Customer Service Response Time
Aug 22, 2012, 11:57 am
#62
Join Date: Dec 2003
Location: DC|NYC
Programs: UA GS, DL Plat, Marriott Bonvoy LIfetime Titanium/SPG refugee, Hertz Prez, Amtrak Select
Posts: 3,201
One reference point: I sent an email on July 4 and got a response on August 7. I'm a 1K and it was regarding a $6000 J ticket. Not that I think the last two pieces of information matter to the new UA.
Aug 22, 2012, 1:41 pm
#64
Join Date: Oct 2007
Location: Dubai / NYC
Programs: EK-IO, UA-1K2MM, ETIHAD-GOLD, SPG-PLAT LIFETIME, JUMEIRAH SERIUS GOLD
Posts: 5,220
Sending complaint to Cust care - response in 4 weeks
Sending complaint to 1KVoice - response in 3 weeks
Sending Complaint directly to SMI/J - response BY PHONE within 48 hours
Sending complaint to 1KVoice - response in 3 weeks
Sending Complaint directly to SMI/J - response BY PHONE within 48 hours
Sep 9, 2012, 12:54 pm
#65
Join Date: Jun 2011
Location: AL
Programs: All of the Above
Posts: 1,374
Email Complaint Response Time?
I was just curious about a typical response time from UA regarding a complaint email. I emailed a general question email last Saturday (8 days ago), and never heard back anything. I then emailed a complaint email 5 days ago, and still no response. The "thanks for sending us an email" that I received back just said they would respond to me "soon". I searched and couldn't find anything relating to response times from UA.
Sep 9, 2012, 1:02 pm
#66
FlyerTalk Evangelist
Join Date: Jan 2012
Location: Northern Calif./Eastern Ida.
Programs: Amethyst Premier Plutonium Medallion
Posts: 20,734
I was just curious about a typical response time from UA regarding a complaint email. I emailed a general question email last Saturday (8 days ago), and never heard back anything. I then emailed a complaint email 5 days ago, and still no response. The "thanks for sending us an email" that I received back just said they would respond to me "soon". I searched and couldn't find anything relating to response times from UA.
Sep 9, 2012, 1:43 pm
#67
Join Date: Nov 2007
Posts: 232
I was just curious about a typical response time from UA regarding a complaint email. I emailed a general question email last Saturday (8 days ago), and never heard back anything. I then emailed a complaint email 5 days ago, and still no response. The "thanks for sending us an email" that I received back just said they would respond to me "soon". I searched and couldn't find anything relating to response times from UA.
Sep 17, 2012, 1:56 pm
#68
Join Date: Jan 2012
Programs: UAL 1.8MM/1K and AA Exec/Plat.
Posts: 11
United is unresponsive to complaints about poor service and changing of MM benefits-
I am 1K UAL and have flown almost 1.8MM. Complained to UAL Chairman by letter about poor service on EWR to TLV flights that cost me 600K miles for godson and his mother. Also complained about downgrading bonus miles for 1MM fliers who were supposed to get 100% bonus in future but now get 50% bonus. Received nonresponsive emails from Customer Service drones and admission that UAL does not compensate flyers for poor service and that benefits are now better for 1MM. Unbelievable. However, I figured out way to deal with UAL, go to other airlines. Now also Exec Plat on AA. Many times cheaper to fly AA one way and UAL one way. If enough people take business from UAL, maybe they will get new Chair who is concerned with customers and not only shareholders. Also, maybe time for each MP member to buy one share of UAL and go to shareholder's meeting to protest. I now fly both UAL and AA.
Sep 17, 2012, 1:57 pm
#69
FlyerTalk Evangelist
Join Date: Sep 2008
Location: Jersey Shore/YYZ
Programs: UA 1K, Marriott Plat, Hilton Diamond, Hertz PC
Posts: 12,521
I am 1K UAL and have flown almost 1.8MM. Complained to UAL Chairman by letter about poor service on EWR to TLV flights that cost me 600K miles for godson and his mother. Also complained about downgrading bonus miles for 1MM fliers who were supposed to get 100% bonus in future but now get 50% bonus. Received nonresponsive emails from Customer Service drones and admission that UAL does not compensate flyers for poor service and that benefits are now better for 1MM. Unbelievable. However, I figured out way to deal with UAL, go to other airlines. Now also Exec Plat on AA. Many times cheaper to fly AA one way and UAL one way. If enough people take business from UAL, maybe they will get new Chair who is concerned with customers and not only shareholders. Also, maybe time for each MP member to buy one share of UAL and go to shareholder's meeting to protest. I now fly both UAL and AA.
Sep 17, 2012, 2:08 pm
#71
In Memoriam, FlyerTalk Evangelist
Join Date: Jun 2000
Location: Benicia CA
Programs: Alaska MVP Gold 75K, AA 3.8MM, UA 1.1MM, enjoying the retired life
Posts: 31,849
Merger Update: 2012 MileagePlus Program Details
Sep 17, 2012, 2:14 pm
#72
FlyerTalk Evangelist
Join Date: Jul 2003
Location: BOS, PVG
Programs: United 1K and 1MM, Marriott Ambassador
Posts: 10,000
I am 1K UAL and have flown almost 1.8MM. Complained to UAL Chairman by letter about poor service on EWR to TLV flights that cost me 600K miles for godson and his mother. Also complained about downgrading bonus miles for 1MM fliers who were supposed to get 100% bonus in future but now get 50% bonus. Received nonresponsive emails from Customer Service drones and admission that UAL does not compensate flyers for poor service and that benefits are now better for 1MM. Unbelievable. However, I figured out way to deal with UAL, go to other airlines. Now also Exec Plat on AA. Many times cheaper to fly AA one way and UAL one way. If enough people take business from UAL, maybe they will get new Chair who is concerned with customers and not only shareholders. Also, maybe time for each MP member to buy one share of UAL and go to shareholder's meeting to protest. I now fly both UAL and AA.
Sep 18, 2012, 4:15 pm
#74
Join Date: Jul 2008
Location: NYC
Programs: AA EXP, SPG Plat, Marriott Silver, HH Gold
Posts: 797
Phone response not too bad
Today I called in two times to reservations and got an agent within 1 minute, and called the MP service center number, and someone picked up immediately (as in so quickly that I didn't think it was actually a person).
Email I agree is still taking a while... my last one took a week and a half or so.
Email I agree is still taking a while... my last one took a week and a half or so.