United Improves Customer Experience

United Airlines (BULLETIN BOARD: UALAQ) today announced new enhancements
to EasyCheck-in that give customers more freedom, flexibility and control
over their travel plans. United flyers now have new power to use
EasyCheck-in self service units to manage their itinerary in the event of
flight irregularities such as cancellations caused by weather, or when
traveling with multiple carriers.
“Since we launched EasyCheck-in, we have received an overwhelmingly
positive response from United flyers,” said John Tague, Executive Vice
President - Customer. “That`s why we`re so excited to add even more
features and abilities to EasyCheck-in, making it more useful and
convenient than ever. These new enhancements give our customers the
freedom and flexibility to manage their travel plans on the go.”

—Flight Irregularities.  Customers who have been affected by flight
irregularities are now able to use EasyCheck-in and issue a boarding
pass for revised itineraries, eliminating the burden of standing in
lines or waiting on the phone.  EasyCheck-in will seamlessly offload
the customer from the old itinerary, transfer bag data and e-ticket
information to the new one, and issue a new boarding pass.
Additionally, EasyCheck-in will determine if a customer is eligible to
receive a meal voucher and will issue it accordingly.
—Multiple carriers.  Now, customers originating on a United flight and
connecting to a flight on selected other carriers have the ability to
use EasyCheck-in as a one-stop solution.  This new feature is
available to United customers connecting to flights on Aloha,
Continental, Lufthansa, US Airways or Air Canada, and allows customers
to easily check-in for flights on both carriers.
EasyCheck-in is a network of self-service units in United`s domestic
system that helps speed the check-in process. To date, nearly 2 million
United customers use EasyCheck-in every month to quickly check-in for a
flight, choose their seat assignments, process upgrades, and obtain a
boarding pass when traveling domestically with a United electronic ticket.
EasyCheck-in issues customers their boarding document in less than 60
seconds and allows them to proceed directly to a security checkpoint
without having to wait in line at the check-in counter. United currently
has more than 620 units in 42 airports around the United States with plans
to deploy them at every United domestic airport by mid 2004.

United and United Express operate more than 3,400 flights a day on a route
network that spans the globe. News releases and other information about
United can be found at the company`s web site at http://www.united.com/ .

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