http://www.foxnews.com/travel/2014/08/05/united-airlines-sends-insincere-unspecific-apology-letter-to-passenger/
http://www.ijreview.com/2014/07/163248-customer-service-fail-united-airlines-apology-letter-accidentally-hilarious/
http://www.dailymail.co.uk/travel/travel_news/article-2715335/United-Airlines-forgets-blanks-response-passenger-complaint-worlds-apology-letter.html