18 September 2001

Mr. James E. Goodwin

Chairman

United Airlines, Inc.

P.O. Box 60100

Chicago, IL 60666

Dear Mr. Goodwin,

It has been one week since I boarded UAL flight 395, BWI to DEN, on the morning of Tuesday, 11 September. Our pushback at 8:30 a.m. was uneventful. I was headed for San Diego.

I know you are busy, but I want to steal just a minute to tell you and the UAL family just how professionally your flight crew - and more specifically Captain Dave Bulger, First Officer John Wilbourne, and first class cabin flight attendant Rae Lapine (spellings?) - handled our unexpected descent and landing in Indianapolis.

They were terrific, very calm and reassuring, in a sequence of circumstances that really were beyond imagination prior to last week. Captain Bulger’s landing at Indy was smooth as silk, and the time we spent in the aircraft waiting to disembark was managed very well.

Given the events of last Tuesday, and the response of your crew, there is no airline on earth that I would rather trust with my travel, my business, and my life. Three cheers for UAL, and for the crew of flight 395!

Respectfully,

GSC

HOME FROM INDY on SEPT. 12

After we got settled in the Indy concourse, some things went well and others didn’t. I was appalled to find out at several MAJOR car rental counters that the going rate for a one-way rental from Indy to Baltimore carried a $500 drop-off fee. I could name names, but YOU know who you are. Don’t expect my business in the future. Instead, let me say that Dollar came through like gangbusters, with a no-extra-fee one-way Dodge Intrepid that covered the 610 miles in ten hours!

Return of checked baggage started out after a long wait as a "one piece, one customer, one at a time" ordeal of checking IDs, then scanning claim checks, calling "downstairs," and having each identified bag come up - one at a time - on the carousel. After awhile, though, a lot of police and K9 types cleared the remaining baggage and everybody was checked out and cleared to go.

Spent the night at the downtown Courtyard by Marriott, not bad at all, and made a new friend.

As weird as it sounds to say it, I felt honored to have been in the air and potentially at risk at the same time that buildings were falling and others were dying. Although I haven’t been up in the air since, my regular schedule will soon resume.