narvik

(bolding mine)
Exactly, that's what I meant.
The welcome message states: "Welcome back, narvik.", and not "Welcome back, narvik. If you're not narvik please input your MP number". There's really no options, once it recognizes the phone number, AFAIK.

JimInOhio

They have reservations agents now? I learn something every day here.

fumje

If you change or de-register your phone number in your profile, it should stop recognising you, but I'm unsure how long it would take for that to propagate through all of their systems.

Often1

The myth of the 1K line is that there is some specialized center with dedicated agents. It does not matter which number you call. Either through number recognition or MP# entry, the system will correctly prioritize your call. If the system greets you by name, that is because it has matched to your MP# and thus your status.

As a 1K, you are second tier (behind GS), which cuts your wait time and also keeps you onshore. During massive IRROPS, you will do better than others, but there will still be wait times. If it takes you 25 minutes, someone else is waiting 2 hours.

wanderingkev

The GS line has degenerated significantly in response and variability of agent of the past couple of years. The answer tone is "all of our agents are currently busy" 7 out of 10 times, normally for 3-5 minutes.Still better than for others .....but it should be, maybe GS needs trimming back too

1KChinito

Try calling Air Canada without status on a normal day. Last time it took me almost an hour to reach a CSR.

cranky1K

goodeats21

I typically get the "All agents are currently assisting other customers", but usually it rings immediately after and the call is answered. Sometimes it even cuts off the "busy" message. I can't recall waiting more than 15 seconds over the past couple years. And I have been stuck in some of the large scale weather events. Hard to believe GS calls are waiting 3-5 minutes. (Not doubting your reports, just strikes me as crazy).

My bigger complaint is the variability of the agents knowledge / skill. There are times when I just know they are no good, and I find an excuse to end the call before they can touch my record.

Kacee

This matches my experiences. A very small number of times I've had to wait maybe a minute or two. On rare occasion, I've been routed to an overseas call center.

So I have to wonder if the occasional 1K reports of 20+ minute waits are the result of UA's system mishandling the call.

Vangrovsky

Within the same week, I was stranded by weather in two cities on two airlines.(AA and UA)

I was unable to rebook by logging into my UA reservation because there were no alternative flights. When I called the number on the back of my UA platinum card, the recording said that my wait time was expected to be 52 minutes. I used my other phone and called the regular UA number and it was an even longer wait because the system simply gave up and requested that I call back later.

Anyway, it took 93 minutes before a premier desk rep finally picked up. She rebooked me on the next day's flight within 3 minutes and even upgraded me from my original E+ seat to Premium Plus. She was extremely nice and told me that she hadn't go to the restroom in 3 hours because the avalanche of calls due to the weather cancellation.

I'm just wondering how long would a 1k or GS member have to wait in that situation? Would someone on those dedicated lines pick up after just two rings or something?

Repooc17

Lowly Gold here. Understood with all of the weather issues as of late, but several calls to the Premier desk were disconnected after a long wait. Finally got a hold of someone at around 3am local time.