MatthewClement
Jul 8, 03, 8:17 am
I haven't flown a US flight for years, but due to a recent death in the family, I decided to try to use my US miles after failing to secure an award seat with United, KLM, or AA.
I was, frankly, astonished by the high level of service I received from the Liverpool call centre. I thought that friendly, helpful CSRs were a thing of the past on every airline, particularly an airline in such financial trouble as US. Though I used to be a CP, I no longer hold any status with US.
Nevertheless, the CSR I spoke to spent over an hour trying to find me an itinerary that would work. She eventually found me outbound flights on UA, and booked me in US economy on the way back. She made a special request to inventory management to get an Envoy seat opened up, and lo and behold, when I phoned back today she confirmed my entire itinerary in business class.
As a 1K, United has bent the rules for me in the past, but those days seem a long time ago. I was really touched that someone would take so much time and make so much effort for someone without any status at all (didn't mention my 1K status on the phone). Just goes to show that you catch more flies with honey than vinegar.
My expectations for the flight (on a 767) are not too high, but I cannot recall receiving such genuine, good service in a very, very long time. It has definitely made me reassess my airline of choice, and I am extremely grateful for all the efforts of the CSR to help me out at a difficult time.
To whom should I write to offer a note of thanks?
I was, frankly, astonished by the high level of service I received from the Liverpool call centre. I thought that friendly, helpful CSRs were a thing of the past on every airline, particularly an airline in such financial trouble as US. Though I used to be a CP, I no longer hold any status with US.
Nevertheless, the CSR I spoke to spent over an hour trying to find me an itinerary that would work. She eventually found me outbound flights on UA, and booked me in US economy on the way back. She made a special request to inventory management to get an Envoy seat opened up, and lo and behold, when I phoned back today she confirmed my entire itinerary in business class.
As a 1K, United has bent the rules for me in the past, but those days seem a long time ago. I was really touched that someone would take so much time and make so much effort for someone without any status at all (didn't mention my 1K status on the phone). Just goes to show that you catch more flies with honey than vinegar.
My expectations for the flight (on a 767) are not too high, but I cannot recall receiving such genuine, good service in a very, very long time. It has definitely made me reassess my airline of choice, and I am extremely grateful for all the efforts of the CSR to help me out at a difficult time.
To whom should I write to offer a note of thanks?