UA sends a fill-in-the-blank apology letter
Sep 10, 2012, 2:20 pm
#31
Join Date: Mar 2004
Location: Berkeley, California
Programs: Starwood Gold, Hyatt Platinum
Posts: 560
I'll play...
I am disappointed to know that we did not meet your expectations this time, and appreciate the opportunity to share your feedback with the appropriate area of MINISTRY OF SILLY WALKS.
As a tangible gesture of our concern, enclosed is AN AUTOGRAPHED PICTURE OF JEFF SMISEK.
I am disappointed to know that we did not meet your expectations this time, and appreciate the opportunity to share your feedback with the appropriate area of MINISTRY OF SILLY WALKS.
As a tangible gesture of our concern, enclosed is AN AUTOGRAPHED PICTURE OF JEFF SMISEK.
Sep 10, 2012, 2:21 pm
#32
Original Poster
Join Date: Mar 2011
Location: DCA
Posts: 120
UPDATE! Just got a call from United HQ and spoke to a nice woman who was very apologetic and noted that it is indeed "embarrassing." I was laughing, and really do hope I didn't get anyone in too much trouble because I've made mistakes like this myself and would be terrifically mortified if someone posted it on flyertalk 
Either way, she noted that this was supposed to be the letter that accompanies some form of compensation for my prior complaint email, not necessarily the only thing I'd receive on the matter (as I noted earlier, I did get an email in about 4 days that was sort of standard boilerplate apology, but my complaint didn't really call for a specific action other than fixing their site). Somehow the letter went from generating the template to sending before the agent got to fill in the blanks. Whoops.
Either way, she did say that SPECIFIC ITEM is on the way (although I didn't ask what it was). I think this whole thing is more funny than frustrating, so the suspense will have to dog me a bit longer!
Also to her credit, she did listen to me explain my issue with the bug on their site (she referred to them as the dot com department) that mis-displays how long reservations are "held" until. We'll see if it actually gets fixed now!
Either way, glad everyone got a good laugh out of this as did I
I'll let everyone know what SPECIFIC ITEM winds up being.
EDIT: I take it back, instead of miles I hope it is this:
Either way, she noted that this was supposed to be the letter that accompanies some form of compensation for my prior complaint email, not necessarily the only thing I'd receive on the matter (as I noted earlier, I did get an email in about 4 days that was sort of standard boilerplate apology, but my complaint didn't really call for a specific action other than fixing their site). Somehow the letter went from generating the template to sending before the agent got to fill in the blanks. Whoops.
Either way, she did say that SPECIFIC ITEM is on the way (although I didn't ask what it was). I think this whole thing is more funny than frustrating, so the suspense will have to dog me a bit longer!
Also to her credit, she did listen to me explain my issue with the bug on their site (she referred to them as the dot com department) that mis-displays how long reservations are "held" until. We'll see if it actually gets fixed now!
Either way, glad everyone got a good laugh out of this as did I
I'll let everyone know what SPECIFIC ITEM winds up being.EDIT: I take it back, instead of miles I hope it is this:
Sep 10, 2012, 4:32 pm
#37
Join Date: Mar 2006
Location: SFO
Programs: DL DM/MM; UA Premier 1K; AA EXP; ICH Plat Ambassador
Posts: 1,565
Sep 10, 2012, 4:48 pm
#38
Join Date: Oct 1999
Location: Southwest Desert, under a rock, watch out! ~~~~~~~~~~~~~~~~<" You can get there, but it's gonna cost you!
Programs: Previously NonePass®, now UA 1K (*Enhanced*)
Posts: 4,248
Sep 10, 2012, 4:52 pm
#39
FlyerTalk Evangelist
Join Date: Jul 2003
Location: BOS, PVG
Programs: United 1K and 1MM, Marriott Ambassador
Posts: 10,000
Sep 10, 2012, 5:14 pm
#41
Join Date: Nov 2006
Location: COS/DEN
Programs: UA 1P (w/ no expectations whatsoever); Marriott Gold; Hilton Silver; Hertz Pres
Posts: 693
"The frustration of knowing you'll never get the 60 seconds it took you to read this letter back while you expected something tangible instead."
Sep 10, 2012, 6:33 pm
#43
Join Date: Jun 2006
Location: SF BayArea
Programs: Nothing worth mentioning
Posts: 2,223
How absolutely perfect: United sends an incomplete form letter to apologize for being sorry that it took so long to respond to a complaint. I wonder if this is the new "smoke & mirrors" of not actually addressing complaints?
Whatever, thanks for the laugh & follow-up with call today. Please post pics of your special specific item (SSI) from UA. We are all on tender-hooks, anxiously awaiting the reveal!
Whatever, thanks for the laugh & follow-up with call today. Please post pics of your special specific item (SSI) from UA. We are all on tender-hooks, anxiously awaiting the reveal!
Sep 11, 2012, 12:07 am
#45
Join Date: Dec 2010
Location: PHX
Programs: AA PRO
Posts: 352
After slogging through the vitriol (mine included) of the "Changes to Expert Mode" thread, this was beyond hilarious.
Maybe they have removed the ability of the agents to see which customer they are sending a letter to!
Maybe they have removed the ability of the agents to see which customer they are sending a letter to!
