S*UAL/IRROPS
                                         REV: 30JAN08

 UA WORLDWIDE POLICY AND ASSOCIATED RULES REGARDING
 IRREGULAR OPERATIONS(IRROPS)

 FOR IRROPS PROTECTION WORLDWIDE:  »S*UAL/IRROPS-PROTECT
 FOR MISCONNECTION TO CRUISE:      »S*UAL/IRROPS-CRUISE

 FOR FUTURE SCHEDULE CHANGE:       »S*UAL/SCHEDULE CHANGE
 FOR DISCONTINUED SERVICE:         »S*UAL/DISC SVC

 »S*R.A  IRREGULAR OPERATIONS(IRROPS) DEFINITION
 »S*R.B  GENERAL GUIDELINES
 »S*R.C  TICKET STOCK/ENDORSEMENT
 »S*R.D  RULE 240/RULE 260
 »S*R.E  IATA RESOLUTION 735D
 »S*R.F  DENIED BOARDING
 »S*R.G  INVOLUNTARY REFUND PROCEDURE

 -- IRREGULAR OPERATIONS(IRROPS) DEFINITION ---
 - IRREGULAR OPERATIONS (IRROPS) OCCUR WHEN UNPLANNED
   FLIGHT DISRUPTION REQUIRES INVOLUNTARY ITINERARY
   CHANGE
 - INVOLUNTARY CHANGE IS ANY CHANGE NOT REQUESTED BY
   PASSENGER
 - IRROPS TAKE PLACE WITH LITTLE OR NO ADVANCE WARNING.
   PASSENGER IS GENERALLY NOTIFIED DAY OF OR DAY BEFORE
   TICKETED FLIGHT
 - SCHEDULE CHANGE IS NOT CONSIDERED IRROPS. SCHEDULE
   CHANGE IS PLANNED AND ADVISED TO PASSENGER WELL
   BEFORE DATE OF TRAVEL. FOR FUTURE SCHEDULE CHANGE
   SEE »S*UAL/SCHEDULE CHANGE
 - NO SERVICE FEE OR FARE DIFFERENCE IS COLLECTED FOR
   INVOLUNTARY CHANGE DUE TO IRROPS

 CAUSE OF IRROPS THAT ARE BEYOND UNITED*S CONTROL:
 - ADVERSE WEATHER CONDITIONS SUCH AS THUNDERSTORMS/HIGH
   WINDS/FOG/FREEZING RAIN/SNOW/LOW CLOUDS
 - AIR TRAFFIC CONTROL (ATC) OPERATIONS
 - SECURITY BREACH
 - LIFE-THREATENING ILLNESS OCCURS DURING FLIGHT

 CAUSES OF IRROPS THAT ARE WITHIN UNITED*S CONTROL:
 - MECHANICAL DELAY/CANCELLATION
 - AIRCRAFT SUBSTITUTION
 - INSUFFICIENT/DELAYED CREW
 - CATERING DELAY
 - INVOLUNTARY DENIED BOARDING

 -- GENERAL RULES -------------------------
 - PROTECTION IS OFFERED TO TICKTED PASSENGERS ONLY
 - CARRIER EXPERIENCING IRROPS IS RESPONSIBLE FOR
   OFFERING PROTECTION AND UPDATING TICKET
   EXAMPLE:
   LAX UA X/HNL WP LNY
   LAX-HNL IS DELAYED 3 HOURS AND MISCONNECTS TO HNL-LNY
   UA IS RESPONSIBLE TO REBOOK HNL-LNY
 - IF CODE-SHARE FLIGHT EXPERIENCES IRROPS - OPERATING
   CARRIER IS REQUIRED TO OFFER PROTECTION AND UPDATE
   TICKET
 - NO PROTECTION OFFERED FOR INDUSTRY DISCOUNT (ID/AD)
   TICKETS

 PROTECTION ALTERNATIVES INCLUDE THE FOLLOWING:

 1) NEW FLIGHT TIME
 2) ROUTING CHANGE
 3) CO-TERMINAL CHANGE
 4) NEW FLIGHT DATE
 5) NEAREST ALTERNATE CITY
 6) CARRIER CHANGE

 FOR SAME DAY IRROPS PROTECTION - DO NOT BOOK CODESHARE
 FLIGHT. CODE-SHARE AVAILABILITY DOES NOT ACCURATELY
 REFLECT INVENTORY DURING IRROPS. BOOK TRUE OPERATING
 CARRIER.

