We continue to work hard to improve your customer experience.

Dear Oenophilist,

Providing good customer service to you is our top priority. Our systems conversion in March caused inconvenience or problems for a number of our customers, and we apologize for any issues you may have experienced. Your feedback in person, online and by email has been helpful to us in guiding our response and priorities, and we thank you for it.

We are progressing steadily and have already resolved many of the issues. Some will take longer, and we are working hard to fix them as soon as possible. Today, we want to update you on our progress, and also let you know what's to come.

Progress in our Reservations offices.
The performance measures of our Reservations offices are steadily improving. We have significantly reduced call wait times and our queues of customer emails. We recognize there are still peak demand periods when our call wait times are too long, so we continue to fix underlying issues and add resources.

Mileage credit, mileage redeposits and refunds.
Our systems conversion increased the amount of time required to credit accounts for flights and partner activity. Right now, United flight activity typically requires 48 hours for posting, while activity on certain partners may take up to 15 days. Please allow this amount of time for mileage posting before contacting us about missing miles.

Current mileage activity is now crediting accurately in the vast majority of accounts. After our systems conversion, there was a backlog of customer inquiries regarding mileage credits, redeposits and refunds. We have added substantial resources and modified our processes to be sure that we respond accurately to everyone. While we're not done yet, we have replied to most customers and are quickly addressing the remaining ones.

Star Alliance Upgrade Awards.
Star AllianceTM Upgrade Awards are bookable again on united.com. Learn more about Star Alliance Upgrade Awards.

Reminder about MileagePlus Upgrade Award co-pays.
If you request a MileagePlus® Upgrade Award that includes a co-pay, please note that we will collect it at the time you request the upgrade. If you are not successfully upgraded, we will refund the co-pay and recredit your miles for no fee. Learn more about MileagePlus Upgrade Awards.

Signing in to united.com.
We have received many customer questions about signing in to united.com. You can log in to our website in multiple ways, just as you always have:

Account number or email address or username
~ AND ~
PIN or password

Do you have more than one MileagePlus account?
If so, you should go online to merge them into one account. By having just one account, all your earning will be in one place, which means you'll get to Premier® status and awards faster. We'll combine your lifetime miles balance and account history too. It's an easy process that takes just a few minutes. Before you start, please make sure that the first and last names match between the accounts. If you have to request a name change, go to united.com first to learn what is required.

Updates for our Premier members.

Upgrades within 24 hours of departure. We understand the frustration that some of you have with being unable to request a Regional Premier Upgrade or Global Premier Upgrade within 24 hours of departure. Revising our systems to enable day-of-departure upgrades is one of our top priority projects. It will take us several months to complete, but we are committed to delivering on this for you.

Improving Complimentary Premier Upgrade processes. Premier members are eligible for Complimentary Premier Upgrades on most United- and Copa-operated flights in the United States, Canada, Mexico, Caribbean, South America and intra-Asia. If your flight is eligible for a Complimentary Premier Upgrade, be assured that we will automatically add you to the upgrade list. Once you have checked in for your flight, you can see your position on the list by going to mobile.united.com or our mobile app.

Continuing to improve our upgrade procedures is a top priority. We understand that our members place a very high value on upgrades, and we do our best to accommodate as many people as possible, and in the proper order. Learn more about the upgrade benefits for Premier members.

Other key developments are also in the works. We are simplifying and better identifying our boarding groups and boarding sequence to improve your experience at the gate. We will introduce our improved boarding process soon. Plus, we're continually refining and adding to united.com, in advance of a completely redesigned state-of-the-art website coming next year. Visit the United Hub for website details, news about United products, answers to frequently asked questions and periodic updates on a wide range of subjects.

The bottom line is that we've heard you clearly. Our entire company is focused on delivering the travel experience that you expect from us. This is our number one priority, and we'll continue to update you as we progress.

As always, thank you for flying with United.