Global Services Wait Time
Apr 26, 2019 | 9:23 am
#31
Join Date: Dec 2014
Programs: UA GS ,QF Plat
Posts: 686
Maybe the subject of a separate post, but it gets worse. Agree the wait times have increased in the last month - they often state 5-10 minutes but then appear in 2-3 minutes.
But much worse is the email response. It seems they've been instructed to be as useless as possible. I've had three recent messages sent to GS Desk that have resulted in Screw You responses. Requests have involved a) obtaining receipts that I can use for company reimbursement (UAs system is abysmal in getting receipts correct - especially for changes, and changes, and changes) and b) getting seats on a partner airline (SAS is the latest problem - it's impossible to get advance seat reservations on the websites of several partner airlines).
Here's an example of a message received 30 minutes ago: "We are focused on past date events here at Customer Care and I feel you would receive better service from..." This was never the case in the past, but seems to be the norm in the last 30 days.
Ron
But much worse is the email response. It seems they've been instructed to be as useless as possible. I've had three recent messages sent to GS Desk that have resulted in Screw You responses. Requests have involved a) obtaining receipts that I can use for company reimbursement (UAs system is abysmal in getting receipts correct - especially for changes, and changes, and changes) and b) getting seats on a partner airline (SAS is the latest problem - it's impossible to get advance seat reservations on the websites of several partner airlines).
Here's an example of a message received 30 minutes ago: "We are focused on past date events here at Customer Care and I feel you would receive better service from..." This was never the case in the past, but seems to be the norm in the last 30 days.
Ron
Apr 30, 2019 | 8:19 am
#32
Join Date: Jun 2005
Location: KDEN
Programs: UA GS, AA EXP, BA GGL
Posts: 110
Here we go again... 7:45a and I'm being quoted a 5 minute wait time. There are no WX issues except a 30 minute flow time into EWR (checked the FAA website).
This used to be one of the best perks about being GS. Now, every time I hear "your business is important to us", I know it's code for "thanks for your money - let's see how many cuts we can make until you leave us for the competition".
This used to be one of the best perks about being GS. Now, every time I hear "your business is important to us", I know it's code for "thanks for your money - let's see how many cuts we can make until you leave us for the competition".
Last edited by BE-58; Apr 30, 2019 at 8:20 am Reason: typo
Apr 30, 2019 | 8:25 am
#33
Join Date: Feb 2016
Location: ORD | LGA | 2E
Programs: UA GS 1.7MM UC | AA CK 0.7MM AC | Bonvoy Ambassador | Hyatt Globalist | Hertz PC
Posts: 1,120
Called last night (~9PM MT) to switch to an AM flight today DEN > ORD. Picked up in one ring and outside of the "I suppose you'd like to stay in first class, ::sigh::" (I'm on a Z fare) it was a very quick/nice experience.
Apr 30, 2019 | 11:51 am
#34
Join Date: May 2010
Location: MidCal
Programs: UA MM 1K, UC, Lifetime HH Diamond, Avis President’s Club
Posts: 373
You share yours first and Ill share ours. 😜
I miss the 1K line.....especially when I got the HNL agents.
There is no special 1K phone line, the old 1k number (ending in 1000) works like every other standard UA reservation number -- based on the entered MP account or the MP account attached to the phone you are calling from --- you will be prioritized in the queue. Independent of what phone number you use. The GS phone line is the only dedicated phone line.
Not sure what happens if a GS calls a non-GS line, would have to guess the system would route them to the GS Desk, but ....
Not sure what happens if a GS calls a non-GS line, would have to guess the system would route them to the GS Desk, but ....
Last edited by WineCountryUA; Apr 30, 2019 at 12:52 pm Reason: merging consecutive posts by same member
May 1, 2019 | 5:19 pm
#37
Join Date: Jul 2015
Location: Pacific
Programs: UA GS, Lifetime 4 MM, Marriott Lifetime Titanium Elite, Marriott Ambassador Elite
Posts: 480
Is it just me or is everybody waiting 5+ minutes for somebody to come on the the 866 GS line? If I am calling from the US, I'm annoyed; I have the call on speaker mode so I can do other things. When I am abroad, I just see the $$$ wasted listening to hold music.
it's annoying
it's annoying
May 1, 2019 | 5:41 pm
#39
Join Date: Nov 2009
Location: SFO, TPE, HNL
Programs: UA GS 4MM, RCC life member (paid), Marriott Lifetime Titanium, Hyatt Globalist, CLEAR
Posts: 1,944
Is it just me or is everybody waiting 5+ minutes for somebody to come on the the 866 GS line? If I am calling from the US, I'm annoyed; I have the call on speaker mode so I can do other things. When I am abroad, I just see the $$$ wasted listening to hold music.
it's annoying
it's annoying
May 1, 2019 | 6:11 pm
#40
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, AS MVP Gold, MR LTT, HH Dia, IHG Dia, Amex Plat
Posts: 37,455
May 3, 2019 | 12:04 am
#43
Join Date: Jan 2013
Location: Hawai'i Nei
Programs: Au: HA, UA, Marriott, Hilton; GE
Posts: 7,813
May 3, 2019 | 12:51 am
#44
Join Date: Mar 2004
Location: NYC
Programs: UA GS, Amex Centurion, UA 1MM
Posts: 574
I have to say almost every time I call, even a seemingly easy task I am on a call for over an hour. This isnt once or twice but almost 75% of the time. The GS agent has to call the fare desk, MP desk or desks Ive never heard of to get requests accomplished. Granted Im trying to do things like changes, GPUs from CUB accounts, GPUs for family members etc. none can be accomplished online. I am very appreciative for all the GS benefits but its so complicated sometimes and that to get somethings done takes layers upon layers of bureaucracy. If an agent is helping me for an hour each time its a huge drain on resources and they obviously cannot help anyone else.
May 5, 2019 | 10:54 am
#45
Join Date: Nov 2013
Location: CO
Programs: UA OG-1K, Marriott Plat, Hertz PC
Posts: 1,475
I was on calls for 40+ min earlier this year and recently for 5 calls it has been 5 min minimum on all but one call at 1 min. I thought it was because I fell to Plat from 1k- which even during IRROPS seemed to be almost instantly connected. Sounds like their system is struggling. Maybe calling from a phone/location/number that for some reason is having issues routing you correctly?