This is the exchange between United Airlines and me about United's failure to deliver quality service, or even the promised flight in one case, for my wife, Mimi Johnson Buttry.
The graphic complaint I sent to American Airlines in March 2003 protesting the treatment my husband I and received after a medical emergency.
American took a while, but finally apologized after they received a CD with this presentation on it labeled "FOR TRAINING PURPOSES."
This document discusses journalism ethics and values. It examines whether ethics should be timeless or adapt to changes. The author analyzes updates to core principles from 1990s-2015 regarding truth, transparency, accountability and consequences. Guidance is provided in 45 specific areas like reporting issues, writing, conduct, policies and financing. Enforcing ethics through codes and conversations rather than legal action is discussed. The use of confidential sources and linking practices are debated from an ethical perspective. Overall, the document explores balancing core values with adapting to changes in technology and society.
This document provides options and deadlines for students' 5th assignment in a media writing class. It outlines that students can cover a sports event by interviewing speakers or crowds, fact-checking, or reporting after the event. For their election-focused assignment, students can cover a campaign event, candidate's positions, election night results, or interview voters. The document also lists deadlines for the 5th, 3rd, 6th assignments and final story. It provides availability to meet with the instructor and gives feedback on students' interviewing skills.
This document provides guidance and tips for writing for social media. It discusses that social media can be used as a journalistic tool to find sources and stories. It emphasizes keeping social media writing brief, engaging audiences with questions, hashtags and images. The document also covers writing breaking news, crowdsourcing, and using social media to practice concise writing skills through limiting content to 140 characters like in a tweet. Famous quotes from historical figures are shown as examples of conveying important ideas concisely in a tweet.
The document provides guidance on covering various types of events for different writing roles in journalism, public relations, political communication, and advertising. It discusses preparing for an event, approaches to live coverage through tools like livetweeting and liveblogging, getting visual and audio coverage, taking comprehensive notes, watching for unexpected developments, conducting interviews, and following up with fact-checking and assessing impact. Types of events that are covered include meetings, trials, press conferences, sporting events, concerts, debates, conferences, and awards ceremonies. The roles of different disciplines at events like curating social media reaction are also outlined.
The document provides guidance for a media writing class, including tips on what makes a story newsworthy, such as being timely, important, interesting, with local impact or human interest. It announces an in-class writing exercise where students write a news story about themselves and includes possible approaches. The document also lists guests who will be speaking to the class, including people from Sports Business Daily and The Associated Press.
The document discusses different writing processes and provides information about upcoming guests and a quiz question. It mentions that today's quiz asks whether numbers should be spelled out in dates, percentages, numbers smaller than 10, or ages. It also outlines three writing processes - the Don Murray process which starts with an idea and collecting, the Chip Scanlan process which focuses before collecting, and the Roy Peter Clark process. Finally, it notes there will be guests on Tuesday and Thursday but provides no other details.
This is the exchange between United Airlines and me about United's failure to deliver quality service, or even the promised flight in one case, for my wife, Mimi Johnson Buttry.
The graphic complaint I sent to American Airlines in March 2003 protesting the treatment my husband I and received after a medical emergency.
American took a while, but finally apologized after they received a CD with this presentation on it labeled "FOR TRAINING PURPOSES."
This document discusses journalism ethics and values. It examines whether ethics should be timeless or adapt to changes. The author analyzes updates to core principles from 1990s-2015 regarding truth, transparency, accountability and consequences. Guidance is provided in 45 specific areas like reporting issues, writing, conduct, policies and financing. Enforcing ethics through codes and conversations rather than legal action is discussed. The use of confidential sources and linking practices are debated from an ethical perspective. Overall, the document explores balancing core values with adapting to changes in technology and society.
This document provides options and deadlines for students' 5th assignment in a media writing class. It outlines that students can cover a sports event by interviewing speakers or crowds, fact-checking, or reporting after the event. For their election-focused assignment, students can cover a campaign event, candidate's positions, election night results, or interview voters. The document also lists deadlines for the 5th, 3rd, 6th assignments and final story. It provides availability to meet with the instructor and gives feedback on students' interviewing skills.
