United Airline Customer Commitment

http://www.united.com/web/en-us/content/customerfirst.aspx

Take a look at United's Customer Commitment.

Our United Customer Commitment

We are committed to providing a level of service to our customers that makes us a leader in the airline industry. We understand that to do this we need to have a product we are proud of and employees who like coming to work every day.
Our goal is to make every flight a positive experience for our customers. Our United Customer Commitment explains our specific service commitments so that we can continue a high level of performance and improve wherever possible. The commitment explains our policies in a clear, consistent and understandable fashion. We have detailed training programs and system enhancements to support our employees in meeting these commitments, and we measure how well we meet them.
Welcome on board United Airlines!

Advise about lowest available fares

Notify customers of known delays, cancellations and diversions

Deliver baggage on time

We work hard to get your checked bags to you on time. If your checked bags are delayed or misplaced, we will make every reasonable effort to deliver your bags within 24 hours. If you have expenses resulting from a baggage delay and are eligible to receive compensation, we will compensate you for reasonable and necessary out-of-pocket expenses. If your bag is lost, we will reimburse you for any fee charged to transport that bag.

Allow reservations to be canceled for a certain period after purchase

Provide prompt ticket refunds

Properly accommodate passengers with disabilities and other special needs

Meet customers' essential needs during lengthy tarmac delays

Treat passengers fairly and consistently in the case of oversales

Disclose travel itinerary, cancellation policies, frequent flyer rules and aircraft configuration

Notify customers about travel itinerary changes in a timely manner

Ensure responsiveness to customer complaints

We respond quickly to our customers’ complaints. If you have a complaint regarding our services or our product, we want to hear from you. Information about where to direct your written complaint is on our website; on all E-ticket® confirmations; and is available upon request at each United ticket counter and boarding gate in the airports we serve. We will acknowledge written complaints within 30 days of receipt and we will send a substantive written response within 60 days of receiving your written complaint.

Provide services to mitigate inconveniences resulting from cancellations and misconnections 

 

I think that United needs to go back to the basics and remember their commitment to their customers.