How To Confuse And Alienate Customers With One Simple Email

English: A continental airlines DC-10.

Continited? Untinental?

Allow me to get cranky for a moment, please, over an email I received yesterday from United Airlines about its merger with Continental Airlines.

The message itself was actually not that big a deal, but that the email, filled with technical jargon and confusing references, made it all seem worryingly complicated.

Read the rest of the post on my Seat 1A blog on

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