Originally Posted by
Mike Jacoubowsky
Curious what you wrote UA, since it would provide context for their response. In particular I'm curious about their mention of your loyalty to UA for nearly 14 years. If you didn't bring that up, then somebody's actually doing a decent job training people in customer service. It's a nice touch, indicating something beyond a boiler-plate response.
The first part of my email was taken almost verbatim from my post above (#788), except that I deleted the last two sentences.
After that, I added a few sentences about why I thought the charge was completely unjustified in my situation…and how the standby fee was annoying in general. Then I requested a refund and asked whether UA had any intention of implementing a policy that would cover customers who get stuck in a situation like mine.
I didn’t say anything about my years of flying UA, status, fare paid, etc. I agree that it was a nice touch and showed some effort/creativity on the part of UA and/or the CSR.