15 Minute Rule If a passenger fails to check in with an airline representative 15 minutes prior to scheduled departure, their confirmed reservation

is subject to cancellation AAA/Triple A/ Agent Assembly Area Apollo entries and responses A triple A is a work area in Apollo that temporarily holds the

AASRS/ Apollo Automated Sales Reporting System This is an accounting system in Apollo that programmatically tabulates and stores all ticketing transactions issued by anyone who accessed AASRS with a basic sign-in ABC Book A reference book that contains flight schedules, flight connections, and flight information for all U.S. and international carriers ABT/Automated Bag Tag Printer This printer is connected to Apollo via computer and issues destination bag tags for the customer's checked bag ACAA/Air Carrier Access Act Prohibits airlines from customer discrimination on the basis of disability

ACARS Aircraft Communication Addressing & Reporting System. An aircraft system to communicate between an aircraft and computer system via radio. ACI/Automated Check In An automated system in Apollo used by CSR's at airports to assign or reconcile for a customer a seat on a flight Action/Status Codes Two letter codes that are used in Apollo to communicate within the united system or between United and other airlines regarding flight, car, and hotel reservations ADA Adult Americans with Disability Act A customer who had attained his or her twelfth birthday and is paying the full applicable fare

Advance Check In A program in Apollo which allows the customer to completely check in up to 30 days prior to departure for a domestic flight anywhere in the U.S. Advance Seat Request A program in Apollo, also known as ASR, which allows the customer to select a specific seat assignment up to 331 days before departure for domestic/international travel AFT This represents the tail section of the aircraft

AFTQ/Automated Ticketing And Fare Quote The system that quotes and stores the fare for a customer's itinerary in the Passenger Name Record Air Traffic Control ATC. A service provided by personnel certified by FAA to promote the safe, orderly, expeditious flow of air traffic within a controlled airspace Airborne The plane is entirely free from contact with the ground and is in the air

Aircraft Doors The doors giving access to the airplane. Numbered from the nose to the tail (1 being the door closest to the nose). Designated left and right from the pilot's point of view Aircraft Fuel Servicing Tank Vehicle (Fueler) Any vehicle (tank truck, tank fuel trailer, tank semitrailer, tank vehicle) designed for or employed in the transportation and transfer of fuel into or from an aircraft Aircraft Left/Right Airspeed Direction on aircraft from captain's position

The speed at which the aircraft moves through the air When an item or object is missing from the customer's bag, due to alleged theft

Alleged Pilferage AOA

Air Operations Area

AOSSP Aircraft Operator Standard Security Program APEX/Advance Purchase Excursion Fare A fare that is applicable to an international destination or area APIS/Automated Passenger Information System A specialized application using hardware to emulate the keyboard. APIS collects specialized passport information from each customer and transmits it to U.S. Customs and Immigration at least two hours before flight arrival in the U.S. Apollo The automated travel services computer system used by the United Airlines, United Express, travel agencies, and commercial accounts for travel reservations, document pricing, and information systems Apollo Travel Services ATS has responsibility for marketing, sales, and support of Apollo system in the United States, Mexico, and Japan. Owned by United States, USAir, and Air Canada, Apollo Travel Services is an exclusive distributor for Galileo International, the first truly global CRS APU Auxiliary Power Unit. An onboard unit that provides electrical and pneumatic power to an aircraft ARNK/Arrival Not Known It's a way of accounting for an unflown portion of a trip.

Arrival/Departure This is the scheduled time of a flights arrival/departure from a particular station according to the published schedule. ASC ASI Airport Security Coordinator Aircraft Security Inspector The card-type ticket/boarding pass produced by a

ATB/Automated Ticket And Boarding Pass specialized printer.

Auxiliary Services An optional itinerary segment which is used to record rental car, hotel, air taxi, surface transportation, and tour information.

Availability A detailed Apollo display of flight schedules which includes carrier, flight number, class of service, date, and departure and arrival times. Back To Back Ticketing Booking two round-trip fares with Saturday night stopovers, and using a portion of each ticket to avoid a higher unrestricted fare. Airlines may deny boarding for a traveler using such a procedure. Baggage Also known as "luggage", there are several types of meanings associated with this term.

Baggage Allowance - Free The amount if baggage that a carrier may check and/or carry on board an aircraft without an additional charge. Baggage Dimensions The dimensions of a bag are its length, width, and height in inches.

Baggage Tag A serial numbered tag consisting of two (2) parts (strap and claim) which is used as the instrument to route the checked baggage on the same aircraft as the passenger and to facilitate the identification of such checked baggage by the passenger at any point, where it will be claimed. Bagmatch Program for making positive identification that the appropriate bags are on flight utilizing a hand held scanner. Bank Belly See Hub Bin (baggage, cargo, mail) area on the aircraft.

BIC/Booking Identification Code A BIC allows an itinerary to be priced in booking code other than that in which it is booked. Blackout Time when it travel is restricted for free or reduced fares.

Boarding Pass A document containing a specific seat assignment, which, when attached to the ticket, allows the customer to board an aircraft. Boarding Point The city airport where the passenger boards the aircraft (also known as the origin). Book To reserve accommodations. Generally includes all functions relating to making a reservation for a customer. Booking Accommodation held by a passenger on a given flight.

