Most travelers know that airlines are too busy to respond to every request individually, but a response letter from United's Customer Care unit to a passenger's complaint that went viral on Reddit shows how some airlines handles problems.
Reddit user ‘lyndy’ posted a photograph of an impersonal response from the airline on the social networking website.
The letter, which is like a fill-in-the-blank word game, reads:
Dear Mrs. --------
Thank you for letting us know about your recent experience with United Airlines. I apologize if our service did not meet your expectation, 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.
To encourage you to fly with us again and as a tangible means of acknowledging your disappointment, enclosed if (SPECIFIC ITEM).
(CUSTOMER NAME), I ask that you allow us another opportunity to serve you, as we consider it our privilege to have you aboard.
Customer Care Manager
— New York Daily News (@NYDailyNews) August 5, 2014
The Reddit user ‘lyndy’ titled the post “"United Airlines writes the most sentimental apology letter” but does not seem particularly disgruntled by the incident commenting, “"We all have a bad day at work once in awhile, we just thought this letter was sort of comical.”
Yet other Reddit users were notably more annoyed, including including user Corn_Dog_Bazooka who wrote: ‘(SPECIFIC CURSE WORD) you, United Airlines.’
Though the airline has not yet verified the authenticity of the letter, a company representative told the NY Daily News that it does use 'standardized wording to start drafting a letter’ to address customer concerns in a timely manner.
Although United is one of the top flown airlines in the U.S., it consistently ranks low on consumer satisfaction reports.