Differences between Gold and Silver Line
 

I must say wow...it feels like there is a huge difference in calling the gold line vs the silver line. There is no need to hit any annoying buttons in the menu or wait - enter your number and get a person. It also seems like they care just that much more...

I love it!

Gary

I believe it's been mentioned in other posts here that the Silver "line" really just pushes you to the front of the queue in the regular call center (to a regular agent).

Gold and Platnium lines are routed (during business hours) to a different facility entirely, with dedicated and specially trained staff.

First it takes much less time to get an agent. I once had to wait 25 minutes to get an agent through the silver line.

Second, most of the agents are very friendly by calling your last name like "What can I do for you, Mr. UA vs NW?"

Third, the majority of the agents there are very knowledgable and helpful, thougth I did meet some agents that seem not too familiar with some general requests.

Anyway, the Gold and Platinum line is really an excellent attempt by NW. I always say something like "Thank you so much, you guys are wonderful" to end my call.