Booking Reference Also known as a record locator, confirmation number, or file address. A sequence of characters (letters and numbers) unique to a customer's PNR. It will never contain the number zero or one. BP/Boarding Priority boarding. The designation used by Customer Service to Determine order of passenger

Buffer Row Seats Aircraft seats that are only available for assignment by the Customer Service Representative (CSR) . Buffer Zone An area on the ramp, which is used to service the aircraft.

Bulkhead A wall or divider in the cabin if the aircraft. This usually separates First Class passengers from general boarding passengers. Bulkhead Seating Burn A seat directly behind a partition wall, often with more legroom.

Amount of fuel in pounds the aircraft uses during a flight.

Business One A marketing program used in selected U.S. markets, to attract business travelers to United flights instead of competitive airlines. Cabin Interior of the aircraft. The main cabin is the passenger seating area CAGPT Check and Give Protection To CAI/Computer Assisted Instruction An interactive training system that is stored in Apollo which teaches students various computer apps in Apollo CAN Often used to refer to an LD-3 container

Cancel Action taken in a PNR to cancel previously confirmed itinerary segments Canceled Flight A flight, which is terminated at the origin or enroute due to weather, mechanical problems, lack of passengers Capacity The total number of passengers and cargo permitted on an aircraft

CAPPS Computer Assisted Passenger Prescreening System Captain Pilot in command of a flight. Other pilots assisting with flight are the Co-Pilot (or second officer) and the Flight Engineers Cargo Freight that is carried on an aircraft, including passengers luggage, small packages, and mail Carrier Carrier is a term synonymous with airline. Each airline is a carrier of customers and cargo Carrier Code Carry-On A two (2) letter abbreviation that represents an airline (example: UA = United Airlines) A security-screened bag carried to an aircraft by passenger

CBT/Computer Based Training CBT is an interactive training media that uses a personal computer CCI/Connection Check In A customer confirmed on more than one United, United Express, or code-sharing partner flight will receive a connection check-in seat assignment for appropriate downline connections

CDC

Center for Disease Control

Center of Gravity/CG/COG A point on which the aircraft would balance. The CG has to be within certain limits or the aircraft will not fly CERT/Certficate A document issued in the form of compensation to a customer who has earned a certificate because of enrollment or membership in one of United's programs, promotions with other companies, or to a customer who has been disserviced CFR Code of Federal Regulations

Change of Gauge When the flight number of the operating flight remains the same from the origin city to the destination city, but the aircraft type changes at a scheduled en route stop Charter To hire the exclusive use of any aircraft Checked Baggage Baggage that is given to an airline for transportation to the passenger's destination. Such baggage must be tagged with a city code tag (passenger retains the claim stub) and an ID tag. This baggage travels in the cargo bin of the passenger's aircraft Child An airline qualifies any person between the ages of 2 through 11, as a child

Chock A block, wedge, or other obstruction placed on both sides of an aircraft tire or ground vehicle wheel to prevent rolling Circle of Safety Imaginary circle around every aircraft that extends 25 feet beyond the nose, tail, and wing tips Circle Trip Similar to a round trip except that the return trip may be a different route or on a different carrier Claim Check Receipt given to the customer checking luggage, which contains the destination of the bag and a tag number for claiming and tracing purposes CLC Central Load Control. This group is responsible for all final weight and balance information sent to an aircraft CLR Cargo Load Report

Co-Terminals Cities in close enough proximity to one another to be considered a single city for purposes of pricing Coach Class A passenger section of an aircraft (the aft section of most aircrafts)

Code Share This agreement enables customers to transfer easily between flights, offering one-stop check-in and award participation in each frequent flyer program COMAT/COMAIL Company Material/Company Mail

Commuter Airline serve economically

Airline that serves the many smaller communities that the large airlines cannot

Compensated Passenger A passenger who is entitled to and receives payment, either of the airlines choosing or per the Department of Transportation (DOT) Concierge Employee group responsible for special handling services for First Class international passengers; located at international gateway airports Configuration How the seats on an airplane are arranged Confirmed Passenger status in their PNR Connecting Flight intermediate stop A passenger who has an "OK" in the status box of their flight coupon, or an 'HK'

A flight schedule requiring passengers to change aircraft and/or airlines at an

Connecting Passenger A passenger whose plane makes and intermediate stop prior to their final destination, changing planes to continue on Connection A city in the itinerary where the customer changes planes enroute to their destination

Connoisseur Class United's business-class product, which offers two-abreast seating and upgraded meal service in domestic and international markets, with the exception of 777 aircraft, which has 2-3-2 seat configurations Consulate city A branch office of an embassy which is located in a city other than the country's capital

Consumer Affairs/WHQPW correspondence Contiguous Seating Continental USA CRC

Department responsible for answering complaints and compliment

Adjoining seats (seating of passengers side by side) The 48 adjoining states; does not include Alaska and Hawaii

Central Revenue Control. Company seat pricing and availability

CRJ 200 Canadair Regional Jet- 50 seat aircraft CRJ 700 Canadair Regional Jet-66 or 70 seat aircraft CRO Complaint Resolutions Official. Handles disabled passenger concerns Way of showing that one PNR is related to another PNR Apollo, Sabre, System One, etc.

