On Thursday night, September 19, 2013, a United Airlines passenger by the name of Donna R. Copeland comes to United's Facebook page with some important preflight issues and questions regarding her upcoming trip to Buenas Aires.  After Ms. Copeland is ignored by United's social media team for about an hour I try to assist her by leaving the following comment:
...
About 10 minutes AFTER leaving my comment for Ms. Copeland, JB from United’s social media team responds to Ms. Copeland with the following comment:

"Would you please share details with our Customer Care team? http://bit.ly/GM3E9W Thank you ^JB"

After JB left his/her comment I received the following Facebook Notification which was also sent to my email :

After viewing JB’s comment 2 things quickly came to mind.
The 1st thing I thought was, how disrespectful of JB that he/she didn’t even bother to properly address Ms. Copeland with the customary: @Donna.
The 2nd thing that struck me about this comment was that JB had answered PREflight questions and issues with a lazy POST flight response.

A short time later I returned to United’s Facebook page to let JB know that he/she had answered PREflight questions and issues with a POST flight response.

To my dismay I see that MY comment had been DELETED and that I had been BANNED from United’s Facebook page and that JB’s comment had also been DELETED and REPLACED with the following comment:

Below is the text of an email that I sent to the following people to try and get some answers as to WHY my comment was DELETED and WHY I was BANNED from United's Facebook page:


United Airlines Social Media Team
socialmedia@united.com

CustomerCare@united.com

Felicia Mclin, social support agent
Felicia.Mclin@united.com

Shanna Quinn, senior marketing representative
Shanna.Quinn@united.com

Mark Bergsrud, Senior Vice President of Marketing at United
mark.bergsrud@united.com

Mark Krolick, United’s managing director of marketing and product development
Mark.Krolick@united.com

Anne Seeley
Managing Director - Customer Care & Refunds
anne.seeley@united.com

Scott O’Leary,
Managing Director, Customer Solutions
scott.oleary@united.com

Jeffery A. Smisek
President and Chief Executive Officer, United Continental Holdings, Inc.
jeff.smisek@united.com















Please tell me how you justify this?  YOUR social media team IGNORES important preflight questions and issues by passenger Donna R. Copeland so about an hour after Ms. Copeland asked her questions and seeing that United’s social media team had IGNORED her I responded to Ms. Copeland with the following comment:

@Donna – if UA refuses to answer your questions here then you may have better luck reaching them by way of Twitter:  @united  -  Good Luck!

About 10 minutes later… AFTER I have responded to Ms. Copeland, JB from United’s social media team responds with the following:

"Would you please share details with our Customer Care team? http://bit.ly/GM3E9W Thank you ^JB"

After JB left his/her comment I received the following Facebook Notification:

United also commented on Donna R. Copeland’s post:  "Would you please share details with our Customer Care team? http://bit.ly/GM3E9W Thank you ^JB"

After viewing JB’s comment 2 things quickly came to mind.
The 1st thing I thought was, how disrespectful of JB that he/she didn’t even bother to properly address Ms. Copeland with the customary: @Donna.
The 2nd thing that stuck out about this comment was that JB had answered PREflight questions and issues with a lazy POST flight response.

A short time later I returned to United’s Facebook page to let JB know that he/she had answered PREflight questions and issues with a POST flight response.

To my dismay I see that MY comment had been DELETED and that I had been BANNED from United’s Facebook page and that JB’s comment had also been DELETED and REPLACED with the following comment:

@Donna, We understand your frustration, and want to look into this for you. Would you private message your confirmation number? We may not be able to do anything about the seat issue until you arrive at the airport, but we will follow-up with our web team to see what may have happened. ^LO

So PLEASE tell me how you justify deleting my comment and banning me?  YOUR social media team IGNORES a passenger asking important preflight questions for around an hour, I leave a comment giving the passenger another option to try and get some help and you delete MY comment and ban me… then JB leave a lazy post flight response to preflight questions and issues… and you punish ME…???

PLEASE… tell me how you justify this?????  And PLEASE tell me if this United screw-up that got me banned is permanent…???

If you wish to see this latest United debacle/fiasco/calamity/farce/joke (pick your favorite) then you can find ALL the screenshots here:

http://www.uatipsandsecrets.com/Censorship-Examples.html

Sincerely,
Michael Bean
UPDATE - September 24, 2013

My email to United Airlines executives and their social media team that is displayed on this page has resulted in changes at United.  My decision to singled out the United Airlines social media employee for disrespecting a passenger and for a lazy post flight response to preflight questions and concerns that was later deleted has prompted changes.

For the last year or so that I've been on United Airline's Facebook page United's social media employees would sign their comments with their initials, e.g., ^LO or ^MB.  NOW... after this change they're signing their comments with their first name, e.g.,  ^Lisa OR ^Eli.
Hopefully this change, that I believe will make the employees more accoutable as their first name is now out there, will result in more respect for the passengers and better replies and not just a lazy cut & paste scripted response.