Customer Service Response Time
Apr 26, 2012, 11:25 am
#16
Suspended
Join Date: Jul 2010
Location: JHW
Programs: United Premier 1K, GE/Nexus, Hertz Pres Circle, Marriott Platinum, Hilton Diamond, Holiday Inn Plat
Posts: 462
Apr 26, 2012, 12:12 pm
#17
In Memoriam, FlyerTalk Evangelist
Join Date: Jul 2002
Location: Durham, NC (RDU/GSO/CLT)
Programs: AA EXP/MM, DL GM, UA Platinum, HH DIA, Hyatt Explorist, IHG Platinum, Marriott Titanium, Hertz PC
Posts: 33,857
I sent an email to the United Club in early February and they got back to me two months later 
May 22, 2012, 5:47 pm
#18
Join Date: Aug 2009
Location: NYC
Programs: UA Gold, Delta Gold, AA Plat
Posts: 1,269
Why Spirit Airlines is the new United, sort of.
When writing emails to United, I used to get an answer within a couple days. Right now I am still waiting for a respond to an email i send out weeks ago. Yesterday, I send an email to Spirit Airlines regarding missing miles. It used to take weeks to hear back from them. This time, I received an answer within 12 hours and bonus miles were posted right away. How times have changed.
May 25, 2012, 11:38 am
#20
Moderator, Omni, Omni/PR, Omni/Games, FlyerTalk Posting Legend
Join Date: Oct 2004
Location: Between DCA and IAD
Programs: UA 1K MM; Hilton Diamond
Posts: 67,406
My last couple of communications have gotten responses within 10 days; one may have gotten a response within 2 days (it's not clear to me which note I sent they were responding to--one I'd sent 10 days earlier, or one I'd sent 2 days earlier as a follow-up).
May 25, 2012, 11:41 am
#21
In Memoriam, FlyerTalk Evangelist
Join Date: Jul 2002
Location: Durham, NC (RDU/GSO/CLT)
Programs: AA EXP/MM, DL GM, UA Platinum, HH DIA, Hyatt Explorist, IHG Platinum, Marriott Titanium, Hertz PC
Posts: 33,857
My last complaint was emailed May 2nd and responded to (if you can call it that) on May 18th.
Jun 21, 2012, 11:02 am
#22
Join Date: Mar 2010
Posts: 297
How long does it take for reply from United re complaint
I contacted United gold department to complain re special meal which was missing on my business class flight from ICN - SFO (for 2 pax)
How long can I expect to wait before hearing from them?
Any idea what type of compensation I might expect?
Thanks
How long can I expect to wait before hearing from them?
Any idea what type of compensation I might expect?
Thanks
Jun 21, 2012, 5:43 pm
#24
Join Date: Aug 2006
Location: near to SFO and LHR
Programs: BA Gold, B6 Mosiac, VS, AA, DL (and a legacy UA 2MM)
Posts: 2,278
I've read on here that response times have been getting shorter, at least for more serious things like missing re-credits etc.
The 1K line seems to be down to less than a week, based on one minor complaint I had recently.
The 1K line seems to be down to less than a week, based on one minor complaint I had recently.
Jun 21, 2012, 5:48 pm
#25
Join Date: Jul 2009
Location: SFO
Programs: UA--no longer 2P as of 3/2012 and don't even care. Never thought I'd say that.
Posts: 785
Jun 21, 2012, 6:10 pm
#26
Join Date: Apr 2005
Location: DEN
Programs: Free checked in bag on UA & DL. Free icecream at Marriott checkin.
Posts: 2,862
Jun 22, 2012, 7:24 am
#27
Join Date: Sep 2005
Location: New York, NY
Programs: United Platinum, Hilton Gold
Posts: 281
On a related note, I called the Premier line this morning about 4:30am EST. They said the expected hold time was 15-20 min! I was shocked at such a long hold time in the middle of the night. I went back to bed and then called about 6:15am and got an expected time of 20-25 min.
Jun 22, 2012, 9:49 am
#28
Join Date: Jan 2009
Location: TUL
Programs: AA EXP 2MM; Marriott Titanium; Hilton Diamond; Vistana Chairman
Posts: 6,178
On June 14, I received the following email:
Dear Mr. controller1:
I apologize for the delay in this response.
It appears the issue described has been corrected and you may view the details at www.mileageplus.com.
Regards,
XXXX XXXXXX
MileagePlus service Center
This was in response to an email I sent on March 15 pertaining to an incorrect crediting of mileage from a March 7 flight. So this response took three months. And yes I realize it was right after 3/3.
Dear Mr. controller1:
I apologize for the delay in this response.
It appears the issue described has been corrected and you may view the details at www.mileageplus.com.
Regards,
XXXX XXXXXX
MileagePlus service Center
This was in response to an email I sent on March 15 pertaining to an incorrect crediting of mileage from a March 7 flight. So this response took three months. And yes I realize it was right after 3/3.
Jun 22, 2012, 10:49 am
#29
Moderator, Omni, Omni/PR, Omni/Games, FlyerTalk Posting Legend
Join Date: Oct 2004
Location: Between DCA and IAD
Programs: UA 1K MM; Hilton Diamond
Posts: 67,406
It seems like compliments sent in get lowest priority, or else no response at all. I'm going on 5 days after a recent compliment with no response, and another which I specifically followed-up on and indicated that I do at least like to know the compliment has been received and hopefully passed on to the appropriate folks has never received a response after more than two months.
Well, I do have a complaint e-mail I've been itching to send...
Well, I do have a complaint e-mail I've been itching to send...
Jun 26, 2012, 7:32 pm
#30
Join Date: Jul 2010
Location: Oregon
Programs: UA 1K - million miler
Posts: 61
"Customer service" response time
I filed a complaint on their website (cancelled TAL flight) and have not heard back in over one week. Last time (April) took them 6 weeks - what is the current wait time?
PS: Why does UA hate their customers this much?
PS: Why does UA hate their customers this much?