Originally Posted by Babu
Agreed. But I am curious as to how the airline accomplishes this when the only input from the complainant is the original letter/ email. Or does UA call back the passenger and say, "the FA says such and such...what is your rebuttal?"
I don't know what they do. But I'm sure you wouldn't enjoy if someone wrote in (possibly falsely) and then you were disciplined for no reason or for something out of your control, such as the cabin temperature!! I was written up once by a pax, but they were NRSA so it didn't go very far. In fact, I had my rebuttal ready to go in my mailbox just in case they had the nerve, and they did!
