Customer Service Response Time
Jun 26, 2012, 7:54 pm
#31
Join Date: Feb 2011
Location: DEN
Programs: United Premier 1K, Marriott Platinum, Frontier, Delta, Hertz Gold, National Emerald Club
Posts: 928
Unknown. Picking up the phone is probably your best bet.
On "Customer Care" issues, I have yet to get a single response via the Customer Care email or the "appreciation" link, after multiple attempts. SO . . . I need to take my own advice!
On "Customer Care" issues, I have yet to get a single response via the Customer Care email or the "appreciation" link, after multiple attempts. SO . . . I need to take my own advice!
Jun 26, 2012, 8:00 pm
#32
Join Date: Apr 2004
Location: Central Virginia
Programs: UA 2MM
Posts: 1,231
Personal opinion, UA does not "hate" their customers!!!
Jun 26, 2012, 8:24 pm
#33
Join Date: Jul 2010
Location: Oregon
Programs: UA 1K - million miler
Posts: 61
Flown almst 50k on UA metal YTD - have not expirienced what I would consider CS - treatment and (lack of) communication is unacceptable. Calling makes no sense, last time I had to listen to a distressed CS agent. Glad you had better experience - I don't. Seems though that I am not the only one...
Why would an airline treat their customers this way?
Jun 26, 2012, 8:31 pm
#34
Join Date: Jan 2012
Location: PEK/NYC
Programs: UA Gold / *A Gold
Posts: 153
Refund issue
Since the merger, the e-mail address for the refund (which I consider a customer service issue) does not work.
My only choice was to send a fax. Average wait times between replies is about 3 weeks. For an issue that arose in March (father's failing health, wavier of $ 250 international ticket change fee as per United's policy), I am still waiting the refunds.
While some of the replies seem to have been somewhat non-responsive, I would not say they were indicative of "hate the customer", but it is frustrating it is taking so long.
Telephone CSR can't help with refund requests, and the website form for following up my request does not show any status updates. I last resubmitted about 15 days ago using the feedback webpage (and the fax number).
Yes, I am frustrated, but still willing to give them more time. I am however thinking of sending a PM to UAinsider if this goes on much longer.
My only choice was to send a fax. Average wait times between replies is about 3 weeks. For an issue that arose in March (father's failing health, wavier of $ 250 international ticket change fee as per United's policy), I am still waiting the refunds.
While some of the replies seem to have been somewhat non-responsive, I would not say they were indicative of "hate the customer", but it is frustrating it is taking so long.
Telephone CSR can't help with refund requests, and the website form for following up my request does not show any status updates. I last resubmitted about 15 days ago using the feedback webpage (and the fax number).
Yes, I am frustrated, but still willing to give them more time. I am however thinking of sending a PM to UAinsider if this goes on much longer.
Jun 30, 2012, 11:56 am
#35
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
"Instant" 1K response - a good sign for the future?
Regarding a 1K Voice response - the second good thing like this that's happened in the last two weeks.
Wrote to 1K Voice regarding a refund that hadn't been received for upgrades purchased on a later-cancelled flight. I wrote last night and by this morning the refunds (including UK tax) were received - amazing... I had not looked forward to spending time on the phone explaining everything, esp after I had described everything completely and succinctly in the email. Pleasantly surprised and hope this portends well for the future!
Wrote to 1K Voice regarding a refund that hadn't been received for upgrades purchased on a later-cancelled flight. I wrote last night and by this morning the refunds (including UK tax) were received - amazing... I had not looked forward to spending time on the phone explaining everything, esp after I had described everything completely and succinctly in the email. Pleasantly surprised and hope this portends well for the future!
Jun 30, 2012, 12:08 pm
#36
Join Date: Apr 2008
Location: Notre Dame, Indiana
Programs: UA 1K MM, Lifetime UA Club, Marriott Ambassador, Hilton Diamond, Nat'l Executive Elite, Hertz Gold
Posts: 45
YMMV ... I had 5 trips in June, the last starting today. 4 out the 5 -- yes -- suffered IRROP (all mechanical or crew -- none weather). I decided to write in after each one, asking for an explanation of what seemed implausible to me. No response. It's been 3 weeks since the first email.
Jun 30, 2012, 12:52 pm
#37
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
YMMV ... I had 5 trips in June, the last starting today. 4 out the 5 -- yes -- suffered IRROP (all mechanical or crew -- none weather). I decided to write in after each one, asking for an explanation of what seemed implausible to me. No response. It's been 3 weeks since the first email.
Jul 18, 2012, 1:45 pm
#38
Join Date: Aug 2009
Location: NYC
Programs: UA Gold, Delta Gold, AA Plat
Posts: 1,269
AA answered my email in 13 minutes
talking about customer service: just send an email to american airlines, got an answer within 13 minutes. i am still waiting for an answer to an email that i send to united about a month ago.
Jul 18, 2012, 1:47 pm
#39
Join Date: Nov 2006
Location: SFO South Bay
Programs: UA 2MM
Posts: 3,052
Hmmm. As a GS, it typically takes 3 weeks or more to get a response from my emails. It is getting better, but still. 13 minutes vs 20 days. Slight edge to AA, huh?
Jul 18, 2012, 1:52 pm
#44
Join Date: Dec 2007
Location: Las Vegas
Programs: DL Platinum, AA Lifetime Gold, Hilton Diamond, Marriott Platinum, Radisson Premium
Posts: 6,642
Wirelessly posted (Mozilla/5.0 (iPhone; CPU iPhone OS 5_1_1 like Mac OS X) AppleWebKit/534.46 (KHTML, like Gecko) Version/5.1 Mobile/9B206 Safari/7534.48.3)
I got ya beat
Last email I sent to AAdvantage CS was answered in under 5 minutes (along w/ compensation for the issue). I think United doesn't invest well in CS staffing or prioritize elites in answering emails. I also think that at least based on DOT data, they probably receive a heck of a lot more complaints than AA does
I got ya beat
Last email I sent to AAdvantage CS was answered in under 5 minutes (along w/ compensation for the issue). I think United doesn't invest well in CS staffing or prioritize elites in answering emails. I also think that at least based on DOT data, they probably receive a heck of a lot more complaints than AA does
Jul 18, 2012, 1:55 pm
#45
Join Date: Aug 2009
Location: NYC
Programs: UA Gold, Delta Gold, AA Plat
Posts: 1,269