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How United Airlines exceeded my expectations

Photo by cliff1066

This was my year to start in a new direction. I started 2010 with renewed focus on Design Resumes.

Gung ho to infuse myself with cutting-edge job search and career marketing strategies, I eagerly signed up for not 1 but 3 career conferences even though I hadn’t flown in 15 years. The first in Baltimore, Career Thought Leaders 2010 (CTL2010), gave me the opportunity to learn new concepts and meet new friends. The second in New Orleans, Career Management Alliance 2010 (CMA2010), expanded my career industry knowledge and built connections.

United Airlines to San Diego!

Career Directors International 2010 (CDI2010) was in October in San Diego, a city on the top of my list of places to see. I knew I would meet more great colleagues, convert online relationships to find new friends, and forge potential alliances. I booked my flight with United Airlines in September.

United Airlines Change of Plans

I woke up in the middle of the night two weeks after I booked the flight convinced I should not go. The chronic sinus issues I struggled with re-surfaced right before CTL2010. After CMA2010, sinus issues turned into a severe ear infection and later an eye infection. Two specialists finally delivered the right medical help. By the time it was all resolved, I had been sick more than two months and felt the impact on my business.

To top it off, my husband had surgery leaving us with new debt of $10,000+ in addition to investments I poured into my home office and business in 2010. I needed to work on planning for the unexpected. If I canceled, I might lose my airfare investment. If I went, I could not trust my ears would not get re-infected, plus restaurant and hotel expenses, and I could lose potential income.

United Airlines to the Rescue

Airlines rarely give refunds but when I got the advance flight directions from United Airlines, I noticed a link for refunds. I wrote a short e-mail to United explaining financial issues and my recent ear /eye infections prompted me to cancel my flight to San Diego. I really didn’t expect a response much less a refund.

The same day I sent the e-mail, I received an e-mail back saying they were considering my request. Then I got this e-mail 5 days later:

Thank you for contacting us.  I am sorry to hear of your illness described in your email, our thoughts are with you and your family at this difficult time.  We have received your refund request in reference to ticket number 000000-00000

A refund in the amount of $411.80 has been issued to the Master Card ending in xxx1111 on October 12, 2010.  It takes approximately 7 business days for the amount to be credited back to the account.

United Airlines exceeded my Expectations!

I was astounded! Everyone told me I had almost NO chance of getting a refund and if United even considered it, they would impose a fee of $100+. The credit posted to my credit card on October 12, much earlier than promised, so once again United Airlines exceeded my expectations.


We have all seen customer service that failed. How wonderful to receive “over the top customer service” from United Airlines. I know that if I am ever in a position to travel again, my airline of choice will be… drum roll please…  United Airlines!

2 Responses to How United Airlines exceeded my expectations

Client Testimonials

Interested in working with us? Check out some of our client testimonials below!

Global Marketing Director

Fortune 500 Company, Pennsylvania

“Hey Julie, Just a short note to say thanks for your help with my resume. It was a great help for me in landing a couple of opportunities that led to offers.”

Senior Vice President

Banking, Maryland

“It has been a whirlwind since you completed my resume, a lot of changes to the organization in light of the merger, a busy market, and as well a lot of folks making decisions to leave versus stay.

For me, an offer was made that I will be accepting. I can tell you my resume has been met with rave reviews so I trust you implicitly, have recommended you, and will be a customer for life as I may need to re-engage you.”

Office Manager

New York, NY

I wanted to find someone who will work with me live, so I can explain all my responsibilities and accomplishments to a literate professional, who will then be able to put it into right words and create a “WOW” resume for me.

Next day I woke up and for some reason my gut told me to work with Julie, so I called her, and boy was my gut right. I am so happy with my new resume and cover letter, I have a second breath for job search. We worked live on Skype all the time, I could see exactly what she was doing, and I couldn’t ask for a more personalized experience for my money.

Executive Vice President, Marketing

Boston, MA

I wanted to reach out and let you know I landed my next exciting opportunity! On March 28, I'll be joining ABC Company as their EVP Marketing. The fit couldn't feel more perfect! I'm so excited and can hardly wait to get started. Thanks so much for everything you've done to help make me look good! :) It worked. (again!)

Career Change

Transportation Industry, New York, NY

"My first walk-in transportation company (ABC Freight) and my first job opportunity! I can't thank you enough!"
His goal - the transportation industry. He was ready to leave a successful career selling Manhattan real estate to follow his passion!

Instructional Designer

University, Wisconsin

“I highly recommend Julie as a professional career management consultant. Her ability to assess her clients needs and desires, and then creatively collaborate with them to create an overall digital profile that truly represents “who they are” is amazing.

It was time to give my professional profile some pizzaz, and create a professional online presence, and the first person that I thought of was Julie. After working with Julie as a professional, I can say that the service Julie provides is nothing short of the way to (as her web site states) “find your perfect career marketing strategy”. Give her personal face-to-face strategy a try!”