GENERAL POLICY ]S*R.G; 
STAR ALLIANCE POLICY ]S*R.G;
AMENITIES CHART ]S*R.C; 
DEFINITION OF TERMS ]S*R.D;
SPECIAL AMENITIES ]S*R.S; 
INVOLUNTARY REROUTING ]S*UAL/INVOLUNTARY REROUTE; 
STAR ALLIANCE REROUTE ]S*UAL/ALLIANCE-REROUTE;
BUSINESS1 ]S*UAL/BUSINESS1;
-----GENERAL POLICY-----
- NOTE: THE DECISION TO PROVIDE AMENITIES REST WITH 
AIRPORT MANAGEMENT...ONLY...RESERVATIONS WILL 
NOT BE INVOLVED IN THIS PROCESS BUT SHOULD BE 
AWARE IN CASE OF CUSTOMERS INQUIRIES. 
STAR ALLIANCE:
- FOR CONSISTENT CUSTOMER SERVICE PROCESSES DURING AN
IRREGULAR OPERATION...COMMON POLICIES AND PROCEDURES 
HAVE BEEN AGREED TO BY THE STAR ALLIANCE CARRIERS.
- THESE PROCEDURES APPLY TO ALL CONFIRMED AND/OR ACCEPTED
CUSTOMERS IRRESPECTIVE OF THE CLASS OF TRAVEL...
THROUGHOUT THE STAR ALLIANCE NETWORK. WE ALSO
RECOGNIZE AND GIVE PRIORITY TO OUR PREMIUM CLASS AND
MOST VALUED FREQUENT FLYER CUSTOMERS WHEN CONSIDERING
THE PROVISION OF THESE SERVICES.

