United Airlines has just updated its contract of carriage to add a new requirement for travelers, and it’s something that I’m very happy to see (thanks to Gino for flagging this).
In this post:
United puts headphone etiquette into contract of carriage
Airline contracts of carriage are what stipulate the policies that airlines have, and also spell out what’s expected of passengers. Along those lines, United has just updated section 21 of its contract of carriage, which covers reasons the airline can refuse to transport passengers.
This contract of carriage has a “safety” section, which covers nearly two dozen reasons that passengers may be removed from an aircraft for their behavior. We’ve just seen the number of reasons on this list increase from 21 to 22, with the newest reason being the following:
Passengers who fail to use headphones while listening to audio or video content.
So there you have it — you can now be kicked off a United flight for listening to audio without headphones (presumably there would first be multiple warnings, but this assumes passengers are unwilling to cooperate).
I’m a fan of putting this language in the contract of carriage
While many airlines will make announcements or have an unpublished policy asking passengers to wear headphones when listening to audio or watching videos, it’s rare to see this actually be a formal part of the contract of carriage.
I’m a big fan of United formalizing rules in this way. Passengers not using headphones at airports and onboard planes is one of my biggest travel pet peeves, and it amazes me how many poorly behaved passengers there are, who just have no consideration for others.
This is only becoming a bigger problem over time, between the increased use of personal devices, the public consuming more short form video content, and the increasing availability of fast and free Wi-Fi. With United installing Starlink Wi-Fi, I imagine this is becoming more of an issue than ever before onboard flights.
I hope this contract of carriage update also comes with some additional guidance and training on enforcing policies.
Bottom line
United Airlines has updated its contract of carriage to now formally require passengers to wear headphones when listening to audio or watching videos. The contract of carriage is really what dictates behavior passengers have to adhere to, so I’m happy to see this being addressed, given that this is an increasing problem (with Starlink soon becoming the norm).
What do you make of United updating its contract of carriage regarding headphones?
Um, United Airlines, some of us use cochlear implants. Phones and devices can be set to Bluetooth with those implants, and I would like those to be considered as headphones for the purposes of this Contract of Carriage. The same might go for hearing aids.
Get over yourself. Always your kind complaining about everything.
Too bad people dont have common manners, as this is a no-brainer.
I am overwhelmingly happy to see this change. I am riding on a Massport Airport Employee parking bus right now from Boston Logan Airport, and wish they would adopt the same rules. After a hard day at work, no one wants to hear your personal phone conversation (least of all on speaker phone). Nor do we want to hear the audio portion of your doom scrolling on Facebook!
Might sound stupid, but when I purchase an electronic ticket, where exactly will I find details of the Contract of Carriage? Or, is this in fine print somewhere I might never see it?
European airlines send you a 10+ page flight confirmation email and the T&Cs are included in that. Do US airlines do the same?
Hmmmm....I just checked the emailed receipt I got from Hawaiian in 2024 and it just was a single paragraph talking about flammable liquids and "getting stranded in another country is your problem, bud......" 0.1% of the info from BA, Virgin or Easyjet.
In Japan announcements are made onboard trains 'to have mobile phones on silent mode and to refrain from talking on the phone'
The same should apply to aircraft and be a worldwide instruction.
You must not fly very much. You can't use your cellphone once the cabin door closes. Your phone has to be in airplane mode.
You totally can use your phone after the door closes if the plane has wifi and they don't restrict access to communication apps such as Facetime or WhatsApp.
Same should go for screaming children.
Yea just open the door and chuck them out.
Yes the lounges have gotten as bad as the planes. Really how hard is it to buy a cheap pair of earbuds for $10?
Good onya United, I personally am sick to bloody death of these rude, ill-mannered ass-holes. I always take them on, I always walk towards them and say, "Excuse me Sir, do you know why they call these personal devices?" ( Holding up my phone ).... "Because they are bloody personal", "use your headphones" .... So I am glad United has the balls to take these people on as well. I hope more airlines do it,...
Good onya United, I personally am sick to bloody death of these rude, ill-mannered ass-holes. I always take them on, I always walk towards them and say, "Excuse me Sir, do you know why they call these personal devices?" ( Holding up my phone ).... "Because they are bloody personal", "use your headphones" .... So I am glad United has the balls to take these people on as well. I hope more airlines do it, especially the Middle Eastern and Indian airlines where this sort of rudeness and selfish behavior has become a pandemic
Excellent News. I hope for lounges next. And then, ban the toxic tik Tok and instagram influencers that trash the travel experience. Scum of the earth that ruin travel.
Whether I am in a plane, a hotel breakfast or exec lounge, the electric drizzle sound coming from someone holding their phone on speaker, is too much for a public place.
As ever politely as I can, I ask the person to put the phone on their ear either speaking or motioning.
Yes I shouldn't have to do this if people had any manners. Fortunately I believe the politeness works.
If not...
