Poor Customer Service from UA
 

I have been a Frequent Flyer member with United Airlines since back when Pan Am went out of business. I fly globally with United, was a Premier member, always flying First Class. Now that I do not fly globally on business, their Customer Service seems also to have gone out of business. When they sent out in the mail Customer Statements, my wife received one but I did not! I wrote them saying that I did not receive a statement and requesting that they send one to me. I did NOT receive a statement from them ... not even acknowedgement of my letter! So much for their Customer Service Department.

While, customer service has gone done in GENERAL with all the airlines -- I think United is one of the better customer oriented airlines. I defected from American, and I have had all my problems resolved to my satisfaction. As with any program though they only really pay attention to the Premier 1ks and Execs.

Phil

I dunno... I like flying United, but is a toll-free number for Milage Plus service *really* asking too much?

They have a toll free number for PEs and
1K. You can also send them an email through
the United web site.

You can also view your mileage summary
through their web site www.ual.com
The summary is fairly detailed but is
missing activity for upto the last two weeks.

There IS a toll-free Mileage Plus customer service phone number for all Premier members (including basic Premier members who don't fly enough for 1K and Exec). The phone number is on the back of the Premier card.

Overall, I have been really impressed with United's customer service. Occasionally there might be some agents with nasty attitude. The solution to that is take down the person's name and work location (ask them for it), and write a letter (e-mail on the United website www.ual.com or snailmail) to let them know. If you have an elite status, mention that in the letter and include your mileage plus number to increase your leverage and chance for a response. Often UA will respond with an apology letter and (occasionally) a "we're sorry" discount gift certificate good for future UA flights.

I am not a very frequent flyer on United because the available routes from my home are not convenient; however, I recently had occasion to use them and had one of my worst trips ever. I wrote an email through their website, and included my Mileage Plus number and have not received a response or acknowledgement in over two weeks.

It seems that their friendly skies are not so friendly anymore.