Do you want to speak to an American rep?

 
Old May 21, 2009, 11:58 pm
  #16  
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Originally Posted by RichardInSF

BTW, I gotta admit that I looked at this thread because I thought the headline referred to an AA official rep posting on the UA forum!
My thought exactly.
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Old May 22, 2009, 2:53 am
  #17  
 
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Originally Posted by uchuuace
United Airlines Japan is great since our reps are local.
Indeed. I love UA's NRT staff.
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Old May 22, 2009, 3:01 am
  #18  
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Originally Posted by mahasamatman
The exact same analysis applies to American reps.
Absolutely.
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Old May 22, 2009, 4:23 am
  #19  
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Originally Posted by TA
I've been on the phone with some UAL.com phone support people who were better than some domestic 1K operators.
Even we GS get sent to India when we need web support. The three times this year I have dealt with them have been great experiences. Efficient, friendly and 100 percent accurate.
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Old May 23, 2009, 2:00 am
  #20  
 
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Originally Posted by jan_az
Well they can send you to the Manila call center?
Hey, that's the only option if you call UA from here in Oz. Too much frustration and confusion that I gave up now only ever call 1K USA.
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Old May 23, 2009, 2:49 am
  #21  
 
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Originally Posted by uchuuace
United Airlines Japan is great since our reps are local.
Your time is gonna come.
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Old May 23, 2009, 3:19 am
  #22  
 
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Originally Posted by iluv2fly
Even we GS get sent to India when we need web support. The three times this year I have dealt with them have been great experiences. Efficient, friendly and 100 percent accurate.
Yes.

That is because they are technical staff, competent in their field - very likely of superior pay - and in no way associated with the surplus sales staff UA hires to fend of their customers.

I'd be surprised if they even reside in the same city as the latter.
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Old May 23, 2009, 3:28 am
  #23  
 
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I neded to cancel and refund a (W) fare that I had booked for a friend when he became ill and couldn't travel...

Rang the UA number here and got Manila of course... and they were helpful and competent... put me right on to the person I needed to talk to..

Painless experience. So clearly "YMMV"

Having said that I am SOOOO glad as an NZ flyer that their call centre is in AKL and staffed by Kiwis! ^
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Old May 23, 2009, 4:25 am
  #24  
 
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Originally Posted by IainC
Hey, that's the only option if you call UA from here in Oz. Too much frustration and confusion that I gave up now only ever call 1K USA.
Yes, Oz and Singa get sent straight to the MCC Hades.

Nice people and supportive with not a remote clue of what I am talking about. And they are zero - at best - empowerment, are not allowed to make any decisions etc etc etc.

I want to cane the UA manager who came up with the brilliant plan to ban foreign credit cards to be used by the US 1K desk. That happened nearly 2 years ago and I was often cited 'security issues' in respect to the segregation. As if a 1K of 10 years was a security risk for UA ...
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Old May 23, 2009, 5:34 am
  #25  
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Smile

Originally Posted by mahasamatman
The exact same analysis applies to American reps.
+1

The main problem is that the overseas ones have less authority and less ability or willingness to resolve issues.

e.g., economy plus access support is now in Manila
The reps refused to cancel my unasked for renewal as 30 days had expired.
That may be cultural as they feel it is your headache.
I had the charge on my card that I had used 1 yr ago.
The statement arrived 29 days later after the charge.
I had to go via the card company to get it back.

On the other hand, the Mumbai office is great for MP award travel.
I was recently informed while calling for another reservation that my Dubai flight was OK but the TK connection was not!
Very useful to know 3 months ahead, instead of 1 week ahead.

In general, it is better to deal with overseas reps from your home,
than risk the partner desk or agent at the gate abroad.
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