Originally Posted by
GUWonder
On the phone, AA's customer service seems much better to me than UA's. (On the web, UA's a beast of its own.)
At the airports, it can be just about a wash and seems to vary by station.
After the flight, UA's customer service seems more willing to be generous with service recovery (i.e., compensation), upon customer-initiated contact, than AA.
General member here AA & UA with recent experience contacting both via web. Wrote UA with some significant multiplying gripes on a lengthy Hawaii circle itinerary, quite pricey tickets for econo class. Email was ignored, never got a response other than the "we got your message" autoresponse that comes a few hours later. Repeat, no human response. Wrote AA with a couple minor issues on a plain-Jane low cost r/t to the Caribbean. Got very nice handcrafted email back and significant voucher in the mail.
I do agree that AA stands to gain a little in the at-airport service area but UA's India call center is a joke. No self respecting flyer would subject himself to that.
/pbz