Ed note: After waiting six weeks with no reply from UAL, we sent a brief follow-up, including a copy of the original letter.

July 31, 1996

Mr. Gerald Greenwald
President
United Airlines
PO Box 66100 Chicago, IL
60666

Dear Sir:

Since writing to you about our very disappointing experiences with United Airlines in May and June, six weeks have passed with no reply. After all the time and effort we spent politely explaning the incidents that occured, in addition to providing suggestions as to how United could improve its service, we certainly did not expect to be further insulted by having our letter ignored. We are enclosing, for your reference, a copy of the original letter.

Again, we await your reply.

Sincerely,

Jeremy R. Cooperstock and Vinita N. D'Souza

Cc: Director of Customer Relations, United Airlines