This document provides guidance and tips for writing for social media. It discusses that social media can be used as a journalistic tool to find sources and stories. It emphasizes keeping social media writing brief, engaging audiences with questions, hashtags and images. The document also covers writing breaking news, crowdsourcing, and using social media to practice concise writing skills through limiting content to 140 characters like in a tweet. Famous quotes from historical figures are shown as examples of conveying important ideas concisely in a tweet.
The document provides guidance on covering various types of events for different writing roles in journalism, public relations, political communication, and advertising. It discusses preparing for an event, approaches to live coverage through tools like livetweeting and liveblogging, getting visual and audio coverage, taking comprehensive notes, watching for unexpected developments, conducting interviews, and following up with fact-checking and assessing impact. Types of events that are covered include meetings, trials, press conferences, sporting events, concerts, debates, conferences, and awards ceremonies. The roles of different disciplines at events like curating social media reaction are also outlined.
The document provides guidance for a media writing class, including tips on what makes a story newsworthy, such as being timely, important, interesting, with local impact or human interest. It announces an in-class writing exercise where students write a news story about themselves and includes possible approaches. The document also lists guests who will be speaking to the class, including people from Sports Business Daily and The Associated Press.
The document discusses different writing processes and provides information about upcoming guests and a quiz question. It mentions that today's quiz asks whether numbers should be spelled out in dates, percentages, numbers smaller than 10, or ages. It also outlines three writing processes - the Don Murray process which starts with an idea and collecting, the Chip Scanlan process which focuses before collecting, and the Roy Peter Clark process. Finally, it notes there will be guests on Tuesday and Thursday but provides no other details.
This document provides guidance on grammar, style, and writing best practices. It discusses the differences between active and passive voice, proper use of who/whom, avoiding weak language, and using strong and specific words. It also announces that students can present on a grammar topic starting September 27th for a class assignment.
This document provides information about an upcoming media writing class. It summarizes that there is a quiz today on punctuating sentences correctly that students should email their answers for. It also announces an academic workshop tomorrow evening on study skills. It briefly discusses the appropriate uses of exclamation points and partial quotes in media writing. Finally, it outlines the key characteristics of an inverted pyramid news story structure and why that structure remains important for press releases and digital/mobile content.
The document provides tips for finding and pursuing original story ideas. It suggests looking for ideas from news, people, social media, newspapers, websites, blogs, conflicts, context, impact, repetition, questions, technology, and inquiries. Crowdsourcing ideas from one's own social media, Facebook pages, groups, hashtags, and requests is also recommended. When pursuing a story, the document advises finding sources, determining real experts, gathering the essential facts of who, what, when, where, why and how much, considering the story elements and form, and collecting any relevant data.
This document discusses various interactive storytelling tools that can be used for digital journalism. It begins by providing examples of the author's online presence and contact information. It then poses planning questions about utilizing visuals, data, crowdsourcing, mobile opportunities, engagement, social media, and interactivity for digital audiences. Various types of interactive tools are listed, including live coverage, mapping, timelines, multimedia storytelling, data visualization, interactive databases, curation, animation, quizzes, polls and more. Advice is provided on imitating interactive stories, asking the original reporters/developers, reading code, and searching online groups. Examples are given of interactive community brackets and curation tools. Guidance is also offered on learning
This document provides guidance on using unnamed sources in journalism. It discusses when unnamed sources may be appropriate, such as when a source fears for their safety or job. Reporters should verify information from unnamed sources by asking for documentation and other sources who can corroborate the facts. Powerful or eager sources may try to manipulate reporters, so extra scrutiny is needed. Reporters should push sources to go on the record when possible and protect confidentiality only as a last resort.
These are slides for a class on updating communication ethics codes. Here's a blog post with some points and links related to the class: https://stevebuttry.wordpress.com/2015/11/19/slides-and-links-on-mass-communication-codes-of-ethics/
Data visualization is a useful tool for storytelling that can show trends, changes, outliers, demographics, relationships, and processes in the data. It incorporates elements of time, place, demographics, results, and community input that can be analyzed individually or together. While Flash was once popular, Google Fusion/Maps is now a leading data visualization tool, and learning a new tool involves test driving it, checking tutorials on YouTube, developer blogs, or asking others for help.
