Nowhere does the response from Hurrah Airlines make any mention of what they’re going to do to change the situation. In fact, they don’t even accept that they’ve done anything wrong. Let alone apologize for it. Frankly, the letter seems as if it’s been written by a computer, not a person. A personal reply needs to be just that – personal.
There’s nothing wrong in apologizing if you’re in the wrong. The least United can do is to learn from the likes of Southwest Airlines and JetBlue – remember the famous video apology by then CEO David Neeleman?