Originally Posted by Enginerd

in late december, UAL delayed my bag twice and then completely lost it for 48 hours on another trip. had to see clients in jeans ( no time to get suit ). 1K desk offered laughable tracking assistance. total keystone cops experience.

they offered me $380 on the spot via email. I ignored and wrote Smisek, fedexed letter chronicling in detail what happened. i've been 1K for nearly 10 years; i figured he might be interested or at least have a comment like" I'm sorry for your problems, definitely not up to our standards, you'll be hearing with more specificity from Mr./Ms XYZ..."

Instead, i got an email from some faceless baggage person with a standard 3-line apology and $600 ( with 27 t&c ). Really?

I'm trying to step back from the situation and look at it reasonably, but it's a little difficult. I'd like to print off the email, attach it to the letter i sent to Smisek and send it to his board of directors with just a few lines about how their new CEO is flunking basic business correspondence etiquette and just flush the $600. I'm not looking for a kumbayeh experience with Smisek, but I would like to think that he actually is looking at customer concerns.