From: Jeremy Cooperstock <>

Date: September 25, 2012 6:22:54 AM EDT

To: "Henning, Mike [HQSLD]" <>

Subject: Re:

Dear Mr. Henning,

Thank you for your letter of September 10.

First, I apologize for any misinterpretation of your earlier request, to "refer users to United's 'Contact us' link", which suggested your desire that I add links to United's website.  However, since your more recent letter indicates concern that "pages provided by the site include links that take one directly to pages of the website" I have endeavoured to remove all such links from  If you find that I've missed any, please let me know right away.  

Your letter expresses some concern regarding the possibility that my website impedes communication between passengers and United Airlines.  Since you're fairly new to United, I appreciate that your knowledge of my web site is likely superficial at best.  However, let me reassure you that my intent has always been to facilitate communication, whether between the airline and its passengers, or between United management and your employees.  Over the years, my efforts in this regard have been recognized by numerous individuals, among them many passengers who were unsuccessful at eliciting a reply from your customer service department before turning to and similarly, by some employees who were finding it difficult to find the right person in management to whom to address their concerns.   Unfortunately, the negative responses from your executive team to my previous overtures have often stymied such efforts, but I'm hoping now that we've established a friendly correspondence, we can work together more cooperatively toward our shared objective.

With respect to the deranged individual whose voicemail you transcribed, I trust that you have shared this with the relevant authorities, as such mental instability in a current or prospective passenger clearly represents a danger to the traveling public.  In light of United's less than stellar record in the area of passenger safety, it is all the more incumbent upon you to take these issues with the utmost of seriousness.  As a Canadian, I'm not sure whether this falls more appropriately under the jurisdiction of the Federal Bureau of Investigation or the Department of Homeland Security.  Regardless, to reassure's readership, could you kindly provide me with the names of the officers at either the FBI or DHS, as well as those at the Federal Aviation Administration, to whom you have already conveyed the voicemail?

Regrettably, it appears that you have misunderstood the nature of my consulting proposition. This has nothing to do with stifling criticism, but rather, to improving the nature of your services and relationship with your valued passengers and employees.  Nevertheless, recognizing that your airline may be going through difficult financial times at present, and as a goodwill gesture of my sincerity, I am willing to provide an hour of my consulting services to United Airlines' management on a "no fee basis".  Pursuant to your suggestion of a face-to-face meeting, I am therefore inviting you, along with Helen Chellin, Martin Hand, P. Douglas McKeen, in addition to any other executives who wish to attend, to a meeting in Montreal in the morning of October 26, during which time, I will outline at a high level several proposals for improving your company's relations with customers and employees.  If the cost of accommodations in Montreal for your team imposes any hardship, I would be happy to arrange suitable overnight housing at discounted rates available to visitors of my university.  Please confirm your attendance no later than October 2 so that I have adequate time to make the necessary arrangements.

I look forward to hearing from you.

With best regards.

- Jeremy