-----AMENITIES CHART-----
- SUMMARY CHART OF AMENITIES THAT MAY BE PROVIDED DUE TO
UA/UAX CONTROLLABLE DELAYS/CANCELLATIONS/WEATHER/FAA
LIMITATIONS. NO...INDICATES NONE ARE PROVIDED.
- FOR CUSTOMERS WHO WERE PREVIOUSLY DIVERTED AND
NOW ARRIVING LATE AT THEIR CONNECTING STATION...
REFER TO THE *CONNECTING* LINE IN AMENITIES CHART.
- FOR CUSTOMERS WHO ARE DIVERTED AND CURRENTLY IN
THE DIVERSION STATION...REFER TO THE *DIVERTED* LINE
IN THE AMENITIES CHART.
.
.
.
**REFER TO DEFINITION OF TERMS NUM 7 FOR MEAL VOUCHER**
CUSTOMER TYPE / WEATHER/FAA DELAY / UA/UAX-CONTROLLABLE
HTL MLS GRD COM HTL MLS GRD COM
ORIG/LOCAL NO NO NO NO NO YES NO NO
CONNECT/STOPOVR NO NO NO NO YES YES YES YES
THRU NO NO NO NO YES YES YES YES
DIVERTED-DOM NO* YES NO* YES YES YES YES YES
DIVERTED W/BUS NO NO YES YES NO NO YES YES
DIVERTED- INTL YES YES YES YES YES YES YES YES
GLOBAL SERVICES YES YES YES YES YES YES YES YES
1K/PASS PLUS YES YES YES YES YES YES YES YES
STAR GOLD NO** NO** NO** NO** YES YES YES YES
INTL F/INTL C YES YES YES YES YES YES YES YES
DOMESTIC F YES YES YES YES YES YES YES YES
SPECIAL NEEDS NO YES YES YES YES YES YES YES
CUSTOMERS I.E. UNMR..DISABILITY CUST..ELDERLY..ETC.
NOTE: FOR SPECIAL NEEDS CUSTOMERS..AMENITIES APPLY TO
MAINTAIN THE SAFETY AND WELFARE OF THESE CUSTOMERS.
- *IF THE CUSTOMER IS DIVERTED TO AN UNSCHEDULED POINT
BETWEEN 10PM-6AM..HOTELS SHOULD BE PROVIDED IF
FLIGHT NOT PLANNING TO LEAVE.
- **EXCEPTION: INTERNATIONAL ITINERARIES INCLUDING
CONNECTING DOMESTIC PORTIONS.
HTL-HOTELS MLS-MEALS GRD-GROUND TRANSPORTATION
COM-COMMUNICATIONS-1 FAX OR 3 MINUTE PHONE CALL
- SEE BELOW FOR DEFINITION OF TERMS OR S*R.D
----- ----- DEFINITION OF TERMS ----- -----
- 1.ORIGINATING/LOCAL RESIDENT...AT POINT OF ORIGIN ON
TICKET AND/OR A LOCAL RESIDENT.
- 2.CONNECTING...ARRIVING BY AIR AT A TRANSFER POINT AND
HOLDING CONFIRMED RESERVATION AND TICKET.
- 3.THROUGH PASSENGERS...AT AN INTERMEDIATE POINT OF A
MULTI-STOP FLIGHT WITH SAME FLIGHT NUMBER.
- 4.STOPOVER...AT INTERMEDIATE POINT OF HOLDING CONFIRMED
RES/TKT THAT IS USUALLY 1ST LEG OF CUST RETURN ITIN.
- 5.DIVERTED...DUE TO A NON-SCHEDULED STOPPING POINT.
- 6.DIVERTED W/ BUS...PROTECTED TO ORIGINAL
DESTINATION/ONWARD CONNECTING POINT BY BUS.
- 7.HOTEL...1 NIGHT LODGING IF THE DELAY WILL EXCEED 4
HOURS BETWEEN 2200-0400 WHICH IS W/IN UA/UAX CONTROL
NOTE: IF CUSTOMER REQUESTS ALTERNATE GROUND
TRANSPORTATION VERSUS OVERNIGHT HOTEL ACCOMMODATIONS
IT IS ACCEPTALBE TO AUTHORIZE IF THE TRANSPORTATION
IS LESS THAN THE HOTEL EXPENSE. EXAMPLE..FOUR
CUSTOMER TAKE ALTERNATE GROUND TRANSPORATION FOR
A TOTAL OF $200 VERSUS$100 PER NIGHT PER CUSTOMER
EQUALING $400.
- 8.MEALS...MEAL VOUCHERS SHOULD BE OFFERED ONLY WHEN THE
DELAY EXCEEDS 4 HOURS AND FLIGHT ORIGINALLY OFFERED
A COMPLIMENTARY MEAL. AS AN EXAMPLE MEAL VOUCHERS
SHOULD NOT BE GIVEN TO CUSTOMERS BOOKED ON TED FLTS.
MEAL VOUCHERS SHOULD NOT BE OFFERED TO ECONOMY CABIN
CUSTOMERS WHEN BUY ON BOARD FLIGHTS ARE DELAYED OVER
4 HOURS. EXCEPTION: IF HOTEL ACCOMMODATIONS ARE
OFFERED DUE TO FLIGHT CANCELLATION..CUSTOMER
MAY BE PROVIDED UP TO TWO MEAL VOUCHERS.
NO ALCOHOL BEVERAGES WILL BE PROVIDED.
AMOUNTS TAKING INTO CONSIDERATION LOCAL AIRPORT
MEAL VOUCHERS SHOULD INDICATE SPECIFIC DOLLAR
AMOUNTS TAKING INTO CONSIDERATION LOCAL AIRPORT
AVERAGE DOLLAR AMOUNTS. CUSTOMERS SHOULD BE
ADVISED THAT THE VOUCHER IS TO COVER THEIR MEAL
AMOUNTS.
IN ADDITION IF APPROPRIATE MEAL VOUCHERS MAY BE
OFFERED TO CUSTOMERS WHO ELECT TO WAIT UNTIL THEIR
BAGGAGE ARRIVES ON A LATER FLIGHT.
RECOMMENDED AMOUNTS:
BREAKFAST - RANGE FROM $3.00 - $10.00
LUNCH - RANGE FROM $5.00 - $10.00
DINNER - RANGE FROM $7.00 - $15.00
- 9.COMMUNICATIONS...CUSTOMERS MAY BE ALLOWED ONE 3
MINUTE PHONE CALL. USE UNITEL WHEN
POSSIBLE.
-10.GROUND TRANSPORTATION...IF LODGING IS PROVIDED UA
WILL ARRANGE PUBLIC CONVEYANCE TO/FROM LODGING UNLESS
COURTESY TRANSPORTATION IS PROVIDED BY HOTEL.
-11.GROUND TRANSPORTATION ALTERNATE AIRPORT...TRANS-
PORTATION VIA PUBLIC CONVEYANCE/CHARTERED BUS MAY BE
PROVIDED FROM POINT OF INTERRUPTION TO DESTINATION
POINT.
WHERE FLIGHT DIVERSION IS BETWEEN AIRPORT GROUPINGS
ABOVE..GROUND TRANSPORTATION WILL BE PROVIDED TO THE
ORIGINAL DESTINATION AIRPORT IN LIEU OF REFUND.
THIS PROCESS IS THE SAME FOR BOTH UA AND UAX.
-12.CONTROLLABLE DELAYS...AN IRREGULARITY IS CONSIDERED
CONTROLLABLE IN THE FOLLOWING SITUATIONS: WHEN IT
OCCURS UNDER THE CONTROL OF STAR ALLIANCE MEMBERS
EXAMPLE: TECHNICAL OR INDUSTRIAL DISPUTE.
-13.UNCONTROLLABLE DELAYS...AN IRREGULARITY IS
CLASSIFIED AS UNCONTROLLABLE IN THE FOLLOWING
SITUATIONS: INDUSTRIAL DISPUTE OUTSIDE OF THE
STAR ALLIANCE...ATC...WEATHER...AIRPORT AUTHORITIES
ALL OTHER DELAYS NOT IN CONTROL OF STAR ALLIANCE
MEMBERS.
.
.
.
.
-----SPECIAL AMENITIES----- 
- THE FOLLOWING SPECIAL AMENITIES ARE IN ADDITION TO OUR
NORMAL AMENITIES LISTED ABOVE. THEY ARE ONLY EXTENDED
FOR OPERATIONAL DELAYS/CANCELLATIONS UNDER UA/UAX
CONTROL. EXAMPLES: MECHANICALS OR CREW SHORTAGES.
CHECK FLIFO TO DETERMINE IF UNITED HAS CONTROL.SEE 
HOW F:REASON...FOR DECODING OF FLIFO REASON CODES.
- LOCAL CUSTOMER SERVICE MANAGEMENT ADMINISTERS THE 
SPECIAL AMENITIES PROGRAM FOR INCONVENIENCED CUSTOMERS
- FOR CANCELLATIONS: 
PROVIDE A $25.00 INCONVIENCE VOUCHER -FO 650- TO ALL 
REVENUE AND MILEAGE PLUS AWARD TICKETED CUSTOMERS. 
- CUSTOMER PROCESSING: 
PASS OUT PRE-PRINTED HANDOUT MATERIAL STATING HOTEL 
RATES AND GROUND TRANSPORTATION TO STRANDED CUSTOMERS
NOT COVERED BY AMENITIES POLICY. 
IF MISHANDLED BAGGAGE SITUATION OCCURS AND CUSTOMER 
IS WITHOUT OVERNITE BAG OFFER A RON KIT. 

