Oct 3, 2017, 8:38 pm
Last edit by: WineCountryUA
Consolidated "1K/Premier Call Line/eMail Experiences" Thread
Mar 27, 2019, 11:30 am
#181
Join Date: Jan 2010
Location: LAS, ZQN
Programs: UA PP (2MM), BA gold
Posts: 2,198
Not all are that bad. The old UA Hawaii people are great. The "ex-cons" are great in knowing how to do things on the computer. It is still better than calling the main number. Remember, it can always be worse!
Mar 27, 2019, 1:02 pm
#182
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,847
Called the 1K line number and seems like it is routing to the general premier line. It is not even recognizing the phone number (which it used to before). Plus the wait times are now outrageous. No weather issues going on - so not quite sure what is happening. Anyone have the same experience.?
United phone system not auto-recognizing my phone and Mileage Plus number
Mar 27, 2019, 2:40 pm
#183
Join Date: May 2012
Programs: UA
Posts: 1,098
See this post:
https://www.flyertalk.com/forum/30845047-post32.html
https://www.flyertalk.com/forum/30845047-post32.html
Originally Posted by ezefllying
Well, I may have (almost) figured out my problem. After failing yet again to get through to the 1K desk, it dawned on me to try something I haven’t done in years: Actually speak my MP number instead of entering it on my keypad.
And: Viola. Prompted to enter my ZIP code and then transferred within 30 seconds to someone, apparently stateside, who introduced himself as a 1K agent and fixed my problem without threatening to call the Rates Desk.
To test, I called back twice more and entered my number on the keypad. Not recognized or asked for my ZIP code, and instead redirected to the general queue. Called a third time, speaking my number; recognized and prompted for my ZIP.
And: Viola. Prompted to enter my ZIP code and then transferred within 30 seconds to someone, apparently stateside, who introduced himself as a 1K agent and fixed my problem without threatening to call the Rates Desk.
To test, I called back twice more and entered my number on the keypad. Not recognized or asked for my ZIP code, and instead redirected to the general queue. Called a third time, speaking my number; recognized and prompted for my ZIP.
May 9, 2019, 10:25 pm
#184
Join Date: Mar 2015
Programs: UA
Posts: 114
Wait time on 1K line ?
Usually, the wait time on the 1K phone line has always been very good, almost never more than 10 minutes, usually less then 5 minutes.
Now i am hanging around on the line for alreadt 35 minutes, exceeding the announced 15...20 minutes. Also tried a second line in parallel , same thing.
And yes, it was asking for my name, so it knows i am 1k....
Is this a new normal because united figure out another way to save money and annoying its customers, or is this an indication of something going wrong at united (computer problems or the like) ?
Now i am hanging around on the line for alreadt 35 minutes, exceeding the announced 15...20 minutes. Also tried a second line in parallel , same thing.
And yes, it was asking for my name, so it knows i am 1k....
Is this a new normal because united figure out another way to save money and annoying its customers, or is this an indication of something going wrong at united (computer problems or the like) ?
May 9, 2019, 10:39 pm
#186
Join Date: Mar 2015
Programs: UA
Posts: 114
First time without the computer saying initially that there could be longer than normal wait times due to some event!
After 45 minutes waiting i learned from the agent that there are thunderstorms in Houston area. I'd call that an event qualifying for the computer system to tell us there is a reason for these longer wait times. Otherwise i think its fair to fear it could be the new normal. Not ?
The computer system was also confused about an upcoming flight i have where it told me it wasn't ticketed, but the agent then calmed me down and told me everything was fine, and she wouldn't know either why the computer was telling me this.
Just because i am paranoid about unexpected new, lower service level normal doesn't meant it didn't happen in the past already ;-)
After 45 minutes waiting i learned from the agent that there are thunderstorms in Houston area. I'd call that an event qualifying for the computer system to tell us there is a reason for these longer wait times. Otherwise i think its fair to fear it could be the new normal. Not ?
The computer system was also confused about an upcoming flight i have where it told me it wasn't ticketed, but the agent then calmed me down and told me everything was fine, and she wouldn't know either why the computer was telling me this.
Just because i am paranoid about unexpected new, lower service level normal doesn't meant it didn't happen in the past already ;-)
May 10, 2019, 7:58 am
#188
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
That is an unusually long time for 1K to wait. Even during weather events, I've usually not waited more than a minute or so. I suspect your call didn't get routed correctly.
I'd never wait that long unless I had something critically urgent that had to be dealt with.
I'd never wait that long unless I had something critically urgent that had to be dealt with.
May 11, 2019, 3:32 pm
#190
Join Date: Mar 2015
Programs: UA
Posts: 114
Coming to think of it, i am not even sure i remember whether the UA 1K line computer ever gave me any warnings about unusual (weather) situations. I might have confused that with the other number(s) i have to call (lufthansa, egencia, ..). Some of them also take it to an extreme and let the "unusual situation" warrning on the tape for weeks (at least it feels that way).
Wrt. NOT waiting 45 minutes unless its critical: If its critical and you have to wait for 45 minutes, it can really impact your health. At least when you turn my age ;-). So i always think its good to train for such situations when you don't have an emergency. In my situation i luckily didn't have anything urgent, so i just had fun in two phones set up calling the number and playing the 1K loop music over each other while i was doing chores at home. I wasn't quite sure if there was really strict FIFO processing if you answer initial voice responder questions differently, hence the check using two phones. Yes, seems to be FIFO ;-)
Wrt. NOT waiting 45 minutes unless its critical: If its critical and you have to wait for 45 minutes, it can really impact your health. At least when you turn my age ;-). So i always think its good to train for such situations when you don't have an emergency. In my situation i luckily didn't have anything urgent, so i just had fun in two phones set up calling the number and playing the 1K loop music over each other while i was doing chores at home. I wasn't quite sure if there was really strict FIFO processing if you answer initial voice responder questions differently, hence the check using two phones. Yes, seems to be FIFO ;-)
Jul 9, 2019, 5:56 pm
#191
Join Date: Jul 2019
Programs: United
Posts: 1
1K Call Line - Recent Experiences?
Has anyone else called the Premier 1K line recently and ended up with regular reservations reps instead of the "real" 1K representatives? My last 2 calls were clearly NOT answered by Premier 1K representatives but they insisted "Yes, you've called the Premier 1K line."
Jul 9, 2019, 6:25 pm
#193
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,847
Jul 9, 2019, 6:27 pm
#194
Join Date: May 2010
Location: AVP & PEK
Programs: UA 1K 1.8MM
Posts: 6,349
At least in my experience, I have always received good customer support as a 1K (and they pick up fast too).