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Thank you for visiting my blog. I am a Cofounder & Technical Advisor here at the BeyeNETWORK. Having covered the business intelligence and data warehousing industry for more than 15 years, I'm looking forward to a more interactive form of communication with all of you. Please share your comments and thoughts!



OMG! Are you sitting down? Yes that's right my favorite airlines looks to be getting its act together and I couldn't be happier. If you follow me on Twitter "@shawnrog" you know I fly often and I fly United. Over the past 7 months I have traveled 17 times for a total of 72 days, 68,040 miles to 28 cities in 6 countries most of this has been on United. Unfortunately, my travels result in posts that look like the one below:

United is testing a new Non-stop service from Milwaukee to Chicago -

This past week I experienced a mechanical coming home from San Diego and this is what showed up in my email prior to landing. Yes that's actual customer service folks!

On behalf of all of us here at United, I want to express my sincere apologies
 for the experience you had on Flight 342 on August 6, 2009.

 At United, we take pride in being a reliable part of your travel plans. Your
 satisfaction and business mean a great deal to me, I would like to invite you
 to visit the following website to select a token of our appreciation.


 Please have your flight information handy when you visit the site.
 Family members who traveled together using the same email address should access
 the site individually.

 Thank you for your time. Your satisfaction is important to us and we look forward
 to serving you better in the near future.


 Sherri Hermance
 United Airlines
 Customer Relations

I have to admit I was stunned!! I went home and followed the instructions and received this:

Dear Mr Shawn Rogers,

Thank you for accepting our token of appreciation.

$150 E-Certificate: xxxxxxxxxxxxxxxxxxxx

You may redeem your E-Certificate towards your next flight on United now.

    How to redeem at a later date:
  1. Go to united.com/shopforflights
  2. Enter your origin and destination information.
  3. Select your travel dates and enter your e-certificate number.
  4. Select your flights. All selected flights must be e-certificate eligible to receive your discount.
  5. Choose your seat and purchase your flight.

Please review the terms and conditions of this goodwill offer.

We appreciate hearing from our guests. It helps give us an opportunity to make significant service improvements. Our goal is to create the highest level of guest satisfaction within the airline industry.

Thank you for your time. Your satisfaction is important to us and we look forward to serving you better in the near future.


Customer Relations

Congratulations United!!!!
Keep this up and I just might have to blog about business intelligence and data warehousing again.
Thank you for treating me like a customer.

Posted August 17, 2009 5:38 AM
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