United 1K help desk agent hung up my call
#1
Original Poster
Join Date: Oct 2006
Posts: 67
United 1K help desk agent hung up my call
I'm a United 1K member. I usually had good experience when I called United 1K help desk. But yesterday, I had a really bad experience. I called United 1K help desk yesterday, trying to make a change to an existing award travel for my parents. It was a male agent that I spoke to. I was actually surprised to talk to a male agent, since almost every agent I spoke to was a female. I asked him if he could help combine two one-way tickets into one round-trip ticket, so I can add a stop-over. He said no. He could not do it. Then I asked if he could add a return segment to a one way ticket. He said he could not find the available award seats for the flights on the day that I was looking for. However I was able to find the award seats on United's website. So I told him that I was able to find the award seats on United's website. Then he said "go ahead and make the changes online" and hung up.
I had never seen such a rude agent. So I called 1K help desk again and asked another agent to transfer me to a supervisor. The supervisor apologized, but was not able to help me file a complaint. She told me that United will not be able to use the call logs to trace down the agent if he has not touched my tickets.
I had never seen such a rude agent. So I called 1K help desk again and asked another agent to transfer me to a supervisor. The supervisor apologized, but was not able to help me file a complaint. She told me that United will not be able to use the call logs to trace down the agent if he has not touched my tickets.
#3
Join Date: Jun 2004
Location: What I write is my opinion alone..don't read into it anything not written.
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#4
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#5
Join Date: Jul 2004
Location: Chicago USA
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I thought any time a reservation is opened/handled it gets tagged - time/date/employee number. I have always been of the belief it doesn't matter what one does for a living, we all combine our energies to make the world go round, just as long as they do it with excellence. Hanging up on you is awful customer service. If someone is unhappy with what they are doing, go find another job that will.
#6
Join Date: Feb 2009
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I thought any time a reservation is opened/handled it gets tagged - time/date/employee number. I have always been of the belief it doesn't matter what one does for a living, we all combine our energies to make the world go round, just as long as they do it with excellence. Hanging up on you is awful customer service. If someone is unhappy with what they are doing, go find another job that will.
Nope. Viewing isn't logged in the record itself, only changes. That isn't to say with enuf IT research, a transaction log, which has every keystroke by the agent in question, cannot be pulled, but that would require a "best guess" as to who, to go into that. Very labor intensive even knowing who, but not knowing who makes it multiples more labor intensive.
Really really sad. There are long lines of people, good people, who would love to have that job- he and others like him should step to the side and go find a job where they can actually make a difference, instead of staying and poisoning not only the customers but their fellow employees as well.
Last edited by UAL4life; Apr 14, 2013 at 3:06 pm
#7
Join Date: Jun 2004
Location: What I write is my opinion alone..don't read into it anything not written.
Posts: 9,686
Nope. Viewing isn't logged in the record itself, only changes. That isn't to say with enuf IT research, a transaction log, which has every keystroke by the agent in question, cannot be pulled, but that would require a "best guess" as to who, to go into that. Very labor intensive even knowing who, but not knowing who makes it multiples more labor intensive.
#9
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I had never seen such a rude agent. So I called 1K help desk again and asked another agent to transfer me to a supervisor. The supervisor apologized, but was not able to help me file a complaint. She told me that United will not be able to use the call logs to trace down the agent if he has not touched my tickets.
Not all agents are helpful and get what you need, the FT rule is just hang up and call again you will get a different agent already !
Last edited by ORDnHKG; Apr 14, 2013 at 3:31 pm
#10
FlyerTalk Evangelist
Join Date: Feb 2007
Location: Los Angeles / Basel
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Hate to generalize, but if you get a white male, it is always IAH or SLC and you have a 2/3 chance of him having a bad attitude. Thursday I had a ticketing issue (reservation would not ticket) and reached a male in IAH. After rudely telling me to be patient, I insisted he take a look and he put me on hold and left me on hold...for over an hour until I hung up. He never checked in and I bet he was surfing the net or dissing me at the water cooler.
It's not like he held me captive--I always multi-task when I am on the phone with UA--but very annoying nonetheless, particularly since there was a problem with the reservation that was preventing it from ticketing that the next agent fixed.
For UA phone agents, I like my legacy UA women and Hawaiian men...
Last edited by MatthewLAX; Apr 15, 2013 at 2:30 pm Reason: spelling
#11
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Nope. Viewing isn't logged in the record itself, only changes. That isn't to say with enuf IT research, a transaction log, which has every keystroke by the agent in question, cannot be pulled, but that would require a "best guess" as to who, to go into that. Very labor intensive even knowing who, but not knowing who makes it multiples more labor intensive.
Moreover they can be easily indexed on date/time, incoming caller id, FF number, agent etc. and are thus easy to retrieve.
The supervisor was either incorrectly educated or trying to put the OP off.
ą Think about it, how much RAM storage and the physical size of that required to store?
A 16Gbyte USB would easily handle a weeks calls. They would be using a far more efficient setup.
Last edited by serfty; Apr 14, 2013 at 3:41 pm
#12
Join Date: Jul 2010
Location: NYC
Programs: CO Platinum/1K, SPG Platinum/Ambassador
Posts: 1,705
I find the ex-Cons in Houston or Salt Lake get hostile if you start the call by asking them for this info.
Hate to generalize, but if you get a while male, it is always IAH or SLC and you have a 2/3 chance of him having a bad attitude. Thursday I had a ticketing issue (reservation would not ticket) and reached a male in IAH. After rudely telling me to be patient, I insisted he take a look and he put me on hold and left me on hold...for over an hour until I hung up. He never checked in and I bet he was surfing the net or dissing me at the water cooler.
It's not like he held me captive--I always multi-task when I am on the phone with UA--but very annoying nonetheless, particularly since there was a problem with the reservation that was preventing it from ticketing that the next agent fixed.
For UA phone agents, I like my legacy UA women and Hawaiian men...
Hate to generalize, but if you get a while male, it is always IAH or SLC and you have a 2/3 chance of him having a bad attitude. Thursday I had a ticketing issue (reservation would not ticket) and reached a male in IAH. After rudely telling me to be patient, I insisted he take a look and he put me on hold and left me on hold...for over an hour until I hung up. He never checked in and I bet he was surfing the net or dissing me at the water cooler.
It's not like he held me captive--I always multi-task when I am on the phone with UA--but very annoying nonetheless, particularly since there was a problem with the reservation that was preventing it from ticketing that the next agent fixed.
For UA phone agents, I like my legacy UA women and Hawaiian men...
#13
Join Date: Aug 2006
Location: Minneapolis, MN (MSP)
Programs: DL DM, UA 1K MM, Subway Club Member
Posts: 1,988
They fly nearly 400,000 passengers everyday. If 10% of those people call and each call is 5 minutes long that's over 3,300 hours of audio. I have no idea what the minium quality would need to be but at 96 kbps it's about 1TB per day; not to mention the processing & manpower required to manage that kind of database.
I highly doubt they record more than a small fraction of calls.
#14
Original Member
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#15
Join Date: Jul 2009
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While I haven't gotten away with anything that I'm aware of, I've had some great experiences with SLC agents also, including male ones.