Cross-Reference

CRS/ Computer Reservations Systems

CRT/Cathode Ray Tube Used to mean Apollo sets. Installed in in travel agencies CSR/Customer Service Reps CSS Ticket and gate agents

Check-point Security Supervisor

CTC/Certified Travel Consultant A certification, like a degree, given to travel agents who complete a rigorous study course by the Institute of Certified Travel Agents (ICTA) CTO/City Ticket Office A sales office of a carrier located other than at the terminal Currency Code The three letter code given to currency for fare purposes Cursor The symbol on a computer screen that identifies the location in which typed entries will display Customs The branch of the government in a country that is responsible for monitoring the entry of items, in cargo, baggage, or mail at borders and airports in that country DASH Delta Airlines Special Handling. Delta freight checked for a specific flight DBC Worksheet A fact sheet used to record information needed for processing all passengers who have been denied boarding. The worksheet is also documentation for the FAA of compensation paid to passengers DEA Drug Enforcement Agency

Deadheading Any flight personnel traveling to another point of origin as a passenger to begin a return flight for duty. They travel free of charge and boarded on "stand-by" status Denied-Boarding Compensation Money, vouchers, or other compensation often given by airlines to passengers bumped from an overbooked flight Deice Process of removing all, frozen contaminants from critical flight surfaces of an aircraft

Delayed Flight A flight that departs or arrives later than scheduled. (Irregular Ops.) Deltamatic/Worldspan Computer system of Delta Airlines Denied Boarding A situation, which occurs when a passenger is denied a seat on a flight for which he/she holds a confirmed reservation Departure Management A function of ACI that allows customers, for whom we do not have seating available, to be placed on a list and then cleared from a list, in priority order, when seats become available Departure Time The actual time the flight leaves the gate Deplane Term used to describe the passengers leaving the aircraft

Destination

The final point of a passenger's itinerary or the final point of a scheduled flight

DG/Dangerous Goods These include explosives, flammable liquids and solids, oxidizing materials, corrosive liquids, compressed gases, poisons, infectious materials, and radioactive materials Direct Flight A flight that makes one or more intermediate stops between origin and destination, but the passenger does not change planes Dis Page An electronic message sent via Unimatic

Dispatch/Flight Control The department that monitors weather, aircraft, crews, operations, and irregularities Diverted Flight An aircraft that lands at a destination other than its schedules one for reasons such as weather, mechanical, or emergency medical reasons. Documentation The immigration requirements necessary for a customer to legally enter another country, i.e., passport or visa. DOE DOT Department of Energy Department of Transportation

Downgrade A voluntary or involuntary move to a lower case of service. Downgrades can occur on two or three cabin aircrafts Downline Description of the cities or stops of a flight route as they appear in chronological order from the point of origin. Downtime That time when normal work duties have been completed, but an employee is still on the clock. Also refers to the amount of time equipment will be out of service Dupe An abbreviation for duplicate reservation or seating. A customer having more than one reservation on the same date and the same

Duplicate Booking flight. Duty Code

The two-letter code contained in employee's Apollo Computer Security profile.

Duty Free Merchandise that customers can purchase at reduced rates as a result of waivers on import duties. Duty free shopping is only available to those customers traveling internationally. EAP Employee Assistance Program

Economy Class The seating section of an aircraft that accommodates customers with discounted and economy tickets. Electronic Ticket (ETKT) A customer's ticket for travel that is retained in the computer.

EMB 120

Embracer 'Brasilia' 30-seat turbo-prop aircraft.

Embassy The main representation of one country in another country. An embassy is usually located in the capital city and is where the Ambassador resides. End Transact The action that permanently stores PNR info in Apollo.

Endorsement Written authorization for a carrier to honor a flight coup0on that was made playable to another carrier. EnplaneA term used to denote passengers boarding that aircraft. EPA Environmental Protection Agency A term that refers to the type of aircraft being used. A CSR employee who provides special customer services to our

Equipment

ESD - Executive Services Director preferred customers.

ETA Estimated time of Arrival. The time at which it is expected that an inbound aircraft will arrive at the gate. ETD Estimated Time of Departure. The time at which it is expected that a flight be ready to depart the gate. Excess Baggage Number of pieces or weight of baggage in excess of free baggage allowance. The passenger must pay for an extra fee for this overage. Exchange The issuance of a new ticket to show changes in the customer's itinerary and the acceptance of the original ticket as a form of payment for the new ticket. Exit Row Any row in an aircraft from which a customer may proceed directly to an exit door without enter an aisle. EXO - Executive Offices Former name for United's Corporate Headquarters located near Chicago, Illinois. Renamed WHQ. Expediate Delayed or misrouted bags - Also known as "Rush".

Extra Section An aircraft, in addition to the regularly scheduled one, that is used to accommodate surplus passengers and cargo. This is frequently used during holiday seasons. FAA Federal Aviation Administration is the agency charged with airline compliance for the safe operation of commercial and private aviation in the United States Failure to Comply (FTC) Passenger A passenger who fails to comply with the "15 minute rule" of airline regulations and is not entitled to denied boarding compensations.