Whether I am in a plane, a hotel breakfast or exec lounge, the electric drizzle sound coming from someone holding their phone on speaker, is too much for a public place.
As ever politely as I can, I ask the person to put the phone on their ear either speaking or motioning.
Yes I shouldn't have to do this if people had any manners. Fortunately I believe the politeness works.
If not then going to hotel management or airplane stewards falls far below in the pale. They are either too shy and not properly trained to handle these situations.
Now make it worldwide, selfish and idiots.
While good news, what about the very many inapropriate things that interrupt others on flights. The other real issue is that it does not mention about enforcement. I could see people having a problem because one person is not even warned and removed while others get many warnings....Futher this is one of many things that seems to be less to not a problem on foreign airlines.
Fantastic! What about lounges?
Now do lounges
Totally agree- my main frustration as well. I just had to listen to 1hr 40mins of children's songs from the seat behind me. How will they "kick them off" though? Impossible while in the air! But maybe not let them onto connecting flights if they disregard crew instructions?
I have been working on a concept to deal with it. A tube comes down from above, and sucks them out of the plane.
I was on a hopper to Serbia from prague, and spent the entire flight having a kid kick my seat from behind. Was a f*cking long flight.
I just flew SAN-IAH last Friday. Lady passenger across aisle one row behind me was going through tik tok or something through boarding process, safety announcements and up til after pushback. Not that I focus on the stupid blue ball safety video but I really could barely hear it anyway. I sincerely hope UA flight attendants enforce this, the level of rudeness is beginning to go off the charts. Same thing on an ITA flight recently, it’s not just here in the US.
That is great news! It’s amazing that people are stupid enough to do that, but I have witnessed it several times.
Great! Well done United! They are now my first choice airline when travelling in the USA!
Good they added that, but at the same time it is a sad state of affairs that this was needed...
This should be the situation in every public space. If people can't have the decency to keep their reels/YouTube/FaceTime to themselves, then ban them from restaurants, coffee shops, and everywhere else that civilized people would like to spend time.
In this era, you hear sbout crass, rude unruly behavior practically on a daily basis. Since about 2017. Hmmm
Next should be the IDIOTS who speak on their cell phones on speaker mode in the lounge (thus you have to listen to both sides of the conversation) and the IDIOTS who think that the lounge space is their private office and have Teams Meetings on speaker mode
They are total A-Holes!
It is sad the airline has to implement this additional rule... A common courtesy and being aware of the others in an enclosed space should be on everybody's mind. If Japanese, Taiwanese can do, then why not the others..
It's a rhetoric question... Alas, we all know the answer.
Maybe wifi should be really limited to messaging services... No live calls
This is fantastic news. I hope it’s also a part of lounge rules too.
Absolutely!!! Even airports should make it a rule!! I just left SFO tonight and saw a monitor with a notice that SFO is a "Quiet Airport" and use of headphones is required when listening to audio or video. Needs to say NO Speakerphone calls too!! Just to spell it out for all those A-Holes out there!
I wonder if this problem has been exacerbated by (1) the removal of seat-back IFE and/or (2) the disappearance of 3.5mm headphone jacks from so many devices. If this was 10 years ago, airlines could provide wired headphones for unruly pax to use, but that’s no longer an option.
Not making excuses for that despicable behavior - were all those people raised by wolves?
United hands out headphones (w/3.5mm jack) to listen to the seat back IFE (yes, they still have a jack). No excuses not to use it, other than people are just assholes.
Great news but surely non compliance will only be proved once in the air. The only way it can be effective is if the passenger is banned from flying again with United or for a certain time
Don’t threaten. Just do it.
Also, enough of the ‘blue balls’ safety video. Time for a refresh.
Hallelujah. Normalize this everywhere please! Can we also have it apply to buses, doctors offices, waiting rooms, etc? Asking for a friend
I was on Emirates 1st class MXP to JFK. There was this Russian woman 1 row over. Despite the closed doors I could hear her loudly. She was on phone calls thru WiFi. FA had nerve to say other person on phone is hard of hearing. Then when I complained again FA said “I know you upgraded with points and you want to experience first”. I cut her off. I’ve paid full fare for first....
I was on Emirates 1st class MXP to JFK. There was this Russian woman 1 row over. Despite the closed doors I could hear her loudly. She was on phone calls thru WiFi. FA had nerve to say other person on phone is hard of hearing. Then when I complained again FA said “I know you upgraded with points and you want to experience first”. I cut her off. I’ve paid full fare for first. What are the points for that I earned? It was beyond rude
Then her bf joined her and they both shouted at each other. I’ll never forget it. 8 hours of yelling. Long blond hair and despite the plane coming in at dusk, she wore her oversized sunglasses on board
As we taxied to the gate she got up and walked to the front where her bf was seated. I looked at the FA and she had this worried look. It was too much. I stood up and went the plane door. I looked at FA and said “if she can break FAA rules I can and I’ll be first off this plane where you don’t enforce rules”
Next thing the Russian was yelling at me. I looked at FA and said “tell her to sit down or this will escalate and the Marshalls will board the plane and arrest people”. She made her sit
Whether it’s yelling or playing your media without a headphone or yelling into a phone call, it should not happen. FA should stop it.
