That's illogic. UA doesn't have to share any litigation compromising details to communicate to passengers that they're not going to get a proper meal on their upcoming flight, and that it regrets the temporary service lapse.

That's ridiculous. If anything, United is exposed for repeatedly and consistently advertising (and selling) a product/service they know beforehand they won't provide.

Sure, but this isn't one of them.

Chipotle hasn't fully recovered, but they have handled their issues much better. I recall a fair amount of communication from them for the impacted locations. Granted, airline passengers are more of a captive audience that primarily focused on the airline ticket purchase, but I fail to see how communication about a known problem, with an expected date for fix (and meet that) is unreasonable. Sanitizing a kitchen is not something new, and it happens more often than most people would like to know. It doesn't take this long, ever.

Some posts suggested an expansion of the kitchen, however, a quick search by me didn't find any new permits issued for the address I found online. This is easy to find in Colorado Springs via PPRBD.org for local construction, but good old pain in the rear Denver may not give as much public info...:)

What is your definition of a proper meal and what exactly do you propose United say?

And this type of over-the-top hyperbole is why communication is generally restricted on issues like this.

First, can you explain how the United and Chipotle issues similar and what exactly Chipotle said that United has not?

Seriously?

United can tell it's front cabin customers that the catering out of Denver is not up to customer's expectations and they are working to restore to the expectation. It's that simple.

Chipotle issued numerous statements regarding their sanitation issues. One: https://www.chipotle.com/openletter

My definition is something different that I would get as a 1K in coach.

I would like them to say "Yes, we are still not serving meals in first that are any different than BOB or something similar to a school lunch. We're sorry that our domestic First meal is likely to be a disappointment. We don't know when this will change but we would like to give you [miles, meal voucher, something] because we realize this is not the domestic First experience we want for our flyers. "

That took me about 60 seconds to put together. Not sure why you are having such difficulty grasping the concept here. It's pretty basic.

There is nothing hyperbolic about the fact that United is advertising and charging customers for something they know in advance they cannot deliver.

Communicating and mitigating risks is literally what I do for a living - you're making this much more complicated than it needs to be and ignoring how simply (and safely) United could address this service failure.

Just to follow up, here's what the website currently says about domestic F meals:

They would be better served by not telling people the problem has been solved when it clearly hasn't been. That's called lying, and it doesn't engender confidence in an organization.

On UA2118 DEN-MSP now, this is what I was just sent from 1KVoice:

Dear AugustusM:

I sincerely apologize as I wish I could have responded to you earlier as I do see that you are onboard a flight right at this time to MSP. Our catering facility in Denver has had some issues and we needed to close it to make the repairs. Needless to say with the closure our catering of our flights departing Denver has not had the same menu options or variety as in the past. Our first class passengers we are being advised are receiving snacks or snack boxes depending on the time of the flight. I have requested information on the Denver facility for an update. As soon as I receive the information I will be happy to advise you. I apologize that you have been on the past three flights and now this one today that has little or no catering for our first class passengers. As a goodwill gesture I have authorized a travel certificate for you which will be sent to this email address within 24-48 hours. Mr. M, as a Premier 1K MileagePlus member you have made a significant contribution to our airlines, and I want to thank you for your business and continued loyalty.

Regards,



XXXXXXX XXXXXXXXX

Corporate Customer Care

There's no need to insult me.

Could United issue some type of public statement? Sure. However, I simply pointed out that there are valid reasons why companies limit the level of details they share with customers. Nevertheless, I don't buy the argument United is failing to deliver what was advertised or sold.

Failing to meet expectations is more accurate.

Are you equating the repeat of a second-hand account with an organization-directed lie?

I'm suggesting that if UA had their fecal matter together, they would have handled their Denver problem in the same way other companies - like Chipotle - have handled theirs. They should have provided company-cleared statements to all customer-facing employees concisely explaining the situation - something like what Kacee prepared. It isn't difficult. It might be embarrassing, but I have more faith in an organization that is up front about disclosing their problems and how they plan to fix them than one whose message is "pay no attention to that man behind the curtain."

There are multiple reports in this very thread that United is telling passengers that the issues have been resolved and were limited to a very short duration in October. If it is not an organization-directed lie, it is outright operational incompetence.

Take your pick, either United is lying or they are incompetent. My own belief is both.

I wouldn't expect a widely-distributed press release, but I would expect targeted communication to passengers on impacted flights. They need to apologize and make right... It is what makes an organization respected as opposed to mocked.

Totally reasonable. Claiming that United acknowledging there is an issue is an invitation for litigation is not reasonable.

United advertises and sells flights departing DEN over xxx duration with the promise of "...a full meal service with two entree choices." Why shouldn't a customer expect what United advertised?