The airline updated its contract of carriage on February 27 to include the rule, placing it under the section titled “refusal of transport.” The policy outlines circumstances in which the airline may deny a passenger the ability to travel, and now includes those who play audio or video aloud through their device’s speakers during a flight.
Under the revised policy, United reserves the right to refuse transport to passengers who continue to play entertainment on speaker after being asked to stop. In some cases, the refusal could be applied on a permanent basis if the behaviour persists or disrupts the flight experience for others.
The contract also states that passengers who cause the airline “any loss, damage or expense of any kind” could be required to reimburse the company.
In a statement explaining the change, United said the rule is largely intended to clarify expectations that already existed onboard. The airline noted that it has long encouraged passengers to use headphones when listening to audio or watching videos.
“We’ve always encouraged customers to use headphones when listening to audio content , and our Wi-Fi rules already remind customers to use headphones,” the airline said. “With the expansion of Starlink, it seemed like a good time to make that even clearer by adding it to the contract of carriage.”
The mention of Starlink refers to the satellite internet service that United is rolling out across its aircraft, allowing passengers faster and more reliable connectivity during flights. As onboard internet improves, airlines expect more passengers to stream videos or listen to online content while travelling.
Passengers who forget to bring headphones may still be able to request a complimentary pair during their flight, depending on availability, according to United’s in-flight entertainment guidelines.
The policy has sparked strong reactions online, with many travellers saying the rule simply enforces common courtesy. On social media and online forums, some users welcomed the move, arguing that playing audio aloud in confined spaces such as airplanes can be disruptive to other passengers.
One commenter suggested the same rule should also apply in airline lounges, where travellers often encounter similar behaviour.
Others pointed out that the issue has become increasingly common in recent years. Some flight attendants responding online said they frequently have to remind passengers to use headphones, describing it as a regular occurrence on flights.
According to one cabin crew member posting on Reddit, staff often find themselves addressing the issue on nearly every flight, adding that enforcing basic etiquette can distract from their primary responsibilities of service and safety.