This document provides guidance on writing for social media. It recommends tweeting during class at least 3 times using hashtags to discuss the topic. When tweeting, keep messages brief under 140 characters and consider images. Opinions are acceptable for some roles but know your organization's policies. Social media can be used as a reporting tool to find sources and verify information. When breaking news, share verified facts and what is unknown. Hashtags help with search and conversation. Crowdsourcing from social media also benefits reporting. Practice condensing ideas into tweets to improve concise writing. Famous speeches and sayings are shown condensed into tweets.
Job-Hunting in Today's Journalism MarketSteve Buttry
The document provides tips and advice for job hunting in journalism. It discusses positioning yourself for the next job hunt through networking, building your digital profile and resume, finding the right opportunities, pitching yourself for jobs, preparing for interviews, and following up. Specific tips include customizing application materials for each job, proofreading thoroughly, researching the hiring company and contacts, showing creativity in pitches, and following up with thank you notes. The presentation emphasizes the importance of networking through digital and in-person connections.
This document provides tips and best practices for using social media, particularly Twitter, for journalism and writing purposes. It encourages tweeting during class to practice concise writing within Twitter's 140 character limit. It discusses using images and tone to engage audiences and rewriting to get to the point quickly. It also addresses using social media as a reporting tool, being conversational rather than just posting links, asking questions to start discussions, and using hashtags to find sources and conversations. Famous speeches and writings are shown distilled into single tweet summaries as an example.
The document discusses priorities and strategies for transforming a newsroom to a digital-first model. It recommends that leadership set the example by embracing social media and digital tools. The newsroom workflow should be changed to prioritize digital platforms, breaking news should be published immediately online rather than waiting for print. Meetings and budgets should also reflect the digital focus of collecting and reporting news. Training staff on digital and interactive tools is essential to the transformation.
Steve Buttry gave a presentation to the Manship School faculty about how Twitter can improve teaching. He suggested faculty assess their current "Twitter temp" in regards to how much they use Twitter, ranging from cold to hot. Buttry offered to help faculty get started or improve their Twitter use through workshops or individual coaching on getting started with Twitter, advanced Twitter strategies, or applying Twitter in the classroom.
The document discusses how newsrooms can transition to being digital-first by increasing their digital content, audience, and revenue. It recommends that newsrooms prioritize digital coverage and storytelling, processes, engagement, planning and management, mobile capabilities, and standards. Specific suggestions are provided for breaking news, daily coverage, enterprise reporting, and utilizing various digital elements like videos, visuals, and interactive features to enhance storytelling. The document also addresses changing workflows, staffing, meetings, and metrics to better support a digital-first approach.
This document discusses best practices for mobile newsgathering and live reporting. It provides tips for using social media like Twitter to engage with sources and crowdsource information. Reporters are advised to clearly label tweets as unverified and check facts with multiple sources. The document also outlines workflows for setting up liveblogs to curate community photos, videos and comments during breaking news or events. It stresses the importance of accuracy, engaging the community, and transitioning live coverage into print or television stories.
Preparing for Success in Your Job HuntSteve Buttry
This document provides tips for job seekers on preparing for and conducting a successful job search. It recommends thoroughly researching opportunities online and leveraging connections, building an online professional profile on platforms like LinkedIn and Twitter, gaining experience through internships and freelance work, networking widely both online and in person, customizing application materials for each opportunity, and following up extensively after interviews. Key steps include researching the requirements for roles, highlighting one's strengths, addressing weaknesses, and preparing thoroughly for interviews while listening effectively and asking tough questions.
This document outlines various ways for newspapers to engage their local community through blogs, social media, crowdsourcing content, live chats, contests, and video. It encourages establishing a human voice on social platforms and leading conversations on important topics. Curation of third-party content is also discussed as a form of engagement. Specific engagement tactics are suggested such as hosting group blogs, monitoring hashtags, asking questions to spur discussion, and partnering with local organizations for contests and promotions.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
Easily Verify Compliance and Security with Binance KYCAny kyc Account
Use our simple KYC verification guide to make sure your Binance account is safe and compliant. Discover the fundamentals, appreciate the significance of KYC, and trade on one of the biggest cryptocurrency exchanges with confidence.
