Although using boilerplate forms can be a great way to cut down on time spend drafting repetitive documents, it can also come back to bite you.

United Airlines found that out the hard way this week when a customer received the company’s fill-in-the-blank apology letter without any of the blanks filled in, reports the New York Daily News. United Airlines confirmed in a written statement that they “sometimes use standardized wording to start drafting a letter addressing the customer’s concern.”

Here are three lessons that can be learned from United Airlines air-balled apology:

Although United Airlines’ customer service gaffe is causing its fair share of LOLs online, the company is not likely finding it very humorous. In the most recent Airline Quality Rating report, United finished 12th out of 15 U.S. airlines.

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Related Resources:

  • United Airlines sends boiler plate apology letter to passenger and forgets to fill in the blanks (FOX News)
  • How Not to Deal With Disgruntled Customers (FindLaw’s Free Enterprise)
  • Do You Need a Social Media Customer Service Team? (FindLaw’s Free Enterprise)
  • When Should You Sue a Customer for Defamation? (FindLaw’s Free Enterprise)

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