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

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

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Old Jan 27, 16, 3:09 pm
  #1  
Original Poster
 
Join Date: Nov 2006
Location: SFO South Bay
Programs: UA 2MM, B6 Mosaic
Posts: 2,986
Consolidated "1K/Premier Call Line/eMail Experiences" Thread

Is it just me, or is UA getting MUCH faster and better as responding to 1KVoice emails? Twice in the past week I have had issues that I did not feel like calling UA for, and sent off a note to 1KVoice instead. In both cases, I got not just a response, but an actual solution within 1 hour of sending the email!

In the past, it would take days to weeks to get any sort of response, which usually was not even addressing my issue. Often, I would never hear anything back for UA.

New customer service improvement, or just luck?
blueman2 is offline  
Old Jan 27, 16, 3:18 pm
  #2  
mkr
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Join Date: May 2010
Location: Just outside Big D, or many other places in big metal tubes
Programs: WN Rpd.Rwrds, AA, was longtime CO very top Elite tier, Overentitled UA Lifetime 1K (since 2012)
Posts: 1,334
Comments in the past from UA indicate that response time varies, based upon workload and complexity of issue. They shoot for 24-48 hours.
mkr is offline  
Old Jan 27, 16, 3:19 pm
  #3  
 
Join Date: Jan 2005
Location: New York, NY
Programs: UA, AA, DL, Hertz, Avis, National, Hyatt, Hilton, SPG, Marriott
Posts: 7,928
I agree with the response time improvement. Nice to see the company placing an emphasis on taking care of customers who spend tens of thousands of dollars (and ++++) with it annually, instead of taking us completely for granted.

For a bit of a blast from the not-so-distant past, here's an automated reply I received from 1KVoice back in September 2013:

*** This is an automated response confirming the receipt of your email. Please do not reply ***
Please use this Case ID number if you need to contact us regarding this inquiry: XXXXXXXX
Thank you for contacting United Airlines. Our Customer Care team is currently responding to most inquiries within 14-21 business days. If your message is regarding an upcoming trip, a baggage delay or about our MileagePlus frequent flyer program, please refer to our helpful links below. We look forward to assisting you.
EWR764 is offline  
Old Jan 27, 16, 3:21 pm
  #4  
 
Join Date: Jan 2010
Programs: UA 1K
Posts: 355
I have also noticed much faster response times from 1KVoice. Even in the past week during the storm chaos. If only my GPUs would clear, I would be feeling very appreciative of my 1K status!
alexperi is offline  
Old Jan 27, 16, 5:07 pm
  #5  
 
Join Date: Dec 2015
Programs: UA 1K
Posts: 207
Noticed the same thing. I received a response within a few hours twice over the storm weekend. Fastest responses I've ever received.
simmang is offline  
Old Jan 27, 16, 7:36 pm
  #6  
 
Join Date: Aug 2010
Location: NYC
Programs: UA 1P (1k ain't what it used to be)
Posts: 363
Same, Emailed on two issues this past weekend and had a real response <2 hours.

Going to miss 1kvoice after next sunday.
oblisk is offline  
Old Jan 28, 16, 12:35 am
  #7  
 
Join Date: Jan 2010
Location: LAS
Programs: UA 1K (2MM), AA Exec Plat, BA Gold, MH Enrich Platinum
Posts: 1,689
Dec 29 email, Jan 13 reply
Jan 17 email, Jan 17 reply

Combination of whether they had etc go to a different department to get info, can reply by themselves- and luck.
zebranz is offline  
Old Jan 28, 16, 4:14 am
  #8  
 
Join Date: Feb 2010
Location: Hustletown
Programs: UA 1K (1MM), Marriott lifetime Plat
Posts: 211
Agreed. Using wifi on a UA midcon flight this past Sunday, I submitted a request for original routing credit. I had a response from 1K Voice before I landed. Very pleased.
busyexec331 is offline  
Old Jan 28, 16, 7:03 am
  #9  
 
Join Date: Jan 2004
Posts: 3,994
Earlier this week I e-mailed the generic Mileage Plus address for original routing credit and got a response back within 30 minutes.
blort is offline  
Old Jan 28, 16, 7:48 am
  #10  
 
Join Date: Oct 2013
Location: WAS/ BOM
Programs: UA 1K, Marriott Gold, HHonors Gold
Posts: 1,551
I got a "response" in 2 hours except there wasn't any response in it. I just got my original email with a case number in the subject. It didnt even have the "do not reply" in the message body!
IADFlyer123 is offline  
Old Jan 28, 16, 7:53 am
  #11  
 
Join Date: Apr 2005
Programs: Former 10yr UA 1K now Gold, MMiler, Hertz 5*
Posts: 584
I think UA management should take the credit for the faster response time, they probably successfully culled half the 1K's over the last 3- 4 years....
rosesplus is offline  
Old Jan 28, 16, 8:06 am
  #12  
 
Join Date: Jun 2007
Location: Washington, DC
Programs: United 1K (3MM) and RCC, elite levels for most hotel and car programs
Posts: 273
1K response to emails

I didn't get a particularly fast response from an email about a IAD to TPA trip last week ... but it was much more empathetic than I have received to other problems I have encountered over the past 3-4 months. Took about 2 days.
recreationguru is offline  
Old Jan 28, 16, 12:03 pm
  #13  
FlyerTalk Evangelist
 
Join Date: Jul 1999
Posts: 10,582
Yesterday I got a response in a couple minutes less than 2 hours.
Baze is offline  
Old Jan 28, 16, 12:35 pm
  #14  
 
Join Date: Jan 2011
Location: San Antonio, TX
Programs: UA lifetime 1K, AA EXP, Marriott Lifetime TE, Avis is dumb
Posts: 773
I have also noticed extremely quick response times lately. As others posted, less than 2 hours
hookthem is offline  
Old Jan 28, 16, 1:33 pm
  #15  
 
Join Date: Feb 2015
Posts: 699
I contacted 1K voice via the web form. GOt a response in less than 2 minutes after I clicked "submit".
It was a real response..and not canned.

Wow.
ft4lyf is offline  

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