Remember, Rob was flying home from Aspen recently (on his free flight) and his plane to Denver was delayed due to “aircraft maintenance”. Then it was delayed again. And again. Needless to say, he missed all of the connections from Denver to New York. He ended up taking the red eye home.
United was pretty on top of it and emailed Rob that same day with an apology and an offer for a $50 voucher (no thanks-it expires in a year) or 2,500 United Mileage Plus miles. He took the miles. And BTW-they posted immediately to his United Mileage Plus account.
However, I thought it should have been a bit higher. I had actually already emailed United before Rob got the offer. I was curious to see if he was going to get any additional compensation. Well he did! Yesterday, Rob got this email from United…
“I’m sorry to hear you didn’t have an enjoyable flight and for the inconvenience you experienced as a result of the interruption. We want to be your airline of choice. From what I read, we have some work to do. Your honest and direct feedback matters to me. To demonstrate our commitment to excellence, and as a way to say I’m sorry, an additional 3000 miles will be added to your Mileage Plus. You’ll receive an email with all the details in a few days. I consider it important to recognize areas where our airline may need to improve to maintain your loyalty. With what you’ve shared, we’ll make every effort to leave you with a better impression next time. We greatly value your time and business; it’s always a pleasure to serve your travel needs on United.”
The a mere few hours later (not days) Rob got this email…
“Thank you again for taking time to let us know about your recent experience with United Airlines.
3000 bonus miles have been added to the MileagePlus account.”
I realize that 3,000 is not that many miles in the grand scheme of things, but it was in addition to the 2,500 he automatically got from United. Also, it is better than nothing.
Sometimes it is worth an email or quick call. You never know when you will get a rewards windfall!
