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 THANK YOU, United Airlines
Posted Mon August 28, 2006 12:00 pm, by Gayla N. written to United Airlines
Write a Letter to this Company | Rate this Company
Excellent Customer Service, reservations, check-in, telephone assistance.
On Saturday August 19 I received a call that my 48 year old brother had died unexpectedly in California. I had to get a last minute flight with little funds. I am a single parent and although I try to have funds available for an emergency that is not always possible. I started looking for flights which were approx $950.00. Now not that you are happy to hear this but I got my ticket on priceline for a reasonable price. When it came up United Airlines I was reluctant because I don't know that I have ever flown on United.
When the flight came through, I went from Lansing MI, to Chicago, to Phoenix to LAX. As you can imagine, I started counted the take-offs and landings. When I got to the airport, Mike, at the counter took my ticket and changed it to a direct flight from Chicago to LAX, which was almost three hours shorter. He never said a thing to me just handed back my ticket and said my condolences, Ms. Norris, and you are not going to Phoenix. The staff at the airport was awsome.
On my way home I flew standby ( at the suggestion of a United telphone agent). I couldn't change my flight because it was a bulk ticket. Well it stormed in Chicago and when I got in my flight to Lansing or anywhere close was cancelled. I got into a service line with 350 other people to see what I should do. While standing in line I called United told them of the problem and while I was on the phone she booked me on a flight later that evening. I got out of the line with my flight number! Wow that was easy.
Now I had a flight number and no boarding pass. Contemplating do I need to go outside of security to the ticket counter? I saw a united agent who had just closed the door to a plane and she wasn't busy. I asked her if I needed to go to the ticket booth, she looked at my reservation and printed me a boarding pass no questions asked.
The flight home was delayed but non eventful. What can I say to United Airlines? Your staff was awesome from in person to the telephone. Please relay my thanks to your staff for making a difficult trip as positive as possible.
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by Tracy M Posted Tue August 29, 2006 @ 3:25 PM
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Wow!
Let me first say: Please accept my condolences for your loss.
Secondly, what a great letter! I am especially thrilled, since I deal
with the airlines daily. I have, unfortunately, seen a steady decline
in service on all the carriers, across the board.
However, this letter gives me fresh hope for the future of air
travel.
And kudos to you for making the effort, during your difficult time, to
publicly thank them.
This letter could be a very good lesson for some of our PFB community,
specifically those insist on only posting complaint letters with no
merit.
Hang in there and good luck to you!
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followup
by Gayla Norris Wed August 30, 2006 @ 5:25 PM
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by p d Posted Mon August 28, 2006 @ 10:29 PM
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I'm so sorry about your brother.
It was so nice of you to take the time to write your letter
considering the cirsumtances.
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by Gino Posted Mon August 28, 2006 @ 9:14 PM
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I'm sorry for your loss and hope you find the support you need to
grieve and adapt to this most unfortunate news. I'm glad you got a
very compassionate and thoughtful response from a truly outstanding
team of people who conducted themselves with such outstanding class
and compassion. It's good to hear this happen after reading many many
letters complaining overdramatically about truly inconseqetial stuff
regarding the whole industry in general.
Should the need arise, it's comforting to know that someone cared
enough to share this with others...especially while in a state of
anguish and pain such as this.
Your letter is well written and thoughtful. I hope it gets to the
people in particular that went that extra step to help you out.
Once again, my condolences and thanks for thinking of others and
sharing this experience.
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by Bill R Posted Mon August 28, 2006 @ 8:40 PM
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Gayla,
Sorry to hear about your brother.
I am sure United will be very happy to get your letter.
Again, sorry for your loss.
Bill R.
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