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“She solved the problemwhile manning
the boarding door of the plane.”
“Incredibly helpful in navigating all of the
newMileagePlus program changes and
reinvigorated my United love.”
“Grace helped make my mother’s trip
enjoyable and stress-free.”
Whether they’re singing the praises of a
multitasking gate agent, a helpful reserva-
tions agent or a hospitable flight a endant,
United customers are le ing us know how
they define great service.
Through United’s new Outperform
Recognition Program, eligible Mileage-
Plus members may use United’s iPhone
and Android apps to submit comments on
exemplary service from specific employ-
ees at any point in their travel experience
with United and United Express.
Eligible nominated employees could
win prizes from $2,500 to $50,000, while
the MileagePlus members who cast the
winning nominations could also win
—from 10,000 miles to two roundtrip
tickets. The company will choose 16
nominations by random drawing for each
nomination period.
“We’re committed to recognizing and
rewarding our co-workers when they do an
excellent job for our customers,” says Jeff
Smisek, United president and CEO.
The current nomination period runs
fromJune 1 through Sept. 30. The company
expects to give away $125,000 to winning
employees each quarter for as long as the
program is in effect.
Above andBeyond
ASKTHEPILOT
With Captain Mike Bowers
Q: When listening to
flight deck communica-
tions, I’ve heard air
traffic controllers tell
the pilot before landing
to descend “at pilot
discretion.” Why let
the pilot decide when
to comply?
A:
Air traffic controllers
are primarily respon-
sible for maintaining
separation between
aircraft, and issue
instructions to pilots
to ensure that planes
remain a safe distance
apart. Because it is nor-
mally more efficient to
fly at higher altitudes,
we prefer to stay as
high as we can until
we need to descend
for landing. If there
are no aircraft below
us as we approach
the airport, the control-
ler will not restrict
when we choose to
start our descent.
That enables us begin
our descent when
it’s optimal for both
fuel efficiency and
customer comfort.
Do you have a question for
Captain Bowers? Write him
at askthepilot@united.com.
NOPURCHASENECESSARY to enter the sweepstakes. Apurchase does not increase your chances of winning. Open only to legal residents
of countries served by United Airlines excluding countries only served by codeshare partners, who areMileagePlus®members andwho,
as of 5/31/12, are 18 years of age or the age of majority in their primary jurisdiction of residence and have access to an unlimited data
plan Web-enabled iOS or Android device (or otherwise have free Internet access to such device). Void where indicated in the Official
Rules andwhere prohibited or restricted by law. Employee portion of sweepstakes is open only to eligible employees of United Air Lines,
Inc., or any affiliate of United, including, but not limited to, Continental Airlines, Inc.; Continental Micronesia, Inc.; Mileage Plus Holdings,
LLC; and United Express carriers performing services in support of United Express or United operations. “The Outperform Recognition
Program” sweepstakes starts at 5:00 a.m. GMT on 6/1/12 and ends at 4:59 p.m. GMT on 9/30/12. Sponsored by United Air Lines, Inc.
Subject to Official Rules, and complete employee eligibility, available at www.united.com/outperform.
HEMISPHERESMAGAZINE.COM
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AUGUST 2012
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