United Airlines accidentally sends letter template to unhappy passenger

A US air passenger may have received what is quite possibly the world’s least sincere apology letter.

United Airlines appears to have sent the correspondence to one of its customers, but forgotten to fill in the case fields, possibly exposing the hollowness of its cut-and-paste customer service methods.

“Your comments regarding (SPECIFIC EVENT) will be used for coaching and training our employees,” read the letter. “To encourage you to fly with us again and as a tangible means of acknowledging your disappointment, enclosed is (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.”

Another opportunity to send an apology would probably be welcomed by the airline, too.

A photo of the letter, dated July 17, 2014, with the details of the passenger removed, was shared on by ‘lyndy’ on Reddit yesterday, prompting plenty of feedback.

“(SPECIFIC CURSE WORD) you, United Airlines,” said one user.

What prompted the airline to issue the apology remains unclear. A United Airlines spokesman could not confirm whether the letter was legitimate.

“I cannot confirm if it is authentic based on the picture, but it appears to be an unfinished customer response letter,” he told the Daily Caller, a Washington-based news website. “If I knew who the customer was we would reach out to the customer and apologise for the response.”

The Telegraph, London