<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"><head><meta http-equiv=Content-Type content="text/html; charset=us-ascii"><meta name=Generator content="Microsoft Word 14 (filtered medium)"><style><!--
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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal>FYI. Pasted below is an excerpt from the letter we discussed on Monday night’s phone call. The letter was written at my request by United’s corporate Complaint Resolution Official (CRO). I keep the letter with my passport so when Jim and I travel together, I can show it to airline personnel if they insist that we can’t sit together because of the dogs. You can also request that a CRO be contacted on the spot if you are having problems at the airport. It’s been my experience that the flight crew is reluctant to contact a CRO and will let the issue drop so they can avoid any delays.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Here’s the part of the letter that explains about how the CRO works:<o:p></o:p></p><p class=MsoNormal> <o:p></o:p></p><p class=MsoNormal>“I appreciate the opportunity to follow up regarding our company guidelines as they pertain to providing seating accommodations for our customers and their service animals. <o:p></o:p></p><p class=MsoNormal>Importantly, we do not have a policy that would prevent service animals from being seated in <o:p></o:p></p><p class=MsoNormal>the same row or at adjoining seats onboard the aircraft except to comply with Federal Aviation <o:p></o:p></p><p class=MsoNormal>Administration (FAA) or applicable foreign government safety requirements. Further, customers <o:p></o:p></p><p class=MsoNormal>who are traveling with service animals are not required to occupy seats in the bulkhead row. <o:p></o:p></p><p class=MsoNormal>As you know, Complaint Resolution Officials (CRO) are available at the airports to assist if you <o:p></o:p></p><p class=MsoNormal>have any questions or concerns about your and your service animals’ seating accommodations. <o:p></o:p></p><p class=MsoNormal>Upon your request, a CRO will be made available in person or by telephone to assist in <o:p></o:p></p><p class=MsoNormal>resolving the situation in accordance with our policies and the disability law. If due to your flight <o:p></o:p></p><p class=MsoNormal>schedule there is not enough time to speak with a CRO prior to departure, please request to <o:p></o:p></p><p class=MsoNormal>speak with one once you arrive at your connecting city or final destination. CROs are also <o:p></o:p></p><p class=MsoNormal>available on our 24/7 Accessible Travel desk at 1-800-228-2744. As a corporate CRO, you are <o:p></o:p></p><p class=MsoNormal>always welcome to contact me directly at 1-832-235-1851. I am normally in the office Monday <o:p></o:p></p><p class=MsoNormal>through Wednesday and on Friday from 8:30 a.m. – 7:00 p.m. Your calls are always welcomed <o:p></o:p></p><p class=MsoNormal>and I am happy to assist you. <o:p></o:p></p><p class=MsoNormal>Thank you for choosing United Airlines. We look forward to welcoming you and Dr. Kutsch <o:p></o:p></p><p class=MsoNormal>onboard soon. <o:p></o:p></p><p class=MsoNormal>Sincerely, <o:p></o:p></p><p class=MsoNormal>Complaint Resolution Official (CRO) Disability Specialist – Corporate Customer Care<o:p></o:p></p></div></body></html>