I posted last week about how I proactively rebooked myself and was able to keep my upgrade after my United Airlines Sydney to Los Angeles flight cancelled. The next day, I emailed ‘1K Voice’ asking for compensation for the 24-hour delay and subsequent expenses incurred for an extra day in Australia.
I further explained that I was a bit surprised the phone agent I spoke with didn’t so much as say “sorry” and simply rebooked me closing with, “Is there anything else I can help you with?” Yeah, it might seem petty of me considering I got my business class seat on the following day’s flight, but I still sort of expected some type of “sorry for the inconvenience,” acknowledgment even if it wasn’t sincere.
Within an hour or two I received an auto-reply from 1K Voice confirming the receipt of my email noting that due to the peak travel season, it will take longer for them to respond to me. I think that statement is always on the auto-reply email, no matter the time of year, isn’t it? And so I waited.
To my surprise, it took only five days to receive a response. Earlier this year just after United migrated to the new reservations system, I sent 1K Voice an email after being unable to use an e-certificate online. I never heard back from them, though eventually got that problem solved after multiple phone calls.
Here’s their reply – a screenshot from my email:
First, can you say “cut & paste?” A little font integrity would make it seem a bit more genuine, don’t you think? Now, while it is indeed an apology, it reads rather impersonal and canned. It covers both the cancellation and the lack of apology from the phone agent when I was rebooked, but in a rather corporate-esque manner. Yeah, I’m being critical. Maybe if the font sizes weren’t so glaring I wouldn’t have even posted about this. And if I really want to be anal, it’s MileagePlus now (the marketer inside me sorta cringed at “mileage plus,” and it not being punctuated properly).
The compensation of 25,000 miles is very fair in my opinion. I was staying with a friend, so I didn’t have an additional night of hotel expense. If I had to cover another night’s hotel, though, I likely would have replied back asking for reimbursement – or had sent them a PDF of my bill with my original email asking for it in the first place.
In the end, I’m happy with the compensation and will just chalk the canned email up to a typical United experience.