S*UAL/SCHEDULE CHANGE
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This profile details the policy and procedures notifications and protection during schedule changes. It is current as of (unknown). (FT)
S*UAL/SCHEDULE CHANGE
S*UAL/SCHEDULE CHANGE
** CUSTOMER HANDLING FOR SCHEDULE CHANGES **
DOMESTIC AND INTERNATIONAL
AUTOMATED NOTIFICATION..»S*UAL/SCHEDULE CHANGE-AUTO NOTIFY
GENERAL INFORMATION.....................»S*R.G
PROTECTION GUIDELINES-DOMESTIC TKTS.....»S*R.A
PROTECTION GUIDELINES-INTL TKTS.........»S*R.B
PROTECTION FOR TICKETED AWARD SPACE.....»S*R.D
CODE SHARE.............»S*UAL/SCHEDULE CHANGE-CODESHARE
USAIRWAYS PROTECTION AGREEMENT »S*UAL/US PROTECT
NOTIFICATION BY PHONE...................»S*R.P
PHONE INSTRUCTIONS......................»S*R.H
RULE 240................................»S*FAR/RULE 240
RULE 260................................»S*FAR/RULE 260
--- GENERAL INFORMATION ------------------------------
- EVERY SCHEDULE CHANGE ACTIVITY FALLS INTO ONE OF TWO
CATEGORIES:
MINOR SCHEDULE CHANGE -OR- MAJOR SCHEDULE CHANGE
- SCHEDULE CHANGES FALL INTO 3 CATEGORIES FOR
CUSTOMER NOTIFICATION:
PHONE -OR- MAIL -OR- NO CUSTOMER NOTIFICATION
*NOTE: UNTICKETED CUSTOMERS WILL *NOT* BE
ADVISED OF SCHEDULE CHANGE.
- CHANGES THAT DO NOT REQUIRE CUSTOMER NOTIFICATION ARE
DEFINED AS:
1. FLIGHTS LEAVING *5 MINUTES OR LESS* EARLIER THAN THE
ORIGINAL SCHEDULE.
2. FLIGHTS LEAVING *20 MINUTES OR LESS* LATER THAN THE
ORIGINAL SCHEDULE.
3. TIME CHANGE ON A CONNECTING FLIGHT IF THE FLIGHT NUMBER
REMAINS THE SAME AND CONNECTING TIME IS STILL VALID.
- PLEASE SEE »S*UAL/ETKT-SKED CHNG FOR GUIDELINES
ON OA SCHEDULE CHANGE AND OA VALIDATED TICKETS
--- NOTIFICATION BY PHONE -----------------------------
- MAJOR CHANGES THAT REQUIRE NOTIFICATION BY PHONE ARE:
1. PNR*S WITH NO-OP/WK SEGMENTS WITHOUT
PROTECTION FOLLOWING THE WK SEGMENT.
2. DIRECT FLIGHTS THAT ARE NOW A CONNECTION.
3. PNRS WHERE THE SCHEDULE CHANGE HAS CAUSED A MISCONNECT.
- MAJOR TIME CHANGES ARE DEFINED AS:
1. FLIGHTS LEAVING 5 MIN OR MORE EARLIER THAN SCHEDULED
2. FLIGHTS LEAVING 20 MIN OR MORE LATER THAN SCHEDULED
--- PHONE CONTACT INSTRUCTIONS -------------------------
- IF YOU GET A RECORDER..LEAVE A MESSAGE ASKING THE CUSTOMER
TO CALL UNITED AT:
800 241-6522 DOMESTIC OR 800 538-2929 INTL
GIVE THE RECORD LOCATOR FOR REFERENCE. ADD REMARKS FIELD:
LFT MSG RECORDER/RE SKD CHG/OFC/DATE
FASTRES: SEE QUEUE SUPPORT MENU
- IF YOU ARE SPEAKING TO SOMEONE OTHER THAN THE ACTUAL
PASSENGER..TRY TO GIVE THEM THE INFORMATION ON THE SCHEDULE
CHANGE RATHER THAN LEAVING A MESSAGE TO HAVE THE PASSENGER
CALL UNITED.
