United Airlines sent out a bizarre email to customers, including one who had died. The company apologized for the “misunderstanding” and then blamed their customer service reps for not writing it correctly. They also said they’d send him an apology note signed by the CEO of United Airline’s parent company!

United sent a remarkable, trolling email to customers. The email was supposed to be an apology for the recent incident where United Airlines had to drag a passenger off of one of their flights. However, the email was actually fake and it ended up being used as evidence against United.



Customers Received A Remarkable, Trolling Email From United

on November 4, 2021 by Gary Leff

During the holidays last year, Delta’s operation went into meltdown. Southwest has exploded due to a personnel shortage. American Airlines went bankrupt during the summer due to a lack of pilots, and then again at the end of October due to a lack of flight attendants. And now, with the government ordering airlines to have their personnel vaccinated — and deadlines looming – everyone is concerned about Christmas travel.

United Airlines sent out a stunning email, both in terms of openness and efficacy, as well as the brutality with which it subtweeted its competition. United implicitly mentions stories of airline meltdowns and says, in effect, ‘this won’t happen to us,’ under CEO Scott Kirby’s signature.

Many of you have contacted me in recent weeks, and I know you’re ready to get back on the road, particularly around the holidays. Many of you have inquired as to whether you may purchase United flights with confidence this Christmas season. And, in a nutshell, yes, you can!

That’s because we’ve chosen a novel way to dealing with the challenges of reconstructing an airline in the middle of a pandemic.

Kirby goes on to explain why United’s operation will be more robust, including:

  • They gradually reintroduced their timetable. United’s business is more international-focused than its rivals’, which has recovered more slowly. And since their domestic activities are at their best when they’re feeding that international, it makes sense to bring domestic operations back more slowly as well. United presents it as a strategic and even moral decision to “”make sure we do the right thing for consumers, even if it means losing some potential short-term revenues to maintain a stable operation, then so be it.””
  • Rather of taking furloughs or paying pilots to remain at home, they kept them flying. The arrangement with the pilots also included providing them first-class seats that were previously reserved for upgrades.
  • They claim they have less in-flight issues and are better at de-escalating passenger situations than other airlines. That, I believe, reflects their reaction to David Dao being pulled off a United Express aircraft four years ago.
  • Improved technology I tell them they have the greatest app, and they emphasize Connection Saver, so maybe a flight will be held for you, particularly if there is a minor delay later in the day.
  • Getting rid of change fees United was the first to do so, but only on basic economy rates, which are the most restrictive. The option to utilize travel credits was formerly restricted since applying them to a cheaper itinerary would result in a loss of the difference. When other airlines refused to comply (since it would have stopped passengers from rebooking routes when prices fell), they followed the industry’s lead.
  • They’re already up to date on their vaccinations. They leave this one for last, noting that “some don’t favor vaccination mandates, including some of our people and those of you receiving this email,” but then claiming that those who disagree are incorrect. What matters is that staff leaving or being fired, or a new mechanism for monitoring exempt employees who are tested weekly to see whether they’re qualified to work, won’t disrupt their holiday operations.

I’m curious whether United is tempting destiny by claiming that their operation will not collapse in the same manner that others have. It’s not as though United hasn’t had its share of IT issues during non-pandemic periods (though those are mostly five years in the past).

Perhaps United realizes this and adds a caveat at the end, “We won’t be perfect, and winter weather always impacts some flights,” but it’s still a remarkable email because they’re making arguments that are largely true and actually distinguish them from unnamed competitors, but this email is clearly timed and prompted by recent unpleasantness experienced by other carriers.

More From the Wing’s Perspective

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