Originally Posted by
lincolnjkc
Sometimes having someone see/who is familiar the local situation even if they take longer to get to is a major plus. Plus I've had two irops incidents since the first of the year where "1k line" (res) basically said they don't have anything to offer and I should try to find someone at the airport for more creative possibilities. Which is difficult when customer service agents in clubs claim they aren't allowed to provide customer service and customer service centers.are either completely unstaffed or protected by guard "dragons".
I am not sure which UC agent was unwilling to assist, since that is a specific benefit of the club membership. At hub airports, the person who can help you is in the club, not the person who checks you in.
Originally Posted by
zombietooth
United taking away the agent's ability to re-book IRROPS pax on the best available flights and in the originally booked cabin is cost-cutting. And being forced to fly one to two days later than my scheduled flight costs me significant money most of the time, so I've definitely noticed the degradation in CS at UA.
In addition, I've never been anything but respectful and deferential to UA CS staff. It hasn't made any difference in the poor results I've received lately.
UA can certainly rebook you on another carrier. However, the barriers are 1) the front line tool does not make it easy for agents to see availability unless you have specific flights to feed them; 2) this often requires a supervisor to complete the request.
Originally Posted by
Repooc17
Putting a trash bin at the entrance is such a customer unfriendly move. If those agents sitting behind a "customer service" desk are not "on the clock", or servicing customers, then go into a backroom to chit chat, or something. Really pathetic showing!
As discussed upthread, they could be assisting customers as virtual agents.