In Houston today and had a flight back to Tampa at 3.45. Meeting cancellation meant that I wanted to try to get on an earlier flight. (already checked in for my afternoon flight with a failed mileage upgrade on a B fare. But thats another story). So I called the Premier customer service/reservations line and waited on hold. After 10 mins my call was answered by a distinctive Indian accent. I explained my situation to which the CSR stated that he could not understand me. I asked him where he was located and he said "India." I went through everything again and eventually he managed to find my reservation. Wasn't able to help me as flights were full and couldnt put me on standby. Absolutely useless.
Now I have been Platinum with Continental for a long time and never once talked with a CSR in India. In fact I was always impressed with CO reservations and the knowledgeable and empathetic staff.
I dont know whether to be shocked or angry at the thought of reservations in India but it is certainly a significant downgrade in service.
Is this a United policy now to outsource Reservations outside the USA? If so, then I have to look elsewhere. My schedule requires constant flight changes and I will not deal with inferior service.
Not sure why I am even posting this. Guess I am just in shock!