This document provides guidance on grammar, style, and writing best practices. It discusses the differences between active and passive voice, proper use of who/whom, avoiding weak language, and using strong and specific words. It also announces that students can present on a grammar topic starting September 27th for a class assignment.
This document provides information about an upcoming media writing class. It summarizes that there is a quiz today on punctuating sentences correctly that students should email their answers for. It also announces an academic workshop tomorrow evening on study skills. It briefly discusses the appropriate uses of exclamation points and partial quotes in media writing. Finally, it outlines the key characteristics of an inverted pyramid news story structure and why that structure remains important for press releases and digital/mobile content.
The document provides tips for finding and pursuing original story ideas. It suggests looking for ideas from news, people, social media, newspapers, websites, blogs, conflicts, context, impact, repetition, questions, technology, and inquiries. Crowdsourcing ideas from one's own social media, Facebook pages, groups, hashtags, and requests is also recommended. When pursuing a story, the document advises finding sources, determining real experts, gathering the essential facts of who, what, when, where, why and how much, considering the story elements and form, and collecting any relevant data.
This document discusses various interactive storytelling tools that can be used for digital journalism. It begins by providing examples of the author's online presence and contact information. It then poses planning questions about utilizing visuals, data, crowdsourcing, mobile opportunities, engagement, social media, and interactivity for digital audiences. Various types of interactive tools are listed, including live coverage, mapping, timelines, multimedia storytelling, data visualization, interactive databases, curation, animation, quizzes, polls and more. Advice is provided on imitating interactive stories, asking the original reporters/developers, reading code, and searching online groups. Examples are given of interactive community brackets and curation tools. Guidance is also offered on learning
This document provides guidance on using unnamed sources in journalism. It discusses when unnamed sources may be appropriate, such as when a source fears for their safety or job. Reporters should verify information from unnamed sources by asking for documentation and other sources who can corroborate the facts. Powerful or eager sources may try to manipulate reporters, so extra scrutiny is needed. Reporters should push sources to go on the record when possible and protect confidentiality only as a last resort.
These are slides for a class on updating communication ethics codes. Here's a blog post with some points and links related to the class: https://stevebuttry.wordpress.com/2015/11/19/slides-and-links-on-mass-communication-codes-of-ethics/
Data visualization is a useful tool for storytelling that can show trends, changes, outliers, demographics, relationships, and processes in the data. It incorporates elements of time, place, demographics, results, and community input that can be analyzed individually or together. While Flash was once popular, Google Fusion/Maps is now a leading data visualization tool, and learning a new tool involves test driving it, checking tutorials on YouTube, developer blogs, or asking others for help.
This document provides guidance on writing for social media. It recommends tweeting during class at least 3 times using hashtags to discuss the topic. When tweeting, keep messages brief under 140 characters and consider images. Opinions are acceptable for some roles but know your organization's policies. Social media can be used as a reporting tool to find sources and verify information. When breaking news, share verified facts and what is unknown. Hashtags help with search and conversation. Crowdsourcing from social media also benefits reporting. Practice condensing ideas into tweets to improve concise writing. Famous speeches and sayings are shown condensed into tweets.
Job-Hunting in Today's Journalism MarketSteve Buttry
The document provides tips and advice for job hunting in journalism. It discusses positioning yourself for the next job hunt through networking, building your digital profile and resume, finding the right opportunities, pitching yourself for jobs, preparing for interviews, and following up. Specific tips include customizing application materials for each job, proofreading thoroughly, researching the hiring company and contacts, showing creativity in pitches, and following up with thank you notes. The presentation emphasizes the importance of networking through digital and in-person connections.
This document provides tips and best practices for using social media, particularly Twitter, for journalism and writing purposes. It encourages tweeting during class to practice concise writing within Twitter's 140 character limit. It discusses using images and tone to engage audiences and rewriting to get to the point quickly. It also addresses using social media as a reporting tool, being conversational rather than just posting links, asking questions to start discussions, and using hashtags to find sources and conversations. Famous speeches and writings are shown distilled into single tweet summaries as an example.
The document discusses priorities and strategies for transforming a newsroom to a digital-first model. It recommends that leadership set the example by embracing social media and digital tools. The newsroom workflow should be changed to prioritize digital platforms, breaking news should be published immediately online rather than waiting for print. Meetings and budgets should also reflect the digital focus of collecting and reporting news. Training staff on digital and interactive tools is essential to the transformation.
