Clearly neither of you work in the customer service industry. Nor do you work for company's that rely on their NPS scores (as airlines and many other customer service industries do)....or you just dont care how your customer service reflects your company. Regardless of the above, consumers pay for the convenience of flying. No company should ever put more value on one customers service over anothers. I have been on flights before where a connecting flight was awaiting/anticipating their customers, and passengers were asked to stay seated so that connecting passengers can disembark. It is those companies who go above and beyond for one single consumer (especially when it comes to a matter of minutes) that get the recognition that allows them to succeed as leading companies. I dont expect Silver to take the blame for United, but I do (AT LEAST) expect them to be empathetic to their passengers situations. The correct response would have been something along the lines of "Im sorry that this happened to you, how can we help make it better for you?" ....not "well your plane landed at 802 and we werent waiting for you anyway"
I dont tell my customers, "there was traffic on the George Washington bridge and that is why your truck is late, so take it up with the GW Bridge" ...instead I say im sorry were unable to accomodate you, how can we make up for it...or how can we help make it better.
This is about customer service and consumers getting the SERVICES they pay for. Airlines charge astronomical amounts for the convenience of flying, the least they could do is provide good customer service. Your ignorant responses make you both sound as though you work for Silver Airways. If that is the case, I wish you well finding new employment when the company goes under. If this is the way they treat their customers, then that is surely bound to happen.
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