A sms message sent by an airline customer service rep to a customer on a new service is sparking an investigation
SMS is a technology used to send SMS messages, the email equivalent of a text message, via the Internet.
The technology was developed to give airlines better access to the data and customers’ personal information.
But in an email to an American customer, a message sent from a customer service representative on a different carrier, and received by the same customer service agent, was so revealing it prompted the agency to launch an investigation.
The email was sent on May 22 and included a message from a sms agent to a United Airlines customer service account.
It said, “We’re sending this to you via email for your review.
Please be sure to reply to this email as soon as possible to ensure it reaches your account.
The agent then sent the message to the customer, who forwarded it to an email address in the United Airlines inbox.
The message included the following: “Hello, we are sending you an email from an email account we do not control.
Please reply to our email as quickly as possible.”
The customer replied with, “Thank you very much.
If you need assistance with the new Sms service please email [email protected]”
The message was forwarded to a second email address.
The second email was not forwarded.
The third email was forwarded.
After receiving the third email, the customer service manager then sent an email saying, “Dear Mr. Customer, Thank you for the email.
We have received your email and are in the process of forwarding your message to our other customer service team.
Please note, if you need help with our Sms, please email [email protected] or call 1-888-743-2321.”
“It is unacceptable for any company to treat its customers like criminals and send emails like that to our customers,” said American Airlines customer relations manager David Sauer in an interview with ABC News.
“We take customer service seriously, and we want our customers to be safe online, and it’s something that we are investigating.
We are taking the issue seriously, we’re taking the message seriously, but we also want to make sure that the message is safe for our customers.”
“We are going to take this seriously,” he added.
Sauer said that the United customer service staff who responded to the email did not respond to his email.
“They didn’t respond at all,” he said.
“The customer service is a very low-level customer service, so if they weren’t able to get back to us in a timely manner, we would have been able to investigate the matter.”
Sauer told ABC News that he had not been contacted by any other airline customer support team, other than to say that he was investigating the matter.
The United account is now suspended.
He told ABC that he expects the United account to be suspended until the agency can resolve the matter “because the customer support is not responsible for what happens to our accounts.”
The company did not immediately respond to ABC News’ request for comment.
The Federal Trade Commission, a federal agency, launched an investigation in late February into the incident.
The agency said that its investigation found that United’s “sending an email with the subject line ‘I have a smss question’ is not a reasonable response to a question that is not directed to United customers.”
The FTC also found that the email contained “the threat of legal action” against United and that the account was “not properly licensed or registered.”
“The email was maliciously designed to impersonate an actual customer,” the agency said in a statement.
“It included misleading and deceptive language and included maliciously-solicited advertisements.”
The agency did not say how many people were affected by the email, or whether any had been harmed.
United has not responded to ABC’s request for comments.