tanlines

Agreed.

And it's not like call center metrics are some nebulous immeasurable quantity.
With the sophisticated software available nowadays, it's quite easy to
determine all the relevant metrics... wait time, call length, escalations, etc.

channa

This shouldn't happen through the Elite line. Did you verify that you were talking to a bona fide Elite agent who can transfer you to the Elite OPSC number? If not, you may have been transferred to the regular OPSC number, as only Elite agents can transfer to the Elite OPSC number.

tanlines

who knows, anymore..... I called the elite line... spent about 12 minutes on hold waiting for the first agent. they *said* they transferred me to the elite OPSC, but who knows... 48 minutes on hold waiting for *that* person, and then they had to transfer me to "a manager", and that was another 5 minutes on hold.

The last two both said they were "inundated" with calls this week, and that
it had been a "very long day."

iluvairlines

Wow, that's never happened to me as a elite, and i hope it NEVER will

GlobalSTL

I am praying that we end up with the United 1K customer service team post this merger. All I can say is that CO Plat is an awful disgrace for servicing. The Platinum email support has taking almost three MONTHS to resolve an issue - it took almost one MONTH to acknowledge my original email - and then I was told it was forwarded for further investigation.

Compare that with 1KVoice which regularly responds in a matter of days 2-3 and you get a response wich is in some way coorelated with your actual inquiry! From what I can see -- I don't know how anyone can think the CO side of the shop is the model to copy. We have now fully degraded the check-in / elite experience...I pray that service is not next!

Another interestign tidbid - the LAX "United Club" on the CO side (terminal six?) does not realise they are a United Club. I entered with a boarding pass to SYD and they asked if I wanted to visit the United Club - when I pointed out the sing above the agents head she said ... oh they just changed the name. It took the agent at LAX almost 10 minutes to figure out how to check in this United 1K...she did not even know what 1K was and I had to pull out my card to prove that 1K = Star Gold. Who is running the training for the mob -- just incredibly incompentant from what I can see!

edcho

From my experience, those people are pretty incompetent. The first (and last) time they touched my ticket, they printed me a paper ticket (instead of an eticket) and lost all my seating assignments.

iluvairlines

I don't believe that there is a "plat" or "gold" or "silver" email for co, its just [email protected] for everyone..
They sometimes respond in one week, but sometimes take months.....
It's so wierd....

mduell

Why not go to the much larger, recently refurbed UA Club in T7?

edcho

Sometimes (i.e. like right after a marathon), you want to do minimal walking. That walk between T6 and T7 might not be that big but after running 26.2 miles, it feels like trying to cross the atlantic ocean by foot.

cwpfly

Fifty-seven minutes on hold - once I finally was allowed into the queue and not disconnected at the outset because they are busy. What an embarrassment.

iluvairlines

Wow... I got through today in 59 seconds through the plat line...
Now.. geting to the plat line took 3 mins.

bobsagetti

Gave up after 75 mins. Next time I'll try the elite number and see if that helps.

iluvairlines

Haha ofcourse it helps...
When you call the elite line, they put you at the first of the line for the OPSC..
always do that, i always get through in less than a min.

SFO22

Jeffrey T. Foland
Executive Vice President and
President Mileage Plus Holdings
United Airlines
77 West Wacker Drive
Chicago, IL 60601
TEL: (312) 997-8144
email: [email protected]

SANDIEGO

On Dec 30, I got the "call Alex" and then was disconnected, called back 5 times and the same thing happened. But on the 6th call I got through.

Held 45 minutes and was helped.