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Consolidated "1K/Premier Call Line/eMail Experiences" Thread

Old Oct 3, 2017, 8:38 pm
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Consolidated "1K/Premier Call Line/eMail Experiences" Thread

Old Oct 3, 2020, 10:36 am
  #226  
 
Join Date: Oct 2015
Location: SAN
Programs: 1K (since 2008), *G (since 1990), 1MM
Posts: 3,214
Recent calls, for the most part, have been with inexperienced CS agents. You can tell an agent who has seen the issues before and those that have not. Hate when at the end the less experienced agents push rental cars, credit cards. Experienced 1K agents know 1K folks do not need that assistance.

However, I certainly understand less staffing in these times and perhaps the experienced agents have retired.
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Old Jan 5, 2021, 10:58 am
  #227  
 
Join Date: Nov 2005
Programs: UAL 1K MM, HHonors Diamond, Hyatt Globalist
Posts: 871
United Sending Non-response to Emails (Even 1Ks)

Twice in the past month I received the following canned response from United:

Thank you for reaching out to us!
We want to make sure you get the best service possible, and since your email concerns a current or future flight the best resource for you is going to be united.com.

If for any reason you can't find what you're looking for and you need additional assistance, please reach out to us by giving us a call at 1-800-864-8331 (1-800-UNITED-1), visiting our United Customer Care Contact Center page (that includes international contact options) or reaching out to us via our Twitter or Facebook pages.

Please note, this email box is not monitored. Thank you, and we look forward to seeing you on board soon!

Sincerely,

United Customer Care
Problem: neither email had to do with future travel and I searched the website before asking the questions. I don't have a Facebook or Twitter account and don't have time to spend on the phone.

Anybody else receiving irrelevant canned responses from United?
SMF Rider is offline  
Old Jan 5, 2021, 11:00 am
  #228  
Suspended
 
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,452
I've had no email from UA in ages.
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Old Jan 5, 2021, 11:06 am
  #229  
 
Join Date: Nov 2005
Location: Budapest
Programs: UA Marriott
Posts: 255
I had reason to reach out to Customer Care today, but they would not take the call since the flight has not occurred yet. They asked for my email and promised to get back with me. I'm not holding my breath...but hopefully I'll be wrong.
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Old Jan 5, 2021, 11:09 am
  #230  
 
Join Date: Jul 2017
Location: YVR
Programs: UA 1K
Posts: 975
I thought customer care is usually for during / after trips. Can you address your concern to reservations / MP / 1k voice?
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Old Jan 5, 2021, 2:00 pm
  #231  
 
Join Date: Jul 2013
Location: Montreal, Quebec
Programs: United, Bonvoy, NEXUS/GE, Amex Plat
Posts: 125
I’ve gotten a similar response email. And yes this is after sending an inquiry to 1kvoice and waiting a week. Very disappointing, though maybe not surprising, that they’ve suspended 1kvoice and routed those emails to a contact center that doesn’t actually care to answer any questions other than telling you to visit United.com.
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Old Jan 5, 2021, 5:22 pm
  #232  
 
Join Date: Mar 2009
Location: Kingdom of Saudi Arabia
Programs: UA-1k, 1mm, Marriott-LT Platinum, Hertz-Presidents Circle
Posts: 6,355
Had a delay due to misplaced crew ORD-AUS which was 4 hours late arriving. Emailed 1k voice adn received the following:

I'm sorry to hear about your flight delay. On-time service is part of being a reliable airline, and although we try to plan for all unforeseen events, sometimes these challenges can affect our operations.

While we no longer have compensation options for delays less than 8 hours, I do sincerely appreciate your feedback, and will pass it on to our Operations team for review. We understand that we have some work to do, and we're determined to regain your trust.

As a valued MileagePlus Premier 1K member, we look forward to winning back your loyalty and business on a future United flight.

Regards,
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Old Jan 5, 2021, 5:24 pm
  #233  
 
Join Date: Mar 2009
Location: Kingdom of Saudi Arabia
Programs: UA-1k, 1mm, Marriott-LT Platinum, Hertz-Presidents Circle
Posts: 6,355
Is this true? So we can screw up and get you somewhere 8 hours late and go pound sand otherwise? Not meeting anyone’s expectation with that low bar.
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Old Jan 5, 2021, 5:44 pm
  #234  
FlyerTalk Evangelist
 
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 31,959
Originally Posted by SMF Rider
Twice in the past month I received the following canned response from United:

Problem: neither email had to do with future travel and I searched the website before asking the questions. I don't have a Facebook or Twitter account and don't have time to spend on the phone.

