Go Back  FlyerTalk Forums > Miles&Points > Airlines and Mileage Programs > United Airlines | MileagePlus
Reload this Page >

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

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

    Hide Wikipost
Old Jul 9, 19, 10:28 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
Last edit by: WineCountryUA
Wiki Link
Print Wikipost

Old Jan 27, 16, 3:09 pm
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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.

ft4lyf is offline  

Thread Tools
Search this Thread
Search Engine: