Call Centre: UA vs AC
Oct 22, 2014, 9:50 am
#1
Original Poster
Join Date: Jan 2005
Location: Vancouver, Canada
Programs: United MileagePlus Silver, Nexus, Global Entry
Posts: 8,798
Call Centre: UA vs AC
With all the talk about Air Canada hold times I thought I'd share my recent experience with United.
Called 1-800-UNITED-1 on a Tuesday afternoon (yesterday) for a seat assignment issue. I have no status with United. After a minute with the voice recognition system I was connected with a human who cheerily took care of my issue in a few minutes. Total elapsed time five minutes and I was on to the next thing.
If AC is truly revamping their systems they want might to take a page from United's playbook.
Called 1-800-UNITED-1 on a Tuesday afternoon (yesterday) for a seat assignment issue. I have no status with United. After a minute with the voice recognition system I was connected with a human who cheerily took care of my issue in a few minutes. Total elapsed time five minutes and I was on to the next thing.
If AC is truly revamping their systems they want might to take a page from United's playbook.
Oct 22, 2014, 1:08 pm
#5
FlyerTalk Evangelist
Join Date: Mar 2005
Location: YYZ
Programs: AC*SE 2MM
Posts: 16,655
Hopefully AC can give non-status passengers the love without resorting to voice recognition technology.
Oct 22, 2014, 1:15 pm
#6
Join Date: Apr 2012
Location: Canada
Programs: AC E50k, A3*G, UA*S, MR Titanium, HHonors Gold, Carlson Gold, NEXUS
Posts: 3,669
Wirelessly posted (Mozilla/5.0 (BB10; Touch) AppleWebKit/537.35+ (KHTML, like Gecko) Version/10.2.1.3247 Mobile Safari/537.35+)
Perhaps the voice recognition system drives away everyone without an urgent problem
Perhaps the voice recognition system drives away everyone without an urgent problem
Oct 22, 2014, 1:57 pm
#7
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
You can change award reservations yourself online (for free if you have status) or you can cancel them. You can search for award space much more easily than on AE's website.
The app is simply amazing. You can check your flight status, see where your flight is coming from and if it's on time. You can see where you are on the upgrade list. OMG!
Those are just off the top of my head. I'm sure there is more.
Last edited by margarita girl; Oct 22, 2014 at 2:03 pm
Oct 22, 2014, 8:06 pm
#9
Join Date: Aug 2005
Location: Ottawa, Canada
Programs: UA 1K 1MM, AC, VIPorter, Marriott LT Plat, HH Diamond
Posts: 368
Oct 24, 2014, 5:21 am
#11
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
Ben Smith did say things would improve by beginning of Q4. Seems this will be accomplished by getting rid of customers instead of adding CSRs.
Oct 24, 2014, 6:19 am
#12
FlyerTalk Evangelist
Join Date: Sep 2003
Location: Thanks for the Memories !!!
Posts: 10,657