Date: Tue, 31 Mar 1998 23:47:29 -0500 (EST)
From: jcooperstock@untied.com
To: comments@untied.com
Cc: united@ual.com
Subject: please convey to Tony Molinaro, UAL spokesman

Dear Mr. Molinaro:

I read with great interest an article that appeared in The Record Online in which you were quoted as saying, "If [someone] had an issue where we disserviced them, we are willing to talk to them about it."

This comment and others you have made concerning United's desire to "fix bad information and answer questions when [UAL] can" give me tremendous confidence in your desire to improve customer relations in your airline. I'm sure that as a spokesman for United, you sympathize with the thousands of passengers who have received "bad information" or who have not been able to obtain answers to their questions.

It's nice to know that you're committed to placating dissatisfied customers. However, many of the comments I've seen suggest that passengers aren't always happy with the form letters they receive in reply to their complaints. Also, these passengers don't seem to enjoy having to pay long distance charges to hold on the phone for hours on end, waiting to speak to a customer relations agent.

Therefore, I trust that you will accommodate my request for your telephone number, so that I can provide readers of my website with an option for contacting you directly. Since you don't want to use websites as a "go-between" with passengers, providing passengers with your telephone number for collect calls would be an excellent way for them to bypass the Untied.com feedback section.

I look forward to hearing from you and receiving your telephone number at your earliest convenience.

Sincerely,

Dr. Jeremy Cooperstock