As part of its year-long effort to improve customer service practices and, thus, customer satisfaction, United Airlines reviewed and changed its reimbursement policy for flight delays — as can also be seen in its recent decision to extend flight status.

United passengers who experience flight delays of fewer than six hours can contact the airline directly in order to receive any refund they may be eligible for. While this may seem like extra work for passengers, the reimbursement claim can be filed using the In-the-Moment Care app,  skipping the wait in lines at the customer service desk. At the time of publication, this policy will only apply to delayed flights and does not involve payouts for canceled flights.

Other changes to United’s services include the ConnectionSaver feature on the mobile app, making it easier for travelers to make flight connections, as well as a new checked bag policy allowing passengers to pay for checked bags in advance of arriving at the airport.