SCHEDULE CHANGE

INVOLUNTARY CHANGE**** Schedule Change( pre-planned by the airline happened prior two days before the actual flight) -departure -arrival -connecting -flight# -Aircraft change(bigger to smaller) -Reduce of service -discontinued service -change market demand -profitability -manpower

30 mins- CANCCEL/REBOOK 2HRS PLUS- CANCEL/REBOOK/REFUND BACK TO THE ORIGINAL PAYMENT METHOD

TRAVEL AGENCY TICKETS: -United sends PNR message to the travel agency with scheduled change and flight info to the travel agency -Travel agency is responsible for contacting customer, confirming change and working with customer -Travel agencies have their own rebooking parameters which ,may be different from United.

CUSTOMER NOTIFICATION SYSTEM begins sending notification of schedule change each day at 8:00 am Central Time

-Email -Voice call -FLIGHT RECOVERY CENTER(FRC)

NOTE: -No schedule change badge will display equipment changes or schedule change under 30 minutes. Any time change less than 30 minutes can be found in PNR History. -A badge will display in the header to alert you that a schedule change has occurred. -The delay length is calculated based on the difference between the original and updated departure times. -History will show who accepted a schedule change -For PNR affected by a scheduled change, the Large Itinerary Card will default to a side-by-side view

INVALID CONNECTIONS AND MISCONNECTIONS

INVALID CONNECTIONS occurs when a schedule change cause less than the required minimum connection time for a customer to transfer between two connected flights in an itinerary.

MISCONNECTIONS occurs when a segment of a customers itinerary no longer connects correctly with the next segment because: -the first segment lands after the next segment has already departed. -the automated engine protected the segment on a flight to a different connection city than the second segment departure city.