Welcome to the new Independent website. We hope you enjoy it and we value your feedback. Please contact us here.

United Airlines pens least sincere apology letter of all time

Airline instructed to go (SPECIFIC VERB) itself
  • @christophhooton

(SPECIFIC AIRLINE) has accidentally exposed the falsity of its customer service, sending a passenger a letter full of supposedly sincere regret but forgetting to fill in the case fields.

*Hi-res version*

(SPECIFIC USER) posted a picture of the letter she received on (SPECIFIC SOCIAL MEDIA SITE), which shows how the airline basically just copy pastes complaints into a standard issue letter that apologises and dishes out vouchers.

It's probably fairly standard procedure among companies of this size, but is still pretty (SPECIFIC ADJECTIVE CONVEYING DISGUST) to see laid bare.

According to (AFOREMENTIONED USER), the letter's author, whose name was blanked out, signed the letter, so [HE/SHE] must rattle off a fair few of these if they didn't even notice the block capital placeholders.



Dear Mrs. --------

Thank you for letting us know about your recent experience with United Airlines. I apologize if our service did not meet your expectation, and appreciate you taking time to share your concerns.

Our goal is to provide a consistently reliable product and an exemplary level of customer service. Based on the events you describe, we did not meet this goal. Your comments regarding (SPECIFIC EVENT) will be used for coaching and training our employees.

To encourage you to fly with us again and as a tangible means of acknowledging your disappointment, enclosed if (SPECIFIC ITEM).

(CUSTOMER NAME), I ask that you allow us another opportunity to serve you, as we consider it our privelege to have you aboard.




Customer Care Manager