[Murphy]

We are currently experiencing a high volume of emails, and I offer my
apology for the delay in response.

I am sorry for the inconvenience caused you due to the mechanical
problems with UA870 on August 21st. We certainly don't question the
great inconvenience our flight irregularity had caused you and the
feelings of frustration as a result. From what you describe, we didn't
live up to your expectations and I'm truly sorry for all that occurred.

When a flight delay or cancellation disrupts your travel, our employees
should be attentive to your needs and make every attempt to minimize the
inconvenience to you. *Our staff certainly could have done more to
acknowledge the situation and to better assist you. Your comments have
been shared with our senior leadership who will focus on specific areas
to ensure our airport managers deliver the high level of service you
deserve.

We recognize that our goodwill compensations will not always amount to
our customers incurred expenses and loss of time. We regret your
disappointment. *We hope that you will find your $250 electronic travel
certificate to be valuable for future travel with us and allow us the
opportunity to regain your confidence and support. Thank you for
choosing United.

Regards,

Katherine Dawson
United Airlines Customer Care