High-level customer service contact?

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Old Jul 16, 12, 11:53 am
  #1  
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High-level customer service contact?

Can anyone share an e-mail or phone number for someone in a high enough position to look into a rather serious customer service problem?

I don't want to go into all of the details here, but it involves a gate agent yelling at several passengers before cursing at me as well as a flight attendant and pilot. Crew was great and said they would be filing a report themselves on how they'd been treated, but I want to make sure someone high enough up to do something about this agent is made aware.
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Old Jul 16, 12, 1:35 pm
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Wow that sounds awful, I'd suggest sending an email Smisek @ [email protected] or send a PM to UA Insider.
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Old Jul 16, 12, 2:43 pm
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Join Date: Apr 2002
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I actually had an UA employee give me his email and suggested I write about my problems and received a phone call within 2 days from the hub manager to address them. I told them i did not want miles or a credit-- I want to be able to take my flights as I was able to do so pre-3-3, but wanted them to be aware how bads things still are.
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Old Jul 16, 12, 6:18 pm
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Thanks folks - I don't think Simsek needs to hear this, but I'd appreciate someone in the exec offices (like I used to have at the old UA) for serious problems. I don't want compensation (they already gave me an online cert) but this gate agent really needs some serious help.

I know the pilot will be talking to someone as well based on what happened, but as a customer who took the AA challenge with no intention of going over to AA forever...well, on the same day:

1) I witnessed this total 1K call-line and agent melt-down
2) Got a call from AA corp offices asking how I'm enjoying my status and how they can do better.

As a UA stockholder, I'm very concerned...but also (maybe irrationally) want to keep UA going so want someone who really would be interested in acting on this feedback.
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Old Jul 16, 12, 6:27 pm
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You at least need to name the hub...
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Old Jul 16, 12, 8:20 pm
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Originally Posted by escapefromphl View Post
You at least need to name the hub...
Based on my profile and what happened, should be pretty obvious it was IAD lol
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Old Jul 16, 12, 8:42 pm
  #7  
 
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Originally Posted by ironmanjt View Post
Can anyone share an e-mail or phone number for someone in a high enough position to look into a rather serious customer service problem?

I don't want to go into all of the details here, but it involves a gate agent yelling at several passengers before cursing at me as well as a flight attendant and pilot. Crew was great and said they would be filing a report themselves on how they'd been treated, but I want to make sure someone high enough up to do something about this agent is made aware.
I suggest emailing Smisek, he will pass it off to Sharon or someone in the exec offices.
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