One has to wonder about UA's priorities on this one. It seems to me that the same people responding to survey results could be put to use cutting down the backlog that's make 1KVoice a questionable means of communicating with United.
The surveys themselves don't give you an opportunity to address actual issues anyway; during irregular ops, your issue may not have been with the flight you ended up taking (not that that's ever happened to me!), but all the questions asked are related to the actual flight you took, not the screwy stuff that may have gone on prior to that.
Originally Posted by
mkasperzak
Wow! Just got a call from Kieth at United Airlines customer service responding to a recent customer satisfaction survey response I made about an in-operative power port on my FC seat on a 757. He provided real and honest information about the problem: ie that they were aware of the issue, but that given the merger and the uncertainty of keeping 757's, nothing was likely to be done. I was stunned not only that they called me back, but were honest about the lack of follow-up. So much better than "we value your business..."
Well that about clinches it. Why write 1KVoice at all if people filling out the survey after each flight are getting more-prompt attention and, from what I can see, similar if not even higher compensation.