Anyone getting through the 1k line or any line?
Oct 28, 2012, 1:28 pm
#76
FlyerTalk Evangelist
Join Date: Jan 2002
Location: Canada
Programs: UA*1K MM SK EBG LATAM BL
Posts: 23,304
Absolutely - and people wondered why they cancelled flights so far ahead of time. It would have been much worse if they waited.
Oct 28, 2012, 1:29 pm
#77
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Ewa Beach, Hawaii
Posts: 10,909
To give you a little sense of perspective, I just spoke with a United agent who told me that, as of this morning, United had over 3000 calls on hold. I don't know if this was the Premier line she was referring to, though I suspect that number was systemwide.
Keep in mind that these are probably especially long calls for agents -- they're searching multiple flight options, manually changing tickets, waiving connection rules and making executive decisions regarding rebooking a Y pax in C or F. Everyone they speak with is distressed. Many have the complexity of multi-pax bookings, including with kids, and are trying to be seated together (or even get out on the same flight). So it's not merely the number of calls; it's their length.
I'm guessing the average call to UA is now about 6-8 minutes, with many far above that. That's 18,000-24,0000 minutes of calls simply on hold, with more coming in. If average hold time is one hour (just a guess), UA has 300-400 hours of calls on hold each hour, requiring 300-400 agents to be on the phone constantly. Even with emergency staffing, I doubt UA has the manpower to tackle that.
The only things that allow them to even confront that call are (a) night, when some pax simply won't be calling and volume drops; (b) those who hang up in frustration; and (c) those who can and do go to the airport for changes (or, when possible, do so online).
I've got a lot of sympathy for the company here. This is an extraordinary event. This is not like the post-3/3 debacle -- no rebooking system can avoid this hurricane. It's just the weather, and it's bad.
Keep in mind that these are probably especially long calls for agents -- they're searching multiple flight options, manually changing tickets, waiving connection rules and making executive decisions regarding rebooking a Y pax in C or F. Everyone they speak with is distressed. Many have the complexity of multi-pax bookings, including with kids, and are trying to be seated together (or even get out on the same flight). So it's not merely the number of calls; it's their length.
I'm guessing the average call to UA is now about 6-8 minutes, with many far above that. That's 18,000-24,0000 minutes of calls simply on hold, with more coming in. If average hold time is one hour (just a guess), UA has 300-400 hours of calls on hold each hour, requiring 300-400 agents to be on the phone constantly. Even with emergency staffing, I doubt UA has the manpower to tackle that.
The only things that allow them to even confront that call are (a) night, when some pax simply won't be calling and volume drops; (b) those who hang up in frustration; and (c) those who can and do go to the airport for changes (or, when possible, do so online).
I've got a lot of sympathy for the company here. This is an extraordinary event. This is not like the post-3/3 debacle -- no rebooking system can avoid this hurricane. It's just the weather, and it's bad.
Oct 28, 2012, 1:29 pm
#78
Join Date: May 2001
Location: Portland, OR, USA
Programs: UA 1K 3 Million/ex-many year GS, AA PLT/2 Mil, AS MVPG, HH Dia, Starwood Life Plat, Hertz PC
Posts: 1,401
I got hung up on and redirected to the website where there is an error message... so that doesn't work either
I have tried IK line and the regular line several times and get the same message "Try again later" and hung up on
My companion is on American. They had a 40 minute wait and then a pleasant agent made the change in 5 minutes.
Incredible.
I may be over entitled, but they should be able to put people on hold and then work their way down the line NOT just hang up on them.
I have tried IK line and the regular line several times and get the same message "Try again later" and hung up on
My companion is on American. They had a 40 minute wait and then a pleasant agent made the change in 5 minutes.
Incredible.
I may be over entitled, but they should be able to put people on hold and then work their way down the line NOT just hang up on them.
Oct 28, 2012, 1:44 pm
#79
Join Date: Oct 2012
Location: NYC
Programs: AADULtArer
Posts: 5,683
Very well described. But there are too many DYKWIA elites that think it doesn't matter, they should be taken care of in less than a minute no matter what the circumstances.
Oct 28, 2012, 1:44 pm
#80
Join Date: Jan 2009
Location: WAS
Programs: AA EXP2M, DL 1MM DM ext, UA PP <=> HH G/Marr PE/Hyatt G/IHG P FT RA ( Recovering Addict)
Posts: 4,596
In the storm of 2009 Dec across the east coast, my IAD-FRA flight was canceled and I waited 4 hrs on hold to change my ticket from Sat the 19th Dec 2009 to the 22nd Tuesday.
