Global Services email going into black hole
Feb 17, 2018, 7:47 am
#1
Original Poster
Join Date: Jul 2013
Programs: DYKWIA, But I'm a "Diamond Guest" UA 1K/2MM
Posts: 2,250
Global Services email going into black hole
I've sent a few emails to the GS email address in the last few weeks. Normally, I get an automated acknowledgment right away and then a human response in few days. Now I'm getting nothing. Anyone else having this problem?
Feb 17, 2018, 9:46 am
#2
Join Date: Jul 2010
Location: YEG
Programs: UA 1K, AC SE, WJ Gold
Posts: 352
I’ve noticed this with 1kvoice as well. I was wondering if they are transitioning to a new CRM or something and the transition isn’t going smoothly.
Or they are just “enhancing” the email part of the customer experience.
Or they are just “enhancing” the email part of the customer experience.
Feb 17, 2018, 10:19 am
#3
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
The reality is that UA routes according to status, no matter which portal entry you use. You can be a general member and send to GS and it will route to the "nobody desk" or a GS and use the "nobody" email and it will route to GS (which is essentially a priority queue to a more senior agent).
Feb 17, 2018, 10:54 am
#5
Join Date: Dec 2014
Programs: UA GS ,QF Plat
Posts: 686
I am not happy at all with the GS "service" response level at the moment too inconsistent.
Feb 17, 2018, 1:03 pm
#6
Join Date: Dec 2004
Location: SOW
Programs: UA GS 5 MM, Delta 1.6MM & Hilton Diamond, Avis Chairman, Marriott Lifetime Titanium
Posts: 768
I complained to GS earlier this week about there not being any seats in the PHX UC for the 3 time in 2 months. Got a reply back the following day along with another reply from a director with UC two days later. original email was sent to GS email address.
Feb 17, 2018, 1:03 pm
#7
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,416
The reality is that UA routes according to status, no matter which portal entry you use. You can be a general member and send to GS and it will route to the "nobody desk" or a GS and use the "nobody" email and it will route to GS (which is essentially a priority queue to a more senior agent).
Last edited by WineCountryUA; Feb 17, 2018 at 1:37 pm Reason: FT rule against posting non-public emails
Feb 17, 2018, 2:38 pm
#8
FlyerTalk Evangelist
Join Date: Aug 2005
Location: Chicago
Posts: 11,513
The reality is that UA routes according to status, no matter which portal entry you use. You can be a general member and send to GS and it will route to the "nobody desk" or a GS and use the "nobody" email and it will route to GS (which is essentially a priority queue to a more senior agent).
Feb 17, 2018, 4:57 pm
#10
Original Poster
Join Date: Jul 2013
Programs: DYKWIA, But I'm a "Diamond Guest" UA 1K/2MM
Posts: 2,250
I think I've always gotten a response from the web form; whereas the GS email has been about 70%. That might just be coincidental, though. Incidentally, clicking the box to have GS contact me at the end of the survey is the worst -- maybe 30% response. You'd think United would pay more attention to what are supposed to be their best customers.
Feb 17, 2018, 5:10 pm
#11
Join Date: Dec 2013
Location: dark side of the moon
Programs: papa card, UA 1K
Posts: 707
Calling is the quickest way with GS. That's been the case for a number of years
Feb 18, 2018, 7:27 am
#12
Original Poster
Join Date: Jul 2013
Programs: DYKWIA, But I'm a "Diamond Guest" UA 1K/2MM
Posts: 2,250
