Three cheers for United Airlines, which treated a friend who experienced a bit of trouble recently very well.
I am a dedicated customer and mileageplus member who will go out of my way to fly with United. I do not often provide feedback, because my travel experiences with United are typically excellent. However, this
one was rough:
We started in Wisconsin and took a very easy flight (with United) to Ohare in Chicago. The layover time was quick and we made our way swiftly to the gate, which was located in a different concourse. Upon arrival, the two gate agents were very rude. Even though we had just come from a (smaller, mind-you) United flight, these two ladies decided our carry on luggage was not small enough to fit in the overhead space. Knowing our luggage was the right size, I suggested (and then proved to them) that they were incorrect. However, in the meantime the gate agents had forced us to re-pack our belongings before entering the plane. Ultimately, they caused an unfortunate and emotional scene that was very avoidable. They should have known better.
When I got onto the plane, I had the unfortunate luck to be seated in a chair with a tray table that does not work. As a result I had to use my computer on my lap, which was very straining. To make matters worse, the wifi was not working on our flight.
Please accept our sincerest apologies for the many inconveniences that you endured with the lack of service provided bout our Chicago gate agents, broken tray table, nonworking WiFi service on your recent flight. We truly appreciate you taking the time to point out the many issues that you encountered as we work hard to correct problems brought to our attention. We understand how disappointing this was for
you and we apologize for the factors that contributed to your overall dissatisfaction. Although we can't undo what you experienced, we can work to correct it. Your feedback and experience has been recorded and will be reviewed and addressed internally. I realize my apology cannot erase what happened, but I hope it helps to know we take your concerns very seriously.
As a gesture of goodwill I will be sending you a $150 Electronic Travel Certificate for the inconvenience. You will receive this within 5 business days via email.