Originally Posted by dank0014

I'm laughing after reading that letter - no offense OP, but if I can't take it seriously, the leadership at UA are just going to toss that in the trash with a general response. This isn't going to get you far at all.

Dear OP,
Thank you for letting us know about your recent experience with United Airlines. I apologize if our service did not meet your expectations, and appreciate you taking time to share your concerns.

Our goal is to provide a consistently reliable product and an exemplary level of customer service. Based on the events you describe, we did not meet this goal. Your comments regarding (SPECIFIC EVENT) will be used for coaching and training our employees.

(CUSTOMER NAME), I ask that you allow us another opportunity to serve you (but just not on the first Thursday of each month), as we consider it our privilege to have you aboard.