 OFFER PROTECTION USING CARRIERS SHOWN IN ORDER OF
 PRIORITY. THE SAME GUIDELINES APPLY EVEN IF CAUSE OF
 IRROPS IS BEYOND UNITED*S CONTROL (EXAMPLE - WEATHER)
 1) UA/UAX
 2) US AIRWAYS(US) OR LUFTHANSA(LH)
 3) OTHER STAR ALLIANCE CARRIERS:
       AC/BD/JK/LO/LX/NH/NZ/OS/OZ/SA/SK/SQ/TG/TP
 4) STAR ALLIANCE REGIONAL PARTNERS:
       JP/KF/OU
 5) OTHER USA/CANADIAN AIRLINE
       VERIFY TICKETING/BAGGAGE AGREEMENT:
       AIR/XXXX  (XXXX-OTHER AIRLINE CODE TWICE)
       EXAMPLE: AIR/WNWN
 6) OTHER INTERNATIONAL AIRLINE

       VERIFY TICKETING/BAGGAGE AGREEMENT:
       AIR/XXXX (XXXX-OTHER AIRLINE CODE TWICE)
       EXAMPLE: AIR/RJRJ

 -- TICKET STOCK/ENDORSEMENT -----------------
 WHEN IRROPS PROTECTION REQUIRES TICKET REISSUE DUE TO
 REROUTE OR CARRIER CHANGE - VERIFY TICKET STOCK BEFORE
 PROCEEDING.

 - UA CAN REISSUE -016- STOCK WITHOUT AN ENDORSEMENT
 - UA CAN REISSUE STAR ALLIANCE STOCK (EXCEPT FOR SQ)
   WITHOUT AN ENDORSEMENT
 - USA/CANADIAN CARRIER TICKET STOCK FOR TRAVEL ENTIRELY
   WITHIN USA/CANADA: UA CAN REISSUE WITHOUT AN
   ENDORSEMENT
 - IN MOST OTHER CASES AN ENDORSEMENT IS REQUIRED FOR
   UA TO REISSUE TICKET AND RECEIVE PAYMENT FOR FLIGHTS
   OFFERED AS PROTECTION: SEE »S*UAL/INTL-ENDORSEMENT

 -- RULE 240/RULE 260 --------------------------
 WHEN IRROPS OCCUR - CHANGE IS PERMITTED WITHOUT SERVICE
 CHARGE OR FARE DIFFERENCE PER RULE 240. FOR COMPLETE
 INFORMATION SEE »S*FAR/DGR-RULE 240  .

 IF PROTECTION IS OFFERED FOR IRROPS IS UNACCEPTABLE
 TO PASSENGER - UNFLOWN PORTION OF TICKET MAY BE
 ELIGIBLE FOR REFUND WITHOUT PENALTY PER RULE 260. FOR
 COMPLETE INFORMATION SEE »S*FAR/DGR-RULE 260

 -- IATA RESOLUTION 735D ------------------
 WHEN IRROPS OCCUR DURING INTERNATIONAL TRAVEL - CHANGE
 IS PERMITTED WITHOUT SERVICE CHARGE OR FARE DIFFERENCE
 PER RESOLUTION 735D. ENDORSEMENT MAY BE REQUIRED. FOR
 MORE DETAILS SEE »S*UAL/IRROPS-735D

