Home > About United > The Outperform Recognition Program > Outperform Recognition Program frequently asked questions
What is the Outperform Recognition Program?
This service recognition program rewards eligible United® and United Express® employees who provide excellent customer service. As part of the program, eligible MileagePlus members may submit up to five nominations per nomination period through a variety of channels, including the United mobile app or United's mobile website at mobile.united.com, United's Facebook page, and as of January 10, 2013, www.unitedhub.com.
Each period, for as long as the program continues, we will select 101 eligible employees randomly from the pool of eligible submissions. We will conduct a separate drawing to select 16 eligible MileagePlus members who nominated an employee. These MileagePlus members could win a voucher for two roundtrip United First® tickets, valid for U.S. travel, excluding Alaska and Hawaii, or two roundtrip United Economy® tickets for international travel to anywhere that United flies. Other customer prizes include MileagePlus award miles in amounts ranging from 10,000 to 75,000.
What’s the timing for the drawings?
The first nomination period was June 1 – September 30, 2012; we conducted the drawing in October 2012 and we will announce the winners in January 2013. The second nomination period was October 1 – December 31, 2012; we will conduct the drawing in January 2013 and we plan to announce the winners in April 2013. We will hold additional nomination periods and associated drawings each quarter thereafter for as long as the program is continued.
How does the program work?
When you see or experience excellent service from an eligible United or United Express employee, you may use one of four methods to nominate the employee for an Outperform award:
- the United app
- United’s mobile website (mobile.united.com)
- United Hub (www.unitedhub.com) – available for nominations on or after January 10, 2013
- United’s Facebook page ( https://apps.facebook.com/ua_outperform)
You may submit up to five nominations per nomination period through one or any combination of these options.
To complete a nomination, you will need some basic information from the eligible employee who you wish to nominate. You must enter the employee’s name manually, but you can scan the back of the employee’s badge using the bar code button for the four-digit ID number when submitting your nomination through the United app. If using another nomination method, simply ask the employee for the last four digits of his or her ID number.
All submissions will be verified. If your nomination is selected, you will be notified by phone, email and/or mail.
Can I nominate an employee over the phone?
No. All nominations must be submitted using the United app, the United mobile website at mobile.united.com, United’s Facebook page at https://apps.facebook.com/ua_outperform, or (as of January 10, 2013) www.unitedhub.com.
Do I have to be a MileagePlus member in order to participate?
Yes. If you’re not a MileagePlus member and would like to enroll, you can do so now. There is no cost to join. As soon as you enroll, you may start nominating employees who provide excellent customer service. Note that members residing in certain countries are not eligible to win prizes. See Official Rules for details.
What are the prizes?
For each nomination period, for so long as the program continues, the following prizes will be awarded to selected eligible MileagePlus members who nominate an eligible employee:
- Grand prize: Two international United Economy roundtrip tickets or two United First continental U.S. roundtrip tickets
- 1st prize: 75,000 award miles
- 2nd prize: 50,000 award miles
- 3rd prize: 20,000 award miles each for three customers
- 4th prize: 10,000 award miles each for ten customers
Which employees are eligible to be nominated for an Outperform award?
The following groups of employees, below the vice president level, are eligible for nomination in the Outperform Recognition Program:
- Employees of United, or any corporate affiliate of United, including but not limited to MileagePlus Holdings, LLC.
- Employees of United Express carriers, including Cape Air, Chautauqua Airlines, CommutAir, ExpressJet Airlines, GoJet Airlines, Mesa Airlines, Republic Airlines, Shuttle America, Silver Airways, SkyWest Airlines and Trans States Airlines.
See Official Rules for additional eligibility requirements for the Outperform Recognition Program.
Am I eligible to participate in the Outperform Recognition Program?
All MileagePlus members are eligible to participate in the program except members who live in Argentina, Australia, Brazil, France, Hong Kong, Israel, Italy, Japan, Singapore, Spain, Sweden, Venezuela, the Canadian Province of Quebec, or any jurisdiction where this promotion is prohibited or restricted by law. While members residing in these locations are not eligible to win, they are still encouraged to nominate employees who provide excellent customer service.
How many nominations can I submit per nomination period?
You can submit up to five different nominations per nomination period.
Can I nominate the same United or United Express employee more than once?
Yes, but only for unique interactions. For example, you can nominate an airport employee for providing excellent service on one United or United Express flight, and if you encounter the same employee on a later flight and you are again impressed by the employee’s level of service, you may then nominate the employee a second time.
Can I win a prize more than once during all nomination periods?
Yes, but you can only win one prize per nomination period.
How will I be notified if I’ve won a prize?
We will contact you via phone, email and/or mail using the information on file in your MileagePlus account.
Do I have to pay taxes on my prize?
Yes. Winning customers are responsible for the applicable taxes associated with the prize received.
Where can I find more details?
Read the Official Rules, found at united.com/outperform.