Originally Posted by
travel.flier
I did not read everything, because it was too long, but sorry to hear your friend's story. It sounds like they were misdirected - really - send an email to smisek at night and expect him to magically make a plane appear by the next morning?
True, emailing the CEO of United at night is somewhat of a stupid advice-thanks to United CD, but that said, the expectation was not to get a plane appear out of nowhere, but simply, as it happens thousands of times all over the world, to make sure this person with a clear family emergency could get to his mom's funeral one way or another; a change of carrier would have made absolute sense and pose no issue for United to arrange...we all went through it at one time or another.
The problem is the absolute blindness and "narrow mindness" of CR working at United, feeding back corporate standard lingo to a paying customer instead of taking the time to take each account individually and looking for a human solution.