Tuesday, February 28, 2012

United Airlines' Online/Offline Disconnect #FAIL

Yesterday, I received an email from United Airlines with an update on its Mileage Plus program post-merger.

What caught my eye was actually the bottom of the email:

Talk about a broken user experience. The brand emails me, but then the call to action if I wish to respond to the sender is to SNAIL MAIL them in Illinois? Are you kidding me?

I get that email blasts often don't accept email responses. But for pete's sake, they should list a separate contact email like contactus@united.com or inquiries@united.com. Or, a link to a contact us form or their customer service page.



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