United Airlines has updated its flight delay compensation policies to include not proactively awarding customers refunds for delays of less than six hours.

The changes were announced through an internal memo sent to United employees and obtained by Skift, which read, “When situations arise, and they warrant compensation outside of this guideline, do the right thing to take care of the customer.”

“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,” the memo continued.