Manesh’s parents flew from NE to Sri Lanka, but at LAX, United Airlines (UAL) refused to honor their tickets, saying that had not “been approved, authorized and authenticated.” The family ended having to pay $2860 extra to complete their journey. Apparently, Sri Lankan Air Lines, a United code-share partner, could not find the reservation Manesh’s parents made.

Manesh wrote three letters of complaint to UAL and so far his parents have only received two $300 coupons in return. When Manesh scoffed at the sum, United wrote, “our policy does not permit us to respond with the generosity you had anticipated.”

Livid, Manesh has set up a blog called, “United Airlines takes advantage of helpless elderly couple, extorting nearly $3000” to document his consumer complaint process.

Unless he hears about a full refund from United within eight days, he’s promised to take United to court.

The letters between himself and United are republished inside. His ultimatum serves as an excellent example of how to play hardball…

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Why this letter rocks:

• Direct
• Demands specific action
• Sets deadline for action
• Details next, punitive steps he will take if United does not respond favorably
• Threatens legal action
• Threatens to bring public attention to his complaint

— BEN POPKEN

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