 -- DENIED BOARDING -----------------------
 INTERNATIONAL RULE 87 SPECIFIES THE FOLLOWING:
 - TRAVEL ORIGINATING IN USA: COMPENSATION IS NOT PROVIDED
   IF PASSENGER ARRIVES AT DESTINATION OR NEXT STOPOVER
   POINT WITHIN 2 HOURS OF ORIGINAL SCHEDULED ARRIVAL
   TIME
 - TRAVEL ORIGINATING IN AREA 3: COMPENSATION IS NOT
   PROVIDED IF PASSENGER ARRIVES AT DESTINATION OR NEXT
   STOPOVER POINT WITHIN ONE HOUR OF ORIGINAL SCHEDULED
   ARRIVAL TIME
 FOR ADDITIONAL INFORMATION SEE »S*UAL/INTL-COMPENSATION

 -- INVOLUNTARY REFUND PROCEDURE --------------
 FOR OTHER AIRLINE TICKET STOCK:
 REFER PASSENGER TO ISSUING AIRLINE TO REQUEST REFUND

 - AGENCY-ISSUED TICKET-

 REFER PASSENGER TO TRAVEL AGENCY TO REQUEST REFUND

 FOR UA -016- TICKET STOCK:
 - UNUSED ETKT-
 1) GO TO -ETKT REFUND-
 2) SELECT -INVOLUNTARY REFUND-
 3) CONTINUE WITH PROCESS

 - PARTIALLY USED ETKT-
 REFER PASSENGER TO UA REFUNDS DEPARTMENT TO REQUEST
 REFUND OF UNFLOWN PORTION OF ETKT. SEE »S*UAL/REFUNDS

 -UNUSED OR PARTIALLY USED PAPER TICKET-

 ADVISE PASSENGER TO MAIL TICKET WITH REFUND REQUEST TO
 UA REFUNDS DEPARTMENT. SEE »S*UAL/REFUNDS  FOR
 ADDRESS

 - UNUSED AWARD PAPER TICKET OR AWARD CONJUNCTIVE ETKT-
 SEE »S*MPI/CANCEL

 - PARTIALLY USED AWARD TICKET-
 NO MILEAGE RECREDIT GIVEN

 REFUND PROCESSING TIME:
 - CREDIT CARD FORM OF PAYMENT: UA REFUNDS TICKET WITHIN
   7 DAYS. DUE TO BILLING CYCLE ALLOW UP TO 7 WEEKS FOR
   CREDIT TO APPEAR ON CREDIT CARD STATEMENT
 - CASH OR CHECK FORM OF PAYMENT: UA SENDS REFUND WITHIN
   20 BUSINESS DAYS

   DEL: N/A         OWNER: WHQRZ         UPDATE: »S*H
»

S*UAL/MEAL                               REVISED:08SEP09

 UNITED OFFERS MEAL SERVICE ON ALL UNITED FLIGHTS LONGER
 THAN THREE HOURS (EXCEPT FOR FLIGHTS WITHIN USA/CANADA
 DEPARTING AFTER 8P). ALL MEALS ARE MONOSODIUM GLUTAMATE
 (MSG) AND PEANUT FREE. SPECIAL MEALS MUST BE ORDERED
 AT LEAST 24 HOURS PRIOR TO DEPARTURE AND CAN BE ORDERED
 ON FLIGHTS WHERE COMPLIMENTARY MEALS ARE OFFERED. REFER
 CUSTOMER TO WWW.UNITED.COM FOR MORE INFORMATION.

»S*R.A  FOOD TO PURCHASE       »S*R.D  CHANGE/CANCEL MEAL
»S*R.B  COMPLIMENTARY MEAL     »S*R.E  NRSA/NRPS
»S*R.C  SPECIAL MEAL REQUEST PROCEDURS
»S*R.F  ALCOHOL                »S*R.G  EASYPURCHASE

 PEANUT POLICY: »S*UAL/MEAL-PEANUT POLICY
 CATERING AND MEAL CHANGES: »S*UAL/ONBOARD SERVICE

 »S*UAL/MEAL-DIETARY         »S*UAL/MEAL-CHILD
 »S*UAL/MEAL-RELIGIOUS       »S*UAL/MEAL-JAPANESE
 »S*UAL/MEAL-VEGETARIAN

 -- FOOD TO PURCHASE ------------------------------
 - BUY ON BOARD ITEMS ARE AVAILABLE FOR 6.00USD -
   CREDIT/DEBIT ONLY
 - FRESH FOOD ITEMS ARE AVAILABLE FOR 9.00USD 

