Feb 9, 2022, 10:55 am
removing service agents from clubs? New direction: combo in-person / virtual agents
Feb 6, 2022, 5:17 pm
#16
Join Date: May 2008
Location: NYC
Programs: DL PM; UA 1K; AA 1MM
Posts: 4,518
I noticed the video about virtual assistance right after the safety demo (on fights with TVs) but I had (incorrectly perhaps?) figured it was a consolidation of Customer Service desks from the concourses. I would never expect them to pull agent assistance from clubs.
Feb 6, 2022, 5:33 pm
#17
Join Date: Jun 2007
Location: SRQ, PDX
Programs: UA 1 MM, AA, DL
Posts: 930
Although it may sound strange in this day and age, some people do not carry a phone with them when they fly, especially internationally. I am one of those people. I've used the Club agents many times during IROPS (which happen quite often at hubs like EWR or ORD), and I would be very disappointed if they are gone for good. There's little else of value in many UCs.
Feb 6, 2022, 5:48 pm
#18
Join Date: Oct 2015
Location: SAN
Programs: 1K (since 2008), *G (since 1990), 1MM
Posts: 3,219
My most recent international flights, SYD (last month) and PMI (last Summer) I had issues and the agents at SAN in the UC were great about helping me get issues resolved.
The virtual system is dreadful. I tried using it and got so frustrated I called while trying to use the Chat and the phone agent resolved the issue before the Chat finally got me to the first stage of where I needed to be.
This is not am improvement I will like.
The virtual system is dreadful. I tried using it and got so frustrated I called while trying to use the Chat and the phone agent resolved the issue before the Chat finally got me to the first stage of where I needed to be.
This is not am improvement I will like.
Feb 6, 2022, 6:14 pm
#19
Original Member
Join Date: May 1998
Location: CT/NY
Programs: UA 1K/1MM, AA EXP, Marriott LT Titanium, Hyatt Globalist, IHG Plat Amb
Posts: 6,020
I forgot where I read this, but I thought the pulling of agents from B6 club is temporary to accomodate the renovation in progress.
It's not just consolidation of service agents, but they pull from other airports as well.
The airport virtual assistant is more like a video call with an agent, as opposed to the chat feature. And yes, agree that chat function is not exactly well designed nor executed.
My most recent international flights, SYD (last month) and PMI (last Summer) I had issues and the agents at SAN in the UC were great about helping me get issues resolved.
The virtual system is dreadful. I tried using it and got so frustrated I called while trying to use the Chat and the phone agent resolved the issue before the Chat finally got me to the first stage of where I needed to be.
This is not am improvement I will like.
The virtual system is dreadful. I tried using it and got so frustrated I called while trying to use the Chat and the phone agent resolved the issue before the Chat finally got me to the first stage of where I needed to be.
This is not am improvement I will like.
Feb 6, 2022, 7:20 pm
#20
Original Poster
Join Date: Mar 2008
Programs: UA 1K
Posts: 235
I thought this was a done deal for a long time already. I don't recall exactly when as travel during 2020-21 was quite a foggy time, but the agents at ORD B6 have been gone since early 2021 I believe. At first it was due to low traffic due to covid. Most people probably didn't' notice because you just walk by without paying attention if you aren't going there to seek assistance. It just seems as if they'd rather drive everyone to the app, chat or phone now. Another Kutback I guess.
AA still has agents in their Admirals clubs.
AA still has agents in their Admirals clubs.
Feb 6, 2022, 7:25 pm
#21
Join Date: Dec 2019
Location: EWR
Programs: UA 1K, DL DM
Posts: 255
Source: me, Tuesday night in ORD when I was cancelled to DLH on a multi-city ticket trying to get back to EWR before the storm. They told me to call the 1K desk, which was able to help.
this is bad
Feb 6, 2022, 7:43 pm
#22
Join Date: Mar 2003
Location: Los Angeles, CA
Programs: UA 1K 1MMer & LT UC (when flying UA); Hyatt Credit Cardist; HHonors Diamond; Marriott Gold via UA 1K
Posts: 6,956
If you start the process of buying a day pass on the app, “personalized travel assistance” is listed as one of the “one-time pass benefits.” Huge 
if this is some pilot test. The Club agents have saved me a ton of time and stress over the years. This is one area where UA should NOT be cutting any corners.
if this is some pilot test. The Club agents have saved me a ton of time and stress over the years. This is one area where UA should NOT be cutting any corners.
