Success with United Customer Comments

As you may have read in my recent blog posts my wife and I had an unfortunate interaction with United Airlines last week that resulted in me making an official customer comment (complaint) on their website. It took a few days, but I received a pleasant response from one of their representatives who told me I would be receiving a travel voucher for my troubles.

Dear Mr. Cohen:

I’m sorry for the inconvenience you experienced when your flight was delayed.

Direct customer feedback about our products and services is so important in helping us to improve.

Please know our goal is to operate every flight on schedule, every day. Unfortunately, there may be times when weather, a mechanical issue or the late arrival of a crew member, due to missed connection or other unforeseen event, may cause a flight to be delayed. When this occurs, we want to minimize the impact to you as much as possible and keep you informed.

For information of your damaged clothing in your baggage, please contact our baggage resolution department at 1-800-335-2247.

For your inconvenience I would like to offer you an electronic travel certificate as an expression of our concern. Please allow 3-5 days for processing and delivery via a separate email.

We hope to welcome you aboard another flight in the near future, and thereby have the opportunity to win back your trust. Our goal is to create the world’s most Flyer Friendly airline. We have room for improvement, but that’s the direction we’re headed.

Thank you for your business and for flying the friendly skies.

In the end, they sent me two $150 travel vouchers (one for me and one for my wife). We are now contemplating what to do with these vouchers (likely get us to Florida again in the winter).

After the success of that comment, I sent another one in because we had almost been bumped and received separate travel vouchers for $700 each. I said that I had signed something that seemed like a contract for those vouchers and they should not have taken them back. We will see what happens with that. It might be me being greedy but, hey, if you don’t ask, you won’t receive!

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