Steve Buttry gave a presentation to the Manship School faculty about how Twitter can improve teaching. He suggested faculty assess their current "Twitter temp" in regards to how much they use Twitter, ranging from cold to hot. Buttry offered to help faculty get started or improve their Twitter use through workshops or individual coaching on getting started with Twitter, advanced Twitter strategies, or applying Twitter in the classroom.
The document discusses how newsrooms can transition to being digital-first by increasing their digital content, audience, and revenue. It recommends that newsrooms prioritize digital coverage and storytelling, processes, engagement, planning and management, mobile capabilities, and standards. Specific suggestions are provided for breaking news, daily coverage, enterprise reporting, and utilizing various digital elements like videos, visuals, and interactive features to enhance storytelling. The document also addresses changing workflows, staffing, meetings, and metrics to better support a digital-first approach.
This document discusses best practices for mobile newsgathering and live reporting. It provides tips for using social media like Twitter to engage with sources and crowdsource information. Reporters are advised to clearly label tweets as unverified and check facts with multiple sources. The document also outlines workflows for setting up liveblogs to curate community photos, videos and comments during breaking news or events. It stresses the importance of accuracy, engaging the community, and transitioning live coverage into print or television stories.
Preparing for Success in Your Job HuntSteve Buttry
This document provides tips for job seekers on preparing for and conducting a successful job search. It recommends thoroughly researching opportunities online and leveraging connections, building an online professional profile on platforms like LinkedIn and Twitter, gaining experience through internships and freelance work, networking widely both online and in person, customizing application materials for each opportunity, and following up extensively after interviews. Key steps include researching the requirements for roles, highlighting one's strengths, addressing weaknesses, and preparing thoroughly for interviews while listening effectively and asking tough questions.
This document outlines various ways for newspapers to engage their local community through blogs, social media, crowdsourcing content, live chats, contests, and video. It encourages establishing a human voice on social platforms and leading conversations on important topics. Curation of third-party content is also discussed as a form of engagement. Specific engagement tactics are suggested such as hosting group blogs, monitoring hashtags, asking questions to spur discussion, and partnering with local organizations for contests and promotions.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
Easily Verify Compliance and Security with Binance KYCAny kyc Account
Use our simple KYC verification guide to make sure your Binance account is safe and compliant. Discover the fundamentals, appreciate the significance of KYC, and trade on one of the biggest cryptocurrency exchanges with confidence.
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...APCO
The Radar reflects input from APCO’s teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
Industrial Tech SW: Category Renewal and CreationChristian Dahlen
Every industrial revolution has created a new set of categories and a new set of players.
Multiple new technologies have emerged, but Samsara and C3.ai are only two companies which have gone public so far.
Manufacturing startups constitute the largest pipeline share of unicorns and IPO candidates in the SF Bay Area, and software startups dominate in Germany.
Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...my Pandit
Dive into the steadfast world of the Taurus Zodiac Sign. Discover the grounded, stable, and logical nature of Taurus individuals, and explore their key personality traits, important dates, and horoscope insights. Learn how the determination and patience of the Taurus sign make them the rock-steady achievers and anchors of the zodiac.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date.
Key highlights include Microsoft's Digital Transformation Framework, which focuses on driving innovation and efficiency, and McKinsey's Ten Guiding Principles, which provide strategic insights for successful digital transformation. Additionally, Forrester's framework emphasizes enhancing customer experiences and modernizing IT infrastructure, while IDC's MaturityScape helps assess and develop organizational digital maturity. MIT's framework explores cutting-edge strategies for achieving digital success.
These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
Four Levels of Digital Maturity
Design Thinking Framework
Business Model Canvas
Customer Journey Map
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
Introduction
The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
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Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
How to Implement a Strategy: Transform Your Strategy with BSC Designer's Comp...Aleksey Savkin
The Strategy Implementation System offers a structured approach to translating stakeholder needs into actionable strategies using high-level and low-level scorecards. It involves stakeholder analysis, strategy decomposition, adoption of strategic frameworks like Balanced Scorecard or OKR, and alignment of goals, initiatives, and KPIs.
