Wait until the folks in India start the conversion to SHARES....

I understand that the call center has a front-end to SHARES which is quite reasonable.

It's the GAs (and airport customers as a result) who really have to suffer with SHARES.

Which line are you calling? The plat elite line is generally quick, i.e., within 1-2 minutes, the Consumer Relations line was 25 minutes or more tonight, and the One Pass Service Center was 35 minutes. They are clearly working understaffed and not accomplishing much. I was on hold off an on for over an hour trying to book a straightforward itinerary combined with a reward ticket for my son. During that time, the price of the flight went from $948 to over $1400, and they refused to book it for the lower amount (thus the call to the Customer Service Center). While doing that, the reward availability "disappeared." Fun night with CO.

Called the CO Elite line last Sunday and the announced wait time was over 90 minutes. The recording pointed to an offer of CO calling back and one would not lose it's spot in line. Instead I called the UA 1K line which was answered instantly.

Question - does it do any good to call the UA 1K line if your issue is primarily a CO flight or OnePass issue?

Are they able to look at your PMCO info from 1K?

It was a CO flight in my case, but it also had a UA confirmation #, they were able to solve it using the special integration"desk". And the 1K agent was very friendly and helpful to boot. Not sure, though, if a OnePass issue could be resolved his way.

is there a difference between the platinum line and the elite line? maybe i'm calling the wrong place. i always thought they were the same.

My goodness, the CO (Gold) elite line seems to have a 90 minutes on hold time also today... A bit insane.

The 1P line picks up in 30 seconds. What a difference.

It's really hard to deny so many posters saying the same thing, PMCO included. So the typical vendetta response is really meaningless for you here... They are poorly staffed, or have major system issues. This type of poor service will lose more customers than anything else they have done in this merger.

It needs fixing, not excuses.

So how come every single person I know who is elite on CO, and huge numbers of others that post here, can get through consistently in seconds, or a small number of minutes at most? Not once have I waited more than a few minutes (during a major blizzard - still well under 10min). Statistically you would think I'd have been hit with one of these 90min hold times by now :)

This has nothing to do with a vendetta - I genuinely believe there has been a huge influx of new CO elites posting here who are (a) calling the wrong number or (b) using the voice recognition system which isn't picking up their number correctly. Are there some systems issues too? I'm sure there are. But there's just too big a gulf between the near flawless experience that so many people consistently have, and the angry posters here for me to believe that there is some major flaw in the system that is consistently stopping people from being able to connect quickly.

Good reasons to hope the UA phone system is used going forward -- no special secret phone numbers, but still offers priority routing for elites.

I don't know the answers to your questions. I do, however, think we should not discount so many first hand reports... Apparently YMMV.

I have called the general line, elite line, and the OPSC... And had the elite line transfer me- all with ridiculous wait times. One elite call was picked up quickly. I don't know whTs going on, but the service is far too slow. Elite or not.

The number is printed on your card. But yet there's been plenty of posters here with long wait times who showed the number they'd been using - a completely different one that they found somewhere on the Internet. Maybe the UA phone system is great and if it is, I certainly hope that's what is used going forwards. I've got no allegiance to a phone system ;)

20 minutes and counting... this is really unnerving as an elite. I've never waited this long on hold on United.

Heck, yesterday I called USAir for a friend and the line was answered in less than a minute.

ETA: For the love of everything holy... the woman picked up and told me she doesn't deal with Platinum members and that she was transferring me to someone that could. Did that before I could say anything.... is this the new norm?

Back on hold...

What were you calling? The elite line (number printed on your OP card)? OPSC? Something else?