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CO confirms extremely high contact center call volumes !

CO confirms extremely high contact center call volumes !

 
Old Feb 22, 12, 6:43 pm
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Exclamation CO confirms extremely high contact center call volumes !

On continental.com, on Feb.22 Continental confirms extremely high call volumes at their Contact Centers.

This information is posted on their "Important Notices" link from the homepage.

Continental acknowledges waits that can exceed an hour.
Be aware of this, especially when on a tight schedule !


Here is the direct link to the information:

http://www.continental.com/CMS/en-US...-772-2045-1-11


Happy flying. Hopefully you will visit FT while waiting for CO to answer.

Last edited by IAHCOPLAT; Feb 23, 12 at 2:22 am Reason: Sulley never taught me how to spell correctly
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Old Feb 22, 12, 6:51 pm
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In other news, the company has confirmed today that they're hiring hundreds of new agents... all in the US!!!

IAH and SLC on the CO side, and ORDRR, DTWRR, and HNLRR on the UA side!
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Old Feb 22, 12, 7:14 pm
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Originally Posted by Sulley View Post
In other news, the company has confirmed today that they're hiring hundreds of new agents... all in the US!!!

IAH and SLC on the CO side, and ORDRR, DTWRR, and HNLRR on the UA side!
wouldn't it have just been cheaper to stick with fastair?
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Old Feb 22, 12, 7:23 pm
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Originally Posted by Sulley View Post
In other news, the company has confirmed today that they're hiring hundreds of new agents... all in the US!!!

IAH and SLC on the CO side, and ORDRR, DTWRR, and HNLRR on the UA side!
So does this mean the off-shore UA call centers are going bye-bye ?! They are the worst!

Worldspan
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Old Feb 22, 12, 7:25 pm
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Originally Posted by travel.flier View Post
wouldn't it have just been cheaper to stick with fastair?
RES agents don't use FastAir.
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Old Feb 22, 12, 7:26 pm
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In other news, the company has confirmed today that they're hiring hundreds of new agents... all in the US!!! IAH and SLC on the CO side, and ORDRR, DTWRR, and HNLRR on the UA side!
Very good news! Is there a source article somewhere?

Originally Posted by travel.flier View Post
wouldn't it have just been cheaper to stick with fastair?
Do the reservations agents even use FASTAIR? IIRC I read that the res agents used a different system or UI.

Also hoping that insourcing more res agents will actually improve customer service!
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Old Feb 22, 12, 7:29 pm
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My typical wait on multiple phone calls to Onepass was easily over 45 minutes each this week. At about 100 minutes I decide to give up.
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Old Feb 22, 12, 7:34 pm
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Originally Posted by worldspan View Post
So does this mean the off-shore UA call centers are going bye-bye ?! They are the worst!

Worldspan
I'd say eventually yes, but no announcement.

PHLGovFlyer - just an e-mail to RES employees. They have already posted some positions on the UA career page with more coming.

Last edited by Sulley; Feb 22, 12 at 7:39 pm
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Old Feb 22, 12, 7:58 pm
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It will take more than 100's of new agents to fix the mess. From what I have experienced in the last 3 weeks (23 flights), CO's computer system is falling apart.

I did not get emails to check-in for 10 of my 11 originating flights. I had trouble getting boarding passes, the record was asking 6 different GA & TA before obtaining one set of boarding passes. Even though I used the CO site to book, I had to use the United confirmation #'s to get boarding passes. There was alot of finger pointing - it was the rare (exceptional) agent that was able to print my boarding passes (no, the quik machines rarely worked or they would short me - 2 boarding passes instead of 4 - mostly the machines told me to talk to an agent!!)

After 3 emails and a week's time my OP acct finally showed my Silver status. To bad it doesn't work when I book tickets - I still get charged for selecting premium seats.

I also have not received my Elite bonus miles for my last flight - about 800m.

I am now up to 4 emails to CO - none answered.

Last edited by uaflr; Feb 22, 12 at 8:00 pm Reason: sp
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Old Feb 22, 12, 9:32 pm
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It's good to see that they're hiring additional agents.

It's also good to see CO start to own up to its problems like this. It's the first step to recovery.
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Old Feb 23, 12, 3:17 am
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Originally Posted by channa View Post
It's good to see that they're hiring additional agents.

It's also good to see CO start to own up to its problems like this. It's the first step to recovery.
Agreed channa. Perhaps some in CO/UA management have finally listened to the FTers
who have been posting for quite some time about these long waits when phoning.
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Old Feb 23, 12, 4:46 am
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Not quite "hundreds". Over 1 hundred, less than 2. I've seen (2) sources, one says 150, the other, 175.
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Old Feb 23, 12, 8:39 am
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Originally Posted by fastair View Post
Not quite "hundreds". Over 1 hundred, less than 2. I've seen (2) sources, one says 150, the other, 175.
Hmm, earlier in the morning I heard over 300. Now I'm hearing the same as you.

Still... 150-175 is great news, especially for customers and for new jobs here in the US.
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Old Feb 23, 12, 12:57 pm
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I am delighted to hear they are hiring more agents...the funny (not) thing is that, just last week, our UA sales rep told us that he was assured by his managers that there has not been any problems or delays in calling CO's contact centers...elite or non-elite!!...The four people is the room just looked at each other in stupefied amazement!

Last week, I was informed that Res agents are going to be bearing some of the load previously carried by UA CSRs at airports with the changeover to SHARES...could this be the rationale of the new hires? If it is, isn't it "too little , too late"?
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Old Feb 23, 12, 1:16 pm
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Just a hunch, but did a bunch of CO agents get pulled from regular duty and get assigned to the integration desk? Not making any excuses, but perhaps a thought.


UAFLR-

When is the flight you are seeking ELR seats for? If after 3/3, as a Silver, you would not be eligible to select these seats until checkin. Perhaps the system is seeing that, and which is why you cannot select them?
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