Kit A & Kit B Direct Orders

Kit A and Kit B Direct Orders

Understanding of how we handle kit exchanges. We now have approval to make those swaps using the direct ordering option in Gift & Go. 

Kit Recap

United Airlines is launching a new uniform program that provides employees with standardized "kits." These kits contain specific garments based on each employee’s workgroup and their role within it.

All employees will place an initial order at the start of the program. After that, kits will only be provided to new hires or employees moving into a different department.

There are two types of kits: Kit A and Kit B, each tailored to meet the needs of different roles.

Flight attendant kits include subcategories that apply to both Kit A and Kit B. These include:

• Purse

• Winter Accessories

• Sweater

Direct Order for Kits

Scenario: A flight attendant initially ordered Kit A. After receiving it, they realize they prefer the fit of the shirts offered in Kit B. All other items in Kit A are a great fit—they just want to exchange the shirts.

Identify

Once we’ve completed the verification process, the first steps are:

1. Identify the items the employee no longer wants.

2. Determine which items they would like to receive instead.

Next, guide the crew member through setting up a return in the Brooks Brothers ordering portal. Once the return is initiated, you can begin building their new order in Gift & Go.

Build the Cart

While building a direct order in Gift & Go, you'll see all available items across all workgroups—there’s no specific filter to separate Kit A from Kit B. However, there are a few filters you can use to help narrow things down.

Take your time during this step, and be sure to carefully verify each item against what the crew member needs. Pay close attention to workgroup relevance, sizes, and item descriptions to ensure accuracy.

The first step in creating a direct order is to confirm that you are placing the order under the correct crew member’s profile.

If you're unsure how to do this, refer to the Direct Order for a step-by-step guide.

Now you can apply a filter to help narrow down your search. Look for the dropdown labeled "United Category"—this will allow you to filter the item list and make it easier to locate the correct garments.

For this specific scenario, you'll want to filter by "Shirts" under the United Category dropdown. This will help you quickly locate the shirt options available across kits.

Once your filter is set, scroll through the list to locate the specific shirt the crew member needs.

Pay close attention to the product name—this is where you’ll find indicators of which workgroup the item belongs to. Look for initials such as CS (Customer Service), IF (Inflight), or even the word Pilot included in the item name.

Being mindful of these details helps ensure you select the correct item for their role.

We also want to look for additional indicators to confirm we're selecting the correct product. This is where our knowledge of the kits comes into play.

Since items aren't labeled by kit in Gift & Go, we’ll need to rely on what we know about the product categories. In this scenario, the crew member wants to switch to shirts from Kit B. Kit B shirts are listed under the Men’s category, so we’ll now focus our search on Men’s IF (Inflight) shirts.

To narrow down the shirt options even further, type "UA Men's IF" into the Product Name field.

At this point, take a moment to reconfirm with the crew member which shirt they’d like to order. Once confirmed, click the eye icon under the Actions section for that item to view more details.

Next, select the appropriate size and quantity for the shirts based on the crew member’s request.

Once the size and quantity are selected, click “Add to Basket” to include the item in the order.

Click the shopping cart icon in the upper-right corner of the screen.

Here, you’ll review the items being sent out, and it’s also a good time to recap with the crew member what they’ll be returning.

Once everything looks correct, continue by following the steps to complete the shipping confirmation process.

Kit Item Swap – Agent Checklist

Before You Begin

• Confirm you are working under the correct crew member’s profile in Gift & Go

• Complete verification steps with the crew member

• Identify which items they want to return

• Confirm which items they want to receive instead

Return Process

• Guide the crew member through initiating a return via the Brooks Brothers portal

• Confirm the return has been successfully submitted

Building the New Order in Gift & Go

• Apply relevant filters (e.g., United Category > Shirts)

• Use the Product Name field for more specific results (e.g., “UA Men's IF”)

• Double-check product names and workgroup indicators (CS, IF, Pilot, etc.)

• Confirm item aligns with Kit A or Kit B expectations (e.g., Kit B = Men’s IF)

• Select correct size and quantity

• Click Add to Basket

Final Review & Shipping

• Click the shopping cart icon to review order details

• Recap both the return and new order items with the crew member

• Complete the shipping confirmation process

Reminders

• Items are not labeled by kit—use your kit knowledge to guide selections

• Always reconfirm item choices with the crew member before finalizing

• Take your time—accuracy matters!

Recap & Final Thoughts

Swapping out items between Kit A and Kit B is now allowed—but it requires a careful, step-by-step approach. Here's what to keep in mind:

• Start with verification to ensure you're working under the correct crew member's profile.

• Identify the items they want to return and what they want instead.

• Guide them through the return process using the Brooks Brothers portal.

• Use filters and product knowledge in Gift & Go to find the correct replacements.

• Double-check everything—from item names to workgroup indicators and sizes—before placing the order.

• Recap both the return and the new order with the crew member before finalizing shipping.

Taking your time and staying detail-focused will help ensure a smooth experience for both you and the crew member.