Oops…United Mad Libs Edition. Fill in the Blank Apology Letter to “Customer Name”

I somehow missed this story from earlier in the week. I know from my own personal experience with United customer service that their email replies are extremely generic and rarely address the actual concerns noted in my correspondence. On more than one occasion, I’ve responded back asking if they actually read my email or simply sent me a generic response with my name filled in. Well, it appears this time they didn’t even fill in the name!

United Apology Letter Template

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 privilege to have you aboard.


Customer Care Manager

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