Oct 3, 2017, 8:38 pm
Last edit by: WineCountryUA
Consolidated "1K/Premier Call Line/eMail Experiences" Thread
Jul 9, 2019, 7:34 pm
#196
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,074
yeah, there is a long thread about these issues with UA not recognizing phone numbers or typed-in MP numbers. The solution has been to speak clearly each letter/number ... since I am doing this I no longer have this problem.
Jul 9, 2019, 7:45 pm
#197
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,470
Oct 8, 2019, 12:43 am
#198
Join Date: May 2010
Location: AVP & PEK
Programs: UA 1K 1.9MM
Posts: 6,358
Something that has been bugging me for ages:
When you call the 1K line, the greeting is so sophisticated that you don't have to do anything: it recognizes my Chinese cellphone number and greets me by name; it automatically proceeds to let me know that if I want to speak to a representative, I can either say "representative" or just stay on the line. EXCELLENT so far.
But it then asks whether I want to participate in a survey after the call, and gives only two options: PRESS #1 FOR "YES", OR PRESS #2 FOR "NO".
They just ruined the great automated system. I now have to press the 'Dialpad' icon on my phone to be able to input a number, even if the answer is "no". Possibly turn up the phone's brightness so I can see. Potentially have to take the thick winter gloves off again. Just annoying!
Arrggghhh....
Today -for the first time- I just waited after the press-one-for-yes-and-two-for-no message and DIDN'T press anything.
And 'hey presto'; looky here: it proceeds anyway! And all this time I've been pressing the #2 on the dialpad like an idiot, when all I had to do is wait....
The Universe is properly aligned again! ^
When you call the 1K line, the greeting is so sophisticated that you don't have to do anything: it recognizes my Chinese cellphone number and greets me by name; it automatically proceeds to let me know that if I want to speak to a representative, I can either say "representative" or just stay on the line. EXCELLENT so far.
But it then asks whether I want to participate in a survey after the call, and gives only two options: PRESS #1 FOR "YES", OR PRESS #2 FOR "NO".
They just ruined the great automated system. I now have to press the 'Dialpad' icon on my phone to be able to input a number, even if the answer is "no". Possibly turn up the phone's brightness so I can see. Potentially have to take the thick winter gloves off again. Just annoying!
Arrggghhh....
Today -for the first time- I just waited after the press-one-for-yes-and-two-for-no message and DIDN'T press anything.
And 'hey presto'; looky here: it proceeds anyway! And all this time I've been pressing the #2 on the dialpad like an idiot, when all I had to do is wait....
The Universe is properly aligned again! ^
Oct 9, 2019, 3:31 am
#201
FlyerTalk Evangelist
Join Date: May 2006
Location: Pasadena, California
Programs: UA 1K, 1MM
Posts: 10,412
They do seem to be making an additional effort to recognize this sort of thing lately. ^
Oct 9, 2019, 7:17 am
#202
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 11,469
Something that has been bugging me for ages:
When you call the 1K line, the greeting is so sophisticated that you don't have to do anything: it recognizes my Chinese cellphone number and greets me by name; it automatically proceeds to let me know that if I want to speak to a representative, I can either say "representative" or just stay on the line. EXCELLENT so far.
But it then asks whether I want to participate in a survey after the call, and gives only two options: PRESS #1 FOR "YES", OR PRESS #2 FOR "NO".
They just ruined the great automated system. I now have to press the 'Dialpad' icon on my phone to be able to input a number, even if the answer is "no". Possibly turn up the phone's brightness so I can see. Potentially have to take the thick winter gloves off again. Just annoying!
Arrggghhh....
Today -for the first time- I just waited after the press-one-for-yes-and-two-for-no message and DIDN'T press anything.
And 'hey presto'; looky here: it proceeds anyway! And all this time I've been pressing the #2 on the dialpad like an idiot, when all I had to do is wait....
The Universe is properly aligned again! ^
When you call the 1K line, the greeting is so sophisticated that you don't have to do anything: it recognizes my Chinese cellphone number and greets me by name; it automatically proceeds to let me know that if I want to speak to a representative, I can either say "representative" or just stay on the line. EXCELLENT so far.
But it then asks whether I want to participate in a survey after the call, and gives only two options: PRESS #1 FOR "YES", OR PRESS #2 FOR "NO".
They just ruined the great automated system. I now have to press the 'Dialpad' icon on my phone to be able to input a number, even if the answer is "no". Possibly turn up the phone's brightness so I can see. Potentially have to take the thick winter gloves off again. Just annoying!
Arrggghhh....
Today -for the first time- I just waited after the press-one-for-yes-and-two-for-no message and DIDN'T press anything.
And 'hey presto'; looky here: it proceeds anyway! And all this time I've been pressing the #2 on the dialpad like an idiot, when all I had to do is wait....
