Airline’s customer service fail

United Airlines mistakenly sent an automated apology letter to a customer, addressed, “Dear Mr Human”.

Airline’s customer service fail

Airline’s customer service fail

The letter was a response to travel reporter Chris Chmura, who missed his flight when it departed 20 minutes earlier than its scheduled time, Entrepreneur reported.

Related: Ryanair dumps controversial cabin crew calendar

Chmura is referred to as “Mr Human” repeatedly throughout the letter, in phrases like, “Mr Human, you have made a significant contribution to our airline, and we greatly appreciate your business”.

He tweeted a photo of the letter with the caption, “Accurate? Yes. Suspicious? Also, yes.”

According to Entrepreneur, this isn’t United’s first customer service fail.

A Reddit user posted a photo of another letter from the airline in July, in which several fields had not been filled in and were left as things like “(SPECIFICE EVENT)” and “(CUSTOMER NAME)”.

Back To Top