- IF THERE IS NO PHONE CONTACT OR ADDRESS WORK THE SCHED
CHANGE/UPDATE THE PNR ..... ADD REMARKS:
UNA TO ADV SKD CHG/NO PSGR CTC/OFC/DATE
FASTRES: SEE QUEUE SUPPORT MENU
- IF PASSENGER HAS STARTED THEIR TRAVEL--CHECK FOR A DOWNLINE
PHONE CONTACT. IF NONE..TRY THE NUMBER AT THE ORIGINATING
CITY IN CASE THERE IS SOMEONE THERE TO RELAY THE MESSAGE.
IF NO ANSWER AFTER 2 ATTEMPTS WORK SCHED CHANGE/UPDATE
PNR AND ADD REMARKS:
UNA TO ADV SKD CHG/NO LOC CTC/OFC/DATE
FASTRES: SEE QUEUE SUPPORT MENU
- IF YOU ARE LEAVING A 2ND MESSAGE--EITHER ON A MACHINE
OR WITH A PERSON..DOCUMENT THE PNR WITH REMARKS FIELD
- IF UNABLE TO CONTACT AFTER 3 CONSECUTIVE DAYS..SEND
A SCHEDULE CHANGE NOTICE IF THERE IS AN ADDRESS.
NOTE THE PNR AND END TRANSACT.
--- PROTECTION GUIDELINES-DOMESTIC UA/UAX -----------
- THIS POLICY APPLIES TO UNITED/UAX/UNITED.COM
BOOKINGS ONLY
- UNITED IS RESPONSIBLE TO PROTECT TICKETED CUSTOMERS IN
THE EVENT OF A SCHEDULE CHANGE IN THEIR TICKETED CABIN
- UPGRADED PSGRS AFFECTED BY A SCHEDULE CHANGE SHOULD
BE PROTECTED IN THE UPGRADED CLASS IF AVAILABLE.
- IF NF/NC IS NOT AVAILABLE - PROTECT CUSTOMER IN F/C
IF AVAILABLE AND CONTACT SD FOR CONVERSION.
- IF F/C IS NOT AVAILABLE - PROTECT CUSTOMER IN ORIGINALLY
TICKETED CABIN
- OVERSELLING THE UPPER CABIN IS NOT PERMITTED
- TICKETED CUSTOMERS ARE NOT REQUIRED TO COMPLETELY ALTER
THEIR SCHEDULE TO ACCOMODATE PROTECTION IN LIKE CLASS OF
SERVICE
- WHEN A CUSTOMER IS IMPACTED BY A UNITED SCHEDULE CHANGE
RSSRS DO NOT NEED TO CONTACT A SERVICE DIRECTOR FOR
BOOKING CLASS CONVERSIONS IF THESE CONDITIONS ARE MET:
--TRAVEL IS ON TRUE UA/UAX FLIGHTS
--PROTECTION MAY BE BOOKED UP TO TWO (2) BOOKING CODES
WITHIN THE SAME CABIN. FOR EXAMPLE:
CUSTOMER TICKETED IN *Q* CLASS..*Q* CLASS NOT AVAILABLE
..YOU CAN BOOK *H* OR *U* CLASS - NO NEED TO CONTACT
A SERVICE DIRECTOR FOR A CONVERSION. BOOKING CODE
CHART HIGH TO LOW:
F/P/A/C/D/Z/Y/B/M/E/U/H/Q/V/W/S/T/K/L/G
- UNDER ALL OTHER CIRCUMSTANCES BOOKINGS CLASS CONVERSIONS
ARE NECESSARY FOR UA/UAX ITINERARIES INCLUDING MPI BOOKINGS
- TRAVEL AGENCIES HAVE THE AUTHORITY TO BOOK UP *ONE*
BOOKING CODE. IF THE NEXT BOOKING CODE IS NOT AVAILABLE
...THEY MUST CALL UA FOR CONVERSION
- VERIFY THAT THE AUTO PROTECTION IS VALID AND THE NEW
FLIGHTS ARE LEGITIMATE CONNECTIONS.
