Needless to say, after the issues have been identified, they need to be addressed. Even if you intend to dodge the bullets, do it subtly. Not the way United’s response totally ignores the issues raised and goes off on a tangent. It almost seems to me as if a Hurrah Airlines Corporate Sales person has written this reply!
Not only are hardly any issues been addressed, employee appears almost proud of the fact that he’s doged every bullet in his response. This gives me the feeling that this may have more to do with United’s policy governing Corporate Communications, than a personnel’s overlooking the issues. Which is a scary thought!