What's happened with 1K Voice?
Oct 16, 2008, 11:23 am
#16
Join Date: Jul 2007
Programs: UA 1K MM, Alaska MVP Gold 75K, AA PLT
Posts: 1,082
Illegible, incompetent responses to complaints from your best customers = POOR MANAGEMENT.
Oct 16, 2008, 4:57 pm
#17
Join Date: Sep 2003
Location: LAX
Programs: UA MM | BA Silver
Posts: 7,192
Sent off a couple of emails in the past week. All were followed up promptly and only 1 felt like a cut and paste job. Did not get a "we will reply" email from most of them.
Oct 22, 2008, 8:46 pm
#18
Join Date: Dec 2004
Location: BOS<>NYC<>BKK
Programs: UA 4.3MM LT-GS; AA1MM; Amtrak SE; MAR LT TITAN; PC Plat; HIL DIA; HYA GLOB
Posts: 4,389
I had a serious issue in intl F last week. I wrote 1Kvoice, and within three days had a personal response that addressed my problem specifically, with with the resolution I had expected. It simply worked.
I guess MMV!
I guess MMV!
Oct 22, 2008, 8:59 pm
#19
Suspended
Join Date: Dec 2006
Location: Paris, France
Programs: Over-entitled UA 1PMM; JetSmarter; HHonors Gold
Posts: 9,723
Do they keep track of the letters to 1K voice to see who is complaining the most? Does it have any impact on the response times/responses?
Nov 17, 2008, 6:01 am
#20
Join Date: Sep 2003
Location: LAX
Programs: UA MM | BA Silver
Posts: 7,192
New auto response from 1kvoice:
Thank you for your message. You may expect a reply between 2 – 3 business days.
If you need immediate attention, please call our toll free number at (800) xxx-xxxx and select the appropriate option. You will be connected, on a priority basis, with one of our most experienced agents.
Thank you for your business and for choosing United Airlines.
Thank you for your message. You may expect a reply between 2 – 3 business days.
If you need immediate attention, please call our toll free number at (800) xxx-xxxx and select the appropriate option. You will be connected, on a priority basis, with one of our most experienced agents.
Thank you for your business and for choosing United Airlines.
Nov 17, 2008, 4:55 pm
#21
Join Date: May 2004
Programs: UA 1K 2MM, BA Gold, SQ TPP
Posts: 1,487
Unresponsive 1kvoice
Seems like 1kvoice takes days (if at all) to respond to you. I've emailed DL and US (as zero-status passengers) and have gotten a much quicker turn around. I guess it isn't a surprise with UA's customer service.
Now of course I could send an email to 1kvoice saying this, but what's the point ...
Now of course I could send an email to 1kvoice saying this, but what's the point ...
Last edited by FlyinHawaiian; Nov 17, 2008 at 5:36 pm Reason: already an existing thread on this topic
Nov 17, 2008, 5:03 pm
#22
FlyerTalk Evangelist
Join Date: Dec 2004
Posts: 23,999
You're angry about days?
I'd understand if you were mad about weeks, but days? This is UA were talking about!
I generally get a response from 1Kvoice within 4-7 days, which seems average.
I'd understand if you were mad about weeks, but days? This is UA were talking about!I generally get a response from 1Kvoice within 4-7 days, which seems average.
Nov 17, 2008, 5:06 pm
#23
Join Date: May 2004
Programs: UA 1K 2MM, BA Gold, SQ TPP
Posts: 1,487
I know not to expect too much from UA these days ... I am just surprised DL and US (which are also US-based airlines) were much better even when I had no status ...
Anyway, just after I sent this, I got a reply for 1kvoice that clearly showed that they didn't read my first email properly ... so here we go again ... another turnaround ...
Anyway, just after I sent this, I got a reply for 1kvoice that clearly showed that they didn't read my first email properly ... so here we go again ... another turnaround ...
Nov 17, 2008, 5:10 pm
#24
FlyerTalk Evangelist
Join Date: Feb 2007
Location: Los Angeles / Basel
Programs: UA 1K MM, AA EXP, Hyatt Globalist
Posts: 26,919
I wouldn't worry about not getting a response...give them a couple weeks at least.
BTW, I was pleasently surprised that an e-mail I sent to NW was answered within five minutes last week.
BTW, I was pleasently surprised that an e-mail I sent to NW was answered within five minutes last week.
Nov 17, 2008, 5:24 pm
#25
FlyerTalk Evangelist
Join Date: Aug 2003
Location: SNA
Programs: UA Million Mile Nobody, Marriott Platinum Elite, SPG Gold
Posts: 25,228
This is about average for me too, including a second response from 1K Voice just a few minutes ago. Their first reply (about 6 days) was miserable, so I sent back and got an acceptable reply in another 5 days.
Nov 17, 2008, 5:24 pm
#26
Join Date: Sep 2007
Location: San Francisco
Programs: UA 1K, Marriott Titanium, IHG Platinum, Avis President's Club, Hertz President's Circle
Posts: 323
Nov 17, 2008, 7:15 pm
#27
Join Date: Aug 2008
Location: Chicago
Programs: United 1K
Posts: 477
I sent a question as to why I was charged for a drink in first - the jumbled response from Ms. India said something about not serving alcohol to inebriated passengers. Considering it was my first drink of the day, I don't think that is why she would CHARGE me for a drink!
Nov 17, 2008, 7:51 pm
#28
Join Date: Oct 2008
Programs: UA 1K, AA Plat, SPG Platinum, National Executive
Posts: 1,970
When Song was around, I remember sending them emails multiple times a day...maybe 6 or 7 at the most each day. Every email was answered within 30 minutes or so.
Nov 18, 2008, 7:57 am
#29
Join Date: Oct 2007
Programs: UA 2.2MM, Marriott Lifetime Platinum, National Exec, Hertz President's Club, Starwood Gold
Posts: 173
I've emailed 1K voice several times recently to compliment various CSRs for good service on the phone. I typically get a personalized response (based on form letter) back in 48 hours.
Feb 20, 2010, 5:02 pm
#30
Join Date: Jun 2005
Location: In the gate area on a flight delay
Programs: UA Million Miler, Hyatt Platinum, Starwood Gold, Marriott Silver, Motel 6 Tin
Posts: 1,093
1KVoice an Utter and Complete Joke
A week ago, I sent 1KVoice an email inquiring why my Elite Choice selection of 2 additional SWUs (selected on January 18) had not yet posted to my MP account.
So far, no response from 1KVoice. The SWUs (which I would really like to use) have still not posted.
Why do I bother being loyal to United? I have no answer. I guess United employees think they are government employees immune to competitive market forces.
So be it. At least, for the time being, Americans still have choices.
So far, no response from 1KVoice. The SWUs (which I would really like to use) have still not posted.
Why do I bother being loyal to United? I have no answer. I guess United employees think they are government employees immune to competitive market forces.
So be it. At least, for the time being, Americans still have choices.