Are all UA call agents based in India?
Jul 6, 2008, 9:39 am
#1
Original Poster
Join Date: Mar 2005
Location: SJC,SFO,OAK
Programs: WN,UA,AA,
Posts: 521
Are all UA call agents based in India?
Called several times during the last few days and it seems to me the agents talked to me are all based in India.
Jul 6, 2008, 9:46 am
#2
Join Date: May 1999
Posts: 1,627
UA call agents are based outside of India as well.
Jul 6, 2008, 9:51 am
#3
Join Date: Mar 2007
Location: Orchard Field
Posts: 1,421
No they are not all in India.
Jul 6, 2008, 9:56 am
#4
Join Date: Aug 2004
Location: OSL/IAH/ZRH (time, not preference)
Programs: UA1K, LH GM, AA EXP->GM
Posts: 38,265
If you happen not to be an elite or having to call at peak or night hours or happen to live in Europe and not being able to speak Polish/German ... then yes, they are all in India.
Otherwise there are some in the US, Poland, Philippines ...
Otherwise there are some in the US, Poland, Philippines ...
Jul 6, 2008, 10:00 am
#5
FlyerTalk Evangelist
Join Date: Oct 2006
Location: SFO/SJC
Programs: UA Silver, Marriott Gold, Hilton Gold
Posts: 14,884
Whether you go to an call center in India (ICC) or not is based on several factors. In addition to India, I believe there is still a call center in Manilla. And then there are a few in the US, including Dearborne, MI and Honalulu (and possibly still Chicago?).
Certain functions are exclusively in India, such as Web support. Others are dependant on a range of factors which can include status, where you are calling from, time of day and what you are calling about. For example, a call from a general MP member calling about a domestic reservation is likely to end up at an ICC, while a 1K member calling about the same domestic reservation is more likely than not ending up at a US call center.
Certain functions are exclusively in India, such as Web support. Others are dependant on a range of factors which can include status, where you are calling from, time of day and what you are calling about. For example, a call from a general MP member calling about a domestic reservation is likely to end up at an ICC, while a 1K member calling about the same domestic reservation is more likely than not ending up at a US call center.
Jul 6, 2008, 10:01 am
#6
Join Date: Jun 2008
Location: Sacramento, CA
Programs: SPG Gold; HHonors Gold; Marriott Silver
Posts: 80
I've been calling the 1P desk a couple of times a day for the last week now tyring to book some awared travel. I usually end up asking the agent where they are from. So far I have talked to agents from Chicago, Detroit and Honolulu. Only once did I get India and that was a very brief call....
Jul 6, 2008, 10:07 am
#7
Join Date: Feb 2007
Location: Southeastern WI
Programs: UA Gold, HHonors Diamond
Posts: 590
Jul 6, 2008, 12:51 pm
#8
Original Poster
Join Date: Mar 2005
Location: SJC,SFO,OAK
Programs: WN,UA,AA,
Posts: 521
I never expereinced offshore call-center when I called AA
Jul 6, 2008, 1:47 pm
#11
Join Date: Jul 2008
Location: MNL
Posts: 106
just a vague listing of GENERAL calls originating in North America, there are more & some exceptions...
India & Philippines:
- all 1-800-UNITED-1 calls, including 2P/3P
- some 1-800-JET-AWAY calls, including 2P/3P
Chicago:
- 1-800-JET-AWAY, including 2P/3P
Honolulu:
- 1-800-JET-AWAY, including 2P/3P
- Asian language desk
- some 1P/1K calls
Dearborn:
- all GS
- most 1P/1K calls
Mexico City:
- Spanish language calls
India & Philippines:
- all 1-800-UNITED-1 calls, including 2P/3P
- some 1-800-JET-AWAY calls, including 2P/3P
Chicago:
- 1-800-JET-AWAY, including 2P/3P
Honolulu:
- 1-800-JET-AWAY, including 2P/3P
- Asian language desk
- some 1P/1K calls
Dearborn:
- all GS
- most 1P/1K calls
Mexico City:
- Spanish language calls
Jul 6, 2008, 1:54 pm
#12
Join Date: Oct 2006
Location: BWI
Programs: AS MVP 75K, UA 1MM
Posts: 786
Prior to this month, 100% of my 1P calls went to the US.
Since July 1st I am 0/10 for US-based call centers. All have been India. I noticed the caliber of employee was far better than normal for ICC (i.e., it only took a few minutes to change my airport day-of travel due to delays).
Since July 1st I am 0/10 for US-based call centers. All have been India. I noticed the caliber of employee was far better than normal for ICC (i.e., it only took a few minutes to change my airport day-of travel due to delays).
Jul 6, 2008, 1:55 pm
#13
Join Date: Jul 2008
Location: MNL
Posts: 106
BTW, I wanted to add that all three domestic call centers are 24/7. Staffing is adjusted based on call volumes, so calling at a certain time isn't going to give you much of an advantage of getting one center vs. another.
Kinda surprised by this really.... FWIW, the 1P/1K "desk" is the same desk although calls are routed differently.
Kinda surprised by this really.... FWIW, the 1P/1K "desk" is the same desk although calls are routed differently.
Last edited by RSSRNotInIndia; Jul 6, 2008 at 2:01 pm
Jul 6, 2008, 2:02 pm
#14
In Memoriam, FlyerTalk Evangelist
Join Date: Jun 2000
Location: Benicia CA
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Jul 6, 2008, 3:01 pm
#15
Join Date: Feb 2007
Location: YHZ. Previously YYC
Posts: 1,924
I called United Reservations, the Worldwide number. And I spoke to a very nice lady in Chicago. I noticed she had a southern accent and she informed me that she moved there from Houston.