[maximumbob62]

Here is the text of an email and letter sent today to the CEO of United.

Glenn F. Tilton
President and CEO
UAL Corporation
77 West Wacker Drive
Chicago, IL 60601

Dear Mr. Tilton:

I'd like to file a formal complaint regarding your extremely unprofessional service I just received from your reservations agents. Having just received notice that my flight tomorrow from Seoul to Narita has been cancelled, I called the Elite number to inquire what United has planned to get me from Seoul to Tokyo, tomorrow, Wednesday, June 12. The first agent told me a weather problem has caused the cancellation, and that United had no alternatives. I asked to speak with her supervisor, was connected, and got an enormous attitude problem from her.
I am a confirmed Continental person, and I can easily tell the "United" people from the "Continental" people, and even though there is no longer a "Continental", there most certainly is the "United" attitude, which pretty much tells your customers to take our business elsewhere. I informed the agent that I had 95,000 miles year to date, and would easily fly another 100,000 miles in the rest of this year, and I got nothing but attitude from your supervisor. It was incredible, a lecture how there was no longer a "Continental" that it had ceased to exist, and that I needed to change my attitude.
Hello, this is your paying customer, that flies each month from Fort Lauderdale to Tokyo, and then on to China, Korea, and Singapore, also having been to Australia and Thailand earlier this year. Is this how you treat your best customers? Incredible! I will be a 1K on my return flight home next Friday, and what, exactly, do you think the likelihood is that I will fly United again this year? It’s unbelievable just how bad the merger has gone for you. The wrong people are driving the boat. The Continental people are welcoming, will do whatever it takes to make me happy, while the United people pretty much tell me to shove it.
So, I booked a flight tomorrow, Wednesday, on Delta, and guess what? They have a challenge program that I can use to attain equivalent status on Delta. Amazingly, I only need to fly 26,000 miles in the next 90 days to qualify. Take a look at my flight profile, that shows it will take me maybe one trip to qualify. I need to come back to Japan in July, and your airline is doing its absolute best to drive me away.

To be clear, my wife flew with United for 10 years, leaving the company in 2006, so I know your airline. With service like this, you are in big, big trouble. What terrible customer service, really incredibly bad. I'm going to tell everyone I know about this, and will post it on line.
This is just not acceptable. At the least, your airline should have paid for me to ride another airline, given the revenue I have already posted with United, and intend to do again in the second half of this year. My job is head of Sales for the Asia Pacific region, and that means I travel every single month, in Business class, to Asia from my home in Ft. Lauderdale.
Instead, I got a lecture how could I possibly know the weather at 30,000 feet, and she couldn’t tell me either, because she was not at 30,000 feet, and what could I know? What I do know is that I am sitting in Seoul as I write this, am looking out the window, and the weather in Asia has nothing to do with your weather cancellation tomorrow on flight 890 from Seoul to Tokyo.
You have one very angry customer right now, and I am actively looking to change my business. Your merger is an absolute failure, and so is your management.

Regards,

PS: Interestingly, I’ve just gone back on line to cut and paste my latest mileage statement, and I appear to be locked out. Coincidence? I think not. Shame on you.