My Life in the US: Their response

A princípio fiquei impressionado com a resposta vinda ainda durante à noite, mas depois notei que foi um indiano que respondeu, já é dia lá... achei USD 150.00 muito pouco pra compensar, é menos de uma diária de um bom hotel.

Dear Mr. Cyrillo,

I regret your disappointment regarding your experience with United on May 17 and May 18.

Mr. Cyrillo, I understand from your report that you are disappointed because:

1. The flight was cancelled on May 17 and you were rebooked on the next day with a different itinerary.
2. The next day flight landed at Harrisburg airport due to bad weather.
3. The plane had a mechanical problem and you were rescheduled for the next day.
4. Since the flight irregularities were initially caused by the weather, you did not receive hotel accommodation.
5. The Customer Service Representative could not assist you.

First and foremost, please accept my apologies for your frustrating and unpleasant travel experience. We realize that at times we are not doing as well as we should be in assisting our guests when there are circumstances that disrupt your travel. We have no excuse for the poor
treatment you had to endure. I have shared your comments with the management responsible for our operations so they understand how this experience felt from your point of view, and so they can follow up with their teams to ensure more empathy and support in the future. We
appreciate your candid feedback very much as this allows us to share your experiences and to learn from them. Please accept my apologies that we did not serve you better.

While I cannot undo the circumstances you experienced, please respond to this email with your complete mailing address in Brazil so that I can send you an International Discount Travel Certificate worth $150 as a gesture of our concern.

Please give us an opportunity to provide you the service you expect from
United Airlines.

Regards,

Amit Singh
United Airlines Customer Relations

Minha resposta:


Dear Mr Singh,

First of all thank you very much for the fast reply.

You forgot to mention the most important part: I had been given a business class ticket to come to Brazil and I wasn't accepted when tried to board.

I am sorry but the inconvenience I suffered may not be properly compensated by a USD 150.00 discount voucher. I think I deserve at least one free ticket to anywhere in the USA, something that you always offer to volunteers that give up on flights that are overbooked.

You can send me anything to my address in the USA:

640 Freedom Business Center Drive Suite 210
King of Prussia PA
19406
USA

I hope you will reconsider.

Best regards, and thanks again for getting in touch,

Marcio

E a última resposta deles:

Dear Dr. Cyrillo,

I regret your disappointment with my previous response.

Dr. Cyrillo, I have revisited your concerns and would like to extend my sincere apologies for the inconvenience you experienced. I recognize that your recent experience did not reflect our commitment to provide you with a hassle-free travel experience. Even though great strides have been made to make your travel reliable and simple, your valuable input will be used to support additional customer initiatives and target further improvement.

Your comments make it clear that we did not serve you well. During any flight delay or cancellation, our staff should be attentive to your needs and provide you with the most accurate information as soon as it is available. I apologize for all that happened to you.

Your request for a free round trip ticket is appreciated. However, it is not possible to accommodate your request in this instance. A free ticket voucher is provided in the case of Denied Boarding due to the following reasons:

The flight is overbooked.
The scheduled aircraft is substituted with a smaller aircraft.
The aircraft has weight restrictions.

The certificate is not intended as compensation to compensate for your dissatisfaction. It has been offered strictly as a goodwill gesture. Your circumstances nonetheless warrant special consideration to issue a travel certificate worth $200 to bring this matter to an amiable conclusion. Since it has been issued for an address in the USA, it is a domestic travel certificate. The travel certificate will reach your mailing address within 7-10 business days.

Your business matters to us and we look forward to welcoming you onboard United again for a completely enjoyable travel experience.

Regards,

Amit Singh
United Airlines Customer Relations