FAR Fare

Federal Aviation Regulations The price paid for transportation of the passenger and their respective baggage. A code that designates specific rules and restrictions under which a ticket may be

Fare Basis issued. Fare Quote

The statement made to a customer regarding the cost of a specific itinerary.

Fast Forms Local level personal computer applications for automatic issuance of documents which were previously handwritten, such as hotel and meal vouchers and ground transportation. FBI FBO Federal Bureau of Investigation Fixed Based Operator - Separate contact companies hired to perform aircraft servicing

Federal Air Marshall (FAM) A Federal Agent responsible for the protection of the cockpit and the safety of the aircraft on a given flight. Federal Inspection Fee A fee assessed for each customer arriving from points outside the United States. The fee is comprised of a customs fee and an immigration inspection fee. Ferry Flight FFDO FFOD The transfer of an aircraft, empty of passengers, from one point to another.

Federal Flight Deck Officer First Flight of the Day

FIC/Fare Identification Code Code used to identify what fare basis should be applied to an itinerary when asking Apollo to provide a fare quote. Fidscreen Flight Information Display (a TV monitor showing inbound/outbound flight information)

Field May refer to an airport, any location other than WHQ, or sales territory depending on the context. FIM/Flight Interruption Manifest A fee assessed for each customer arriving from points outside the US. The fee is comprised of a customs fee and an immigration inspection fee. First available The closest accommodation that can be confirmed when a passenger's first choice is unavailable. First class A passenger section of an aircraft (usually the first section of the aircraft)

Flight Attendant (F/A) Person in charge of the inflight safety of the airline's passengers. Also, public relations representative for the airline. Provides passenger's comfort and serves meals and beverages. Flight coupon The portion of a ticket that represents a segment (or leg) of a flight.

Flight Deck

Cockpit Aircraft control room (pilot area).

Flight information The status of an aircraft's performance during its scheduled flight (also known as FLIFO). This information is usually used to confirm and delays or to provide the latest arrival/departure information. Flight Leg The in-flight segment between stops. The division which manages pilots and makes appropriate policies.

Flight OPS/Flight Operations

Flight Segment The portion of the itinerary that identifies the flight number, class of service, date of travel, origin and destination cities, and the number of seats confirmed or requested. Flow FO An ATC delay - may be in minutes, hours or indefinite. Flight Officer

FOD Foreign Object Damage or Debris. Any matter that is ingested into a jet engine, on the ground or in flight, that results in damage to an aircraft or personnel. Foreign Object Debris refers to trash on the ramp. FOP/Form of payment The specific method of payment used to purchase a ticket, for example, cash or credit card. Forward Free Form FSD FSDO The front portion of an aircraft. Any information which is accepted by the computer in an unspecific format.

Federal Security Director Flight Standards District Office - FAA

Fuselage The main structure of central section of an airplane that houses the crew, passengers, etc.; the body or hull of an airplane. Galileo Galileo International operates both the Apollo and Galileo Computer Reservations Systems (CRS). Galileo is the world's largest CRS company. With over 32,000 travel agency locations and more than 100,000 terminals in 58 countries worldwide. Galley Aircraft Kitchen Gate The area where passengers check-in for the flight and board the aircraft.

Gate Management The systematic process of preplanning for events that occur at the boarding ate, including customer loads, connections, and special customer requests. Gateway The last city in a country from which the customer departs for an international destination, or, the first arrival city in a country from an international point.

Gemini The Covia dvision in Canada Global Indicatiors A two letter code used to identify the direction of travel.

GMT/Greenwich Mean Time GMT, also known as zulu Time, is the time used as a basis for calculating time throughout most of the world. Government Requisition of Space The situation occurs when a govenmental agency (Army, Navy, State police, etc.) is in a state of emergency or in time of war. The personnel of the agency are ordered to travel to a destination and airline space is required. Representatives of that agency may board a flight and thus use space previously confirmed by passengers. Gross Weight The total weight of an aircraft prior to departure (includes cargo, passengers, fuel, supplies, etc.) Ground Power Unit GPU. A piece of equipment that provides electrical power to aircraft parked on the gate. It can be mounted on a truck,trailer, or on the jetway. Ground Security Coordinator GSC. Someone trained in station security

Ground time A term used to describe the amount of time an aircraft and crew spends on the ground between flights. It is also the amount of time passengers must wait to check-in and board another flight at a connecting point. Ground Transportation A term used to describe shuttles, cabs, buses, etc. used to transport passengers from the airport to another location. Grounded Group desk An aircraft unable to take off due to weather or mechanical difficulties An airline's specific department responsible for group bookings.

