Hi cranky1K, that’s correct. The 1K desk has not gone away. Specifically, when you call in and your MileagePlus number is recognized as 1K, the call is routed to an agent that is specifically designated to handle these calls. The agents that receive these calls come from both the former United and Continental sides of the house. With all the training and changes in place, the way in which the line was answered wasn’t something we focused on immediately enforcing. But, we are working to continuously improve the experience and streamline our process.
Shannon
Hi Shannon.
So are you saying the "1K desk" now takes calls from both 1K's and other elites? So there is no 1K only line anymore?
It seems to defeat the purpose. If an agent working an 8 hours shift answers 25 calls in a day, and 15 are silver, 5 Gold, 5 PLatnium and 5 1K, it does not seem to me that they would know / expect to suddently provide a higher level of service to the 1K caller. ALl callers would just be treated the same.
a higher level of service was what the 1K Line was all about.
I've had some shocking experiences since 3/3 with the new "Premiere line" If these agents have been trained to take 1K calls - how on earth can they not know the rules of an GPU - surely the most basic and important 1K perk "Sorry Sir - you cannot use a GPU on a ps flight" - that is what 3 supervisors told me on the "1K Line"