United sent the following letter to crazy lady:
Dear...(blah, blah, blah)
"Please know that we are fully committed to following all Federal regulations for providing safe transportation to animals entrusted to our care. Each year thousands of pets fly with us with great success. I know air travel can excite animals, and we expect our people to be gentle and provide necessary care. We realize you are more upset with the way in which your concerns were handled. As our guest you have a rightful expectation to be treated with courtesy and respect. As well we expect all our staff to be attentive to your needs and sensitive to your concerns as well as to provide you with helpful, professional service at all times. There is never any excuse for rude and unprofessional service and I apologize to you on behalf of United for any unprofessional service you encountered that day even more so for the unnecessary worry you experienced. We are concerned about the behavior you have described and will make sure your feedback is shared with our Airport Operations supervisors in San Francisco. Rest assured your concerns will be taken seriously and that those employees involved will be made aware of the way in which they handled things was perceived.
... (more blah, blah, blah, 10% coupon)
Crazy lady is still very angry with United Airlines. She filed an official report with the USDA, the regulatory agency who oversees animal travel with airlines. We'll see what happens, next...