Originally Posted by
rogodwin
I mostly fly AA, but occasionally use UA. I had an October RT ONT to ABQ flight and got notice of a schedule change with me arriving nearly 4 hours later on the return. I called and got the all too frequent India support. I asked if I could cancel and get my money back without fee. When told I could, I cancelled. No effort was made to provide alternate flights -- I knew there were no good ones, but did not say so. Presumeablely the India agent has no real interest in the fate of UA.
I booked Southwest at a slightly higher price, but a much better schedule -- and I get peanuts.
In contrast when I had a similar situation with AA, I got an American agent, maybe because of my platinum status. She worked with me and I got an acceptable alternate and they got to keep my money.
agreed the india support is not great, but then i believe most other consumer companies have also offshored as well. Cost savings must equal of exceed the lost business. Most folks who don't have status expect to hang on hold... joy joy. last time I called AA I gave us after 15 minutes, had to have my secretary wait on hold, to get no help. I just started booking any AA travel via AS so I could use their 800 line which is much better... (then gave up entirely when my AS status got me nothing on AA).
I am 1K, get HNL call center, always always helpful... sounds like you get the same on AA....