Subject: An update on recent developments across United
From: "MileagePlus Program" <[email-masked]>
To: <[email-masked]>
Date: Fri, 5 Oct 2012 11:38:39 -0700

Know the status of your upgrade request, and other system enhancements

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MileagePlus # XXXX2915
| Global ServicesSM

We are improving our systems and service to provide a better travel experience for you

Dear Robert,

Traveling on a reliable, dependable airline is important to you. We recognize that our performance over the summer was too often not what our customers expect, nor was it what we want to deliver to you. We have taken aggressive actions to improve our operations, including adding spare aircraft, significantly increasing the maintenance touchpoints for our aircraft and better allocating spare parts inventory around the system. We are already seeing much stronger performance and finished the month of September above our DOT on-time arrival goal. We are now running a reliable, on-time airline again, and are focused on delivering the performance you expect and that we want to deliver.

We are committed to keeping you updated on our progress as we improve the experience and benefits we provide. We are adding brand new aircraft, investing in our onboard and ground products and customer experience, and improving our systems to serve you better. In addition to updating you on our operational improvements, today we are pleased to highlight some recent enhancements to our website and our fleet.

Know the status of your upgrade request

Now, when you log in to your account on united.com and view a reservation, you can see whether you are eligible for an upgrade, including a Complimentary Premier Upgrade. If your reservation already includes an upgrade request, the page will display whether the request is pending or confirmed. Our reservations and customer service agents are able to see this information as well.

Also, we are enhancing our systems to give you the ability to request a Global
Premier Upgrade, Regional Premier Upgrade or MileagePlus Upgrade Award within
24 hours of your flight. Due to differences in airport systems, we have to roll
out this functionality in phases. Currently our gate agents can handle these
requests at most larger domestic airports and select international ones. When
this functionality is in all our airports, either a gate agent or a United Club
agent will be able to handle your request.

And once you have checked in for your flight, you can see where you are on the upgrade list by using our mobile app, or logging in to either united.com or mobile.united.com . Please note that the list displays only upgrade-eligible customers who have checked in for the flight. As you view the available seat map, keep in mind that the number of open seats on the seat map is not an indication of how many seats are then for sale or available for upgrades since, in many cases, customers have confirmed reservations on a flight but have not yet chosen their seat assignment.

Learn more about upgrades

Manage your travel from wherever you are

We continue to add features to the award-winning United mobile app so you can handle more travel tasks right from your smartphone:

•

Change your seat assignment.

•

If you're traveling on the same reservation as others, access multiple boarding passes and easily show each of them as you go through security.

•

Purchase a United Club one-day pass and use it immediately.

Learn more about the United mobile app

Enjoy a higher level of attention

As a Global Services member, you have come to expect and rely on a highly personal level of service. To ensure we provide you with the best travel experience possible, we have added 40% more agents at 67 airports worldwide who are dedicated to our Global Services members. In addition, by the end of the year, we will have provided additional, specialized customer service training to nearly 250 Global Services agents.

Manage your MileagePlus account more easily

If a Star Alliance flight is missing from your MileagePlus account, you can now submit your request for credit online at
united.com/retrocredit.
Be sure to have your ticket receipt or boarding pass available, as it has the flight details that you will need to provide online. You can submit a credit request up to 12 months after the flight date.

Our top-rated MileagePlus program continues to expand, giving you thousands of ways to earn and use your miles, from once-in-a-lifetime experiences to brand-name products, and of course unforgettable travel worldwide. In fact, we were just ranked #1 in award seat availability among U.S. global carriers.*

Learn more

Fly more comfortably and stay connected

Most importantly, we continue to invest in building the best fleet of any airline. Nearly 90% of our aircraft now have Economy Plus seating, giving you more opportunities to enjoy more room. By summer 2013, we will complete the installation of flat-bed seats on our international aircraft with Global First and BusinessFirst cabins, which means we will offer more flat-bed seats than any other U.S. carrier. We have started installing fast, satellite-based Wi-Fi in our aircraft and expect to have over 250 aircraft equipped by the end of 2013.

Moreover, we are investing in new aircraft as well: We just introduced the revolutionary Boeing 787 Dreamliner into our fleet, the first North American carrier to do so.

Looking ahead to 2013, you can expect to see a redesigned website with enhanced functionality, boarding passes that are easier to read and subscription options for some of our travel products. We look forward to seeing you on board soon.

Martin Hand

Senior Vice President

Customer Experience

United

Thomas F. O'Toole

President

MileagePlus

Senior Vice President

United

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*Among United States global carriers (United, American Airlines, US Airways and Delta) as published May 17, 2012, by IdeaWorks Company’s annual Switchfly Reward Seat Availability Survey of saver-style rewards available for June - October, 2012.

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