Originally Posted by
chitownflyer
The call centers were located in DEN, SEA, LAX, SFO, IND, DTW, HNL, IAD, and ORD. I may be missing some of them. AFAIK, the only remaining centers are ORD, HNL, and DTW. Service was miles ahead of the ICCs.
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Before NYC was a BOS reservations center. The NYC reservations then went to a location in Rockleigh, New Jersey (bordering Rockand County in New York and Bergen County in New Jersey).
I was hired by United in 1978 at one of the above locations (meaning your guess - one of 12 res offices) - Sorry, prefer not to reveal my neck of the woods.
Nevertheless, I enjoyed the reservations center I worked at. At one time it staffed upwards of 500 reservationists. I really liked it; the one I worked at was well-staffed, mostly good supervisors, good communication, very good training, espirit-de-corps (sic?), etc. Desks (separate DEDICATED agents) for domestic travel, international, rate desk, help desk, travel agents. Shifts went around the clock (primarily 0600 to 0100) with backup calls routed into rez centers in different time zones. I thought it was run very well. I wish United kept more of them, especially now that Americans need jobs.
Originally Posted by
Andy1369
Just wondering what UA's "old" call centers were like before the majority of them were outsourced to India? Were they helpful, nice, and understanding? Where were (are) they based?
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Yes, they were helpful, nice and understanding.....and most importantly, KNOWLEGEABLE......meaning you would be worried about bad weather or cancellations somewhere and we would immediately know the closest alternates. Do ICC employees know that MKE and ORD are about 70 miles apart or do they know the distances between EWR, JFK, LGA, PHL or SFO vs. SJC......LAX vs BUR, SNA, SAN, etc. etc ??? I wonder.