IRREGULAR OPERATIONS (IRROPS) REBOOKING GUIDELINES-1

Agent: Thank you for calling United!

Cx: Hi I received a text message saying that my flight is canceled. I want to know why and how I can get
to my destination.

Acknowledge customer concern

Acknowledge Premier status if applicable

Agent: Mr/Ms (XXX), thank you so much for being a (XX) member with us.

I’m sorry for the canceled flight. Let me help you with this. What is your confirmation number?

**WITH CONFIRMATION NUMBER**

Agent: For security purposes, what is your full name and date of birth?

Cx: Flight cancellation of NON BE Flight

Agent: Upon checking Ms(XXX), I see your flight for tomorrow has been canceled due to an increase in
COVID cases limiting our flight crew and airport personnel staffing. Let’s see what options we have for
you.

Cx: Please Thank you.

Agent: We can rebook on another flight or cancel your itinerary and refund the ticket which will take up
to 7 business days.

**CUSTOMER AGREED TO REBOOK TO ANOTHER FLIGHT**

Agent: Ms. (XX) here’s the next available flight we can get for you.
Provide recap of the new flights

Cx: Alright, please book me on those flights

Agents: Thanks for waiting. You have been rebooked to the new flight and your ticket is updated and
this on the same confirmation number.

Cx: Thanks

Agent: I’ll go ahead and send you an e-mail confirming the new flights we just rebooked.

Cx. Thank you.

Agent: Thank you for calling United. Have a great day.