Originally Posted by
exerda
The whole zip code thing is another reason they should have stuck with PMUA MP #s... when some of us pointed out the fact that CO's IVR was awful, we were told we could key in the CO OP# on the phone keypad... when we pointed out that there would be overlaps with that method, we were told, "No problem; the system asks for your zip code to prevent that."
I've never been able to get the IVR to accept my new MP# when keyed in on the phone. Always have to speak it, and in a noisy airport environment several times it wouldn't pick it up that way either. As far as the zip code issue, what was wrong with the old UA system of confirming via the name on your account?
Originally Posted by
LarkSFO
Smisek's fault...
A day like today will be a good one to explore Channa's hypothesis (SHARES can't handle irrops).
If people's flights are delayed / cancelled today, please let us all know how well irrops / rebooking is handled! Thanks.
Here's a hint at how the day is going, and it is only 9:25 a.m. Wait till all the delays starts cascading.
At the UC in Terminal 3 there are currently 10 people in line waiting to be helped. There are three agents behind the desk. One agent is helping a customer. The other two agents are collectively taking care of another customer, both pointing at the screen trying to figure out what to try next. In the meantime the other ten folks are cooling their jets in line.
While the move to SHARES ostensibly saved money, the one thing never factored in was the overall customer experience.