Passengers flying with United Airlines will now be required to use headphones when listening to audio or watching videos during flights, after the US carrier updated its passenger policy to address a growing onboard nuisance.

The airline confirmed that the rule was added in late February to its official Contract of Carriage – the legal document outlining passenger rights and responsibilities when travelling with the airline.

According to the updated policy, travellers who play audio or video without headphones may face removal from the aircraft if they refuse to comply with crew instructions.

Addressing a common inflight complaint

United said the change was introduced to tackle one of the most frequent complaints from passengers: travellers playing music, videos or social media content aloud during flights.

While the airline had previously encouraged customers to use headphones, reminders were mainly included in onboard Wi-Fi usage guidelines. The new wording strengthens that guidance by making headphone use a formal requirement.

The provision now appears in the section of the Contract of Carriage dealing with “refusal of transport”, which lists circumstances under which a passenger may be denied boarding or removed from a flight.

Possible removal from flights

Under the revised rules, passengers who refuse to use headphones when listening to any audio or watching videos can be removed from the aircraft.

The airline also stated that travellers responsible for causing “any damage, loss, or expenses” could be required to compensate the airline for those costs.

Airlines periodically update their passenger policies to clarify onboard behaviour expectations as personal devices and streaming services become increasingly common during flights.