We advise customers when their travel involves a change of planes. We will share that information with them when they make their reservation, at check-in and on a printed travel itinerary. Customers are informed in advance about changes of aircraft. We will provide information on printed itineraries and on ticket wallets about our cancellation policies if customers don't use all segments of their purchased flight. Reservations representatives will refer to the information in their computers so they can answer customers' questions.
Customers become more aware of a policy that can adversely affect their travel plans.
This expanded access helps customers become more fully informed in advance about United's cancellation policies. Customers become better informed about our policies and procedures. We will provide active members, or other customers who request it, an annual report on mileage redemption. We will update computer profiles and manuals to help employees clearly explain Mileage Plus rules and restrictions to customers. We will add this information to the Mileage Plus newsletter and publish it on our web site.