Had to change my travel from Biz to F; well worth the 40k increase for LH F all the way.
I think asking for quick pick up is crazy; however, UA should enable online changes for no fee, (like they do upon check in for Plats and 1Ks on day of departure)
Doing so by having the system individualize travel reservations would only help them.
If they can do it for TOD upgrades, they should be able to do it for weather issues; why not have the system automatically flag all reservations impacted and allow changes up to 5 days ni same class of service?
There will still be need for an agent for complex itineraries, but this will lower wait times.
Had to change my travel from Biz to F; well worth the 40k increase for LH F all the way.
I think asking for quick pick up is crazy; however, UA should enable online changes for no fee, (like they do upon check in for Plats and 1Ks on day of departure)
Doing so by having the system individualize travel reservations would only help them.
If they can do it for TOD upgrades, they should be able to do it for weather issues; why not have the system automatically flag all reservations impacted and allow changes up to 5 days ni same class of service?
There will still be need for an agent for complex itineraries, but this will lower wait times.
Oct 28, 2012, 1:47 pm
#81
Join Date: Jan 2009
Location: WAS
Programs: AA EXP2M, DL 1MM DM ext, UA PP <=> HH G/Marr PE/Hyatt G/IHG P FT RA ( Recovering Addict)
Posts: 4,596
For the domestic LCC CO is turning into that is fine ... but currently they are an international airline. And given that my provider charges me 1.6$ per minute, this makes some $290 for that "first world problem" just to get an incompetent, apathetic, undertrained agent.
Historically I had to go to TG to get this kind of 'service', all centers being down for days in a row. But at least they just disconnected you, they did not make you wait.
Historically I had to go to TG to get this kind of 'service', all centers being down for days in a row. But at least they just disconnected you, they did not make you wait.
worked well for us from HKG to get changes done to an award
Oct 28, 2012, 1:51 pm
#82
Join Date: May 2005
Location: DCA
Programs: Star Gold, Hertz Presidents Circle, Amex Plat
Posts: 218
As a premier gold I waited 1 hour and 20 minutes. Took three minutes to change/improve my flights and push through an upgrade.
I will point out that my call was dropped twice at the 45 minute mark.
I will point out that my call was dropped twice at the 45 minute mark.
Oct 28, 2012, 2:59 pm
#84
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,169
Oct 28, 2012, 5:11 pm
#85
Join Date: Apr 2005
Location: MRY
Programs: AS Gold, UA 2P, SPG Plat
Posts: 440
my experience last night
I'm gold my wife is silver. Called on my phone and was on hold for three hours last night. Used my wife's phone as well after an 45 min on hold. My wife's call was answered after 1 hour 15 minutes. They had separated the reservations now on two pnrs but we got the last two seats on the early am bos-sfo flight.
I can understand a wait bu I'm Not sure why my call took longer to answer than my wife's.
I can understand a wait bu I'm Not sure why my call took longer to answer than my wife's.
Oct 28, 2012, 5:14 pm
#86
Join Date: Aug 2011
Location: ECP
Programs: DL Diamond
Posts: 1,658
just got through twice in a row with no wait whatsoever and I have no status ... changed award ticket from weds 11pm to tuesday 11pm ... hopefully the inbound ac makes it, but tuesday afternoon looks manageable for the dc area weather wise
Oct 28, 2012, 8:11 pm
#88
Join Date: Mar 2010
Location: NYC
Programs: AA EXP, UA Platinum, Alaksa MVP 75K, Air Berlin Gold, HHonors Diamond, Marriott Gold, Hertz PC
Posts: 2,389
Screw the 1K line and call web support. My DEN-LGA flight today was cancelled last night. Called 1K line and waited on hold for 30 minutes before finally hanging up. Called web support, got answered in 3 minutes and they pushed my ticket to AA with no issue. Called again repeatedly throughout the night since my sister's JFK-LAX flight cancelled and my friend's DEN-EWR did too, and all times called web support and got through instantly.
Oct 29, 2012, 4:21 am
#90
Join Date: Dec 2006
Location: ORD
Programs: AA EXP (3.3m), UA1K (0.4m), SPG Lifetime Platinum, HHonors Gold, Avis First, National Executive
Posts: 18
Had to call 1K bag service 3 times over the last 48 hours. No delays here - got through instantly. So, if your bags get lost, you should be fine...