The Universe is properly aligned again! ^
Oct 9, 2019, 8:29 am
#203
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
Posts: 4,165
Or if it was just a "If you'd like to complete a survey, please remain on the line..." rather than a call back (which appears to come from a spammy area code so I missed a few before I added it to my contacts)
The prompt and phone number confirmation is so slow that it discourages me -- usually when calling I'm already irritated and in a hurry (e.g. something is wrong with flights I'm expecting to take within the next couple hours) so the roadblock just irritates me more and I mash 2 to get done with it -- even though those are the types of calls where I'd most like to provide positive feedback.
For comparison, although I swore I'd never fly Delta again in August of 2003, my wife and mother-in-law are flying DL this weekend (on a different relative's SkyMiles reward) -- MIL requires a wheelchair and they have a 6am flight out of CLE and wife wasn't sure what time they should get there/what time the counter opened. Called DL, agent added the WHCR to the PNR, confirmed ticket counter hours, and then immediately after she thanked me for calling got a "Would you hire this person if you owned a customer service company?" 1-5 scale.
Nice, fast, unobtrusive.
The prompt and phone number confirmation is so slow that it discourages me -- usually when calling I'm already irritated and in a hurry (e.g. something is wrong with flights I'm expecting to take within the next couple hours) so the roadblock just irritates me more and I mash 2 to get done with it -- even though those are the types of calls where I'd most like to provide positive feedback.
For comparison, although I swore I'd never fly Delta again in August of 2003, my wife and mother-in-law are flying DL this weekend (on a different relative's SkyMiles reward) -- MIL requires a wheelchair and they have a 6am flight out of CLE and wife wasn't sure what time they should get there/what time the counter opened. Called DL, agent added the WHCR to the PNR, confirmed ticket counter hours, and then immediately after she thanked me for calling got a "Would you hire this person if you owned a customer service company?" 1-5 scale.
Nice, fast, unobtrusive.
Nov 11, 2019, 8:18 am
#204
Join Date: Nov 2017
Location: NYC
Programs: UA 1K; DL DM; IHG Platinum; Hilton Diamond; Marriott Gold; Hertz President's Circle
Posts: 237
Has anyone been having longer than usual wait times when trying to reach the 1K Desk/Premier Line?
Over the weekend, I didn't have much of a wait, but I felt like my calls were being answered by someone in Manila (which has never been my experience since I've been a premier).
Today, the automated voice said my expected wait time would be around 10 minutes. Maybe it's inclement weather or something?
Over the weekend, I didn't have much of a wait, but I felt like my calls were being answered by someone in Manila (which has never been my experience since I've been a premier).
Today, the automated voice said my expected wait time would be around 10 minutes. Maybe it's inclement weather or something?
Nov 11, 2019, 8:31 am
#205
Join Date: Aug 2005
Location: NYC, FLL
Programs: UA PP 1MM, Marriott Bonvoy LTTE, BA Gold
Posts: 6,324
No issues here late last week. Quick response times. Likely the Chicago area weather (and several other cities affected). Look at the flight status this morning from LGA-ORD, for example - diversions/delays/cancellations.
Nov 11, 2019, 10:19 am
#206
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
Posts: 4,165
Has anyone been having longer than usual wait times when trying to reach the 1K Desk/Premier Line?
Over the weekend, I didn't have much of a wait, but I felt like my calls were being answered by someone in Manila (which has never been my experience since I've been a premier).
Today, the automated voice said my expected wait time would be around 10 minutes. Maybe it's inclement weather or something?
Over the weekend, I didn't have much of a wait, but I felt like my calls were being answered by someone in Manila (which has never been my experience since I've been a premier).
Today, the automated voice said my expected wait time would be around 10 minutes. Maybe it's inclement weather or something?
If it did it's most likely inclement weather -- only time I've gotten a "your estimated wait time" recordings are when something high-impact is going down... heck even when I get the "heavier than usual call volume" recording it's usually less than 30 seconds (and frequently in the middle of the recording) that an agent is on the line. I get Manila all the time when calling .com support (always because a MP award ticket failed to go through for some reason), but think I've gotten some fairly thick US accents from time to time on 1K
Dec 7, 2019, 10:09 am
#207
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,470
Anyone else notice a decline in 1kvoice responsiveness? My emails used to be regularly answered within 24 hours. Now it's taking up to 5 days, and often I have to send reminders to get anything done.
Dec 7, 2019, 10:21 am
#208
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,074
Dec 7, 2019, 10:29 am
#209
Join Date: Aug 2013
Location: DEN
Programs: UA 1K; BR Gold
Posts: 85
Absolutely. Multiple days to get a response. The answers aren't accurate either on a few recent inquiries of mine.
Dec 7, 2019, 10:30 am
#210
FlyerTalk Evangelist
Join Date: Nov 2014
Location: MSP
Programs: DL PM, UA Gold, WN, Global Entry; +others wherever miles/points are found
Posts: 14,423