalization certificate and a government-issued photo ID

Married or divorced women who travel under any name other than that printed on their documentation must supply a marriage license and/or divorce decree (a copy is acceptable). In addition, special requirements apply to children traveling with only one parent or without parents. For some international travel, countries may not permit entry without a valid return ticket and/or visa or other documentation. Please contact the local embassy or consulate for travel requirements and more information. For more details, see our Passport Requirements opens link in new window.

How do I modify my confirmed online reservation?

You cannot modify your confirmed online reservation through UnitedVacations.com. To make changes to the reservation, email United Vacations, contact the United Vacations customer care center (1-888-854-3899), or contact your preferred travel professional.

Can I add passengers to a confirmed reservation?

You cannot add passengers to a confirmed reservation online. Please contact the United Vacations customer care center (1-888-854-3899) or your preferred travel professional to assist you in changing your reservation and the conditions of the purchase.

How do I request a refund?

Contact the United Vacations customer care center (1-888-854-3899) to cancel your reservation and request a refund.

For refund inquiries, please use the contact information below:

Attention: Customer Services

8969 N. Port Washington Rd.

Milwaukee, WI 53201

Fax: 414-351-2831

How do I cancel my online reservation?

Contact the United Vacations customer care center (1-888-854-3899) to cancel your reservation and request a refund based on the Terms and Conditions of the vacation package.

Important: Click Terms and Conditions opens link in new window at the bottom of any screen to review United Vacations' cancellation policies and penalties before you call to cancel a reservation.

Where can I find information regarding cancellation penalties?

You can click Terms and Conditions opens link in new window at the bottom of each screen on the Checkout screen to review United Vacations' cancellation policies.

What if there is a problem while I'm on vacation?

In your travel documents, you will be provided a toll-free number that will connect you to our traveler assistance center. This call center is staffed 24 hours a day, 365 days a year, to assist you with any problem that may arise while you are on vacation.

Who can I contact after I return if I had a problem on my vacation?

Please submit, in writing, a detailed description of your problem and send it to our customer services department. You may submit your communication by email to customer service or mail to:

Attention: Customer Services

8969 N. Port Washington Rd.

Milwaukee, WI 53217

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Pre-travel questions

How do I check in for my United Vacations getaway?

You can check in online opens link in new window, via an automated airport check-in kiosk, or at a United Airlines check-in counter.

How early should I arrive at the airport?

On the day of travel, please call the airline directly to reconfirm flight times. Airport check-in will begin no earlier than 4 hours prior to departure but could vary by airport and destination. It is recommended to check in at least 2 hours prior to departure for domestic flights and 3 hours prior to departure for international flights.

What can I bring through security?

For the most up-to-date information on prohibited and permitted items, please visit the Transportation Security Administration opens link in new window website.

What are the checked baggage requirements?

United and codeshare partners have different policies for charging travelers for checked baggage. Those charges are payable directly to the airline at the time of check-in; they are not included in the price of your United Vacations getaway. See Baggage policies opens link in new window for current baggage fees.

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Finding a travel agent

How do I find a travel agent?

Click My UV from the top navigation bar and select Find a travel agent from the drop down menu.

What is a 500 Club travel agent?

The 500 Club designation is reserved for those agencies that have become experts on the destinations and resorts that United Vacations offers. The 500 Club agencies not only sell more vacations than anyone else, their extensive vacation planning expertise will help ensure a wonderful travel experience for you and your family. United Vacations encourages you to book with one of the 500 Club agencies, so that you may reap all of the benefits that come from working with a skilled, dedicated travel professional.

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Issues, errors, and support

I forgot my password. What do I do?

If you forget your password, United Vacations can send you a reminder via email when you follow the steps below:

  • Click My UV from the top navigation bar and select Sign in/Create Account from the drop-down menu.
  • Enter your email address and then click on the link to have your password emailed to you.
  • United Vacations will email your login information to the email address you entered when you created your profile or confirmed your reservation.

What is a favorite? How do I add this website to my favorites?

Your browser enables you to save links to websites you visit most often. These links are known as your favorites. Favorites enable you to click a link instead of typing the web address every time you access a website. There is an entire menu option dedicated to favorites on most web browsers.

Follow the steps below to add this website to your favorites.

  • Open your internet browser, and type the website's address in the address field.
  • Select Add to Favorites from the Favorites drop-down menu on the top navigation bar. The Add Favorite box opens. Internet Explorer defaults to display the website's name in the Name field.
  • Select the folder where you want to include the website, and click OK. Your browser adds the link to your favorites list.

My computer uses a pop-up blocker. Will this affect how I use this website?

A "pop-up blocker" is software your computer uses to disable any advertisements or windows that may appear when you use the internet. This website uses some pop-ups to provide additional information and to allow you to email travel itineraries. However, you can still confirm reservations, even if your computer uses a pop-up blocker.

When I try to price or book a vacation online, I receive an error message. What should I do?

If you receive an error message, the system may be busy or there may be other network communication problems. If you receive an error, attempt the action again in a few minutes or at a time when the system might be less busy.

If you continue to receive an error message after several attempts, you can email United Vacations or call our reservation center at 1-888-854-3899. Please note that the hours of operation for the United Vacations' Reservation Center are Monday–Friday 8:00am–9:00pm; Saturday and Sunday 10:00am–6:00pm (CST). If sending an email, include as much information as you can, including origin and destination cities, travel dates, number of adult and child (ages 1 to 17) passengers, hotel preference, the specific error message, and the step in the process where the message appears.

I was in the middle of confirming a reservation when my computer froze. What should I do now?

Even if the Reservation Confirmation screen did not appear before you were disconnected, our system may have already completed your reservation. Please contact our customer care center (1-888-854-3899) to verify whether the reservation transaction was completed.

Who do I contact if I need support or personal assistance?

For assistance, email United Vacations, contact the United Vacations customer care center (1-888-854-3899), or contact your preferred travel professional.

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