- IF NO ALTERNATE SERVICE IS SCHEDULED PROTECT VIA ANY
REASONABLE ONLINE ROUTING AS DETERMINED BY UA/UAX
- IN CASES WHERE UNITED NO LONGER OFFERS SERVICE TO A
CITY UNITED WILL PRE-ARRANGE A PROTECTION AGREEMENT
WITH AN OFFLINE CARRIER SEE »S*UAL/DISC SVC
- IF NECESSARY UNITED WILL ENDORSE THE UNUSED PORTION
OF THE TICKET TO ANOTHER CARRIER FOR THE PURPOSE OF
REROUTING WITH NO PENALTIES.
- UNITED WILL NOT ABSORB ANY MEAL/HOTEL/TRANSPORTATION
COSTS DUE TO THE SCHEDULE CHANGE
- FOR TICKETS ISSUED ON/AFTER 23APR09...WHEN THE PROTECTION
OFFERED IS NOT WITHIN 2 HOURS OF THE SCHEDULED DEPARTURE
OR ARRIVAL OR THERE IS A CHANGE IN ROUTING...UNITED WILL
REFUND THE VALUE OF THE UNUSED PORTION OF THE TICKET.
TKTS ISSUED BEFORE 23APR09 ALLOW REFUND FOR 90 MIN DELAY.
- CUSTOMERS ORIGINALLY CONFIRMED ON TRUE UA FLTS WHO ARE
NOW CONFIRMED ON UAX OR UA MARKETED/OA OPERATED OR
ARE CONFIRMED ON ONE UAX CARRIER AND ARE NOW CONFIRMED
ON A DIFFERENT UAX CARRIER AND FIND THIS PROTECTION
UNACCEPTABLE ARE ELIGIBLE FOR A REFUND OF THE VALUE
OF THE UNUSED PORTION OF THE TICKET WHEN THIS TYPE
OF SCHEDULE CHANGE IS UNACCEPTABLE
- CUSTOMERS CONFIRMED INTO ONE AIRPORT AND THE SKED
CHANGE HAS THEM DEPARTING OR ARRIVING AT A DIFFERENT
AIRPORT SERVING THE SAME CITY..IE DCA/IAD/BWI.. AND
FINDS THIS UNACCEPTABLE WILL BE ELIGIBLE FOR A REFUND
- OFFLINE CARRIERS USE DIFFERENT STATUS CODES TO ADVISE
SCHEDULE CHANGES REFER TO »HOW STATUS
FOR EXPLANATION OF ACTIVE AND PASSIVE STATUS CODES
FOR ONLINE AND OFFLINE SCHEDULE CHANGES.
- SOURCE: CAB 567/RULE 85
--- PROTECTION GUIDELINES-INTERNATIONAL --------------
- UNITED IS RESPONSIBLE TO PROTECT ALL TICKETED CUSTOMERS
IN THE EVENT OF A SCHEDULE CHANGE IN THEIR TICKETED
CABIN
- UPGRADED PSGRS AFFECTED BY A SCHEDULE CHANGE SHOULD
BE PROTECTED IN THE UPGRADED CLASS IF AVAILABLE.
- IN NF/NC IS NOT AVAILABLE - PROTECT CUSTOMER IN F/C
IF AVAILABLE AND CONTACT SD FOR CONVERSION.
- IF F/C IS NOT AVAILABLE PROTECT CUSTOMER IN ORIGINALLY
TICKETED CABIN
- OVERSELLING THE UPPER CABIN IS NOT PERMITTED
- TICKETED CUSTOMERS ARE NOT REQUIRED TO COMPLETELY
ALTER THEIR SCHEDULE TO ACCOMODATE PROTECTION IN LIKE
CLASS OF SERVICE
- IF THE PROTECTION CAN NOT BE BOOKED IN LIKE CLASS BOOK
THE LOWEST AVAILABLE BOOKING CODE IN THE SAME CABIN.