DELETE: N/A OWNER: WHQCS UPDATE: ]S*H;

S*UAL/DOWNGRADE                                                 
                  DOMESTIC DOWNGRADE POLICY                     
FOR INTERNATIONAL DOWNGRADE POLICY SEE>S*UAL/INTL-COMPENSATION; 
                                                                
        DOWNGRADE POLICY:   >S*R.D;                             
        PURCHASED FIRST:    >S*R.F;                             
        AWARD TICKET:       >S*R.A;                             
        500 MILE E-UPGRADE  >S*R.E;                             
        REGIONAL/SYSTEMWIDE >S*R.R;                             
        MILEAGE PLUS MILES  >S*R.M;                             
        PAPER CERTIFICATES  >S*R.P;                             
        CONNECTING PSGRS    >S*R.C;                             
                                                                
WHEN AN AIRCRAFT IS DOWNSIZED TO A SMALLER PLANE OR WHEN        
UNITED FIRST OR UNITED BUSINESS IS OVERSOLD SOME CUSTOMERS      
MAY BE DOWNGRADED AND SEATED IN UNITED ECONOMY.                 
DIS-SERVICED CUSTOMER WHO ARE DOWNGRADED FROM THEIR             
ORIGINAL RESERVATION REQUIRE IN MOST CASES AN ADJUSTMENT        
IN THEIR FARE OR A RETURN OF THE PAYMENT USED TO UPGRADE        
TO THE HIGHER CABIN.  IN SOME CASES ADDITIONAL COMPENSATION     
IS APPROPRIATE AND CPR SHOULD BE THE TOOL THAT IS USED FOR      
THOSE CUSTOMERS.                                                
                                                                
MILEAGE PLUS CUSTOMER SERVICE WILL NOT GIVE ADDITIONAL          
COMPENSATION.  PLEASE DO NOT REFER CUSTOMERS TO MPLUS           
UNLESS DIRECTED TO BELOW. PLEASE DO NOT SET EXPECTATIONS        
AS TO THE AMOUNT MPLUS WILL REFUND.                             
                                                                