Groups Ten or more passengers whose air itinerary is identical. That is, they are all traveling together from point A to point B and return. GSA/Gereal Sales Agent A customer agent working for an outside firm that cotracts employee's services to airlines. GSA's are used primarily in the International Divisions. GTR/Government Transportation Request people to travel at government expense. A GTR is a government form that is issued to authorize

Guaranteed Air Fare A fare, guaranteed not to increase, charged for tickets purchased in advance. A cancellation or change may involve financial penalty. Hard Copy Apollo information reproduced in paper form by sending it to a printer. The paper reproduction is called a hard copy. HazCom Hazardous Communications

HazMat Hazardous Materials HDQSS Group Sales located at the World Headquarters History An area of the PNR in which a record of reservation changes is filed Holding A "holding" flight is one that is waiting to take off or land from an airport HR Can be used for either Human Remains or Human Resources Department

Hub One of the terms used to refer to a city where many aircraft are on the ground at the same period. The major connecting cities for transfer flights Hub And Spoke This is a system that an airline used to move passengers and cargo between cities it serves. Each airline has a "hub" or main city that is used to base its operations. Flights are generally routed through this airport for connecting flights to the other cities served (spokes) I-94 Form U.S. Immigration and Naturalization Service arrival and departure record. Completed by anyone that is not a U.S. citizen, Canadian citizen, lawful permanent resident aliens of the U.S., and immigrants to the U.S. onboard international flights scheduled to arrive in the U.S. IATA International Air Transportation Association. Headquarters in Geneva this organization supervises travel agencies. Each agency is given an IATA number, which they use in order to collect commissions. IATA Areas Geographical sections of the world, organized by IATA for administration purposes

IATA Rates of Exchange A set rate of values established by IATA for converting Neutral Units of Construction (NUCs) into specific currencies; revised quarterly. Also known as IATA ROE ICAO International Civil Aviation Organization - agency of the United Nations

Ignore Action directing Apollo to disregard any changes or additions made to a file or record, and returning the file to its original condition Immigrations The branch of the government in a country that is responsible for monitoring persons entering that country at borders and airports In Aircraft in gate Passengers or flights coming into an airport

Inbound

Infant Also referred to as a lap child. Person age 1 to 2 years Inflight The division involving Flight Attendants (inflight service) Interface Refers to a computer link, usually between an agency's automated reservations system and a backroom or accounting system

Interline Agreements Agreements between airlines which allow (1) baggage to be transferred from one airline to another and (2) unrestricted tickets issued by one carrier to be accepted by another Interline Transfer Cargo or Passengers transferring from one airline to another airline in order to complete flight intinerary Intermediate Stop Inventory Any city where a flight stops between its originating and terminating point

Refers to airline seats for sale

Involuntary When a change is made to a customer's intinerary because of an irregularity. Not the decision of the customer IOR Irregualr Operations Report

IR In Range. Pilot contacts gate control when approximately 10 minutes from arrival. Shown on FID screen Irregular Operations ISC A scheduled flight, which is delayed, diverted, or cancelled

In-flight Security Coordinator-Captain of the aircraft A listing or summary of all portions of a passenger's trip

Itinerary

Jetbridge/Jetway Movable covered walkway that connects the airport terminal area directly to the aircraft for boarding and deplaning passengers. Also referred to by the name boarding bridge Joint Fares JSA A fare agreed upon by two or more carriers to provide service from origin to destination

Jumpseat Authority

Jump Seat An extra crew seat on the flight deck of an airplane used by a flight crew member. No passenger is permitted to sit in this seat Last Bag Late Bag Lav Truck Lavatory An all-clear bag. No other luggage will be received Bag that has been checked after the local cutoff time The truck used for servicing the lavatories on an aircraft from the outside Aircraft bathrooms. Other names include the biffy and the blue room

Layover A stop at a connection point necessitated by the lack of immediate connecting service. Leg A flight segment

LEO A law enforcement officer that assits in enforcing rules and regulations in and around that airport

Liability Something for which one is responsible Limited Liability Release A form that the passenger or agent signs that indicates an airline is not liable for damage to the piece of luggage; however that they are liable for loss Linear A detailed description of a fare calculation for an itinerary as shown on the ticket Linear Fare Ladder The computer response that breaks down the base price of an itinerary from point-to-point, aka Fare Calculation Linkage The computerized process of telling Apollo that it is connected to a printer List Reserving a space available seat on a flight for a non-revenue passenger The percentage of carrier capacity sould out of the available passenger's seat.

Load Factor

Loadind Bridge Another term for jetway. Local Fare Fares for flights between city pairs all on the same airline

Local passenger A passenger who boards a flight in his organization or own metropolitan area. LTA/Lost Ticket Application lost ticket. Lost Ticket Application is for required by airlines to initiate refund on a

Magnetic Card Reader A specialized computer application that uses hardware to emulate the keyboard. Maintenence Log Book Aircraft discrepancy journal Manifest paperwork required for all flight departures

Market Term used to refer to service between specific city pairs. Maximum Permitted Milleage Maximum amount of miles a customer is allowed to travel between two points at the published direct fare MBR/Mishandeled Baggage Report mishandeled Report filed by customers indicating their luggage has been

Meter Message Electronically Transmitted Electronically Received. Mileage Plus The frequent flt program of United Airlines. The least amount of time established by law required to change planes

Minimum Connecting Time at any given airport. Mis-Pulled Ticket the departure city.