Key Components:
- Stakeholder Analysis
- Strategy Decomposition
- Adoption of Business Frameworks
- Goal Setting
- Initiatives and Action Plans
- KPIs and Performance Metrics
- Learning and Adaptation
- Alignment and Cascading of Scorecards
Benefits:
- Systematic strategy formulation and execution.
- Framework flexibility and automation.
- Enhanced alignment and strategic focus across the organization.
HOW TO START UP A COMPANY A STEP-BY-STEP GUIDE.pdf46adnanshahzad
How to Start Up a Company: A Step-by-Step Guide Starting a company is an exciting adventure that combines creativity, strategy, and hard work. It can seem overwhelming at first, but with the right guidance, anyone can transform a great idea into a successful business. Let's dive into how to start up a company, from the initial spark of an idea to securing funding and launching your startup.
Introduction
Have you ever dreamed of turning your innovative idea into a thriving business? Starting a company involves numerous steps and decisions, but don't worry—we're here to help. Whether you're exploring how to start a startup company or wondering how to start up a small business, this guide will walk you through the process, step by step.
The Genesis of BriansClub.cm Famous Dark WEb PlatformSabaaSudozai
BriansClub.cm, a famous platform on the dark web, has become one of the most infamous carding marketplaces, specializing in the sale of stolen credit card data.
How are Lilac French Bulldogs Beauty Charming the World and Capturing Hearts....Lacey Max
“After being the most listed dog breed in the United States for 31
years in a row, the Labrador Retriever has dropped to second place
in the American Kennel Club's annual survey of the country's most
popular canines. The French Bulldog is the new top dog in the
United States as of 2022. The stylish puppy has ascended the
rankings in rapid time despite having health concerns and limited
color choices.”
5. Elevation to premier status, so she doesn’t have to pay your ridiculous baggage fees when flying without meYou may call her at 703-473-994 or me at 703-474-0382 if you wish to discuss this.<br />Stephen Buttry<br />Mileage Plus Premier Executive member, #00904210684 <br /> <br />Here is the response initial response from United:<br />On Tue, Mar 16, 2010 at 4:02 PM, CustomerSolutions <HYPERLINK quot;
mailto:CustomerSolutions@united.comquot;
CustomerSolutions@united.com> wrote:<br />Dear Mr. Buttry:<br />Thank you for contacting us about Mrs. Buttry's recent experience. I appreciate the opportunity to respond. First, on behalf of United, I do want to congratulate you and Mrs. Buttry on the new addition to the family.<br />I can just imagine with all that was going on, you really counted on the information provided by our representatives to be the best possible solution to Mrs. Buttry's situation. We do have rules and policies that can sometimes be hard to understand, as in our policy to make changes to a non-refundable ticket.<br />We try and offer our guest the most up to date information so that they are able to make informed decisions about their travel. This being said, the number of people booked on our flights can and do fluctuate prior to departure. There are a number of reasons that contribute to this. All things considered we cannot be responsible for the fact that Mrs. Buttry was not able to make a later flight. What we can and will take responsibility for is the rude agent she spoke to at the airport. We will make sure your comments are given to the airport station manager for review.<br />We're happy to hear that the supervisor that assisted with her return flights was able to reinstate her ticket as well as make an exception to refund her bag fees. Although we are unable to honor your request for free flights, full refund, upgrade in status or upgrades, your circumstances nonetheless warrant special consideration. We would like to offer Mrs. Buttry a token of our appreciation in the form one $200 electronic travel certificate or 9000 miles. Please respond accordingly and we will promptly fulfill her request.<br />Thank you for your time.<br />Regards,<br />Eny Marchant United Airlines Customer Relations<br />My response, at 5:45 p.m. on March 16:<br />Mr. or Ms. Marchant:<br />Your response is disappointing and grossly inadequate. You have only addressed the first half of our complaint, the misinformation your staff provided relating to her March 11 flight. (And I do not for one minute believe that the March 11 flight your staff had encouraged was overbooked at the last minute, especially given the fact that we know you were rebooking people onto a US Airways flight that was already full when you canceled her March 14 flight.) I acknowledged in my complaint that the March 11 problem was due in part to her own decision to stay for the birth of our granddaughter. The March 14 nightmare was entirely United's fault: Your failure to maintain your equipment, your failure to provide another airplane to fulfill your obligation when the mechanical problem developed in the original aircraft, your decision to rebook her onto an overbooked US Airways flight the next evening (when an earlier, direct US Airways flight had seats available).