Last edit by: WineCountryUA
Consolidated "1K/Premier Call Line/eMail Experiences" Thread
#137
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.997MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,858
#138
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,468
I don't believe I've ever been deliberately ignored.
#139
Join Date: Jul 2006
Programs: UA 1K/1MM; HH Diamond; GM for everything else
Posts: 544
I used to be able to receive a reply a few days after I email to 1K voice. However, one email I sent in the begining of June 2018 has had no response as of now. Another one I sent 12 days ago is still nothing yet. I don't know if it has been a "trend"...
#140
Join Date: Mar 2017
Location: Somewhere in EWR
Programs: UA GS, HH Diamond
Posts: 858
Did you get the autoreply that your message was received? I had sent one awhile back and didn't get that or a reply and when I called I was told that they had no record and in the future I should look for the autoreply to ensure that it was received.
#141
Join Date: Jul 2006
Programs: UA 1K/1MM; HH Diamond; GM for everything else
Posts: 544
The June email must be lost. No response at all.
I don't receive autoreply for any of these 2 emails.
Last edited by c.l.i.a; Sep 12, 2018 at 8:34 am
#143
Join Date: Feb 2016
Location: ORD | LGA | 2E
Programs: UA GS 1.6MM UC | AA CK 0.7MM AC | Bonvoy Ambassador | Hyatt Globalist | Hertz PC
Posts: 1,054
While I don't e-mail 1K Voice more than a few times a year I would note that I did NOT receive a confirm e-mail on my most recent e-mail which was regarding ORC for an irrops experience two weeks ago. I DID, however, get a response from an agent about 2 days later with the corrected ORC posting the next day. That was the first time I can recall not getting a confirm e-mail.
#144
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
Posts: 4,165
Incidentally, I've noticed that if I get the auto-ack the "real" response is significantly slower (e.g. >72 hours, rarely >1 week) where if I don't get the auto-ack the response is much faster (often under 4 hours, usually no more than 24 hours)
Lastly I am the IT dude so I have 100% visibility into the emails hitting our network edge and can say without a doubt that the aren't getting eaten by our Barracuda email gateway (or anything else in our mail chain). UA either isn't sending them or (much less likely) something between us and UA on the Internet is doing something to drop them before it gets to our network edge.
#145
Join Date: Dec 2009
Location: Montrose, CO
Programs: United 1K MM, Marriott LTPP
Posts: 548
Multiple bad experiences with the 1k line today.
Had to call in to buy a ticket due to needing to apply multiple ETCs to it. Took 104 minutes to get that reservation made and they insisted on trying to get me to apply for a United Explorer card as part of the process. Part of the complication was an M fare instant upgrade that I could see online but they were finding very difficult to process on the phone. Could have done it online in well under 10 minutes if they accepted multiple ETC as payment.
Then I called in to apply a GPU to a single flight and it took another 20 minutes, past experience has been about 2-3 minutes.
Based on my perceived competence of the 4 people I ended up having to speak to it sounded very much like an offshore service center and not what I have been used to with 1K in the past. Does 1K rollover to the regular line maybe when they get busy on the weekends? I wasn't greeted as 1K on either of the calls.
I still have some transactions I need to call in but I need a break from the holds for a while.
Had to call in to buy a ticket due to needing to apply multiple ETCs to it. Took 104 minutes to get that reservation made and they insisted on trying to get me to apply for a United Explorer card as part of the process. Part of the complication was an M fare instant upgrade that I could see online but they were finding very difficult to process on the phone. Could have done it online in well under 10 minutes if they accepted multiple ETC as payment.
Then I called in to apply a GPU to a single flight and it took another 20 minutes, past experience has been about 2-3 minutes.
Based on my perceived competence of the 4 people I ended up having to speak to it sounded very much like an offshore service center and not what I have been used to with 1K in the past. Does 1K rollover to the regular line maybe when they get busy on the weekends? I wasn't greeted as 1K on either of the calls.
I still have some transactions I need to call in but I need a break from the holds for a while.
#146
Join Date: Mar 2012
Programs: Mileage Plus 1K; Marriott Platinum; Hilton Gold
Posts: 6,355
Multiple bad experiences with the 1k line today.
...
Based on my perceived competence of the 4 people I ended up having to speak to it sounded very much like an offshore service center and not what I have been used to with 1K in the past. Does 1K rollover to the regular line maybe when they get busy on the weekends? I wasn't greeted as 1K on either of the calls.
I still have some transactions I need to call in but I need a break from the holds for a while.
...
Based on my perceived competence of the 4 people I ended up having to speak to it sounded very much like an offshore service center and not what I have been used to with 1K in the past. Does 1K rollover to the regular line maybe when they get busy on the weekends? I wasn't greeted as 1K on either of the calls.
I still have some transactions I need to call in but I need a break from the holds for a while.
I find that Tuesday morning is the time to call in on elective matters. By then, the experienced Premier agents are done cleaning up the messes that the offshore agents made with reservations over the weekend.
#147
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,468
I always try to call late at night.
#148
Had a good experience yesterday calling in. I have a sjc-fra Y saver award booked on LH in December, and I was already looking at the schedule change rules to see if I could move to Sfo-fra on UA metal. Ultimately I discovered that the schedule change wasn't long enough in duration to qualify. That and I saw that moving to a different origin isn't part of the rules.
Find out yesterday that the SJC flight was cancelled and that I was rebooked on LH out of SFO. Called in to ask if I could be moved to UA metal instead (no saver available.) CSR offered to check with a supervisor and was able to change all 5 pax to UA. Took about 20 mins for the entire thing, mostly on hold as the CSR was working to get approval and to change the record.
Find out yesterday that the SJC flight was cancelled and that I was rebooked on LH out of SFO. Called in to ask if I could be moved to UA metal instead (no saver available.) CSR offered to check with a supervisor and was able to change all 5 pax to UA. Took about 20 mins for the entire thing, mostly on hold as the CSR was working to get approval and to change the record.
#149
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,159
Seems like another push to generate referrals to Hertz and Hotels.com
There was a blissful period when they stopped that nonsense, but based on my last couple calls, it is back with a vengeance.
There was a blissful period when they stopped that nonsense, but based on my last couple calls, it is back with a vengeance.
#150
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 11,469
Seems like I've been getting this since August. Yes, it appears to be a renewed push.