A flight courpon that has been wrongfully detached by an authorized agent in

Miscellaneous Charge Order (MCO) A liable document is issued by a travel agent or an airline as proof of payment for specific charges. MOC/MOD Maintenance Operations Center/Maintenance Operations Division.

MSDS Material Safety Data Sheets - Contains information concerning chemicals. Narrow Body No Go Item Commonly used to refer to A320, A319, DC-9, and 757 aircraft. Item preventing departure of aircraft until item has been repaired or replaced

No REC/No Record Record discrepancy. Situation when a customer's record (reservation) cannot be located in the computer. Also refers to the forcing of a customer onto a flight when they do not have a record. No Show An airline passenger who fails to use or to cancel a reservation.

NO-OP Not operating. Non Refunable Money cannot be refunded Non Transfereable document. Non-Revenue NRSA flight. The item is not to be used by any person other than the one named on the

Company employee or related personnel who are non-paying passenger on a

Non-Stop Flight Aircraft goes from point A to point B without stopping Notice to law enforcement Document that must be filled out when an authorized customer carries a gun into the passenger cabin NRPS/Non Revenue Positive Space Used by employees for the initial leg of emergency travel, for some pleasure travel, and for airline business travel. NTSB National Transportation Safety Board - A DOT agency that conducts investigations of transportation accidents. NUC - Neutral Unit Of Construction A pseufo currency established by IATA to be used as a common unit when combining international fare components. OA - Other Airline OCC A term that refers to an airline other than United or United Express.

Operations Control Center - SkyWest, Flight Control located in St George, UT

ODP - Outward Destination Point This is the point at which outward travel ends and return travel begins, or the point furthest from the point origin.

OFF

When an aircraft leaves the ground

Off-Line Station A city not served by an airline on a scheduled basis Official Airline Guide (OAG) Reference guide containing airline schedules, list of airline and aircraft types, and miscellaneous tavel information. Offline Connection When a passenger changes airlines as well as planes.

Offload The process of removing the customer's name from the departure management list when unable to accommodate the customer with a seat assignment. Offpoint City OJT ON The city in which a passenger deplanes.

On-the-Job-Training When an aircraft touches down after flight.

On-Line Station A city served by an airline on a regularly scheduled basis. One Way Trip A trip from an origin to a destination with no return. Online Connection Changing planes on the same airline.

Onload The process of clearing the departure Management list by accommodating the customer with a seat assignment. Open Return - Open Segment The segment of itinerary on a ticket which has been paid for, but does not indicate the flight, date, or time the customer is to travel. Open Ticket A Ticket that is valid for transportation between certain points but has no specific flight informaton. The passenger secures the reservation later. Open-Jaw Ticket A round-trip itinerary in which you arrive in one city and depart from another, so that the middle leg is traversed by rail, ship or car. Operation A term used to describe the activities within the airport location.

Origin The point at which a customer begins travel on a particular flight segment or itinerary. ORM Other Regulated Material - class 9 hazardous material

OSHA Occupational Safety and Health Administration OSI - Other Serving Info Message added to a reservation with additional info about the customer that could be helpful to the airline involved. Out When depating aircraft chocks are pulled

Outbound

A flight leaving an airport

Overbooking The practice of accepting more reservations than there are airline seats avaiable to insure against no-show. Overhead bins Bins located over the passenger's seats where passengers place their carry on items. Blankets, pillows, and other items are also stowed in overhead bins. Overhead Storage Or Bin carry-on items. An enclosed area directly above a passenger's seat that is used to store

Oversell An oversale exists when more passengers show up holding confirmed reservatioons that there are seats available on the aircraft. PAM - Planning Alert Message Computer Hardware that automates passenger boarding by accepting the customer's ticket and boarding pass and returning only the boarding pass stub. PARS Trans World Airline & Northwest Airlines' computer system.

Partner Carrier An airline that has an alliance with United. PASS Flight "ticket" for non-revenue passenger

PAWOB - Passenger Arriving Without Bag A term used when a customer files a mishandeled baggage report because his/her baggage did not arrive with the customer at the customer's destination. PAX PCFA Passenger/Passengers Passengers Carrying Firearms - United equivalent of a LEO

Peak refers to the season, time of year, or day of the week when the volume of travelers reachers its highest point. PFC - Passengers facility Charge The fee collected by airlines from customers for airport usage. Phonetic Alphabet Words used to reference letters of the alphabet in order to confirm that the speaker and listened have heard the same thing. PIC - Passenger Identification Code a particular customer. A code used for fare quoting purposes to identify a discount for

Pitottube Air speed indicator located foward of cockpit windows on DC-9s and located on sides of aircraft jsut below cockpit windows on wide bodies and 727s. PNR Passenger Name Record. Reservation contains passenger name, flight, phone ticket arrangement, etc.

Point Any city on an itinerary which may be used as origin, destination, connection point, stopover, or intermediate stop. Point to Point A term for using individual fares from city to city Port The left side of an aircraft.

