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UA FA Initial > SOP UMNRs Unaccompanied Minors > Flashcards

SOP UMNRs Unaccompanied Minors Flashcards

1
Q

What is an UMNR?

A

Any child who is age 5 to 14, and is not accompanied on the same flight by a guardian or traveling companion

must travel under the company’s UMNR Program.

  • Must have reservations with confirmed seats to their final destination.
  • Children ages 5-14 are accepted for online travel upon payment of applicable service charge on

itineraries that do not include connections.

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2
Q

True or False

Any minor ages 15 to 17 may no longer travel as a UMNR.

A

False

Any minor ages 15 to 17, and is not accompanied on the same flight by a guardian or traveling

companion may opt-in to travel under the company’s UMNR Program. If a minor customer opts-in to travel as UMNR, all policies and fees will apply.

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3
Q

True or False

Children travelling w/ adults seated in a different cabin are considered UMNRs.

A

False

Children traveling with a guardian/traveling companion on the same flight, but seated in different cabins, are considered “accompanied” and not a part of the UMNR Program.

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4
Q

What is the maximum number of UMNRs allowed per flight under normal circumstances?

A

A maximum of 6 UMNR will be allowed per flight during regular operations. For a variety of

reasons, exception may be necessary to allow more than 6 UMNRs per flight. Exceptions will be

shared with you during the INFORM briefing or via EasyChat.

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5
Q

What is a YPTA?

A

• Minors 15-17, who have not opted into the UMNR program, will be identified with the YPTA

(Young Passenger Traveling Alone) SSR code and will show up in the My Flight app with the

graphic below. This code helps Airport Ops identify these individuals in the event of irregular

operations.

• YPTA travel as “adults” and do not require any special assistance.

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6
Q

What is the SSR Code and icon in the My Flight App for a Young Passenger Travelling Alone?

A

YPTA

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7
Q

What is the SSR Code and icon in the My Flight App for an Unaccompanied Minor?

A

UMNR

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8
Q

Which apps on Link identify UMNRs?

A

My Flight App

and

Inflight Service App

and

UMNR App

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9
Q

Who inputs this information into the UMNR app?

– Child’s name

– Age

– Travel itinerary/PNR

– Seat number(s)

– Name, address and phone number of guardian responsible for the child at the city of origin

and the city of destination.

A

CSR

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10
Q

Aside from the UMNR app, where else is the child’s information held?

A

The CSR will place the UMNR’s travel documents (e.g., passport, paper tickets, electronic

ticket receipt) into the UMNR envelope (if applicable).

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11
Q

Is any documentation / information given to the child?

A

Yes

  • The CSR will place a United branded UMNR wrist band containing a QR code on his/her wrist

for easy recognition by station personnel and flight attendants.

  • The CSR will also place a bag tag with a matching QR code on one of the UMNR’s bags.
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12
Q

Who is responsible for escorting the UMNR?

A

• The CSR, or United representative, will escort the UMNR(s) to the aircraft during the boarding

process.

  • Flight attendant(s) will escort the UMNR(s) off the aircraft to the jetbridge door upon arrival.
  • To ensure the UMNR does not leave the aircraft without a flight attendant escort, also introduce them to

the flight attendant(s) who will be at the deplaning door. Keep all flight attendants in mind when you are

deplaning from multiple doors (e.g. dual boarding) or have more than one flight attendant assigned to sit at the deplaning door.

• Advise that upon landing, the UMNR must remain seated until a flight attendant is able to escort them to the CSR, or other United representative, meeting the flight.

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13
Q

What is meant by CARE when pertaining to UMNRs?

A

The CARE acronym is intended to help flight attendants in providing a safe, caring and

comfortable service to UMNRs while traveling.

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14
Q

What does the “C” indicate in CARE when pertaining to UMNRs?

A

Communicate

  • Review My Flight app for UMNR’s travel details and information.
  • Meet UMNR(s) when CSR brings them to the aircraft. Introduce yourself and let them know you are available if they need anything.
  • During pre-boarding, the UMNR is handed off to the International Purser/Purser or door greeter, who must be signed into the UMNR app in order to scan the QR code on the wristband or bag tag. They will collect the UMNR envelope.
  • The flight attendant must complete the “Onboard Checkpoint,” and then hand off the UMNR to the flight attendant who is responsible for the UMNR. Upon scanning the code the “on board” area of the timeline

will show completed. If the camera or scan function does not work, you may manually enter the 10-digit key code. You will be asked to select “complete” to verify the hand off.

• If unable to pre-board, UMNR will board last.

NOTE: In the event the UMNR app is not working, all flight attendants will sign the envelope

on the appropriate line(s) for each step, onboarding, seated, and briefed, and utilize

the envelope for tracking.

  • The International Purser/Purser retains the UMNR paperwork and introduces them to the flight attendants working their cabin area as well as the flight attendant(s) who will be providing the UMNR(s) briefing and escorting them off the aircraft.
  • After the UMNR has been escorted to his/her seat, the flight attendant responsible for briefing the UMNR according to the staffing sheet will then scan their wristband and mark them as Seated and Briefed to acknowledge transfer of the UMNR.
  • For safety purposes, do not announce the identity of the UMNR to

other customers unnecessarily.

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15
Q

What is an alternative procedure if the UMNR app is not working?

A

In the event the UMNR app is not working, all flight attendants will sign the envelope

on the appropriate line(s) for each step, onboarding, seated, and briefed, and utilize

the envelope for tracking.

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16
Q

Where is the preferred seating for UMNRs?

