Customer Service Response Time
 

Does anyone know what is typical cutomer service response time to complaints? I have filed a complain about three weeks ago and no response.

GS and 1K members have been experiencing response times of 3 weeks or more. I've got one in which is over a month with no response now myself.

I actually received a response from mileageplus customer service via email in about 3 weeks. They did not fix the problem, but the email says they will fix it. I am still waiting for an actual fix, but it was nice to get a response.

I have received zero responses from 1k voice and it is now 5-7 weeks after submission, so not seeing any progress there.

The phone times are getting much better. No fixes to the problems, but they do answer relatively quickly.

I received a response about 4 weeks after I emailed the complaint. They're not doing so hot these days...

Good news is, they're getting to it.

My last interaction - just before 3-3-2012 had a response in about 3 days.

Which goes to show the root cause of the delays. Complaints have risen exponentially as a product of the systems merger.

I sent an (admittedly lengthy) message to United Refunds regarding a Premium Seat fee on March 15, and have yet to hear back. Given that my particular issue was fairly specific, and that anecdotal evidence suggests month-long response times, I'm ignoring United's suggestion to contact them again if I haven't heard back within two weeks.

How's "never?" That work for you?
 

Since the quality of everything on this airline has been declining (I was on CO for years) I have made it a point to let them know anytime they do something truly egregious. That has been maybe 5 times I have contacted customer care in 2012, 3 of them probably from January time frame (the other two are too recent to expect a response). I have heard back twice, once the problem was addressed after an extremely unfriendly exchange, and the other time the very pleasant response promised a correction that did not happen.

I have submitted three complaints to voice of 1K; and, in two instances, I received an acknowledgment indicating the matter was being sent to the office that dealt with the issues raised--or at least that's what I took the message to be. I received a second acknowledgment to one of my complaints and again heard to referral to someone else, but no one has directly answered my complaints.

On the other hand, UA917 IAD-SEA was diverted to ORD when a pax became ill; a medic onboard determined the pax needed hospitalization and so the EMTs and ambulance were awaiting us at the gate. Total delay, about two hours since we had burned extra fuel, and the galleys needed refreshing. Before I had reached home in SEA that night I had an apology email from CS thanking me for my patience and cooperation in the emergency. I recall in the past getting such notes from pmUA, often with a token of their appreciation, but now I just got thanks. No problem, collecting extra UA miles now is easy enough, and spending them has become three times as hard.

Flyer 420
in Seattle

I sent a message to Refunds on Mar 13. Nothing so far.

You're lucky, I can neither collect nor spend them. Since January, I have had no credit card miles posting, and have nine uncredited flights (I suspect that my two flights today will be added to this total). Still waiting for a response to my e-mails to 1kVoice from January and February as well. This is no longer an airline, it's a black hole. The only tangible benefit they're currently giving me is partner airline *G privileges, and they couldn't even get me the card for that in time.

I sent in a 1K voice email on 3/21, received an auto response on 3/22 and the issue was resolved positively on 4/8. CS waive a $150 change fee due to illness. Well worth the wait as far as I'm concerned.

GS waiting for 16 days now. Reminder sent were I asked for at least an acknowledgement after 7 and 15 days. Ignored.
Compare that to Smiseks integrity video.

No response from United?
 

Ironic that the UA Insider hasn't weighed in on this issue of non-response. I have 3 outstanding issues - one a quite simple issue of getting miles back into my account from a mileage ticket that I cancelled on 3/12/12. Five contacts during this period hasn't resolved the issue. Can this system be that broken? Seemed to work fine for CO.

I finally got a response at approximately 5 weeks.

I'm about to try another query on a compensation letter handed out to all pax on a flight from 2 weeks ago instructing we use the appreciation site, but for which no one apparently keyed the flight (as the appreciation site pulls up the "you should have received a serial #..." page, and I've gotten no response filling in the details without one). I figure I'll scan the letter and send it along, too.

I'm completely shocked, I just got a response to a complaint I sent on Sunday night. So a three and a half day turn around. Maybe 1KVoice really has caught up with the backlog. My previous request for missing mileage took about four weeks.