Editor’s Note: This is a follow-up letter to this post dated August 27, 2012. The United customer still has not received a response, so he has escalated his complaint.
September 27, 2012
I wonder what I need to do to get United Airlines to reply on this issue. I had even copied the President of your company and I’ve not even been given the courtesy of a reply. It’s been more than two months since you unilaterally changed the terms of my ticket purchase, a violation of DOT regulations that I referenced in my reply to your message from a month ago. A reply which you have not acknowledged or responded to.
I am extremely disappointed in United Airlines. Here we are, MONTHS after your famously bunged technology merger with the acquired Continental Airlines, and it feels like Customer Care is similarly lost like many people’s baggage. It’s been three YEARS since the famous United Breaks Guitars, after which I heard that United was changing its customer service policy. Well, it seems like nothing has changed. You are ignoring me, like you seem to ignore so many other customers.
It is very, very sad to see the result of what was once two great airlines turn into this. Where do we go from here?