[ntboy7756]

Thank you for contacting us. I am responding to your communication addressed to Mr. Glenn Tilton. Please accept my apology on behalf of United and Mr. Tilton for the dissatisfaction you have expressed.

I’m sorry to learn of the many difficulties and obstacles you were made to endure on February 20 traveling from Johnstown to Charlotte, N.C. Starting with United 6935 being delayed, which resulted in a domino effect of unfortunate circumstances to follow. We work hard to minimize travel problems with safety being our number one priority. Unfortunately in our industry many things can and do affect our daily operations and some delays and cancellations are unavoidable.

Your report and description of what followed is of concern. Our employees should provide professional service at all times. Your experience "To my amazement, she ignored me" did not reflect United's commitment to provide each customer with an enjoyable travel experience. Please accept my apology. Your comments trouble me because, as a company, all United employees have a commitment to a customer satisfaction philosophy that emphasizes the importance in responding to the needs of each customer efficiently and courteously. As you pointed out, though, we didn’t measure up to your expectations, or ours, and we appreciate your letting us know how we might better serve you. It is our intent to employ persons that have the qualities to provide excellent customer service, even when under stress or time pressure. I am sorry for all that happened to you.

Additionally, I understand that your baggage was mishandled on US Airways Flight 1882. You and your belongings should be on the same flight. Our baggage services team who physically handle bags each day continually works to enhance baggage service, and particularly to better manage operational problems that occur. I’m sorry for the inconvenience and stress that you were caused especially regarding your packed medicine.



Given the circumstances you have described, your complimentary comments about Mr. Denny Banfield and the flight crew of UA 240 from Washington Dulles to Raleigh are especially appreciated. I will make sure their managers are aware of their efforts. Thank you so much for recognizing their service to you.

Mr. X, as a US Airways Chairman and XYZ Corporate customer, your good will and satisfaction are important to United. Please know that we appreciate your constructive comments, which I have sent in reports to the appropriate management departments, Washington Dulles Station manager and United’s Central Baggage Services for their review. Your feedback helps United to focus on areas that require improvement in order to be your airline of choice. As a more tangible expression of our concern, I am mailing you under separate cover a $300.00 travel certificate. This will arrive at the address you have provided in 7-10 business days. Your patience is appreciated.

We look forward to the opportunity to provide you the service you expect and deserve in the near future.