United Airlines Complaint - Response to Customer Relations e-mail - NOT
On 8/15, I wrote an e-mail to the Customer Relations department through their web site. The next day I got an automatic response saying that they are so inundated with correspondence that they won't be able to respond to me for at least ten days or more. Then two days ago, I got an e-mail from them saying that part of my e-mail was accidentally deleted, so I needed to furnish the information again. Most of the information they requested was in the body of my letter which was part of their e-mail back to me. In other words, they're stalling for time. Perhaps they do this hoping that customers will give up and let it go. I'm not letting this go any time soon. I will give their regular channels a bit more time. If there's no response, I'm going to start e-mailing and writing to "higher-ups" in the company. Let's see if anybody at United Airlines cares at all about customer service.
On a more positive note, I think the people who answer at the call centers are awesome. I don't care if they're from India, China, or the moon. They are consistently pleasant and polite and do everything they can to help. They obviously can't help me with this situation, but if those people were the ticket agents and flight attendants, I doubt there'd be the kind of horribly rude attitude that's become so common.