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

Old Oct 3, 2017, 9:38 pm
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Consolidated "1K/Premier Call Line/eMail Experiences" Thread

Old Dec 23, 2016, 3:04 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]
dmodemd is offline  
Old Dec 23, 2016, 9:17 pm
  #62  
 
Join Date: Dec 2006
Programs: United 1K, *wood LT Plat
Posts: 815
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..
lilpisher is offline  
Old May 10, 2017, 11:35 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: 1,654
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?
timfountain is offline  
Old May 10, 2017, 11:47 am
  #64  
 
Join Date: Apr 2016
Location: EWR/LHR/SFO
Programs: UA 1K 1MM
Posts: 574
Originally Posted by timfountain
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?
Did you get an auroresponse from UA ~5mins after you sent either email? If I get that, I always eventually receive an answer (usually within 48h) from a person. If I don't get it (and I've no idea why it sometimes doesn't arrive), the email disappears and nobody ever responds.

I would file a request via the support contact page of the website if you've tried twice to no avail.
sfo789 is offline  
Old May 10, 2017, 1:34 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: 1,654
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!
timfountain is offline  
Old May 10, 2017, 2:44 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.
Nick Hermann is offline  
Old May 10, 2017, 2:53 pm
  #67  
 
Join Date: Jul 2011
Programs: UA 1K 2MM
Posts: 84
Took a little over 2 weeks for them to respond to my last two emails. Slow seems to be the new normal.
LimeySD is offline  
Old Jun 28, 2017, 8:47 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?
ILflier is offline  
Old Jun 28, 2017, 8:52 pm
  #69  
 
Join Date: Nov 2000
Location: San Francisco
Programs: 1K 2.2MM
Posts: 2,349
Varies for me. Sometimes I get a reply same day...sometime 48 hours, but rarely longer. Agents seem to vary - some are helpful and make personal responses, some only give canned replies.
1k-all-the-way is offline  
Old Jun 28, 2017, 9:45 pm
  #70  
FlyerTalk Evangelist
 
Join Date: Oct 2006
Location: SFO/SJC
Programs: UA Silver, Marriott Gold, Hilton Gold
Posts: 14,820
As a plat and gold over the last few years, I don't think it's ever been more than 3-4 days for a response.
emcampbe is offline  
Old Jun 28, 2017, 9:47 pm
  #71  
A FlyerTalk Posting Legend
 
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott Ti, LTP; Hilton Diamond (Aspire)
Posts: 56,029
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.
Kacee is offline  
Old Jun 28, 2017, 9:48 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: 5,720
Usually no later than 2 days. I probably write 2-3 times a year tops, so a small sample size.
MBS MillionMiler is offline  
Old Jun 28, 2017, 10:04 pm
  #73  
 
Join Date: Jun 2010
Location: Florida
Programs: United 1K, Marriott Ambassador, Hilton Gold
Posts: 672
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.
CruiserCLE is offline  
Old Jun 28, 2017, 10:08 pm
  #74  
 
Join Date: Dec 2016
Posts: 33
Interesting. I sent my email on June 24 (4 days ago - but 3 full business days) and nothing! If I don't hear back by tomorrow - I will follow up :/
ILflier is offline  
Old Jun 29, 2017, 2:36 am
  #75  
 
Join Date: Feb 2008
Programs: UA 1K, Marriott Amb, HH Diamond, Hertz PC
Posts: 129
I just had occasion to write them a few days ago. Sent my email 6/27 @ 8:26pm, received a response 6/28 @ 7:25am, so turnaround time was about 11 hours -- was pleasantly surprised!
littlejimmy112 is offline  

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