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11. Work Closely with our Regional Flying Partners to Deliver Responsive Customer Service

United’s commitment:

Regardless of whether our customers choose a mainline United flight or any of the regional point-to-point routes operated by our United Express partner carriers, the experience will be consistent in terms of delivering the highest standards of safety, reliability, and helpful and courteous service.

 

What this means for you:

The assurance that we work closely with our regional flying partners to ensure their customer service policies and training align with Our Customer CommitmentTM.  And if you have any service issues on a United Express flight, you can contact Customer Relations for resolution.


Customer Commitment Side Navigation
Our Customer Commitment
1. Offer the lowest fare available
2. Notify customers of known delays, cancellations and diversions
3. Provide on-time baggage delivery
4. Provide a fair baggage liability
limit
5. Allow reservations to be canceled
6. Provide prompt ticket refunds
7. Readily, capably and respectfully accommodate travelers with special needs
8. Meet customers' essential needs during long on-aircraft or in-airport delays, diversions and cancellations
9. Treat involuntarily denied boarding customers fairly and consistently
10. Disclose up-to-date travel itinerary, cancellation policies, frequent flyer rules and aircraft configuration to our customers
11. Work closely with our regional flying partners to deliver responsive customer service
12. Respond quickly, appropriately and courteously to customer questions and complaints

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