I would like to offer my personal apologies for the extended delay you experienced on your recent United flight. As promised, please accept the enclosed certificate for your understanding and co-operation in this matter, as well as a token of appreciation for your business.
Please be assured that having the safest and most reliable aircraft is one of United's top priorities. Our on-time performance has been industry-leading, and we know how important this is in your choice of carriers. We realize we fell short on this trip and look forward to building your confidence in United.
Thank you again for choosing United Airlines. We look forward to having the opportunity to serve you again at the level of performance you expect and deserve from us.
Let's recap, shall we? I went to America in June of 2005. I returned home in September from London via JFK and LA. In LA, we were informed that a door was broken, and we would be put up in hotels for the night, the better to catch the early-morning flight they were transferring us to. I assume this is the "recent" extended delay to which this letter refers.
I am now the proud owner of a hundred-dollar United voucher. It's pretty, but as I don't plan to use it as a wall decoration, it's kinda useless to me. If anyone wants it, let me know. Just be aware that you may experience some very extended delays in any of your correspondence with them.