The traveldoctor's Weblog

Travel Tips and How to Travel Smart!

Update on “Open Letter to United Airlines CEO”

Posted by thetraveldoctor on July 28, 2008


Vancouver Airport beginning another day

Vancouver Airport beginning another day

I wanted to update everyone regarding my Open Letter to United Airlines CEO Mr. Tilton. I received a reply from a Customer Relations person at the United Corporate Office. I am printing the letter exactly the way it was written including the mistake. I can’t believe that they would send out  a letter like this. The following the reply.

Dear Mr. Gerstner :

I am responding to your communication addressed to Mr. Tilton.

I understand that you the fee for checked baggage. Even though one piece of carry-on baggage and one (small) personal item are free, we understand your dissatisfaction with the fee for checking a bag.  Most airlines base fees on the cost of doing business at a realistic profit.  Since our customers need specific services for a variety of reasons, we consider such factors as customer demand, type of service needed, as well as the fees charged by our competitors.  While your carry-on bag is free of charge, fees for specific services allow us to tailor our products and services around what our customers value most and are willing to pay for. Other products we have customized include Economy Plus seating and Buy on Board products. Still, your comments are important to us and I will share your views with our baggage management team responsible for policies. Your feedback will help us evaluate our decisions that impact your choice of airline.

Please allow us the privlege to continue serving your travel needs.


Umashankar Kar

Customer Relations


As I said in my earlier posts, These airlines just don’t have a clue how to run their airlines. It’s all about the Customer Stupid!

I welcome your comments!

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