Anybody else receiving irrelevant canned responses from United?
No, this has been going for quite some time. Someone didn't read your request properly and hit the canned response button for 'not the right place'. They are usually reasonably good to filter the ones out they need to actually respond to, but some they miss.
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Old Jan 5, 2021, 6:20 pm
  #235  
 
Join Date: Jan 2020
Location: San Francisco Bay Area
Programs: United 1K, Marriott Titanium, Hilton Diamond
Posts: 506
Originally Posted by SMF Rider
Twice in the past month I received the following canned response from United:



Problem: neither email had to do with future travel and I searched the website before asking the questions. I don't have a Facebook or Twitter account and don't have time to spend on the phone.

Anybody else receiving irrelevant canned responses from United?
I received the same email when sending a pretty generic question to 1kvoice@ about a month ago. They used to answer any question I would throw at them.
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Old Jan 6, 2021, 7:42 am
  #236  
 
Join Date: Sep 2007
Location: IAH
Programs: UA MM, AA almost MM
Posts: 1,162
UA customer service reply has been very disappointing. It was pretty clear that the computer algorism are making some automated replies. My husband emailed a complaint about lack of face mask enforcement. He got reply stating that he doesn't qualify for a refund.
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Old Jan 6, 2021, 8:27 am
  #237  
 
Join Date: Jun 2014
Location: YYC
Programs: UA 1K, Accor Platinum, Marriott Gold, Delta Silver, Hilton Gold
Posts: 361
Originally Posted by SMF Rider
Anybody else receiving irrelevant canned responses from United?
Yes, I've received a few this year.
I believe they send this canned response when don't have an answer for the question or simply want to deflect it.

For my specific question, both Twitter and 1K line asked me to contact Customer Care (and I wrote that in my emails) so it was pointless to try these channels again.
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Old Jun 10, 2021, 4:00 am
  #238  
 
Join Date: Dec 2019
Posts: 177
1kvoice?

Does it usually take multiple days to get a reply or even acknowledgment from 1kvoice when writing in about a recent flight experience? Or do they not usually reply when not asking for anything?

I have written in to customercare usually to compliment an agent or flight crew, and always got replies. But this trip had so many problems (not with people) that I finally took them up on their offer “To provide us feedback after your travels”

I kept the email to the 2 most egregious issues, which could have easily been 4 or 5. Also, provided a short summary before the details.

I would have atleast thought they would send an apology along the lines of “We are very sorry for canceling your onward flight from NRT - while you were in the air to NRT. But, we are happy to hear the ANA agents were able to get you the last seat to your destination and only needed the full 2.5 hour layover to figure out what was going on. Thanks for flying United!” or some such thing. It has been 4 days since I wrote in.
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Old Jun 10, 2021, 8:43 am
  #239  
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Join Date: Aug 2015
Posts: 11,443
Originally Posted by random.parts
Does it usually take multiple days to get a reply or even acknowledgment from 1kvoice when writing in about a recent flight experience? Or do they not usually reply when not asking for anything?

I have written in to customercare usually to compliment an agent or flight crew, and always got replies. But this trip had so many problems (not with people) that I finally took them up on their offer “To provide us feedback after your travels”

I kept the email to the 2 most egregious issues, which could have easily been 4 or 5. Also, provided a short summary before the details.

I would have atleast thought they would send an apology along the lines of “We are very sorry for canceling your onward flight from NRT - while you were in the air to NRT. But, we are happy to hear the ANA agents were able to get you the last seat to your destination and only needed the full 2.5 hour layover to figure out what was going on. Thanks for flying United!” or some such thing. It has been 4 days since I wrote in.
For some time now it seems like, same as the phone lines, all emails just get routed into a general customercare pool with some sort of status priority. The autoreply says they'll do something within 1 business day, but in my recent experience it's rare that there's any response in that time frame.

Structuring your emails for clarity and concision does help with making sure you get what you want, but I don't think it affects the overall response time much — it seems like most of that is taken up by just waiting for someone to take a look at all.
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Old Jun 10, 2021, 5:42 pm
  #240  
 
Join Date: Dec 2019
Posts: 177
Originally Posted by fumje
For some time now it seems like, same as the phone lines, all emails just get routed into a general customercare pool with some sort of status priority. The autoreply says they'll do something within 1 business day, but in my recent experience it's rare that there's any response in that time frame.
I was wondering if it went into the same pool but I did not even get an autoreply, so thought maybe it was different. Checked and double checked that I sent to the correct email spelling etc, and used the mailto link from the app so it auto populated.

Not sure if I should send again - one of the issues involved them having the wrong information about entry documents (needing to be printed-they did not) that almost got me denied boarding - the posted government requirements only required a QR code confirmation and neither the connecting station or final needed printed documents (I used the digital)

Anyway, dont know how much it would change things to let them know that their document check paper is wrong. I think most others would have taken a seat as the gate agent asked and missed the flight instead of running back through the terminal to beg a Centurion lounge agent to print the document as they started the boarding process.
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