United Cares About [Insert Customer Name]

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The should just include this system generated form letter along with your ticket. It will save lots of people the time and energy of having to write a letter to the company - you already have thier responce in your hand as you board! I used to work as a programmer and coding these letters into the computer system at a massive worldwide company. When the complaint letter comes in, it is read.....skimmed. Then, the worker in the correspondence department would hit a button that would send a letter back - system generated of course, and mailed from the printing department, which was located 2,000 miles away. In the letter it says pretty much the same verbiage as the United letter along with an 800 number to call if you have questions regarding the apoligy. I switched jobs years later with a competitor and their correspondence department had actual people, reading the letters, and then actually picking up the phone to discuss the issue with the person, then sending a follow up apology letter!! Opened my eyes to real customer service.

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