Do you want to speak to an American rep?
#16
FlyerTalk Evangelist
Join Date: Apr 2003
Programs: UA*Lifetime GS, Hyatt* Lifetime Globalist
Posts: 12,257
#18
FlyerTalk Evangelist
Join Date: Mar 2008
Location: body: A stone's throw from SFO, mind: SE Asia
Programs: Some of this 'n some of that
Posts: 17,263
#19
Moderator: Midwest, Las Vegas & Dining Buzz
Join Date: Jun 2001
Location: Chicago, Illinois
Posts: 17,963
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.
#22
Join Date: Aug 2004
Location: OSL/IAH/ZRH (time, not preference)
Programs: UA1K, LH GM, AA EXP->GM
Posts: 38,253
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.
#23
Join Date: Apr 2007
Location: Australia
Posts: 6,329
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! ^
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! ^
#24
Join Date: Aug 2004
Location: OSL/IAH/ZRH (time, not preference)
Programs: UA1K, LH GM, AA EXP->GM
Posts: 38,253
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 ...
#25
Join Date: Jan 2009
Location: WAS
Programs: AA EXP2M, DL 1MM DM ext, UA PP <=> HH G/Marr PE/Hyatt G/IHG P FT RA ( Recovering Addict)
Posts: 4,581
+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.
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.