Positive Passenger Bag Match (PPBM) This means that we must make sure that every customer who checks luggage on a NW international flight really boards the plane. If they don't board, their luggage isn't boarded. PPE Personal Protective Equipment

PremierA united Airlines Mileage Plus preferred custimer; one who flies more miles that most Mileage Plus members. Premier Executive United Airlines Mileage Plus member who has reached the highest level of Premier status by flying a great many miles. Prepaid Ticket Advice (PTA) A form used when an individual in one city wished to pay for an air ticket to be picked up in another city at the ticket counter. Priority Pet Program Procedural System wide program to ensure the safe carriage of animals

Certain specified practices that must be follwed for the completion of any given task.

Profile A permanent record or file in Apollo that serves as a storage bank of information on different subjects. Promotional Fare A fare designed to attract passengers who might not otherwise travel.

Protection Confirming the customer on an alternate flgiht because the customer''s original flight status changed. PS Positive Space - Employe travel for company business

PTI Positive target Identification - non-public information obtained during a bomb threat or hijacking. Push Out ( or Push Back) its own power Towing an airplane to a point on the ramp when it can begin to taxi on

Queue A computer electronic file. Ramp The paved landing area on the field of the terminal building where the planes are parked to lead an unload passengers and cargo.

Reaccomodation List Occassionally, there mar be an equipment substitution to an aircraft with a different seating configuration. When this happens, some customers with reserved seats have een assigned different seats. (They have been reccommodated) Reconfirmation Particularly on international air itineraries, passengers are required to indicate their intention of using the next leg of their itinerary by contracting the appropriate carrier at least 72 hours before their departure. Record Locator A computer code or number that is unique to a customer's flight reservation, which is stored in Apollo. Red Carpet Club Redeye Flight Membership clubs located in major UA airport locations.

A flight late at night or during the early morning hours.

ReferralA term used by travel agents to indicate their intention of using the next leg of their itinerary by contracting the appropriate carrier at leaste 72 before departure. Refund The process of refunding the ticket price to the purchaser. REGS - Regulations Series of regulations in which are found virtually all company rules, policies, procedures, and regulations for all departments. Reissue To write/generate new ticket because there are changes Remarks/Local Remarks Remarks (RMKS) is a notation added to a reservation that contains extra ticketing information or general remarks about the reservation. Reroute Reservation A voluntary/involuntary change to a completed itinerary. See "Booking". Baggage that may require special handling or could be

Restricted Articles Also Known As DG/HM forbidden for safety or for security reasons. Retrieve

Action to bring informaton that is permanently stored in Apollo to the computer scree.

Revalidation A sticker or stamp placed on a flight coupon of the customer's ticket to show that the reservation informaton has bee officially changed by carrier Revenue income earned by selling a product or service.

RON An acronym for "Remains Over Night". This refers to an aircraft that will remain at a particular gate for a scheduled departure the next morning. Round Trip Transportation between 2 points in both directions, using the same route and carrier in both directions.

Routes Refers to an airline's route structure. Routing The passenger's itinerary on a reservation RTM - Remote Terminal Maintainer Covia hardware. Rush UA Employees whose responsibility it is to install and maintain

A bag tag delayed/misrouted bags - also known as an 'Expedite' tag

Sabre American Airlines computer system. Also the system that Reno Air Utilizes. Safety Line The lines painted around each gate area where no equipment can be parked while the aircraft is arriving or departing. Sales and Ticket Indicators Designators showing where a ticket is sold and issued

SATO - Schedules Airline Ticket Office Ticket offices located at government and military locations. Some locations employ airline employees; others are staffed by government employees. Schedule The planned or actual operating times and route pattern of flight or other means of transportation. Schedule Carrier An airline that published its transportation services time table

Schedule Change Any modification to the operation of a flight, which may require passenger notification. This may be a change in arrival or departure time, flight number or class of service, frequency of operation or imports served, etc. Schedule Departure The published or posted time a flight should depart.

Scheduled Air Service Any airline company that is listed in the Official Airline Guide, and has an assigned two letter operation code. Seat Pitch The front-to-rear space between seats.

Sector Loading The specific loading of baggage onto an aircraft so that the downline transfer station can easily identify those bags requiring a transfer. Segment Every component of a costumer's itinerary is considered a segment. Each flight, car, hotel, or tour reservation is a seperate segment. Service Director CSR who leads and coordinate the activities of UA team members to give Best Airline Service to our customers. Shoulder Season SIDA the travel season between peak and off peak.

This is a restricted area within airports for employees only.

Sign-OffMeans of terminating communication with the computer. Sign-On Means of identifying yourself and your job assignment in order to communicate with the computer. Silver Wings A united program allowing customers, age 62 or older, to receive discounts on airfares, rental cars, hotels, and tours. SIPP - Standard Interline Passenger Procedures SIPP is an industry-wide standard of communication between airlines and related travel industries. SKD Schedule

Skycap The porter or baggage carrier at an airport. Slot The time a plane lands, remains at a gate, and then departs.