   CREDIT/DEBIT ONLY

 *EASYPURCHASE*: UNITED OPERATES A FULLY CASHLESS
 ENVIRONMENT ACCEPTING ONLY CREDIT AND DEBIT CARDS FOR
 ONBOARD PURCHASES OF FOOD AND ALCOHOLIC BEVERAGES IN THE
 FOLLOWING MARKETS: EFFECTIVE 23MAR09: DOMESTIC (INCL.
 CANADA/MEXICO/C.AMER AND CARIBBEAN.  EFFECTIVE 02SEP09:
 TO/FROM U.S. AND LATIN AMERICA OR TRANS-ATLANTIC.
 UNACCOMPANIED MINORS WHO HAVE PAID THE UMNR FEE AND
 COMPLETED PAPERWORK WILL RECEIVE A MEAL FREE OF CHARGE.
 SEE »S*UAL/CHILDREN-UNACCOMPANIED.G

 FOOD IS NOT OFFERED ON UNITED EXPRESS FLIGHTS. DISPLAY
 -FLIGHT SERVICES- TO VERIFY WHETHER -MEAL AT COST-
 (SNACKBOX ONLY) OR -FOOD TO PURCHASE- (SNACKBOX AND
 FRESH FOOD ITEM) IS AVAILABLE ON CUSTOMER*S ITINERARY.

 SNACKBOXES ARE OFFERED ON UNITED FLIGHTS LONGER THAN 3HRS.
 FOUR SNACKBOX VARIETIES:
 - SMARTPACK: LAVASH CRACKER/STRAWBERRY JAM/GRANOLA/
   SUNBUTTER/PEACH APPLESAUCE/WHITE CHEDDAR CHEESE/
   EMERGEN-C DRINK MIX
 - MINIMEAL: PARMESAN CHEESE SPREAD/SALAMI SLICES/POTATO
   CHIPS/WHEAT CREACKER/GRANNY SMITH APPLESAUCE/COOKIES
 - QUICKPICK: PRIME RIB TENDER CUTS/BLUE TORTILLA CHIPS
   SALSA/TRAIL MIX/SHORTBREAD COOKIES
 - RIGHTBITE: TUNA/ORGANIC CRACKERS/HUMMUS/PITA CHIPS
   GOUDA CHEESE/RAISINS/CHOCOLATE BAR

 ALL SNACKBOXES MAY NOT BE AVAILABLE ON ALL FLIGHTS.
 CONTENTS MAY VARY SLIGHTLY BASED ON PRODUCT AVAILABILITY.
 SNACKBOXES DO NOT CONTAIN PEANUTS/PEANUT FLOUR/OR
 PEANUT OIL. FOR PEANUT QUESTIONS SEE :S*R.H

 FRESH FOOD ITEM
 IN ADDITION TO SNACKBOXES - ONE FRESH FOOD ITEM IS
 OFFERED ON UNITED FLIGHTS LONGER THAN 5 HOURS. UA IS
 UNABLE TO ADVISE WHICH FRESH FOOD ITEM WILL BE OFFERED.

 BREAKFAST SERVED ON FLIGHTS DEPARTING BEFORE 10A:
 - AN ASSSORTMENT OF GOURMET CHEESE AND CRACKERS
   ACCOMPANIED BY SEASONAL FRESH-FRUIT MIXTURE/YOGURT
   AND ONE OF THE FOLLOWING: BANANA MINILOAF/RASPBERRY
   BREAKFAST CAKE/APPLE DANISH

