dfe

Just called Premier reservations to book a trip from ORD to SIN on 07/29 and return 08/25. Got this surely jerk named B*B, who basically said "what do you want". Told him that I wanted 881 out of ORD to NRT and connecting 803 NRT to SIN. He said I could not do that since they departed from two different cities. I said I know that--you fly from Chicago to Narita, and then connect to another flight called 803 to Singapore. Try again it is not rocket science. Put on hold and after about 3 minutes he came back and said I guess we can do that. Then asked for my return which I gave him 804 SIN --> NRT and 882 NRT--ORD. But then put on hold for about 4 minutes because the system was down. Asked B*B if he was still there several times and he assured that he was but, but nothing from him unless I asked.

Once he quoted a price, I said that I wanted Q fare and wanted to apply GPU's. He said that you cannot upgrade a Q fare with GPU's.

Simply said that I would call back tomorrow. (When hopefully there will be someone with a modicum of a brain on the other end of the line).

Jeez where do they get these people to work the Premier line. I have never in my life dealing with UA to have experienced this rude, inept and unknowledgeable type of service.

Doc Savage

Yes, indeed, it sounds like you were calm, patient, and not a bit rude.

GBadger

Did B*b sound like a 70 year old cowboy? If so, I've also had the pleasure. HUACA is a good idea there...

jchiguy1

I really miss the dedicated 1K line and agents.

UA-NYC

Any reason why you didn't just book this online? Seems straightforward enough.

cranky1K

+1

Sounds like HUACA is the best strategy.

star_world

Why not call them if you miss them? Now, as in the bad old days there is overflow into the regular premier agent pool during busy times, and vice versa. Plenty of dedicated 1K agents you can talk to through.

The technology has moved on - you don't need a separate number to reach a dedicated department these days.

mahasamatman

Because they don't exist, and haven't in quite some time. There are generic "Premier" agents (some of whom are no better than general agents), but none of them are dedicated 1K agents.

Only if you define zero as "plenty".

star_world

Hasn't that [edit by Moderator] been debunked enough times by now?

FlyerTom111

Yes... called to do a same day change because the app wouldn't do it. Wanted to charge me a fee but after 30 seconds of arguing that it's the same class or less she says, "Oh you don't have to pay the fee, you're a 1K."

Needless to say I was very frustrated.

Boo_Radley

I'll put it this way: if there is still a 1k desk, they either 1) canned about half the people and replaced them with crappy agents or 2) figured out how to un-train employees.

mikelcf

Why wait until tomorrow? Why not just hang up and call back to get a different agent?

davidviolin

i would say on average about 1 in 6 agents I speak to knows what theyre doing and, I think of it as a bonus if they are actually nice and courteous too.

dsquared37

[Conforming edit by Moderator to quoted post and reply thereto.]

There is no functional 1K desk but every once in a while you get lucky and are connected to an ex1K agent.

FiveMileFinal

Okay, where's the 1K line then?

No worries, I'll wait.