<br />I will add a specific example of how poorly your staff dealt with passenger issues, which I didn't even mention in my original complaint: As Mimi was insisting on being flown home less than 24 hours after her original flight, your employees responded to her irritation by saying that people who were flying to funerals were missing their flight and would have to miss the funerals. That just outraged her further, that your staff thought your failures with other fliers somehow mitigated you failure to meet your obligation to her.<br />Your airline failed, through your fault entirely, to deliver on her return flight on the date she booked it. And you did not even address that failure in your initial response. Try again.<br />Sincerely, <br />Stephen Buttry <br />At 6:38 p.m. on Wednesday, March 17, I received this response from “CustomerSolutions.”<br />Dear Mr. Buttry:<br />Thank you for the response to Ms. Marchant. I am responding on her behalf.<br />I am sorry that you feel United's response in this matter is inadequate. As Ms. Marchant stated, we can not be responsible for Mrs. Buttry not able to make a later flight. In situations like these we do not offer compensation but we do offer the goodwill gesture of a $200 electronic travel certificate or 9,000 miles as a token of our appreciation.<br />We will wait for your response.<br />Your business matters to us. Please give us another opportunity to serve you better.<br />Regards,<br />Daniel P. Alborg United Airlines Customer Relations<br />I responded at 6:55 p.m. on Wednesday, March 17:<br />Mr. Alborg:<br />You and Ms. Marchant are both conveniently focusing only on the March 11 flight my wife was unable to make. Even if I accept this offer of miles as adequate compensation for the bad advice your staff gave about standby possibilities if she was unable to make that flight and the rudeness of your staff when she showed up to fly standby, you still are ignoring another flight for which United bore full responsibility. What are you going to do about the March 14 flight you were unable to deliver? What are you going to do about the fact that when you failed to deliver the flight she booked, your staff knowingly booked her on a US Airways flight more than 24 hours later that was already sold out? quot;
Inadequatequot;
does not sufficiently describe how outrageous it is that two consecutive United quot;
Customer Solutionsquot;
representatives have refused to even address the flight in which your airline bore full responsibility for the customer abuse, focusing instead only on the flight my wife could not make because she had failed to account for our granddaughter arriving a week early.<br />I will counter your insulting offer of 9,000 miles with an offer of my own. I have already posted my initial complaint to United on Scribd, where 131 potential United customers have read it. I will be posting your response and Ms. Marchant's as well, along with my responses. I will post these documents in my blog and Slideshare as well, and on my Twitter and Facebook accounts. My offer to you is that I will share the end of this story with all the hundreds of potential United customers who will read about your treatment of Mimi. I am not the singer or songwriter that Dave Collins is, but I do know how to spread the word when a company mistreats my family. I offer you the opportunity to help me share a happy ending to this story.<br />Sincerely,<br />Stephen Buttry<br />Furious, Insulted Premier Executive Mileage Plus Member<br />Here’s the response I received from United at 9:43 p.m. on Thursday, March 18:<br />Dear Mr. Buttry:<br />Your email was forwarded to me today. I will attempt to address your complaints about your wife's flight on March 14th, although I would like to state for the record there were several exceptions made for your wife related to the outbound ticket. I do not wish to debate the standby availability since you already stated Mrs. Buttry did not intend to take her scheduled flight on March 11. Whenever the originating flight of a ticket is changed, the fare is recalculated using the current fare availability; a service fee (for non-refundable fares) and any fare difference apply. Mrs. Buttry opted to fly on Delta the next morning. When she did not use her flight coupon from Washington to Jacksonville the status of her ticket was automatically changed to indicate no value for future use or exchange. The supervisor involved made an exception to refund the non-refundable baggage fee paid online when she checked in for her outbound flight. He also made an exception to open the ticket for return use. He then made two more exceptions allowing her to use the return ticket as is without recalculating the fare or collecting a service fee. He took into consideration the circumstances and tried in earnest to help.