 SANDWICH SERVED ON FLIGHTS DEPARTING BETWEEN 10A-8P
 ALL SELECTIONS INCLUDE BAG OF CHIPS
 - TERIYAKI CHICKEN SALAD WRAP: GRILLED CHICKEN BREAST
   GREEN ONION/SESAME SEEDS/TERIYAKI SAUCE/MAYONNAISE
   TOPPED WITH NAPA CABBAGE/RADICCHIO/AND CILANTRO IN
   A SOFT TORTILLA WRAP
 - MESQUITE SMOKED TURKEY CLUB: MESQUITE TURKEY BREAST
   TOPPED WITH CHEDDAR CHEESE/BACON/TOMATO/ICEBERG
   LETTUCE/AND DIJON MUSTARD/MAYONNAISE SERVED ON AN
   ASIAGO ROLL
 - MAUI CHICKEN AND MACADAMIA NUT WRAP: GRILLED CHICKEN
   BREAST TOPPED WITH NAPA CABBAGE AND RADICCHIO WITH
   MACADAMIA NUT/PLUM CREAM CHEESE WITH A SOFT TORTILLA
   WRAP

 SALAD SERVED ON FLIGHTS DEPARTING FROM 10A TO 8P. ALL
 SALADS ACCOMPANIED BY A SELECTION OF SEASONAL FRUIT.
 - CHOPPED TURKEY SALAD: CRISP ROMAINE LETTUCE TOPPED
   WITH ROASTED TURKEY BREAST/CRUMBLED BLUE CHEESE/
   TOMATO AND CUCUMBER. SERVED WITH ASIAN SESAME-GINGER

   DRESSING
 - TERIYAKI CHICKEN SALAD: A BLEND OF RADICCHIO AND NAPA
   CABBAGE TOPPED WITH TERIYAKI CHICKEN BREAST/CUCUMBER
   SLICED CARROTS AND FRESH CILANTRO. SERVED WITH
   BALSAMIC VINAIGRETTE DRESSING.

 -- COMPLIMENTARY MEAL -------------------------------
 COMPLIMENTARY (FREE) MEALS ARE OFFERED IN ALL CLASSES
 OF SERVICE ON LONG-HAUL INTERNATIONAL ROUTES
 (EXCLUDING CANADA/CARIBBEAN/MEXICO/CENTRAL AMERICA).

 ON DOMESTIC FLIGHTS THAT OFFER MEAL SERVICE..COMPLIMENTARY
 MEALS WILL BE SERVED IN FIRST AND BUSINESS (3-CABIN) CLASS.

 *EFFECIVE 1OCT08* BUSINESS CLASS ON 3-CABIN DOMESTIC
 FLIGHTS WILL OFFER COMPLIMENTARY (WITHOUT CHARGE) -BOB-
 SNACK BOXES AND FRESH FOOD ITEMS. (P.S. PREMIUM SERVICE
 MEALS ARE NOT AFFECTED BY THIS CHANGE)

 DISPLAY -FLIGHT SERVICES- TO DETERMINE WHICH MEALS ARE
 OFFERED ON CUSTOMER*S ITINERARY. COMPLIMENTARY MEALS
 ARE LISTED AS BREAKFAST/LUNCH/DINNER/SNACK.

 --- SPECIAL MEAL REQUEST PROCEDURES ------------------
 ***A MINIMUM 24 HOURS ADVANCE NOTICE IS REQUIRED***

 MUST HAVE ACTIVE PNR TO REQUEST A SPECIAL MEAL

 FASTRES: USE SPECIAL SERVICE MENU TO REQUEST MEAL
 APOLLO:  REFER TO PROFILE FOR FORMAT/CODE

 *NOTE* UNTIL FURTHER NOTICE SPECIAL MEALS *CANNOT* BE
 REQUESTED TO OR FROM MOSCOW-DME

 *NOTE* SPECIAL MEALS ARE NOT OFFERED ON THE FOLLOWING
 AIRCRAFT THAT ARE EX SHUTTLE PLANES WITH NO OVENS:
  737-300 (8:120)  SEE: »S*AIR/PLANE-737S3EP
  737-500 (8:102)  SEE: »S*AIR/PLANE-737S5EP

 1) ACCESS -SPECIAL SERVICE REQUEST- MENU
 2) SELECT NAME OF PASSENGER REQUESTING MEAL
 3) REQUEST SPECIAL MEAL USING F2 CHOICE LIST
 4) END TRANSACT AND RETRIEVE RESERVATION

