And it happened again. I received an email this morning about my flight last night on United:
Dear Mr. Lucky:
Your recent experiences with us did not reflect how much we appreciate your business, as we have not given you the service you deserve.
Most recently, you experienced a delay on June 07, 2009 from Washington to San Francisco. Please accept our sincere apologies. You can, and should, expect more from United Airlines.
We are taking steps to become a more customer-driven company, in which everyone across United is responsible for taking better care of you, whether we serve you directly or support you behind the scenes.
We have credited your Mileage Plus account with two 500 mile upgrades to thank you for your business. We look forward to providing you with a more relaxed and rewarding experience the next time you travel with us.
Customer Relations Team
Don’t get me wrong, I’ll take what I can get, but my flight last night was delayed by about 30 minutes due to flow control into SFO, something which is entirely outside of United’s control. In this case runway 28R was closed, which slowed down arrivals.
The funny thing is that yesterday was a glowing example of how fantastic United can be. I ran into nothing but cheery, friendly, professional employees, Channel 9 was on for all flights, and aside from ATC delays, everything was on-time. Heck, the planes were even clean! So ya know something United, no, I can’t expect more from you. 😉