United s service disruption policies Overview and application guide for travel agency self-service tools April 2015
United makes proactive and reactive waiver tools available Proactive Reactive Exception policies (weather waivers) Proactive, voluntary change options Opportunity to adjust customer travel in advance of operational impact Agency rebooking parameters Reactive, involuntary change options use when a flight has been impacted by: Irregular operations (IRROPS) Schedule changes Market withdrawals
PROACTIVE United s proactive exception waivers at a glance Severity level 1 1+ 2 3 Forecasted ATC / flow control delays (e.g. storms / fog) Forecasted weather impact resulting in cancels / delays Unforeseen major disruption (e.g. ATC outage, hurricane) Major service disruption or pre-empting cancels Customer goal Day of travel flexibility Confirmed close-in change at no extra cost Choice of confirmed close-in change or re-using value toward another ticket Choice of confirmed close-in change, re-using value or a refund What is waived Change fee for same O&D Change fee Difference in fare within an immediate window and same O&D Change fee Difference in fare within a limited window and same O&D Change fee for all other uses (difference in fare applies) Change fee Difference in fare within a limited window and same O&D Change fee for all other uses (difference in fare applies) Option to refund if unused Communication method united.com/agency united.com/agency United Sales email* Loaded in Rapid Reprice united.com/agency United Sales email* Loaded in Rapid Reprice united.com/agency United Sales email* Loaded in Rapid Reprice *Enroll for email alerts at united.com/agency
PROACTIVE How does United decide when to send a waiver? A range of factors determine if and when a waiver is issued and what ticket rules will be relaxed. Waivers are intended to provide flexibility to customers in anticipation of disruptions that are highly probable to occur. Projected delays, cancellations, call volumes, etc Operations, Sales, Alliances, Customer Experience, Finance, etc Connecting and accommodating impacted travelers United balances projected disruption duration and severity with revenue and customer experience implications and impact. Aircraft / crew positioning, rebooking options, inventory availability, etc Other airline impact, projected reaction, available inventory Airport and terminal accessibility for customers and employees
REACTIVE Agency reactive self-service rebooking parameters Worldwide policy intended to enable self-service Full parameters document is located on united.com/agency, under Booking and ticketing information Document is available in 10 languages with recorded overview 2 1
REACTIVE IRROPS (Waiver code: UAIRROPS) Maximizing self-service options and flexibility to serve our mutual customers Use: Flights that have already been significantly delayed or cancelled due to irregular operations
REACTIVE UA schedule changes (Waiver code: UASKEDCHG) Industry leading flexibility to self-serve routine and non-routine changes Use: United driven schedule changes on 016 ticket stock that require reissue or action due to a change in the number of segments or a significant variance in arrival time
REACTIVE OA schedule changes (Waiver code OASKEDCHG) Closing the gap with alliance partners and codeshare flights Use: Other airline (OA) driven schedule changes on 016 ticket stock that require reissue or action due to a change in the number of segments or a significant variance in arrival time
Resources united.com/agency Operational notices Access the latest travel waivers and information, archived waiver policies, and service change guidance. Booking and ticketing information Guidance for agency self-service during disruptions. Subscribe to receive email news and alerts from United Sales
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