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MILEAGE PLUS

*Best frequent flier program (Global Traveler Magazine *Freddie awards *Chicago Innovation award (Chicago Sun-times)

Customer Loyalty -increased customer retention (explore credit-cashback) -Restaurants that use punch cards or points towards free or discounted meals

How to earn and redeem miles: -through flying united express, star alliance and non-star partners -booking partnering hotels and vacation rentals (united hotels, Marriot) -renting cars or choosing cruises

Members can earn by purchasing products

How to redeem? -traveling (over 1000 destinations both domestic and international). -shopping (can use points to shop for thousands of items on united.com including electronics, household items and jewelry)

Mileage Plus Premier -enjoy benefits like complimentary access to economy plus and preferred seating, waived fees, upgrades, priority travel service.

PREMIER STATUS LEVELS -earned status program based on the number flights taken and the value of the tickets purchased in a Calendar year (January 1-december 31)

REQUIREMENTS: -4 flights UA/UAX -Premier Qualifying Metrics -Premier Qualifying Flights (PQF) * -Premier Qualifying Points (PQP)- *Earned 1:1 with dollars spent on United tickets(base fare + carrier-imposed surcharge)

FOUR PREMIER STATUS LEVEL: -premier silver -premier gold -premier platinum -premier 1k

Premier Silver Benefits: -7x miles earned on qualifying flights -1 complimentary checked bag -group 2 priority boarding -complimentary economy plus at check n for you and a companion -eligible for complimentary premier upgrades on the day of departure

Premier Gold Benefit: -8x miles earned on qualifying flights -2 complimentary checked bag -group 1 priority boarding -complimentary economy plus at check in for you and a companion -eligible for complimentary premier upgrades 48 hours before departure

Premier Platinum Benefit: -waive booking fee -9x miles earned on qualifying flights -3 complimentary checked bag -group 1 priority boarding -complimentary economy plus at booking for you and 8 companion -eligible for complimentary premier upgrades 72 hours before departure.

Premier 1k Benefit: -waive booking fee -11x miles earned on qualifying flights -3 complimentary checked bag -preboard -complimentary economy plus at check in for you and 8 companions -eligible for complimentary premier upgrades 96 hours before departure

MILLION MILER PROGRAM The Million Miler program rewards members for long-term loyalty to UA/UAX with lifetime Premier status and annual benefits.

MileagePlus members earn Lifetime miles towards Million Miler status when flying on eligible UA and UAX operated flights. Lifetime miles are earned based on flight distance.

GLOBAL SERVICE GENERAL INFORMATION

Global Services (GS) membership cards are digital only. While we do not offer physical membership cards, luggage tags and handle wraps are available to GS members upon request. GS members, and all MileagePlus (MP) members, can access their membership cards via the United app. Members who use iOS/Apple devices can also save their card to Apple wallet.

The expiration date on the card is dynamic and reflects the expiration date of their status.

CUSTOMER TYPE -Revenue nominees *Very top of Premier customers who give highest revenue from flights operated by UA/UAX.

-Sales nominees *Key corporate executives with influence over company travel decisions.

Executive Circle nominees *CEO's of major corporations that generate significant revenue for UA.

-Four Million Milers *MileagePlus (MP) members who have four million lifetime miles also have complimentary annual GS membership for themselves and a designated companion.

-COMPANION OF GS MILLIONMILERS *GS members who are also Million Milers may designate a companion to have their same earned status. GS status is valid only for as long as primary member is a GS member.

AUTHENTICATING A MEMBER -member can access their account on united.com -IVR -NAVIGATOR -EZR

WHEN TO AUTHENTICATE -anytime a customer deducting a miles, upgrades or travel credits attached to their account as well as questions on account activity. -should be done beginning of the call. -can be done in Navigator or EZR -if call flow through the IVR, an icon will be associated with the call.

MEMBERS MUST ANSWER 2 OF THE 3 QUESTIONS CORRECTLY TO BE AUTHENTICATED or else THE ACCOUNT WILL BE LOCKED! *If the two security questions answered correctly, third question is not asked. *If the first two questions are answered incorrectly, the third question is not asked, and the account is locked. *Don't inform the customer that they provided incorrect answer *Never assist the caller when they are answering security questions (reading back the option and giving a second chance to answer correctly) *When questions answered correctly then your display will show that the account was successfully authenticated. *If the member can't remember, you can click the forgot security questions button and an email will be automatically sent to members email account

ONE TIME PASSCODE *Keeping your account secure and safe *Beginning May 2024 security questions will be replaced with OTP (6 numeric code) *If not verified by the OTP then security questions will be asked instead. *Spiel: is the email sent to the email account or text message *5 MINUTES TIMEFRAME TO INPUT THE OTP BUT CAN RESEND THE OTP AFTER SO. *Contact method can be attempted twice only (SMS, email, call) *If the customer can't log in then agent can transfer the customer to the mileage plus agents to further assist *SPIEL: Unfortunately, we are not able to authenticate your identity and your account has been locked. An email will be sent to the email address in your Mileage Plus profile with the instructions on how to unlock your account.

*In situations where the member doesn't have internet or email access and needs to redeem miles or an upgrade immediately, you may transfer the member to the Mileage Plus Service Center.

SECURITY QUESTIONS -method used to verify the mileage plus customer -5 security questions only

SUSPECTED FRAUD -I don't have my mileage plus number. Can you look it for me?

MERGING ACCOUNTS -When member wants to merge a MileagePlus (MP) account that has Chase card notification with a MP account that does not have a Chase card notification, advise the member that there are two steps to merge accounts.

-The member should: *Contact MP or visit united.com/merge to consolidate the two accounts Once the accounts have been merged into one, contact Chase to make sure they have the correct account number on file for earnings Use phone number on back of credit card to ensure mileage earnings are linked to and deposited into the correct MP account

COMMON ISSUE WITH