I think I’ve identified a pattern. It may be more of a “Chicago” problem, more than simply a United problem. Sure the airline sucks, and the CEO is a tool, but Chicago has a lot of entitled blm types that may be causing these crazy problems. Just a personal theory..
"What was United’s response? They offered a $250 voucher for future travel and apologized for “the delay” in providing her with her escort.
I think the unexceptional monetary offer should have been a little more in-line with the exceptionally poor customer service, but I know the written response was just plain insulting." (As was the current incident's.)
"This response demonstrates that the priority with United’s damage control policy in customer service failures continues to focus on protecting themselves legally.
"Their lawyers write carefully worded statements that either fail to take responsibility or they phrase them in such a way as to apologize for the situation but not the fact that they may have caused it".
The response should have been simple: 1) We dropped the ball on this one 2) We’re sorry for that 3) We’re now going to do something that will make your next experience with United extra special (maybe even ask the customer: “what would you deem fair”) 4) We’ll find out how this happened and will make changes to ensure it doesn’t happen again and we’ll notify you when we put those safeguards into place "When you screw-up admit and make it right. Don’t call your lawyer and say: “get me out of this will ya?” When your customer service goes to crap the answer is to admit it, apologize and clean it up, not cover it in varnish and show the world what you did."