UNITED COMPLETES CUSTOMER SERVICE REVOLUTION AT CHICAGO O’HARE INTERNATIONAL

United Airlines (NYSE:UAL) today announced the completion of a travel revolution for its customers at Chicago O’Hare International airport. United has completed the most comprehensive deployment by any airline ever of airport innovations, designed to make air travel faster and easier for customers. These high-tech innovations are designed to improve the travel experience for its customers via time-saving self check-in units for E-Ticket customers (United EasyCheck-in) and large screen graphic flight information displays in gate rooms (United EasyInfo).

Driven by a review of the airport check-in process and a commitment on the airline’s part to deliver on its promise of providing customers with more information when flights are delayed or cancelled, United is changing the way it serves customers in the airport. This significant investment represents the largest single deployment of this technology by any airline ever. United has completed installation of 94 EasyCheck-In units curbside, in the lobby and in Red Carpet Clubs allowing the airline to more than double the number of check-in positions at O’Hare.

"We are thrilled to complete the O’Hare deployment and have an aggressive schedule to complete this process in North America," said Larry De Shon, Senior Vice President of Marketing for United Airlines. "United has already made great strides in introducing innovative new products on board our aircraft, now we are focused on our customers’ experience on the ground. This year, we are deploying new technology in North America airports that will make the travel experience more hassle-free." According to De Shon, the customer feedback on EasyInfo and EasyCheck-In has been extremely positive.

United has been researching, developing and testing the airport technology package since 2000. Charged with building a strategic, long-term approach to customer service, United’s Customer Satisfaction group continues to examine new technologies and opportunities that provide customers with a faster and easier travel experience.

United EasyCheck-In

United’s new self service check-in units allow U.S. domestic E-ticket customers to perform a wide variety of transactions (with a Mileage Plus Premier member card or any major credit card for identification) without waiting in line at ticket counters or gates.

"Checking in can now take less than one minute," said De Shon.

United Airlines, United Shuttle or United Express customers can request or confirm an upgrade and have their boarding passes issued, enabling them to proceed directly to the aircraft. Additionally, customers can print an E-ticket receipt, change seat assignments, keep Mileage Plus accounts current, and even check bags at designated units. The units also feature customer support phones that connect to dedicated United service representatives for customers who need assistance.

Currently, United has installed self-service check-in units at Chicago O'Hare, San Diego and Aspen airports. United plans to deploy more than 750 self-service units at 21 airports across the U.S., including the carrier's other four hubs, Los Angeles, San Francisco, Denver and Washington Dulles, by the end of 2001. The EasyCheck-in unit rollout will continue into 2002. This expansion will double or triple the number of check-in positions at hub airports.

United EasyInfo

United’s industry-leading, large-screen, information displays in airport gate rooms use the latest technology to provide customers with comprehensive and consistent flight information. Critical, up-to-the-minute information regarding the status of the flight is updated every 60 seconds, including: departure time, flight duration and estimated arrival time, a countdown to the flight’s boarding time, upgrade availability, type of aircraft, status of inbound aircraft, mileage accrual on the flight, meal and entertainment services and current weather conditions at the destination.

The new gate room displays also provide valuable information to customers when flights are delayed or cancelled due to weather, air traffic control or other reasons. . For example, the new displays communicate the reason for any flight irregularity and the new departure time. When a delay exceeds 45 minutes or the flight cancels, the screen also presents a list of alternative flights, including those on other airlines.

According to De Shon, this information-at-a-glance reduces the need for customers to wait in line to receive answers to commonly asked questions.

United recently completed the installation of the new EasyInfo displays at Chicago’s O’Hare International Airport, and plans to deploy the product at its remaining U.S. hubs in 2001, with rollout of other stations in 2002.

On the Horizon…Proactive Customer Re-accommodation and Communication

An exciting, behind-the-scenes project is taking shape as United’s Customer Advocate Center works around-the-clock to proactively re-accommodate customers with alternative flights when issues cause delays or flight cancellations at a particular airport—in many cases before a customer is aware a problem exists. Introduced in 2000 and designed to supplement United’s current procedures, the Customer Advocate Center currently supports 41 airports, arranging alternate travel plans for customers effected by operational disruptions.

Over the next few months, United plans to continue adding airports to the list of those supported by the Customer Advocate Center, and is also working on incorporating new electronic messaging to notify customers about their re-accommodation in advance. United plans to support more than 2,000 flights a day at over 100 locations, including Chicago, by the end of the year, and the entire United network by early 2002.

United’s new airport initiatives are part of the carrier’s voluntary, comprehensive customer service plan, Our Customer Commitment. Since the plan's launch in December 1999, United has continued to strategically deploy products and services to provide its customers with consistent and quality customer service and information at all phases of their travel experience.

United Airlines offers nearly 2,400 flights a day to 130 destinations in 27 countries and two U.S. territories. United Airlines is a founding member of the Star Alliance, the first comprehensive global airline network. United and its Star Alliance partners offer flights to 894 destinations in 129 countries. In September of 1999, United introduced its comprehensive customer service plan, Our Customer Commitmentsm, to provide customers with the information, resources, policies, and technologies to improve their travel experience.