Processing a complaint - how long?
Feb 7, 2011 | 3:56 pm
#1
Original Poster
Join Date: Oct 2009
Location: Houston, TX
Programs: UA 1MM Premier Gold, DL Silver Medallion, HHonors Gold, Marriot Rewards Gold
Posts: 660
Processing a complaint - how long?
I sent a complaint to CO a month ago and received an e-mail shortly after that they have received it.
Should I call and ask or just wait?
What's the normal processing time?
Should I call and ask or just wait?
What's the normal processing time?
Feb 7, 2011 | 4:07 pm
#2
formerly known as felinaar
Join Date: Jan 2010
Location: SEA
Programs: UA Plat, AA Gold, AS MVPG, Hyatt Diamond, Hilton Diamond, SPG Gold
Posts: 612
CO in general does not seem to place much importance on your comfort or convenience as a passenger. Every time I complain, it takes a couple weeks before I get a form letter saying, "That's too bad."
It's also the one airline I know that hangs up on you when you try to call in during weather delays and cancellations.
It's also the one airline I know that hangs up on you when you try to call in during weather delays and cancellations.
Feb 7, 2011 | 4:14 pm
#3
FlyerTalk Evangelist
Join Date: Feb 2002
Location: San Francisco/Tel Aviv/YYZ
Programs: CO 1K-MM
Posts: 10,859
CO doesn't generally answer email complaints. Your best bet is to call the inappropriately named 1800-WECARE2, and while someone will answer the phone and listen to your complaint, they are generally not impowered to do anything about it.
Feb 7, 2011 | 7:49 pm
#4
Join Date: Jun 2006
Location: SJC/SFO
Programs: UA lifetime gold; Hilton Gold; Marriott/SPG Plat; Hyatt Discoverist
Posts: 2,959
You are a Plat with onepass and I am surprised that you are still waiting and counting on a response.
If it is truly significant then call them; send a letter to the CEO's office and to customer service. Write another e-mail and call the phone given earlier.
I have found that you have to attempt several contacts before something is actually done.
If it is not very significant (like the 500 miles they owe me from an Austrian flight) I just give up and try to forget about it (very hard to forget).
If it is truly significant then call them; send a letter to the CEO's office and to customer service. Write another e-mail and call the phone given earlier.
I have found that you have to attempt several contacts before something is actually done.
If it is not very significant (like the 500 miles they owe me from an Austrian flight) I just give up and try to forget about it (very hard to forget).