Dear Mrs. [Redacted], Thank you for letting us know about your recent experience with United Airlines. I apologize if our service did not meet your expectations, and appreciate you taking time to share your concerns. Our goal is to provide a consistently reliable product and an exemplary level of customer service. Based on the events you describe, we did not meet this goal. Your comments regarding (SPECIFIC EVENT) will be used for coaching and training our employees. To encourage you to fly with us again and as a tangible means of acknowledging your disappointment, enclosed is (SPECIFIC ITEM). (CUSTOMER NAME), I ask that you allow us another opportunity to serve you, as we consider it our privilege to have you aboard.
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