United Airlines was reportedly caught using a standard template to apologise to customers after a photo posted on social media website Reddit showed a response to a complaint letter which appeared to have been copied and pasted.
Reddit user lyndy posted the photo online with the caption: "United Airlines writes the most sentimental apology letters."
The letter read: "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"
Users took to the website to respond to the letter, with one writing: "United Airlines can (SPECIFIC CURSE WORD) off".
Another wrote: "I know a (SPECIFIC PLACE) they can stuff this apology."
According to the Daily Caller, United Airlines spokesman Charlie Hobart said: "I cannot confirm if it is authentic based on the picture, but it appears to be an unfinished customer response letter.
"If I knew who the customer was we would reach out to the customer and apologise for the response."
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