The email and certified letter I will be sending (along with photos and documentation) to the United Airline executives: Jeff Smisek (President and CEO), Martin Hand (VP Customer Relations), John Rainey (Executive VP and CFO), Pete McDonald (Executive VP and COO), Jeff Foland (Executive VP Marketing), Bob Edwards (Senior Vice President and CIO), Anne Seeley (Managing Director, Customer Care), Scott OLeary (Managing Director, Customer Solutions), as well as a formal complaint to the Department of Transportation and consumer complaint with the California Attorney General. Dear (Sir or Madam), Im writing to express my deep disgust with the way United representatives handled my recent damaged baggage claim. My name is Travis Larson and I am a professional musician. I recently flew on a United flight from JAX to SBP and upon arriving at my destination, discovered my guitar was broken. The headstock was snapped off at the neck, while my ATA-approved guitar case was undamaged. I filed a claim at the airport, the supervisor gave me a file number and told me that someone would get in touch. Having heard from no one, I called the supervisor who filed my claim. With no explanation, no apologies, no discussion, he told me the corporate offices declined my claim. While I would love to enlighten you to the extremely personal relationship between a guitarist and his guitar, I realize that you cannot possibly care. Furthermore, I have no delusions as to how this will play out, but United Airlines will be well aware of my severe disapproval. Social media is a powerful tool for the less-corporate voices and those voices can become very loud, very fast. The world doesnt need another musician-on-a-mission to dethrone United Airlines, I prefer to spend my time facilitating honesty, integrity and goodness. However, I do hope that you consider rectifying this situation with a proper course of action, one that might re-establish a modicum of faith with your customers. Sincerely, Travis Larson #UnitedAirlines United #golfunited
Posted on: Thu, 26 Jun 2014 22:55:53 +0000
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