A

Preferred seating for UMNR’s is an aisle seat in the last three rows of the United Economy cabin (see aircraft

diagrams below for specific preferred seats). If an aisle seat is unavailable, the CSR will coordinate to re-seat

a customer to vacate an aisle seat for the UMNR. If more than one UMNR is on a flight, they can be seated

in the same row, including the middle and window seat. Customers may purchase seats for the UMNR in

United Polaris and United Premium Plus. The UMNR may be seated in the last row of the United Polaris Business cabin or any aisle seat in United Premium Plus (UPP). In addition, NRSA UMNR’s may be seated

throughout the cabin. Please check the My Flight app to confirm UMNR seating.

NOTE: In the event the UMNR is seated in the same row as a prisoner (identified with the SSR code

ACPR), the CSR will move the UMNR two rows forward of the prisoner. (i.e. the UMNR will

never be seated in the same row of or in the row directly in front of a prisoner)

17
Q

Can a UMNR be seated in the same row as a prisoner?

A

No

In the event the UMNR is seated in the same row as a prisoner (identified with the SSR code

ACPR), the CSR will move the UMNR two rows forward of the prisoner. (i.e. the UMNR will

never be seated in the same row of or in the row directly in front of a prisoner)

18
Q

True or False

A UMNR may be seated in an exit row.

A

False

  (FAR 121.585) UMNRs must not be seated in an exit row.

19
Q

True or False

The standard Safety Briefing demo is sufficient for the UMNR.

A

False

  Each UMNR is given an individual safety briefing.

20
Q

In the event of an evacuation, what should the FA do wrt the UMNR?

A

  In the event of a planned evacuation, flight attendants must assign a helper to each UMNR.

21
Q

What does the “A” indicate in CARE when pertaining to UMNRs?

A

Accomodate

  • After takeoff, check in to ensure the UMNR is comfortable.
  • Reassure the UMNR that after landing a flight attendant will escort them to the CSR or United representative meeting the flight at the jetbridge door.
  • Keep a watchful eye on the UMNR to ensure they have what they need and are comfortable during their travel experience.
  • When applicable, flight attendants are to ensure required international documentation is completed for UMNR prior to landing.
  • It is recommended that flight attendants not hold or carry a child (whether accompanied or unaccompanied). It may, however, be necessary at times during the normal course of customer service.
22
Q

True or False

The UMNR will pay for their food on applicable flights.

A

False

  • Provide UMNR, on flights that offer food for purchase, with a complimentary food item.
  • On board the aircraft, flight attendants are responsible for the comfort and safety of the UMNR. Assistance should be offered as required and as time permits in areas of unwrapping food service amenities

or by cutting food items.

23
Q

Are UMNRs are allowed to assist with service presentation?

A

No

24
Q

What does the “R” indicate in CARE when pertaining to UMNRs?

A

Remind

• Prior to landing, remind the UMNR that a flight attendant will bring them to the CSR or United representative,

who will then make sure they get to their parent or guardian.

  • Advise the UMNR they must stay seated until a flight attendants arrives to get them.
  • All flight attendants must pay particular attention so that the UMNR(s) do not begin to move forward unescorted.
  • Ask them to wait in the aft galley if necessary.
25
Q

What does the “E” indicate in CARE when pertaining to UMNRs?

A

Escort

NOTE 1: During dual-door deplaning, the UMNR must deplane through the forward-most deplaning door.

• Once on the ground at the destination city, the flight attendant at the deplaning door should advise the

meeting CSR or United representative that an unaccompanied minor(s) is on board.

• After all other customers have deplaned, escort the UMNR(s) to the CSR or United representative at thejetbridge door for hand-off. Ensure the CSR or United representative scans the QR code on the wristband or

bag tag and takes custody of the UMNR.

  • Collect the UMNR envelope and provide it to the CSR during the hand-off. The company’s policy requires all flight attendants to remain on board for the entire deplaning process.
  • If the CSR or United representative is unavailable, the flight attendant will escort the UNMR(s) to the nearest CSR.
  • In the event of 3 or more UMNRs on a flight, two flight attendants will be responsible for escorting the UMNRs to the jetbridge door. When possible, position one flight attendant forward of the UMNRs and the other flight attendant aft of the UMNRs while escorting off the aircraft.
  • Be sure to thank the UMNR(s) and express that you hope to see them again soon on a future flight.
26
Q

True or False

The FA is responsible for handing off the UMNR to the parent / legal guardian.

A

False

The CSR is responsible for scanning the wristband and transferring the UMNR(s) to the parent/guardian.

27
Q

In the event there are 3 or more UMNRs on a flight, what is the procedure when deplaning?

A

In the event of 3 or more UMNRs on a flight, two flight attendants will be responsible for escorting the

UMNRs to the jetbridge door.

When possible, position one flight attendant forward of the UMNRs and the

other flight attendant aft of the UMNRs while escorting off the aircraft.

28
Q

In the event of a diversion or IRROP during the trip, what is the procedure for UMNRs?

A

If there is a diversion to airports with no company representatives on site, request the captain to contact

Network Operations Control (NOC) for instructions. A crewmember must stay with the UMNR(s) until they

are handed over to authorized personnel and the wristband is scanned.

In an IRROPS situation, add a checkpoint to the UMNR timeline by selecting the applicable IRROPS code in the tracker app, and add

notes to the document when handing over the UMNR to the United representative. Attempt to contact the

UMNR’s parents/guardian using contact information in the UMNR app.

29
Q

What is the SSR Code and icon in the My Flight App for Government Supervised Movement of Children?

A

GSMC

30
Q

What is the SSR Code and icon in the My Flight App for Government Supervised Movement Escort?

A

GSME

UA FA Initial (17 decks)

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