there exists a thread somewhere where another member was travelling NC and an EasyChicken offered a buyup to F. SFO IFL was again the responsible party for discovering the "error" and trying to fix it. It's far too early for me to find it, but it's out there somewhere

I agree with others ... the letter has a lot of emotion in.. and I think that needs to be tone downed some. You should word things such that it is clear that it upset you, but that it is not as emotional to write the letter.

Now... the story is a little different since the upgrade was given as part of a deal and not payed for, but the "once you have the BP you should me ready for enjoy UA travel" side of things still holds true. Because of this difference, I think the letter needs to focus a lot on the inconvenience that it caused, that your friend was willing to go through, that ultimatly helped UA.. focus on the embarrassment and the feeling of being made to look like a criminal when your friend did nothing wrong. the stress it added to the trip.

stuff like that.

good luck