Originally Posted by
star_world
Who? One poster above mentioned that they attached an extract of their credit card statement to the online form (i.e., the original request), but never said anything about UA requesting it.
It's utterly unnecessary, and each of these inane DOT complaints pushes the whole process that much further towards being meaningless. Further, it probably perpetuates the sloppy training that the specific agent could have improved on, since the sledgehammer approach will not trickle down to improved instruction to that individual.
That's not how I read it. And what the OP was sent was clearly boilerplate. Some random misinformed agent did not write that on their own.
As for your second paragraph, I completely disagree, and think you misunderstand the value and regulatory purpose of the DOT complaint process, as well as the practical way that the process operates. You continue to ignore that this very issue is an important, identified policy issue for the DOT, and that UA has an established history of problems with it.