United Airlines Apologizes For Laughing At Traveler’s Plight

A reader received an apology and a $100 travel voucher in response to his complaint we cross-posted.

After difficulties with a connecting United Airlines flight, Wade had to recheck his bags. At the check-in counter, the e-ticket terminals thwarted him.

His attempts to get help using the e-ticketing terminals were met with indifference or laughter. When Wade asked one of the ticket agents who laughed at him what his name was, the agent said his name was, “Juice Box.”

The original story is here. United Airline’s response is inside. Wade says, “Take it for what it’s worth.” Somehow we think Wade won’t be flying United any time soon…

    “———- Forwarded message ———-
    From: UACustomerCare24 Reply
    Date: Nov 20, 2006 11:27 PM
    Subject: RE: Re: Customer Relations email from Wade [redacted] ([redacted]) -Ref#: [redacted]
    To: [redacted]

    Dear Mr. Courtney,

    Thank you for contacting us again. I appreciate the opportunity to respond.

    Mr. Courtney, first of all I would like to apologize for the problems you experienced on Nov 13. We’re sorry to have given you such a poor impression of our operation.

    You mention many problems you have experienced with United’s operation. I apologize for these experiences. We appreciate your taking time to comment on your experience, and realize you select an airline based on its quality of service. I’m sorry that you received a poor impression of United’s ability to serve you. Your comments trouble me because, as a company, all United employees have a commitment to a customer satisfaction philosophy that emphasizes the importance in responding to the needs of each customer. United staff has the training and ability to do a far better job than your comments indicate. So I have forwarded your comments to the appropriate department for their review. Please know that your good comments will help us improve our efforts to continually meet your expectations.

    Your comments let us know what we need to accomplish to prevent a recurrence of this type of experience. We have quality measures in place, but will continue to work to improve procedures so we may provide the high quality service our customers deserve. So as a gesture of goodwill for the inconvenience caused, I’m offering you a travel certificate. It will reach you within 7-10 business days via mail. Meanwhile, your patience and understanding is appreciated.

    Mr. Courtney, your business is important to us, so we hope this experience will not discourage you from traveling with us again. We’ll do our utmost to make your future contacts with United satisfactory in every respect.


    Reegan Ozukum
    United Airlines Customer Relations

    This message is intended only for the use of the Addressee and may contain information that is PRIVATE and CONFIDENTIAL. If you are not the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please erase all copies of the message and its attachments and notify the sender immediately. Thank you. “


Previously: United Airlines Laughs At Traveler’s Plight