<br />Next, Mrs. Buttry's return flight on March 14th was cancelled. United Express Go Jet does not have extra aircraft to substitute in the event of a cancellation as you suggested. Cancelling a flight is always a last resort and in this instance could not be avoided. We don't like to do it; our guests like it even less. It is a costly decision for all parties concerned. Our agent booked your wife on US Airways connecting flights. We have an inter-active sell feature with US Airways whereby they show us real seat availability and United is permitted to sell seats without having to call the carrier first. As with all airlines, US Airways overbooks flights to ensure they fill their flights to capacity. Unfortunately, this was the case for the flights booked for Mrs. Buttry. US Airways then rebooked her on a non-stop flight the next day. You mention American Airlines and Southwest appeared to have seats available. I do not know the seat availability for American that day; their flights may have been in an oversold status as well and yet still offered seats for sale. Southwest does not cooperate with any other airline for protection of passengers.<br />Please understand Mr. Buttry, we do not like cancelling flights and we did not single out your wife and disrupt her travel plans intentionally. My colleague's offer related to an outbound flight that was never intended to be used was quite generous. This offer was made in the spirit of goodwill, not as compensation. <br />In hopes of coming to an amicable conclusion to your complaint, I am prepared to make a final offer and exception to Mrs. Buttry; a $300 travel certificate or 12,500 miles. Please discuss this with her and respond at your earliest convenience. <br />Regards,<br />Donna Hill <br />United Airlines Customer Relations<br />My response to United at 10:56 p.m. on Thursday, March 18:<br />Ms. Hill:<br />First, let me correct two false statements you made in your message, stating in your first paragraph that Mimi quot;
did not intend to take her scheduled flight on March 11quot;
and in your third paragraph you refer to a quot;
flight that was never intended to be used.quot;
I am uncertain whether you didn't read the earlier email exchanges or were deliberately twisting what happened, but both statements are absolutely false. As I have made clear in every call and email to United, Mimi fully intended to use the flight until 11 p.m. the night before, when we learned that our daughter-in-law's labor had started a week early. I called immediately to try to change her flight and United refused to budge, citing the same rules (excuses, actually) you cited in the first paragraph of your message. Even then, Mimi intended to use the originally scheduled flight, hoping our granddaughter would be born during the night. When that had not happened the next morning, probably about 7 a.m., I called United again (this time from the hospital). Again, your staff showed no flexibility. Even then, Mimi intended to take the flight if the baby arrived on time. As the deadline to leave approached, she agonized over missing the original flight, but decided she would not leave without seeing her granddaughter. So let's factually state what happened: She intended all along to use the flight. But when it came down to deciding whether she would observe United's inflexible, unreasonable rules or stay to see and touch her first granddaughter, your rules didn't win.<br />I will not address in detail the absurdity of the rules you cite so extensively in the first paragraph of your message. I am sure those are your rules and I am sure that you are legally entitled to abuse customers that way. I also am sure that most of your potential customers who read that message will agree with me that your inflexibility in addressing customers' needs is bad business and your telephone representatives' offering the possibility of standing by on the later March 11 flights, if in fact they were already oversold, was outrageous.<br />However, to claim that the supervisor made an quot;
exceptionquot;
in refunding a charge for baggage that your employees never touched is absurd. And canceling the return ticket, when you knew that she was going to be returning and when she had already paid for a round trip, was not making an exception, even if your rules allowed such theft. Your supervisor knew those rules were indefensible. He knew the rudeness of your staff was indefensible and he responded appropriately (the only United employee in this whole exchange to have behaved appropriately). <br />What is absurd is that United charged Mimi $23 for a bag on the March 14 flight that you canceled. I won't belabor how poorly United handled that flight and the rebooking. Mimi will accept your offer of 12,500 miles and call this case closed, but we will not accept a $23 charge for a bag that never left the ground on a United flight (she did pay the bag charge for US Airways). Refund that charge and we will call this matter closed. If you don't refund it, we will contest that charge with our bank, since the service we paid for was never delivered.<br />As I noted to Mr. Alborg, I will post this exchange online. I think people should know how United treats customers.<br />Sincerely,<br />Stephen Buttry<br />