VERIFICATION VERBIAGE

"Good morning, this is ROM and I see your reservation __. Would you please verify your COMPLETE NAME AND DATE OF BIRTH for me?"

Examples of additional information required:

Names of other customers traveling DOB for one customer (from SFPD information) Email address Phone number Who was the PNR booked with? (united.com, EZR, travel agency, online booking source (e.g., Expedia, Travelocity, Priceline) Last four digits of the cc used to purchase the ticket Billing address for cc MP number

SUGGESTED VERBIAGE:

"I have your reservation, Ms. Jones. Would you please confirm the name of the other customers traveling with you?”

“Mr. Smith, what’s the billing address for the credit card used to purchase this ticket?”

“I found your reservation. Would you please confirm one additional piece of information for us?" Select one option from the list below:

“What’s your email address?” “When is your birthday?” “Where did you buy your ticket?” “What is your phone number?” “What are the last four digits of the credit card used to purchase the ticket?”

Email and Direct Mail Marking -If customers inquire about how their personal data is utilized for marketing purposes

SPIEL: “We may use your information for marketing purposes that include email or direct mail offers on services or products offered by United or our partners.

You can manage which marketing communications you receive by logging into your MileagePlus account on united.com and going to MyUnited > Settings > Marketing Communications or unsubscribe by clicking on the “Unsubscribe” link in the footer of the marketing email. Please note that we reserve the right to send you emails or other communications for administrative, operations, and emergency purposes.”