August 15, 1997
Dear Mr. Cooperstock:
Having tried to reach you several times unsuccessfully by phone, I
thought I would try to reach you by a more popular medium - the Internet.
My reason for wanting to get in touch with you concerns your complaints
regarding the United flights you and a companion took last year. I
have been monitoring how we have handled and responded to your
complaints, and I am concerned by our inability to bring the matter to
a conclusion that is satisfactory to you.
I know that during the past 14 months various representatives of our
company have extended our apologies, along with some form of
compensation, for the various inconveniences you suffered on your trip
to Japan and Hawaii. To be honest, given that we are a company that
prides itself on its customer service, we should also have offered you
- in addition to our apologies and remuneration - our thanks for
bringing your experience to our attention.
Needless to say, I am always disappointed and dismayed when I learn of
experiences where our customer service falls short of the mark. As
much as we hate to admit it, however, it does happen. When it does,
it s our policy at United to do our best to correct the mistake and
offer some form of remuneration as a sincere gesture of our regret.
I believe your case deserves our attention because our response to your
complaints has been slow, impersonal and insufficiently candid. It is
my hope that, in talking with you personally, we might be able to
address the matter of this poor response on our part.
I would like to ask that you call me at your convenience, collect, at
[number omitted]. (If you post this correspondence on the Internet, I ask
only that you omit my phone number.) I look forward to the opportunity
to speak with you.
Sincerely,
John Kiker
Vice President-Corporate Communications
United Airlines
