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Recording of UA First Class Customer being ignored by Customer Service in IAH

Recording of UA First Class Customer being ignored by Customer Service in IAH

Old May 25, 12, 7:13 pm
  #1  
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Recording of UA First Class Customer being ignored by Customer Service in IAH

http://www.youtube.com/watch?v=0J2Y_...layer_embedded

A recording has surfaced on YouTube of a customer holding a First Class ticket who had a problem at the Customer Service Center at IAH, and he records the entire exchange of him speaking to the UA employee for over two minutes, and the employee ignored every word he said.

Another employee came over and berated the first class customer for the video recording.

United has apologized for the incident.

http://www.eturbonews.com/29417/unit...r-service-fias
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Old May 25, 12, 8:10 pm
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actually it would appear he was a also a travel news blogger. It would only have taken a polite request to stop the videoing and answering the question.
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Old May 25, 12, 8:22 pm
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I'm curious to know how the conversation began, before he started recording.
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Old May 25, 12, 8:33 pm
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He did play the DYKWIA card ("I have a first class ticket") more than enough times, but the idea that this woman just sat there playing on her computer for 2 minutes refusing to address his concerns is a little odd.

Then came the red coat, presumably, who screamed at him for video recording.
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Old May 25, 12, 8:33 pm
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Is it legal to record such interactions?
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Old May 25, 12, 8:36 pm
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Originally Posted by JFKSFOLAX_friend View Post
Is it legal to record such interactions?
Not sure, but I do agree that he should have put the tape down if they had originally asked him too. But if this woman did completely ignore him, he may not have been told to stop recording
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Old May 25, 12, 8:56 pm
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The entire interaction is tainted by the video recording. Frankly I don't trust anyone who has a "blog" page. They have a motivation to drive traffic to their website.
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Old May 25, 12, 8:57 pm
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Originally Posted by JFKSFOLAX_friend View Post
Is it legal to record such interactions?
Originally Posted by boxo View Post
I'm curious to know how the conversation began, before he started recording.
From the blog

I then told her that I needed to get our conversation on video. I told her that I was going to take it up with Jeff Smisek (United’s CEO) and asked for her permission for me to record our conversation. She shrugged and said nothing. I started videorecording, then continued my inquiry. “Was the flight I was scheduled to take overbooked?”
That is some skill to sit there moving the mouse around for 2 mins

Last edited by malgudi; May 25, 12 at 9:03 pm
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Old May 25, 12, 9:00 pm
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Originally Posted by JFKSFOLAX_friend View Post
Is it legal to record such interactions?
Why wouldn't it be legal? It's not hidden.
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Old May 25, 12, 9:00 pm
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Originally Posted by malgudi View Post
From the video:

He said he would be recording, the woman apparently just sat there without saying anything.

Weird!
Were I in the role of CSR and someone came up to me and indicated they were about to record our interaction I, too, would simply stand there and wait for my supervisor to show up.
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Old May 25, 12, 9:13 pm
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Originally Posted by boxo View Post
I'm curious to know how the conversation began, before he started recording.
Originally Posted by SAN 1K View Post
The entire interaction is tainted by the video recording. Frankly I don't trust anyone who has a "blog" page. They have a motivation to drive traffic to their website.
That is the million dollar question. Since he is a travel blogger he very well could have taunted the CS rep on purpose and then planned to video when she did something unprofessional which she did.

Doesn't excuse the reps behavior which just is really odd in the video.

Originally Posted by JFKSFOLAX_friend View Post
Is it legal to record such interactions?
I believe each state has their own law on this. Not sure what the law is in Texas.
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Old May 25, 12, 9:15 pm
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Originally Posted by sbm12 View Post
Were I in the role of CSR and someone came up to me and indicated they were about to record our interaction I, too, would simply stand there and wait for my supervisor to show up.
+1
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Old May 25, 12, 9:22 pm
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Originally Posted by malgudi View Post

That is some skill to sit there moving the mouse around for 2 mins
Hilarious.
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Old May 25, 12, 9:36 pm
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Originally Posted by sbm12 View Post
Were I in the role of CSR and someone came up to me and indicated they were about to record our interaction I, too, would simply stand there and wait for my supervisor to show up.
No, if I were the CSR I would have politely asked the pax to stop recoding, inform him that I will get my supervisor.

Originally Posted by eflyte View Post
+1
-2

Originally Posted by Brasila View Post
People really find the CSR's behavior odd when for the last 3 months this is the type of behavior you get when you call the "Premiere Line" especially when a COdbaUA rep answers the phone. I would say Jeff $misek should play this video next month on all COdbaUA's flight as a change we are going to like...you do not exist to us....

Message to Mr. Smisek, please do an Undercover Boss.

Last edited by iluv2fly; May 25, 12 at 9:53 pm Reason: merge
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Old May 25, 12, 9:45 pm
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Originally Posted by NEWEXP1 View Post
No, if I were the CSR I would have politely asked the pax to stop recoding, inform him that I will get my supervisor.
I agree with you. I really sense everyone from the Customer to the Employees are reaching a boiling point. I know I, as a Customer flying 10 or so times a month, sometimes 20 times, don't really feel I'm over entitled. I'm blowing $700 a flight at over a $1 a mile to fly to "po-dunk" and back (no offense to those living in "po-dunk"). I expected a decent service and I don't get anywhere close to it. The taxi ride to the airport is far superior to a trip with United, these days. And I know the Employees aren't feeling any better than I am about things. We end up taking it out on each other and the real cause is from the folks in charge. That's my real grievance.
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