Feb 6, 2022, 8:31 pm
#23
Join Date: Mar 2017
Posts: 209
Feb 6, 2022, 9:53 pm
#24
Join Date: Apr 2006
Location: ASE
Programs: UA 1MM, AA1MM PLTPRO, Hertz PC, National EXC, Hyatt Explorist, Hilton/Marriott Gold, IHG Platinum
Posts: 3,357
Absolutely ridiculous if true. What value would the UA clubs have if not for the agents to help in irrops? The packaged cafeteria food? The complimentary swill? Or the over-crowded seating?
Feb 6, 2022, 10:25 pm
#25
Join Date: Jan 2005
Programs: SQ, QF, UA, CO, DL
Posts: 2,888
I never use the agents other than for IIROPS when they really could be a lifesaver. When a flight cancels without one second of hesitation I head to the closest club to see an agent. It makes a huge difference getting rebooked before the crowds show up at the customer service desks. And if it involves rebooking on a different airline and getting a taxi voucher to a nearby airport, how does that work over the phone? They send you to the customer service queue to be the 121st person to pick up the taxi voucher?
No matter what anyone says I know I get better service talking to an agent in person rather than over the phone. Phone agents having a bad day can blow you off too easily. Rarely happens in person.
No matter what anyone says I know I get better service talking to an agent in person rather than over the phone. Phone agents having a bad day can blow you off too easily. Rarely happens in person.
Feb 7, 2022, 1:20 am
#26
A FlyerTalk Posting Legend
Join Date: Jun 2005
Posts: 57,613
Of course I have - albeit not as much as it seems to happen to everyone else on this forum. The vast majority of my flying had been international - and other than the occasional delay - never had an issue. The extremely rare times I've had a cancel, I'd know before I left for the airport. Now that I've been in Hawaii the past 10+ years - those flights rarely cancel or delay and in the very rare times they do, I've never had an issue getting auto-rebooked - and nowadays I'd just call the GS line to take care of things.
I never use the agents other than for IIROPS when they really could be a lifesaver. When a flight cancels without one second of hesitation I head to the closest club to see an agent. It makes a huge difference getting rebooked before the crowds show up at the customer service desks. And if it involves rebooking on a different airline and getting a taxi voucher to a nearby airport, how does that work over the phone? They send you to the customer service queue to be the 121st person to pick up the taxi voucher?
Some of my best CS experiences have been during times of stress caused by system disruptions.
Feb 7, 2022, 6:42 am
#29
Join Date: Feb 2010
Location: New Jersey
Programs: UA MM 1K, AA MM Gold, Marriott LT Platinum
Posts: 3,236
I could see where they move those agents to the credentials desk to help with admittance during crunch times and focus more people on IRROPS when needed. At EWR C2 UC, I've seen as many as 5 agents behind the credential desk. In a major IRROPS situation one of them could check people in and the rest address travel issues. In times of heavy attendance but few issues, travelers could get checked in quicker.
Feb 7, 2022, 7:00 am
#30
Join Date: Aug 2008
Location: PHL
Programs: UA 1K 1MM, Marriott Gold, IHG Platinum, Raddison Platinum, Avis Presidents Club
Posts: 5,271
Does this apply the PL?
I was pretty impressed the last time I went to an agent when I had a UA caused mis-connection. As I approached and sat down, I noticed the agent already had my new BPs sitting on her desk ready to give me..
I was pretty impressed the last time I went to an agent when I had a UA caused mis-connection. As I approached and sat down, I noticed the agent already had my new BPs sitting on her desk ready to give me..