October 20th, 1998
United Airlines Customer Relations

This is the third time I have written to you on this matter since May 1998. My mother also wrote to you on my behalf. Neither my mother or myself have even received so much as a courtesy response from you.

Sound familiar? If it does, you're not alone. Rather than pretending they're doing a great job (e.g. "United Rising"), we think it's time that UAL became a little more responsive to its customers. Untied.com is doing its part by tracking responses to customer complaints registered through our website.

This began in response to the comments of UAL employee, Ms. Kimbell, who claimed that her employers "do care" about the passengers. As we promised Ms. Kimbell, one month after setting up the new input form for submitting passenger complaints to United, the statistics are now posted here. Needless to say, the airline's continued disregard of its passengers is highly disappointing. Come on, United. We're still waiting...

From October 20, 1998 to the present, we have logged over 12,000 passenger complaints, most of which were (at the request of the posters) forwarded to UAL's customer service department. To date, based on passenger feedback, we know of only slightly over 100 of these letters that received a response, of which approximately half were considered unsatisfactory.