Oct 3, 2017, 8:38 pm
Last edit by: WineCountryUA
Consolidated "1K/Premier Call Line/eMail Experiences" Thread
Jan 27, 2016, 3:09 pm
#1
Original Poster
Join Date: Nov 2006
Location: SFO South Bay
Programs: UA 2MM
Posts: 3,052
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?
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?
Jan 27, 2016, 3:18 pm
#2
Suspended
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.
Jan 27, 2016, 3:19 pm
#3
Join Date: Jan 2005
Location: New York, NY
Programs: UA, AA, DL, Hertz, Avis, National, Hyatt, Hilton, SPG, Marriott
Posts: 9,454
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:
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.
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.
Jan 28, 2016, 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.
Jan 28, 2016, 7:48 am
#10
Join Date: Oct 2013
Location: WAS/ BOM
Programs: UA 1K, Marriott Gold, HHonors Gold
Posts: 1,567
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!
Jan 28, 2016, 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.