Longer than Average Wait Time For Premier Desk
Nov 15, 2018, 4:31 pm
#1
Original Poster
Join Date: Jul 2012
Location: SBP
Programs: UA 1K, Marriott Titanium, Marriott Lifetime Platinum, Hilton Diamond
Posts: 533
Longer than Average Wait Time For Premier Desk
It seems like lately whenever I have to call United it takes forever even though the premier line. Up until recently I never waited more than a few seconds to get a hold of someone. I'm currently on hold and have been waiting over 15 minutes which is quite unfortunate since the 1(800) number isn't toll-free internationally.
Nov 15, 2018, 4:34 pm
#3
Join Date: Mar 2002
Location: DAL
Posts: 3,398
Nov 15, 2018, 4:37 pm
#6
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,395
Both Skype and Google Voice offer calls to US-based 800#s at no charge. You just need a (free) account; you don't need to load any credit into it.
Nov 15, 2018, 4:42 pm
#9
Original Poster
Join Date: Jul 2012
Location: SBP
Programs: UA 1K, Marriott Titanium, Marriott Lifetime Platinum, Hilton Diamond
Posts: 533
Trinidad and Tobago.
Nov 15, 2018, 7:12 pm
#10
Join Date: Jul 2007
Location: San Francisco/Sydney
Programs: UA 1K/MM, Hilton Diamond, Marriott Something, IHG Gold, Hertz PC, Avis PC
Posts: 8,156
I'm in the ORD B6 United Club at the moment, and the line for the service desk is 20 people deep, and that's probably the shortest it's been since I got here an hour ago. The customer service desk in the terminal is snaked completely out of the holding area and into the terminal itself.
Countless flights to/from Newark and many other airports have either been delayed or extensively delayed. It's no surprise the phone lines are just as backed up, especially given that at least half of the people in the lines appear to be on hold to the various phone desks as well...
Countless flights to/from Newark and many other airports have either been delayed or extensively delayed. It's no surprise the phone lines are just as backed up, especially given that at least half of the people in the lines appear to be on hold to the various phone desks as well...
Nov 15, 2018, 7:18 pm
#11
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 11,460
Here is one of google's reference pages:
https://support.google.com/hangouts/answer/3187125
Nov 15, 2018, 8:13 pm
#12
Join Date: Mar 2002
Location: DAL
Posts: 3,398
If you don't mind spending a few dollars, calling via Google Voice to Hong Kong is only 2 cents per minute. The staff in Hong Kong are not contracted out and can be helpful when the US lines are busy. The number is +852-2810-4888
Nov 15, 2018, 8:19 pm
#13
FlyerTalk Evangelist
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott LTT
Posts: 10,343
Finally got through to the 1K line after a 38 minute hold. When I called in I was warned I'd be waiting 20-25 minutes. So much for good estimates.
The 1K agent told me there are more than 2,000 calls in queue right now. I'm not sure if he meant for 1K line only.
-RM
The 1K agent told me there are more than 2,000 calls in queue right now. I'm not sure if he meant for 1K line only.
-RM
Nov 15, 2018, 9:09 pm
#14
FlyerTalk Evangelist
Join Date: Oct 2006
Location: SFO/SJC
Programs: UA Silver, Marriott Gold, Hilton Gold
Posts: 14,884
I like it when I get offered the chance to type in my number to get a call back. UA doesn’t offer it, but many companies do.
On the the other hand, at least one can get through to hold. Maybe they’ve improved, but I had one experience with Delta during a big ATL storm and Forget about holding, you couldn’t even get on a line to hold. And I had to call because my return flight disappeared because I wasn’t properly boarded on the outbound flight. Even hours later, the next morning, I couldn’t get through to reservations, and ended up using the Slymiles number because that was the only way to get a hold of an agent.
Nov 15, 2018, 9:20 pm
#15
FlyerTalk Evangelist
Join Date: May 2001
Posts: 10,965
My first try at about 8:30 EST it said it will call me back in 15 minutes. It did and an agent answered in about a minute. She put me on hold and did not come back after 8 minutes so I hung up.
Tried again and waited about 15 minutes and gave up.
On my 3rd try now.
Tried again and waited about 15 minutes and gave up.
On my 3rd try now.