THE FOLLOWING CHART WILL HELP ILLUSTRATE HOW TO MAKE            
ADJUSTMENTS FOR A CUSTOMER THAT IS DOWNGRADED.                  
                                                                
 - PURCHASED FIRST OR BUSINESS INCLUDING QUP FARES              
      GIVE THE CUSTOMER A CLASS OF SERVICE ADJUSTMENT FORM      
 - AWARD TICKET IN FIRST OR BUSINESS                            
      ADVISE CUSTOMER TO CALL MILEAGE PLUS FOR RECREDIT         
      OF THE DIFFERENCE IN MILEAGE.                             
      THEY SHOULD HAVE THEIR BOARDING PASS AVAILABLE            
      IN CASE MPLUS REQUESTS TO HAVE IT SENT TO THEM.           
 - 500 MILE E-UPGRADES                                          
      ADVISE THE CUSTOMER THAT THE MILES WILL AUTOMATICALLY     
      RETURNED TO THE MILEAGE PLUS ACCOUNT.                     
 - REGIONAL OR SYSTEMWIDE E-UPGRADES                            
      ADVISE CUSTOMERS ON SINGLE FLIGHTS THAT THE UPGRADE       
      WILL BE RECREDITED. FOR CUSTOMERS ON CONNECTIONS          
      PLEASE SEE BELOW.                                         
 - MILEAGE PLUS MILES VIA AUTOCERT                              
      ADVISE CUSTOMERS ON SINGLE FLIGHTS THAT THE MILES         
      WILL BE RECREDITED.  FOR CUSTOMERS ON CONNECTIONS         
      PLEASE SEE BELOW.                                         
 - PROMOTIONAL PAPER OR OTHER PAPER UPGRADES                    
      RETURN PAPER UPGRADE IF POSSIBLE.  ISSUE A CPR            
      UPGRADE OF SIMILARY TYPE IF UNABLE TO RETURN THE          
      ADVISE CUSTOMERS ON SINGLE FLIGHTS THAT THE MILES         
      WILL BE RECREDITED.  FOR CUSTOMERS ON CONNECTIONS         
      PLEASE SEE BELOW.                                         
 - PROMOTIONAL PAPER OR OTHER PAPER UPGRADES                    
      RETURN PAPER UPGRADE IF POSSIBLE.  ISSUE A CPR            
      UPGRADE OF SIMILARY TYPE IF UNABLE TO RETURN THE          
      ORIGINAL CERTIFICATE.                                     
 - CONNECTION CUSTOMERS USING REGIONAL/SYSTEMWIDE/MILES         
      ISSUE EQUIVALENT CPR E-UPGRADE WHEN THE PASSENGER*S       
      ITINERARY HAS BEEN DOWNGRADED FOR A MAJORITY OF THE       
      PASSENGER*S TRAVEL BASED UPON MILEAGE.                    
NOTE:  CONNECTING CUSTOMERS USING SALES UPGRADES MAY BE         
       GIVEN CPR UPGRADES INTO THEIR PERSONAL ACCOUNTS

8.MEALS...MEAL VOUCHERS SHOULD BE OFFERED ONLY WHEN THE
DELAY EXCEEDS 4 HOURS AND FLIGHT ORIGINALLY OFFERED
A COMPLIMENTARY MEAL. AS AN EXAMPLE MEAL VOUCHERS
SHOULD NOT BE GIVEN TO CUSTOMERS BOOKED ON TED FLTS.
MEAL VOUCHERS SHOULD NOT BE OFFERED TO ECONOMY CABIN
CUSTOMERS WHEN BUY ON BOARD FLIGHTS ARE DELAYED OVER
4 HOURS. EXCEPTION: IF HOTEL ACCOMMODATIONS ARE
OFFERED DUE TO FLIGHT CANCELLATION..CUSTOMER
MAY BE PROVIDED UP TO TWO MEAL VOUCHERS.

-----GENERAL POLICY-----
- NOTE: THE DECISION TO PROVIDE AMENITIES REST WITH 
AIRPORT MANAGEMENT...ONLY...RESERVATIONS WILL 
NOT BE INVOLVED IN THIS PROCESS BUT SHOULD BE 
AWARE IN CASE OF CUSTOMERS INQUIRIES.