Originally Posted by
khabah
I'm currently dealing with the same scenario over at Hilton, where an issue that stymied multiple phone agents led to them suggesting I email them... and I'm not sure if these are bots or just people aspiring to be brain dead, but the responses I get are canned and the laziest possible response possible. No reading of the actual email or acknowledgment of the request, nothing.
The grass isn't greener, and many of these corporations couldn't give less of a toss over service, let alone over enforcing consistency across their brand portfolios. I'm finding the idea of seeking out local and independent properties ever more appealing by the day.
I had same experience emailing UA recently. I think you're right, they're using an app to identify keywords in the customer email which generates a form response. There's probably human oversight, but only at the most cursory level, with pressure to respond as quickly as possible.