Customer Service Response Time
Jul 18, 2012, 2:10 pm
#47
Join Date: Jun 2002
Location: Southern California, GVA, SIN, LHR, BRU, CDG
Programs: UA LT GS 4.12MM (4.08MM BIS), AA EXP 1.86MM ,DL DM 1.1MM, HH LT Diamond, SPG Platinum
Posts: 1,182
I experienced the same last week...I had a minor issue with my AA account, I sent an e-mail with my request and I received an almost immediate personal e-mail response within 15 minutes...followed by a telephone call the next day from AA CS making sure my issue was handled properly and thanking me for my business.
If AA can provide this service, why can't UA...In the "old" days UA did offer excellent CS to elites...I remember being told by my favorite CTO agent that as long as it was not against the law, they would do it for me!! Now all UA can offer is "no" or a hour+ on the phone to accomplish even the simplest things. Sad, Sad, Sad!!
If AA can provide this service, why can't UA...In the "old" days UA did offer excellent CS to elites...I remember being told by my favorite CTO agent that as long as it was not against the law, they would do it for me!! Now all UA can offer is "no" or a hour+ on the phone to accomplish even the simplest things. Sad, Sad, Sad!!
Jul 18, 2012, 2:21 pm
#49
FlyerTalk Evangelist
Join Date: Jul 1999
Location: ORD/MDW
Programs: BA/AA/AS/B6/WN/ UA/HH/MR and more like 'em but most felicitously & importantly MUCCI
Posts: 19,725
For me, email sent 8 June, reply received 17 July.
On another case, formal paper letter sent to Rapid City service center 25 June, dead silence so far.
On another case, formal paper letter sent to Rapid City service center 25 June, dead silence so far.
Jul 18, 2012, 2:44 pm
#50
Join Date: Jun 2005
Posts: 4,645
It's taking me a few weeks to get responses from AA and each email says they cannot help me and tells me to call reservations. So far, I'm not so impressed with them.
Jul 18, 2012, 2:46 pm
#51
Join Date: Aug 2006
Location: US
Programs: AA/UA/DL
Posts: 2,783
Jul 18, 2012, 3:19 pm
#53
Join Date: Apr 2008
Location: LAX NYC
Programs: UA 1K 3.01MM, Global Entry, RCC LIFETIME (pd $2k in '90)), HH GOLD, Pan Am Clipper Club Lifetime
Posts: 178
Took them 3 months to respond to my initial situation which, of course, they didn't even read but sent a robo-response. Resubmitted my request and its been over 4 weeks. Geesh....
Jul 18, 2012, 3:37 pm
#54
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: 67,409
I suspect between the 25k bonus clawbacks plus the 4 mile HKG awards fiasco, UA Customer Service's backlog is only going to grow...
Jul 18, 2012, 4:10 pm
#55
Join Date: Jun 2005
Posts: 4,645
I have just been upgraded to EXP with them on a status match. Literally, 5 minutes after I posted my prior message about how slow they have been, someone from AA called me to discuss the issues I was asking them about. They must be reading this forum. ;-) She was really nice but, in the end, couldn't help me with anything. Not so sure how much greener the grass really is at AA.
They gave me a status match with 8 SWUs to be earned after flying 45K EQM, I tried to negotiate for SWUs up-front, she said they only did that for a 5-day window in the beginning, not since.
They gave me a status match with 8 SWUs to be earned after flying 45K EQM, I tried to negotiate for SWUs up-front, she said they only did that for a 5-day window in the beginning, not since.
Jul 24, 2012, 11:53 am
#56
Join Date: Dec 2009
Location: Colorado Springs
Programs: UAMP Gold Million Miler; American, Delta, Southwest; Hilton Diamond; Hyatt; Marriott, A-Plus
Posts: 33
What to do When UA/CO Customer Service Does Not Respond?
Looking for some simple advice from the folks here. I had a nightmare scenario about a month ago and I sent a letter through the United Website on 5 July. Have not hear a word back other than the return email saying they got my email.
What is the recommendation for the next step? Since I am now a mere mortal lifetime Premier Exec Million Miler, I know I am not going to get the same level of service as when I was 1K.
Thanks for your help.
What is the recommendation for the next step? Since I am now a mere mortal lifetime Premier Exec Million Miler, I know I am not going to get the same level of service as when I was 1K.
Thanks for your help.
Jul 24, 2012, 11:55 am
#57
Join Date: Dec 2001
Location: Washington, DC, USA
Programs: UA-1Kmm, AA-EX Plt mm-, Hilton Diamond,
Posts: 1,093
1K members don't get much better service either these days in my experience
I imagine they will reply to you eventually but the response may not be what you had formerly come to expect.
I imagine they will reply to you eventually but the response may not be what you had formerly come to expect.
Jul 24, 2012, 12:00 pm
#58
Join Date: Apr 2005
Location: MBS/FNT/LAN
Programs: UA 1K, HH Gold, Mariott Gold
Posts: 9,640
http://www.flyertalk.com/forum/unite...onse-time.html
Sit tight, its running about a month for a CS response... could be more now with folks bombarding CS about the HKG mistake.
What is the recommendation for the next step?
Aug 22, 2012, 10:51 am
#59
Join Date: Dec 2004
Programs: Burrito Elito
Posts: 170
What's up with customer care?
What is a normal response time for customer care to resolve an issue? Long story short, I was downgraded on the outbound leg of a domestic F award.
Phone agents and mp agents were not able to process a partial mileage refund and said I had to go through customer care which has no phone number, only a web form. I submitted this almost a month ago and so far it's been nothing but crickets. How long should I wait before following up and who should I follow up with since the phone agents haven't been able to do anything?
Thanks.
Phone agents and mp agents were not able to process a partial mileage refund and said I had to go through customer care which has no phone number, only a web form. I submitted this almost a month ago and so far it's been nothing but crickets. How long should I wait before following up and who should I follow up with since the phone agents haven't been able to do anything?
Thanks.
Aug 22, 2012, 11:16 am
#60
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: 67,409
Sounds about right.
Two reasons:
Two reasons:
- Lots of people are complaining / otherwise contacting customer service these days--so they're really behind.
- PMCO had a reputation for de-emphasizing customer service, which is probably reflective of an overall policy stance which has carried over to COdbaUA.