Originally Posted by
Phoenician Aviator
I'm glad that folks are posting similar positive experiences with the MNL call center.
To reiterate what has been stated elsewhere previously, it's not the location that determines the quality of agents. The fact that HNL, for example, is known to have good agents is reflective of good management.
BLR could easily be a top-notch call center, but since UA is not willing to make the investment in a well-trained in-house subsidiary, and are instead going with a low-quality vendor, the support is understandably sub-par. It could make business sense to continue to outsource to a vendor, but UA needs to seriously reevaluate its choice of vendor: MNL is proof that better options exist.
At the very least, UA should add a choice to the reservations line that says, "For first and business class reservations, press X" and route that line to (a) US agents, and if they're not immediately available, then (b) the MNL call center.
Your experience is not mine unfortunately. MNL is definitely better than BLR. I've found them unsure or unknowledgable when answering different types of questions (thats my experience anyway). I usually feel a little unnerved when talking to them.
But I do second they are better than BLR..
I have found myself calling the US 1P number late at night from AUS, so early morning central time.. I've now got in the habit of asking where they are and having a brief chat and acknowledging the great service. I've followed up with two emails to CS to commend agents in question.
Also, its likely that MNL is more costly than BLR... UA will obviously be factoring it all into their "call center formula"..