Oct 3, 2017, 8:38 pm
Last edit by: WineCountryUA
Consolidated "1K/Premier Call Line/eMail Experiences" Thread
Dec 23, 2016, 2:04 pm
#61
Join Date: Dec 2005
Location: Kirkland, WA
Programs: AS 75K,UA Gold 1.6MM, Hilton Dia, Marriott LT Plat, Hyatt Glb, Natl Exec, Hertz 5*
Posts: 3,657
I recently complained of inop wifi on my transpac flight and did it through the customer care form on united.com and got within 24 hour personalized response with $200 e-cert. They even thanked me for my 1.6MM with them.
Now, I haven't flown or complained in a long time so my compensation ticker had probably run out so was time to collect :S
Response was from [email protected]
Now, I haven't flown or complained in a long time so my compensation ticker had probably run out so was time to collect :S
Response was from [email protected]
Dec 23, 2016, 8:17 pm
#62
Join Date: Dec 2006
Programs: United 1K, *wood LT Plat
Posts: 825
Not directly related, but submitted a compliant on the website (as a Plat) and got a substantive reply in about 24 hours that actually demonstrated that the individual actually read my comments and it wasn't the typical "we're sorry" form letter that they had been sending. I was actually pretty impressed and starting to wonder if UA is actually turning a corner..
May 10, 2017, 10:35 am
#63
Join Date: Nov 2004
Location: PDX
Programs: AA LT PLT (3.6+ MM), UA 1K LT Gold, Hilton LT Diamond, Bonvoy Gold.
Posts: 1,660
1K Voice not responding (2x on same issue)
I was delayed in SFO by what I considered to be an inordinate amount of time due to runway construction (9 hours late on a simple PDX-SFO-SBA flight) and had 2 consecutive flights from SFO to SBA cancelled during that trip. I have now pinged 1K voice twice, just to let them know of the poor performance of UA and I have not heard a single thing from them. Each email was ~ 1 week apart. Is this normal?
May 10, 2017, 10:47 am
#64
Join Date: Apr 2016
Location: EWR/LHR/SFO
Programs: UA 1K 1MM
Posts: 574
I was delayed in SFO by what I considered to be an inordinate amount of time due to runway construction (9 hours late on a simple PDX-SFO-SBA flight) and had 2 consecutive flights from SFO to SBA cancelled during that trip. I have now pinged 1K voice twice, just to let them know of the poor performance of UA and I have not heard a single thing from them. Each email was ~ 1 week apart. Is this normal?
I would file a request via the support contact page of the website if you've tried twice to no avail.
May 10, 2017, 12:34 pm
#65
Join Date: Nov 2004
Location: PDX
Programs: AA LT PLT (3.6+ MM), UA 1K LT Gold, Hilton LT Diamond, Bonvoy Gold.
Posts: 1,660
No, nothing... Just chirping crickets. In the past I got a response with a case #. Not the last two times. I just sent on more message and got a case # this time so clearly something was broken on the UA end the last couple of weeks, or maybe they didn't like me!
May 10, 2017, 1:44 pm
#66
Join Date: Jan 2017
Location: New York(ewr,Roc)
Programs: United MP Premier Gold, *A Gold, Marriott Gold, SPG Gold
Posts: 87
My last complaint with united I never received an email back from them about my past issues with my RT in april (ROC-ORD-SFO-EWR-ROC) multiple delays, equip swaps, and cancelled flight with 21 hours to burn through to get to my final airport. Somewhat surprising about 10 minutes after booking 2 pax EWR-PUJ RT for $1200 I get my compensation from united. Last complaint took about a week to solve, Just wished I got the ETC before booking.
Jun 28, 2017, 7:47 pm
#68
Join Date: Dec 2016
Posts: 33
1kvoice and united.com response time
In the automated email response to claims made to 1kvoice they say: "Our Customer Care team will address your email and respond back to you shortly. Response time is generally within one business day."
Is it just me or the actual response time is much longer?
I have emailed them twice in the past 6 months: once for wet luggage and once for a cancelled flight. In both times it has taken over 4 days to respond (this time it's been 4 days and still did not hear anything other than the automated email).
Is this normal?
Is it just me or the actual response time is much longer?
I have emailed them twice in the past 6 months: once for wet luggage and once for a cancelled flight. In both times it has taken over 4 days to respond (this time it's been 4 days and still did not hear anything other than the automated email).
Is this normal?
Jun 28, 2017, 8:47 pm
#71
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,420
My responses have been running 24-48 hours lately.
Maybe one time in five my e-mail seems to get lost in the void and I have to follow up to get a response.
Otherwise, I've generally been pleased with the quality of the responses.
Maybe one time in five my e-mail seems to get lost in the void and I have to follow up to get a response.
Otherwise, I've generally been pleased with the quality of the responses.
Jun 28, 2017, 8:48 pm
#72
Used to be MBS PremExec
Join Date: Sep 2000
Location: Saginaw, MI (MBS)
Programs: UA 1K 1.9MM, Marriott Titanium w/Lifetime Plat, Hilton LIfetime ♢, National Exec, Amex Plat
Posts: 5,722
Usually no later than 2 days. I probably write 2-3 times a year tops, so a small sample size.
Jun 28, 2017, 9:04 pm
#73
Join Date: Jun 2010
Location: Florida
Programs: United 1K, Marriott Ambassador, Hilton Gold
Posts: 673
I'm generally in the 2-3 day camp as well. Although a few weeks ago someone responded to my note 35 minutes after I submitted it 
... not sure if it was a slow night or what, but my jaw literally dropped when I saw the email pop up.
... not sure if it was a slow night or what, but my jaw literally dropped when I saw the email pop up.