SOM - Start of Message A symbol on the Apollo screen that always precedes an entry. Space Available A reduced fare for travel industry people and airline employees allowing them to travel if there are empty seats. SPD - Small Package Dispatch A priority counter-to-counter service that allows a customer to bring a small package to United and have it shipped to a person in another city. Spoke An airport or route which is served by a hub. Spokes are used to feed customers to and from smaller cities into the hub in an effort to maximize service and increase customer loads. Spur Tag A special bar-coded tag used to check baggage for an online itinerary through a major transfer point that is equipped with a laser-encoding bag room. SSR - Special Service Request An SSR is a message that is added to a reservation requesting a service that requires advance preparation. Stand-By Passenger A passenger who has no confirmed reservation, but goes to the airport in hopes of being accommodated at departure time. Status The most current information about a line of itinerary either a ticketed flight or a flight in progress Stopover A deliberate interruption of a journey, by a passenger, agreed to in advance by the carrier, to a point between the place of origin and destination. Stored Pricing An Apollo program that creates and stores the fare quote or ticket price for a customer's itinerary in a PNR STPC - Services to be Provided By Carrier Provides service to international customers, such as hotel accommodations, when an overnight layover is required.

Subcharge An additional assessment for travel or service in excess of those allowed by the published fare. Subfield A field or element that makes up part of a larger format.

TABS - Total Apollo Baggage System TABS is the computerized baggage service system in Apollo which stores, traces, and reports customer bag mishandling. Tariff Display A list of fares between two cities, available in Apollo

Tarrif A published fare or rate. The general terms of transportation applicable to transportation of passengers and their baggage on flight segments VIA a particular airline. Taxi The movement of an aircraft either proceeding to the runwat for take-off or proceeding to the terminal after landing. TBM/TAM - Ticket By Mail/Ticket Arrangment Mailout The TBM the overall term used to describe United's service for mailing out tickets to customers. Since TBMs have been computerized, we now refer to them as TAMs. TCV Transportation Credit Voucher. Much like a store coupon that gives a discount for future travel.

Teleticketing Teleticketing is a process for issuing tickets on a special teletype machine located in the office of a travel agency or commercial account. Termination Terminator Through Fare The area where a flight makes its last stop. A flight that originates at another station and then terminates at your station. A fare for tavel from point of origin to point to destination.

Through Flight (Thru Flight) A flight which lands at your station to deplane passengers and/or to be serviced and then departs to another airport with the same flight number that it had on arrival. Through Passenger final destination. A passenger that is continuing their trip through an intermediate stop to their

TIC - Ticket Identification Code A fare modifier used when a customer is purchasing a coupon or certified for free, reduced,a or upgraded travel. Ticket The contract of carriage between a carrier and the passenger. Ticket Counter Locations where a customer may check in for a flight, check baggage, or purchase tickets. Timatic The Travel Information Manual available in Apollo that is used to access the documentation requirements for customers traveling to a foreign country.

Tour Sales the public.

Located in DTWRR, Reservation agents who book only tour packages, usually directly to

Travel Agency An establishment that has normally met standards for accreditation by the airline Reporting Corporation (ARC) for the sale of Airline tickets and other travel services. Travel Agent A person qualified to sell travel and transportation services and products to the public.

Travel Credit Compensation for customers who have been denied boarding on United/United Express flights due to oversales Travel Planner Publications that contain air and ground travel info for the nations small and large cities, resort areas, colleges and universities, national parks, and military installations. TSA - Transportation Security Administration passengers and cargo at the airport. Individuals responsible for security screening of

TWOV - Transit Without Visa A SIPP code identifying a customer who enters a country without visa, while complying with conditions for visa exempt. UATP - Universal Air Travel Plan An airline sponsored credit card. Unaccompanied Minor UMNR: Child ages 5 to 11 traveling without an adult. Uncheaked Baggage luggage" Unimatic systems. Baggage carried aboard aircraft by the passenger. Also known as "carry-on

Computer communication system used to transmit information throughout the UA

United Express Carriers affliated with United which feed united's major routes. They share the same airline code as United (UA). United Vacations United's leisure/tour sales department

Unitel United's internal telephone system. Also, Unitel Directory Upgrade For a ticketed passenger to pay the difference to ravel in Business Class of first Class.

Upline The point where a flight originates before boarding station. Validate Validator To endorse a Ticket A machine used to imprint tickets or forms.

VIP Program The program which provides highly personalized superior service to a designated group of customers.

VISA Entry in a passport or other travel document made by an government official to indicate that the bearer has been granted authority to enter/re-enter the country involved. Voluntary Passenger an oversold flight. Voluntay Reroute A passenger with confirmed reservations that voluntarily give up their seat on

A change in routing that was requested by the customer When customers voluntarily choose to travel seperately from their

VS Voluntary Seperation luggage.

Waitlist A list of passengers who are either seeking space on a flight that is sold out or desiring confirmed space in a booking class that is sold out. Water Truck The truck that pumps potable water into a passenger aircraft.

WCHR Wheelchair Whale 747 Aircraft Wholesaler A company which purchases volumes of airline seats, hotel rooms, and sightseeing tours, then packages them for sale to individuals. WHQ - World Headquarters united's Corporate Headquarters located near chicago, IL

Widebody Any aircraft that carries ULD's and the cabin configuration has two isles. Commonly used to refer to 747 and DC-10 XPDR Transponder

XU TAX A code used to identify the dollar amount collected for the U.S. Federal Inspection Fee. ZULU Time Same as Greenwich Mean Time - Sola time at Greenwich, England, from which all other time zones are calculated.