Hello, this is Jane Allen with an Update for Friday, May 12, 2006.

Each and every day, I know there are flight attendants onboard our aircraft who do extraordinary things on behalf of our customers. That's why it is so gratifying when I have of specific incidents that I can share with everyone in my weekly update, and in other conversations I have throughout the company.

On Sunday, May 7, flight 921, traveling from London to Washington Dulles, experienced an electrical problem that caused smoke in the cockpit. The captain made the decision to divert to Bagotville Air Force Base, near Quebec . Purser John Brakband and the rest of the seven-member crew sprang into action to prepare for an emergency landing.

Not only did they handle this emergency situation in a professional manner that helped ensure a safe result for everyone, but they did so in a way that earned the respect and gratitude of customers on the flight. Shortly after the incident, we received a note from Mr. Glen Bruels, a long time United customer, who took time to thank the crew for the manner in which they handled the situation: "…the purser (John)… was the picture of confidence and competence during the crisis. In addition to managing the process… he took the time to calm my wife who was beginning to panic. I think I can safely say that the passengers were as well prepared as physically possible in the event that we had to evacuate the plane.”

But John and his crew weren't finished demonstrating their care and concern for the customers. Once on the ground, they continued to see to the needs of our customers in all respects, including making sure that those without coats took blankets to keep themselves warm as they moved from the aircraft to the Canadian Air Force facility.

These extraordinary professionals remained with the customers for the next ten hours while waiting for another aircraft to take them to their destination. They answered questions and exchanged stories to help pass the time and lift everyone's spirits. When they finally arrived in Dulles, many customers stopped to shake hands with the flight attendants and express their heartfelt thanks for the exceptional care they received.

Mr. Bruels noted, “While you often hear about the unhappy moments of service, this is clearly one that will always stay with me as a shining example of customer service and a well-run company.”

This example illustrates how our flight attendants can make a difference. On a flight that most certainly did not go as planned, the performance of our people made it a positive experience for customers! I want to extend my thanks to Purser John Brakband and other London-based crew members Tom Donnellan, Maria Hooles, Sue Easton, Lucy Carrington, Leslie Hunter, Elaine Langham and Flo Bond. We appreciate you, and, clearly, our customers do, too.

Just this morning, I received a note from Katie Larson, a United Key Account Manager. One of her accounts is Harman International, which generates $2 million in annual revenue for United. Katie wrote to express her thanks to the crew on flight 942 traveling from Chicago to Paris on May 8. An executive from Harman, Sally Abella, was on that flight, and Katie said the impact the crew had on the customer was “stunning and memorable.”

Katie forward a note from Ms. Abella that said: “Before take off, the head flight attendant came to my seat and introduced herself and thanked me for the business that Harman brings to United. After we hit cruising altitude, the First Officer came to my seat and presented me with a UA history hardcover book called "The Age of Flight". The inside cover was signed with a note reading 'Ms. Abella, thank you for your business! We really appreciate it. Hope you enjoy your trip in Paris .' The book was signed by the captain and two First Officers on the flight.”

The timing couldn't have been better. In addition to making a Global Services customer feel respected and rewarded for flying with us, this experience could have an impact on Harman Industries staying with United since we are currently in contract renewal negotiations with them. In addition, Ms. Abella is active in the National Business Travelers Association - a good person to have as an advocate for the United customer experience!

As Key Account Manager, Katie enthusiastically expressed her thank you to the crew for providing this experience. I would like to add my thank you as well to the O'Hare based crew: Purser Bente Palmer and flight attendants Eva Makitalo, Gro Holm, Cathleen Brown, Sue Deeks, Olympia Grimaldi, Paul Antuna, Alice Pearson, and Michael Ginn.

It is always one of my greatest pleasures to be able to recognize the good work that you do. I know these two experiences are representative of your excellent skills and professionalism over many flights. Each of you truly has the ability to make a positive, personal impact on our customers. When you ensure our customers' safety and deliver a warm, courteous and attentive service experience, you have the power to keep customers loyal to United Air Lines.

Once again, thanks for everything that you do.

That's all for today. Fly safely and I'll talk with you next week.