Letter to Sales Customers - United Customer Experience Improvements

To all of our Sales customers,

You’ve chosen United for your business travel, and we don’t take that decision lightly. Each time you and your travelers fly with us we’re making an important promise – that we will treat you with the highest level of service and the deepest sense of dignity and respect. Your satisfaction and trust is at the center of everything we do, and your collective opinion of our service is the measure of our success.

Earlier this month we broke that trust. Corporate policies were placed ahead of our shared values and procedures got in the way of employees doing what they know is right. We can never say we are sorry enough for the way one of our customers was treated that day and for the response that followed. Additionally, as United Sales clients, we know we have put you in the difficult position of answering to your travelers and other stakeholders, and we apologize for that.

For the past several weeks, we have been diligently working to determine how this happened and how we can do our best to ensure it never happens again. This situation has provided invaluable learning experiences from which we have taken immediate, concrete action. These meaningful actions will speak louder than words, and we have announced a series of changes to how we fly, serve and respect our customers. Click here to review them.

We know we need to work harder than ever to put our customers at the center of everything we do, and our 87,000 employees have taken this message to heart. As a Sales team and as a company, we are as energized as ever to fulfill our promise to serve you better and always be the customer-focused airline you deserve.

Thank you for your business and thank you for granting us the opportunity to re-earn your trust.

Sincerely,