S*UAL/INVOLUNTARY REROUTE-AMENITY UPDATED 13JUN08
GENERAL POLICY »S*R.G
STAR ALLIANCE POLICY »S*R.G
AMENITIES »S*R.C
INVOLUNTARY REROUTING »S*UAL/INVOLUNTARY REROUTE
(INCLUDING DOMESTIC PORTIONS OF AN INTL ITINERARY) CUSTOMERS
-----GENERAL POLICY-----
- NOTE: THE DECISION TO PROVIDE AMENITIES REST WITH THE
AIRPORT OPERATIONS DIVISION ONLY. RESERVATIONS WILL
NOT BE INVOLVED IN THIS PROCESS BUT SHOULD BE
AWARE IN CASE OF CUSTOMER 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 REGARDLESS 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.
***HOTEL AND $15 MEAL VOUCHER***
ONLY 1 NIGHTS LODGING AND A $15 MEAL VOUCHER MAY BE
PROVIDED FOR FLIGHT INTERRUPTION IF AT LEAST 1 OF THE
FOLLOWING CRITERIA ARE MET:
- FLIGHT CANCELLATION ATTRIBUTED TO REASON WITHIN UA CONTROL
AND UNABLE TO ACCOMMODATE CUSTOMER TO THEIR SCHEDULED
DESTINATION BY THE LAST DEPARTURE OF THE DAY.
- CUSTOMER MISCONNECTS DUE TO FLIGHT DELAY WITHIN UNITEDS
CONTROL AND UNABLE TO ACCOMMODATE CUSTOMER TO THEIR
SCHEDULED DESTINATION BY THE LAST DEPARTURE OF THE DAY.
- ANY FLIGHT INTERRUPTION INCLUDING THOSE CAUSED BY WEATHER
OR ATC THAT RESULTS IN GS/1K/PASSPLUS/UF/UB OR STAR GOLD
(INCLUDING DOMESTIC PORTIONS OF AN INTL ITINERARY) CUSTOMERS
BEING UNABLE TO REACH THEIR SCHEDULED DESTINATION BY THE
LAST DEPARTURE OF THE DAY.
- FLIGHT DIVERSION TO NON-SCHEDULED STOPPING POINT AND UNABLE
TO ACCOMMODATE CUSTOMER TO THEIR SCHEDULED DESTINATION
BY THE LAST DEPARTURE OF THE DAY.
*LODGING WILL NOT BE PROVIDED TO ANY CUSTOMER WHEN A
FLIGHT DIVERSION OCCURS AMONG ONE OF THE FOLLOWING
AIRPORT GROUPINGS: DCA/IAD/BWI - FLL/MIA - LAX/ONT/LGB -
EWR/JFK/LGA - OAK/SFO - SJC/SFO - ORD/MKE.
NOTE: WHEN LODGING IS PROVIDED THE HOTELS COURTESY
TRANSPORTATION SHOULD BE USED TO/FROM THE HOTEL. ONLY WHEN
THE AUTHORIZED HOTEL DOES NOT HAVE COURTESY TRANSPORTATION
SHOULD A GROUND TRANSPORTATION VOUCHER BE ISSUED FOR THIS
PURPOSE AND IT SHOULD NOT EXCEED $25 ONE WAY - TWO $25
VOUCHERS MAY BE ISSUED FOR THE CUSTOMERS ROUND TRIP.
.
***GROUND TRANSPORTATION IN LIEU OF HOTEL/MEAL VOUCHER***
WHEN ECONOMICALLY JUSTIFIED GROUND TRANSPORTATION MAY BE GIVEN
TO A CUSTOMER TO REACH THEIR SCHEDULED DESTINATION OR AN
ALTERNATE AIRPORT. GROUND TRANSPORTATION MAY NEVER EXCEED
$100 PER CUSTOMER OR $250 FOR A GS CUSTOMER. GROUND
TRANSPORTATION MAY BE PROVIDED TO THE ORIGINAL DESTINATION
AIRPORT IN LIEU OF A REFUND. THEREFORE THE APPLICABLE FLIGHT
SEGMENT MUST BE VOIDED.
.
THIS POLICY INCLUDES BUS OPERATIONS (E.G. MUST HAVE AT LEAST
20 CUSTOMERS TO CHARTER A $2000 BUS). LOCAL MANAGEMENT SHOULD
BE AWARE OF AND USE THE MOST EFFICIENT AND ECONOMICAL SERVICE
PROVIDERS. COORDINATION BETWEEN POINTS OF OPERATION IS
ESSENTIAL TO FULLY UTILIZE CHARTERED BUSES.
.
***BEVERAGE CARTS**
FOR PS OR INTERNATIONAL DEPARTURES IN WHICH WE OFFER A
COMPLIMENTARY MEAL A BEVERAGE CART MAY BE USED WHEN THERE
ARE LENGTHY DELAYS OF MORE THAN TWO (2) HOURS.
.
***PHONE***
CUSTOMERS MAY BE ALLOWED ONE 3-MINUTE CALL UTILZING UNITEL
WHENEVER POSSIBLE.
.
RESOURCES: SEE CUSTOMER SERVICE MANUAL IN WEBREGS
CHAPTER 16-IRREGULAR OPERATIONS
FOR ADDITIONAL INFORMATION
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