A blogless friend posted this as a Facebook note. I asked him if I could repost here because I think he sums up what so many of us have thought & felt so many times. It also chaps me that they sent the standard letter and then refuse to follow up with his repeated attempts to talk further.
After ruining my BRAND NEW piece of luggage (a privilege for which I paid $25) here is the reply I received from the friendly folks at United Airlines today:
Dear Mr. Thornton,
It is of utmost importance to us that the service extended to our customers should be to their complete satisfaction, thus, I deeply regret the inconvenience you experienced due to damage baggage.
Mr. Thornton, baggage is designed to protect its contents; some scratches or dirt may appear despite care in normal handling. United does not assume responsibility for damage to or loss of protruding baggage parts such as zippers, straps, pockets, pull handles, hanger hooks, wheels, feet, locks and oversized or over-packed bags. For this reason we are unable to offer reimbursement for your loss.
We are sorry that we gave you reason to be disappointed with United, and regret that our response could not be more favorable. We are confident that your future flights will be satisfactory in every respect.
————–
Dear United,
I am equally confident that my future flights will be satisfactory in every respect because I will avoid your airline like the plague — at least until my bitter grudge against you mellows with time.
Mr. Thornton
United used to be my airline of choice, I hated having to pay to check my bags though. Glad that Southwest has a terminal at my local airport!
This stuff is so frustrating! The second most frustrating flying blunder to this is when they lose your bag for 8+ hours and it came in on the flight that landed a half hour after you did. Happened to me, I had to borrow a friends outfit, including the shoes because I had nothing to wear to my breed association banquet.
I agree with Mike, I LOVE Southwest! They’re only late when something is really wrong, they don’t charge for checked bags and their employees are just nice and helpful. Can’t beat it!
This shows me United hasn’t changed much since one of my fav social media videos hit the airwaves a couple years ago. They aren’t listening. http://www.youtube.com/watch?v=5YGc4zOqozo
That video was referenced in a recent presentation I saw. 🙂