Of course they were Russians.... they have moved to Number 1 for awful global tourists, with Indians and Israelis close behind.... Well known fact, especially in Thailand
This is why I refuse to fly Emirates. Too many rude Russians and Arabs shrieking in their phones. The first class experience is ruined by these people.
Not surprised they were russians. The ones that I have had the misfortune of being in close proximity to for the last two years when I visited the Maldives, have been the rudest, loudest persons I have ever met.
What do you expect from gopnik trash? I'm surprised he didn't shank you.
How are they going to enforce this in the middle of the flight (when this actually is a problem)?
This is the downside to free wifi and why I'm very unhappy about it. Wifi should be locked behind a small fee just to prevent the nuisance makers.
Right, because wrong doers can't afford wi-fi lmao. Have you ever heard of downloaded content before patrons board the plane?
I'm much more concerned about tiktokers and children than frequent travelers who take the time to preload their devices with content in advance of a flight. One group generally has impulse control and a sense of etiquette, the other does not.
Saying this from practical experience.
Also, look up levels of friction. Even small amounts of friction results in drastically lower consumption of any good. Airlines charge for usable wifi now and 80% of...
I'm much more concerned about tiktokers and children than frequent travelers who take the time to preload their devices with content in advance of a flight. One group generally has impulse control and a sense of etiquette, the other does not.
Saying this from practical experience.
Also, look up levels of friction. Even small amounts of friction results in drastically lower consumption of any good. Airlines charge for usable wifi now and 80% of the flight doesn't use it as a result.
I thought the safety aspect was headphones being removed during safety briefings (somewhat weak)
And during take-off and landing (definitely advisable, to follow crew instructions in case of an emergency)
But I do agree that this is a welcome development.
Not on United... people continue to talk through safety videos and they do not make you take off your personal headset..... other airlines require that
Hope it extends to making loud calls on the plane in the future.
Beautiful! It’s sad that simple manners need to be explicit.
I really like United lately, but the no carryon for basic econ is really annoying.
Get a explorer card that gives you luggage on basic econ.
Plus two yearly passes to the United club where you can hear people blast their phones everywhere
Finally United did something in the customer’s favor! Good job!
Excellent news, thanks for sharing
Here’s how the rule should work in practice:
Warning #1: Passenger is told by a crew member to mute the audio on their device. If they don’t comply with the crew member’s instructions to mute the audio, proceed with Warning #2.
Warning #2: Passenger’s eardrums are gouged out with an ice pick.
The cabin is then quiet.
Although I like the concept, I think the cabin would then be filled with the offending passenger’s screaming.
If I may suggest an improvement to the concept… before gouging their ears out with a cocktail stirrer, they shall have their mouth bound with duct tape.
@TravelinWilly, LOL
That’s barbaric and ridiculous. Consequences don’t need to mean extreme physical abuse.
How about just taking away the offending device for second offence. Act like a child, get treated as a child
This will not be enforced by FA's. They can't even get people to stop putting their feet on the bulkhead wall.
Is that in the contract of carriage?
I guess that depends if respecting the condition and cleanliness of the aircraft is....
Please let AA in Miami do the same thing. There’s an entire region of the world that believes all calls need to be on WhatsApp video and FaceTime; all without headphones.
Miami - An entire city of rude, pushy, self centered people UGH ... you know who you are
Fantastic, I hope other airlines and airports adopt the policy.
Agreed, so long as they recognize cochlear implants and hearing aids using Bluetooth as headphones.
Excellent move! It's such inconsiderate and selfish behaviour. Well done to United for formalising it. That said, I wonder how strictly enforced it will be. How many warnings is too many in the time between boarding and take off? Still, at least the cabin crew have something in writing to point to now.
Just last week I was sitting at JFK waiting to board a flight and there was a young man (mid-20s) sitting with his dad waiting across from me; the young man was watching a prequel to GoT without headsets at a loud volume. Dad said nothing. I would've moved, but the next row had young kids playing video games on their iPads, also without headsets. It's so incredibly rude to assume that I want to...
Just last week I was sitting at JFK waiting to board a flight and there was a young man (mid-20s) sitting with his dad waiting across from me; the young man was watching a prequel to GoT without headsets at a loud volume. Dad said nothing. I would've moved, but the next row had young kids playing video games on their iPads, also without headsets. It's so incredibly rude to assume that I want to listen to the show you're watching or listening to the noises from your kids video games. Headsets exist for a reason -- use them. Also a HUGE pet peeve of mine, hope more airlines follow suit.
Well, since United doesn’t fly at JFK anymore, next time, please consider originating from LGA or EWR, where United does operate, and maybe, if you’re lucky, they’ll start enforcing the new headphones policy at their gates and in waiting areas, too. One can dream!