Customer Communication On United And Continental Merger

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United has sent a customer communication to update MileagePlus members on the merger with Continental. I always find it interesting how companies communicate changes that their most valued customers. Below is the most recent communication I’ve received on the United / Continental merger and my biggest take away.

Customer Communication

It’s business as usual while we rebrand our airports.

Welcome to 2012. Before the new year is too far under way, we want to connect with you about what you can expect over the next several weeks.

We continue to rebrand our airport locations with new signage and gate counters — making traveling with us simple and easy. Managing your travel remains the same as we move into the first quarter of 2012: Keep using your MileagePlus number to book flights, check in, upgrade seats and use miles just as you do now at, over the phone or at the airport.

On January 1, 2012, the new status qualification year began. Your qualifying activity is now counting toward MileagePlus Premier® status for next year, and you are earning under the 2012 MileagePlus program.

Later this month, we’ll provide you with a detailed, personalized overview about what to expect when the 2012 MileagePlus program begins. In the meantime, go to for the most up-to-date information.

My Biggest Take Away

New Account numbers and extended status through the first quarter 2012.

A new technology platform requires eight-character account numbers.

Your MileagePlus account number will change automatically late in the first quarter of 2012. That’s because we’re migrating to a new technology platform that can accommodate the rapidly expanding membership base of our loyalty program.

2011 elite status and benefits will be extended in the first quarter of 2012.

Our migration to a single technology system requires that we extend the current elite year for a short period. Your credentials will remain valid until our system conversion date, when we will deliver the benefits of the 2012 program. In late January, we will share the specific expiration date for your 2011 card and details on when qualifying members can expect 2012 credentials.

Bottom Line

It is interesting to see the different ways companies communicate with their customers. I take this update as a way to say, we’re still here and nothing is changing, yet. My biggest take away after a few clicks is that the elite benefits will be extended through the first quarter in 2012 and I’ll have to memorize yet another frequent flier number.

Is there anything else they recently announced or something else they should have said?

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About The Weekly Flyer

The Weekly Flyer writes about travel from a business traveler perspective. He travels the world every week accumulating points and miles along the way.

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  1. I think a key takeaway (confirmed indirectly through a chat with a Onepass CS today) is that UA is transitioning to CO’s system that the better IT system prevailed…

  2. I heard the same and that the new system will use our CO FF#s as they are the 8 alphanumeric length being referred to.

  3. dumb question here – if I have a united account with miles set to expire in june, and a continental account where the expiration date for my miles is much further off, what will happen re: the expiration date for the new merged account?

    dumb question two – I haven’t merged my accounts yet. should I?

    dumb question three – I forgot!

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