To keep customers informed during lengthy delays, we have created an automatic computer prompt that reminds the flight crew to update the airport personnel on the status of the flight, aircraft, provisions and customer requirements every 90 minutes. It helps us keep service viable and fares reasonable. Because circumstances can cause customers to fail to show up for their reserved flights, we sometimes reserve more seats than we have on the aircraft. As part of Our United Commitment , employees can advise customers who inquire if the flight they are ticketed on is overbooked. Our United Commitment also provides customers, upon request, with information cards that advise them of our policies and procedures, such as check-in deadlines.
Information is power.
Our customers should have it. We provide information on printed itineraries and on ticket wallets about our cancellation policies if customers don't use all segments of their purchased flight. For the first time, our Mileage Plus members' frequent flyer miles no longer will expire, provided the members earn or redeem miles at least once every 36 months. When customers ask about our aircraft, we provide them information regarding aircraft configuration, including seat size and pitch. Our United Commitment charges our Customer Relations division with responding to our customers' inquiries or comments within 60 days.