United is making a change to how it gives customers money back after flight delay — it won't "proactively" give customers refunds for flights delayed less than six hours. The airline detailed the change in an internal memo to employees. "As always and in the frontline operation, you’re empowered to make great service decisions in the best interest of our customers," according to the internal memo. "When situations arise, and they warrant compensation outside of this guideline, do the right thing to take care of the customer," the memo also states. "With the ongoing enhancements within the In-the-Moment Care app, you can issue compensation on the spot, recover service disruptions, and avoid sending the customer to a website or service desk." Delta has a similar compensation procedure. "This policy empowers our employees to make more personalized service decisions for our customers when a disservice occurs," a United spokesman said. "We will continue to analyze feedback on our policies and further invest in approaches that are most appreciated by our customers."<br/>