September 13, 2016
Dear Ms. Child:
Again, I sincerely apologize for the negative experience you and your family incurred, and regret we are unable to honor your request to receive reimbursement of your out of pocket expenses in this instance.
I also understand the goodwill offered to you cannot make up for the time you lost, or the distress you experienced throughout this incident, however, the Electronic Travel Certificates offered to you and your family were offered as a sincere gesture in acknowledgement of your disappointment, and we hope you will accept the same in the spirit in which it was intended.
While I realize my response have not provided you with your preferred outcome, please be assured that we appreciate your business and remain committed to providing you with the best possible services you have come to expect when we have the privilege of welcoming you on board a future United Airlines flight.
It is our sincere desire to move forward in our business relationship with you, and we realize you do have a choice of what airlines you fly, and we would never like to lose a valued customer.
Ms. Child, as we have nothing further to add, we will consider this matter closed and will no longer correspond regarding this issue, but invite you to contact us again if we may address a different travel-related concern.
Given the opportunity to welcome you aboard in the future, we are confident your next experience with United Airlines will warrant a much more favorable report.
Corporate Customer Care