I earlier documented a really nasty UA767's Y-cabin being flown TATL here on FT last month. See the post for descriptions & photos. I sent pretty much the same piece to UA using the feedback form on their website, including the photos. Below is the reply I received from UA, but more telling than that is what you'll read from someone I know who works on planes for UA, and is posted below that.
Mr. Jacoubowsky,OK, many of us have probably received emails like that. And you wonder, did they really care, did you make a difference. I can't answer for sure if my single email made the difference, but read what I got today, from someone I know in UA maintenance, who'd read my original post on my website-
Thank you for contacting United Airlines.
I regret learning about your disappointment with the appearance of the
cabin aboard flight 655 11July13. In efforts to provide you with a
seamless travel experience, United expects our staff to maintain the
aircrafts to ensure the cabins are safe and comfortable.
The comfort of our passengers is a primary focus for us, and I truly
regret you were disappointed in our service. Each aircraft adheres to a
rigorous maintenance schedule to help ensure our customers enjoy safe
and comfortable travel.
I will include your comments in our monthly Customer Care report. The
report will be reviewed by our Technical Operations Team. I am confident
necessary repairs will be made.
Please be assured your comments have been reported to the members of
senior management team as well, for internal review. As a goodwill
gesture I have added thirtyfive hundred bonus miles. to your MileagePlus account.
We appreciate your business and look forward to welcoming you on board a
future United Airlines flight.
Regards,
xxx xxxxxxx
Corporate Customer Care
Did you send UAL the same comments about your France trip you posted a while back? They heard from somebody. Quite a few legacy United 767 aircraft have recently had interior audits done. The worst plane spent about a week at SFO. More than 100 items were replaced, cleaned up, or re-worked. This plane wasn’t supposed to be in for routine major mechanical service until late this year. Keep your comments coming.Could be that enough people wrote in that something was done about those awful Y-cabin interiors. They weren't on the schedule for maintenance; something brought them to UA's attention, and UA did something about them. Whether I had an impact myself or it was a lot of people, don't know, but we can make a difference, and United does listen. ^
xxxx
