United’s response….really?!

So…below is the email response I received, in addition to a voicemail. Attached to the email was a travel certificate good for 20% off travel good for a year. Really? REALLY? I am now on my way back home and will use the time on the plane to craft a response.

Dear Ms. Martin:

Your recent correspondence to Mr. Smisek was forwarded to my attention for a reply. I regret you were not available to take my call today to accept our apologies for the poor experience you had this week while flying from San Francisco.

We are still in the midst of integrating our operations and customer programs, including the frequent flyer programs. For now, although we still have two IT platforms, we have been testing our integration so our customers are not caught in a similar situation such as you experienced.

Our Reservation agent should have clearly explained which carrier you would check in with, and at the airport our Customer Service agent could have taken one minute away from the passenger he was helping to direct you better. Allow me to simply say I’m sorry.

Understandably you felt frustration after missing your standby flight cutoff by such a slim margin. We realize our business travelers may have a last minute change of schedule, so I hope someone provided you the option to confirm yourself on an earlier flight, along with the fare difference, if any.

As you know for your long association with United Airlines our goal is to provide seamless travel; but you’ve made it clear we have a lot of work to do to meet that goal. We hope you will be able to use the attached travel certificate to have a much smoother trip in the future.

Regards,

Lynn Johnson
United Airlines Customer Care

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