United Uniforms-Direct Ordering
Direct ordering is a new feature that all agents will have access to for a specific purpose. To ensure confidence and ease with this process, we will provide guidelines and a checklist to follow whenever the direct ordering function is needed. It is essential to adhere strictly to these guidelines when assisting a United Airlines employee.
Direct Order 101: What You Need to Know
We'll ONLY use the direct order function to help with:
Short Pack orders 🏷️
Job code error exchanges 🔄
Exchange-for-exchange items 🔁
Mispack replacement items 📦
Wool Free/Poly free uniforms
Special accommodations are communicated by the uniform team manager or coordinator, such as kit inventory issues.
Short Pack
Short packs" refer to cases where an item is missing from a shipment. Before placing a replacement direct order, it's important to first check 'Order History' in Gift and Go. Search using the United Airlines employee number to review all shipments sent to them—this helps ensure the order wasn’t split into multiple shipments before processing a replacement.
Job Code Error Exchanges
This will most commonly happen with First Officers (FO) who are being promoted—or have already been promoted—to Captain. They’ll need a Captain’s jacket, epaulets, and hat as part of their new role.
Exchange for Exchange
Sometimes, a United employee sets up a return and exchange, only to realize that the item they exchanged for isn’t going to work either. Since the system recognizes the previous return/exchange and won’t allow another one, we can step in and assist by using the direct order function to get them the correct item.
Mispack
"Mispack" is the term we use when a customer receives the wrong item instead of what they originally ordered. For example, if a First Officer ordered pleated trousers but received flat-front trousers instead. In these cases, we use the direct order function to get them the correct item.
Wool-Free/Polyester-Free Kits
When employees submit their Reasonable Accommodation (RAP) paperwork to United Airlines and it gets approved, they should be able to see updated uniform options. However, if they’re unable to view these options while trying to exchange items from their kit, we can assist by confirming that the 'Allergy' option is turned on and then completing the direct order.
Special Accommodations
Special accommodations will be communicated by the United Uniforms Manager or Coordinator. This may include situations where there are inventory issues with a specific kit item, and we need to assist employees in selecting an alternative option.
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Direct Ordering: What NOT to Do
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Direct orders can only be placed for the reasons listed above. Unless a special accommodation has been communicated by the Uniform Manager or Coordinator. We cannot use direct ordering for employees who simply want extra pieces and don’t want to wait for the regular ordering function to become available.