ADD REMARKS *PLZ CONVERT TO APPROPRIATE CLASS DUE
TO SCHED CHANGE* AND QUEUE TO YOUR LOCAL CONVERSION
QUEUE FOR PROCESSING
- VERIFY THAT THE AUTO PROTECTION IS VALID AND THE NEW
FLIGHTS ARE LEGITIMATE CONNECTIONS
- IF NO ALTERNATE SERVICE IS SCHEDULED PROTECT VIA ANY
REASONABLE ONLINE ROUTING AS DETERMINED BY UA
- IN CASES WHERE UNITED NO LONGER OFFERS SERVICE TO A
CITY UNITED MAY PRE-ARRANGE A PROTECTION AGREEMENT
WITH AN OFFLINE CARRIER SEE »S*UAL/DISC SVC
- IF NECESSARY UNITED WILL ENDORSE THE UNUSED INTL
PORTION OF THE TICKET TO ANOTHER CARRIER FOR THE
PURPOSE OF REROUTING WITH NO PENALTIES
- UNITED WILL NOT ABSORB ANY MEAL/HOTEL/TRANSPORTATION
COSTS DUE TO THE SCHEDULE CHANGE
- FOR TICKETS ISSUED ON/AFTER 23APR09...WHEN THE PROTECTION
OFFERED IS NOT WITHIN 2 HOURS OF THE SCHEDULED DEPARTURE
OR ARRIVAL OR THERE IS A CHANGE IN ROUTING...UNITED WILL
REFUND THE VALUE OF THE UNUSED PORTION OF THE TICKET.
TKTS ISSUED BEFORE 23APR09 ALLOW REFUND FOR 90 MIN DELAY.
- OFFLINE CARRIERS USE DIFFERENT STATUS CODES TO ADVISE
SCHEDULE CHANGE SEE »HOW STATUS
- SOURCE: CAB 567/RULE 85
--- TICKETED AWARD TRAVEL ----------------------------
- WHEN AN OA CALLS FOR PROTECTION OF AWARD SPACE ON AN
ISSUED TICKET YOU MAY FREE-SELL THE UA AWARD SPACE AS
IT WAS ORIGINALLY CONFIRMED. YOU MAY NOT FREE-SELL
AWARD SPACE FOR FLIGHTS NEVER CONFIRMED. FREE SELLING
UNITED EXPRESS INVENTORY IS NEVER PERMITTED.
- IF AN OA SCHED CHG CAUSES A PAX W/MPI AWARD TKT TO MIS-
CONNECT TO A UA FLT...BOOK THE PAX ON AN ALTERNATE UA FLT
IF SEATS ARE AVAILABLE. IF AWARD SPACE IS NOT AVAILABLE
BOOK IN AVAIL BOOKING CODE AND CONVERT TO ORIGINAL CODE.
- IF NO PROTECTION IS OFFERED ON AN OA SCHEDULE CHANGE
THE FOLLOWING OPTIONS ARE AVAILABLE:
- CONTACT THE OA CARRIER TO REQUEST PROTECTION
- IF THE OA CARRIER IS UNABLE TO CONFIRM PROTECTION
USE AVAILABLE UNITED/STAR AWARD SPACE. ALTERNATE
- IF AN OA SCHED CHG CAUSES A PAX W/MPI AWARD TKT TO MIS-
CONNECT TO A UA FLT...BOOK THE PAX ON AN ALTERNATE UA FLT
IF SEATS ARE AVAILABLE. IF AWARD SPACE IS NOT AVAILABLE
BOOK IN AVAIL BOOKING CODE AND CONVERT TO ORIGINAL CODE.
- IF NO PROTECTION IS OFFERED ON AN OA SCHEDULE CHANGE
THE FOLLOWING OPTIONS ARE AVAILABLE:
- CONTACT THE OA CARRIER TO REQUEST PROTECTION
- IF THE OA CARRIER IS UNABLE TO CONFIRM PROTECTION
USE AVAILABLE UNITED/STAR AWARD SPACE. ALTERNATE
DATES/ROUTING MAY BE OFFERED WITHIN AWARD STRUCTURE
- IF NO ALTERNATE AWARD SPACE IS AVAILABLE- CUSTOMER
SHOULD BE OFFERED A REFUND
- *DO NOT* FREESELL UNITED AWARD SPACE FOR PROTECTION
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