First, I want to thank you for your loyalty since 2002, and your consistent business as a 1K member. On behalf of United Airlines, please accept my sincere apologies for any inconvenience and disappointment you experienced while flying with us on June 17, 2011.
As you may be aware, a prolonged computer systems outage impacted United Airlines operations globally causing widespread delays and cancellations. I am glad to know that you were rerouted using Continental, and I agree that it would frustrating receiving updates for five hours regarding your original flight. I have forwarded your comments to our Web Group for internal review. According to our Web Support, currently the information will still update, however, I agree that you should have the option to opt out of updates after re-routing. Just as a side note, your email is the first one that I am working since our computer outage, and I want to thank you for your matter of fact feedback despite a major mishap.
I am pleased to offer you this goodwill gesture as a means of expressing my appreciation for your patience. We look forward to serving you soon.
I don’t think you can ask for a better response from an airline. I did not chew them out for the outage. I spoke about a change that may keep others from receiving useless updates and the customer service representative recognized my real issue. It was not a canned response. Enclosed was a $250 goodwill voucher good for one year.
On a side note, my reading light did not work on my LAS-IAD segment. I just told the attendant when I left the plane. And my last flight of the trip was delayed one hour and 40 minutes due to a mechanical issue, but the agent did a stellar job of keeping us updated on the progress of the repair. She did better than “easy update” did. I could have sent in more notes to customer relations, but decided to pass. United had a long weekend and they did well by me.
If I’m going to complain, I’m also going to give praise for a job well done. Way to hang in there, United.
To the IAD gate agent: Thanks for working 19 hours, on our behalf last Saturday, cleaning up the computer mess.