 FASTAIR:
 1) PNR MENU
 2) PNR SSR
 3) ENTER SPECIAL SERVICE REQUEST
 4) USE F2 CHOICE LIST AS A GUIDE
 5) MEAL CODES AT BOTTOM OF LIST (NOT IN ALPHABETICAL
    ORDER)
    NOTE: AIRPORT USUALLY UNDER THE 24-HOUR RULE

 A) VEGETARIAN              »S*UAL/MEAL-VEGETARIAN
       ASIAN /  LACTO OVO / VEGAN

 B) CHILD                   »S*UAL/MEAL-CHILD

 C) RELIGIOUS               »S*UAL/MEAL-RELIGIOUS
      HINDU / KOSHER / MUSLIM

 D) MEDICAL                 »S*UAL/MEAL-DIETARY
      DIABETIC          HEARTSMART GUIDELINES
      GLUTEN FREE       LOW FAT-LOW CHOLESTROL
      LOW CALORIE       LOW SODIUM

 E) OTHER                   »S*UAL/MEAL-JAPANESE
      JAPANESE (WASHOKU ZEN)
      - USA TO/FROM JAPAN IN FIRST/BUSINESS CABIN ONLY

 ---CHANGE/CANCEL MEAL--------------------------------
 MUST HAVE 24-HOUR NOTICE TO CHANGE OR CANCEL SPECIAL
 MEAL.TO CHANGE MEAL REQUEST - MUST DELETE ORIGINAL
 SPECIAL SERVICE REQUEST (SSR) AND ADD NEW SSR.

 TO CANCEL SPECIAL MEAL REQUEST:
 1) GO TO -CHANGE/DELETE SPECIAL SERVICE REQUEST- MENU
 2) SELECT SSR LINE NUMBER TO BE DELETED
 3) END TRANSACT AND RETRIEVE RESERVATION

 -- NRSA/NRPS SPECIAL MEAL --------------------------
 - NRSA SPECIAL MEAL CANNOT BE ORDERED
 - NRPS RELIGIOUS/DIETARY AND INFANT MEAL CAN BE ORDERED
   WHEN COMPLIMENTARY MEAL IS SERVED

 -- ALCOHOL -----------------------------------------
 WINE/BEER/COCKTAIL (MIXED DRINK)
 ALCOHOL AVIALABLE - 6.00USD PER DRINK (DEBIT/CREDIT ONLY)
 - DOMESTIC ECONOMY CLASS
 - TRANS-ATLANTIC AND SOUTH AMER. INTL ECONOMY CLASS
 - ACCEPTED CURRENCY: US DOLLAR / EURO / BRITISH POUND /
   CHINESE YUAN (RMB) / HONG KONG DOLLAR /
)»



----------------------------------------

   JAPANESE YEN / AUSTRALIAN DOLLAR
 ALCOHOL AVAILABLE AT NO COST:
 - INTERNATIONAL FIRST/BUSINESS CLASS
 - TRANS-PACIFIC (ASIA/AUSTRALIA)/INTRA-ASIA INTL ECONOMY
 - DOMESTIC FIRST/BUSINESS CLASS

 FEDERAL AVIATION ADMINISTRATION (FAA) REGULATIONS FOR
 USA-BASED CARRIERS
 - ALCOHOL SERVED ONLY TO PASSENGER AGE 21 OR OLDER
 - ALCOHOL NOT SERVED TO PASSENGER WHO APPEARS INTOXICATED
 - PASSENGER ALLOWED ONE ALCOHOLIC BEVERAGE AT A TIME
 - ONLY ALCOHOL PROVIDED BY UNITED AND SERVED BY A
   FLIGHT ATTENDANT CAN BE CONSUMED ON BOARD

 NON-ALCOHOLIC BEVERAGES (COFFEE/TEA/FRUIT JUICE AND
 SOFT DRINKS) ARE AVAILABLE FOR NO CHARGE

 DELETE: N/A       OWNER: WHQRZ        UPDATE: »S*H
»