ACCOUNT AUTHENTICATION

Password requirement: -Must be at least 8 characters in length with a maximum of 32 characters. -Must include at least one letter and one number -Standard special characters (such as "!" "&" and "+" are allowed. -Password is case sensitive -Cannot include your email address, Mileage Plus number or MileagePlus user name.

When do we need to authenticate.

1. Withdrawal. Movement in miles of the cx.
2. There is a need to discuss the activity or deposits.
3. If we need to open or close the account.
4. If we are going to change the information (i,e. name, phone address, email)
5. Do not disclose the account number unless they fully authenticated the account.
6. Don't need to ask security questions if they only need to know account balance.

PHONE AUTHENTICATION: --authentication can be via IVR - caller verified the first five characters of their online password. --Agent verifying 2 or 3 security questions.

Authentication Options. IVR, Phone Call Security Questions, ENAP, Written Request

Authentication Over the Phone 1 Look at the Padlock icon located on the lower left of the OPAL screens. 2. Determine whether the member request requires authentication. 3. If the authentication is required and the account hasn't already been authenticated, advise the caller that you will be verifying some information for the security of the account. 4. Click on the Padlock Icon. 5. Click OK in the OPAL Justification for Change pop-up 6. Begin asking the security questions.

ENAP - email, name, address, phone number. Can only be use if they have 5,000 miles below in their account.

Only perform ENAP if:

1. The member wasn't authenticated via the IVR
2. There is no security questions.
3. They don't have any computer to access their account.

Use this website when they do not have an email nominated on their account. https://united,com/contactmp and send gov't issued ID. Turn around time is 7-10 business days. If needed to expedite contact SD.

Date of birth cannot be use as part of verification.

In the event that a premier holder calls the general line transfer them over to lead line for possible fraud.

ACCOUNT SEARCH

1. IF the member doesn't have a MP account number user his/her phone number.
2. Second option is their email address.
3. Lastly is the name search.

IF the account was Found.

1. Ask for the full name including the middle name (ENAP) / security questions / 1 qualifying activity (flight activity involves Mont, year, orig-dest. or Chase bank opening and closing statement.

If the cx was unable to verify the account check their email on file and ask if accessible. If miles is less than 5k miles perform ENAP and update email on file. If miles is more than 5k | advise cx to submit a request online. Send MP Account online thru find my MP Account number.

ACCOUNT SEARCH EXEMPTION. **If a parent or legal guardian calls on behalf of a minor child, we can release the account number after:

1. Completing account authentication; and --Having the caller verify the child's date of birth as it appears on the account. --A minor child is someone who is under the age of 18. --If there is no date of birth on the account, use the other account number recovery options.

FLOWCHART for ACCOUNT SEARCH

1. Start by asking for their phone number or email address, or name search. Go to Step 2.
2. If the cx is asking for the Account number authenticate the account. If the cx was able to authenticate then provide the account number if not, send unlock account email.
3. If the account is accessible and they cannot answer the questions then redirect them to the website>> forgot Mileage plus account number.
4. If the email is inaccessible check for how many miles they have, If miles is less than 5k then perform ENAP if not, go to https://united,com/contactmp and send gov't issued ID. Turn around time is 7-10 business days. If needed to expedite then contact SD.