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Yesterday I called the international awards office to check on my upgrade to Paris. The call was answered by one of the most charming and helpful agents with whom I have ever had the pleasure of speaking. She did a great deal of research for me which took quite a long time--in excess of 30 minutes so I put her on speaker hold in my PDX office. When she came back on to give me the results, I accidentally disconnected her trying to switch the phone off speaker.

When I called back, a second agent who was equally helpful, actually took the time to discover the identity of the first agent and get up and go to her station so we could be reconnected. Unfortunately, the first agent had left for the day so the second agent relayed the information to me as best she could from the notes.

I was even more delightfully surprised when I arrived home last night to find that the first agent had called my home and left a detailed message of the outcome of her research.

I was amazed at how hard they both tried to help me. Service well deserving of a letter of commendation.

Agreed. Unfortunately with reservations they cannot offer a uniform product because after all, these are individuals helping you. I have experienced the whole range-- agents who are rude and don't seem inclined to help you with a thing, to agents who really spend the time to help you, even going out of their way at times, and do it with professionalism and friendliness.

Over the past week I have probably spoken to 20 different agents regarding two related but separate problems. Most were typical-- they tried to be helpful, but were not exceptional. Some were not so helpful and not so inclinded, one was downright rude (though the information he had was very useful), and two were exceptional-- two service awards went out this week because they not only solved my problems, but ended hours of frustration.

[This message has been edited by dw (edited 03-16-2000).]

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Sometimes you run into an angel which can make your experience just wonderful! I had a couple similar experinece but with AA.

I should have asked for name and wrote a letter of commendation which I regret not doing so... http://www.flyertalk.com/forum/frown.gif

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"It is not doing the things we like to do, but liking the things we have to do, that makes life blessed." - Goethe

I had a very similar experience just yesterday with a DL agent who helped me book an award ticket. At the end of the call I told her that I wanted to send her an "Above & Beyond" card, so I got her information, and she said that made her day!

Nice to know there are still angels out there. Of course, besides for the individual, it also depends on which call center you were connected to. (and thus depends on where you place the call from)

Let's see a show of hands..how many people usually get great responses out of the Phoenix call center? Boston call center? Denver call center? (How many of call centers does UA have?)

Beckles: I know for DL I've gotten good response mostly from the SLC call center; I've had a tough time understanding the ATL call center people. http://www.flyertalk.com/forum/wink.gif Not to say they aren't nice though.

Both of these wonderful ladies were in Virginia.

Well you know, Virginia is for Lovers http://www.flyertalk.com/forum/biggrin.gif

That reminds me, see you tomorrow night http://www.flyertalk.com/forum/wink.gif

Punki, I can't wait to see you in April... http://www.flyertalk.com/forum/cool.gif

UA has call centers in many different parts of the country including Los Angeles, Denver and Detroit. At one time, the Los Angeles call center was across the road from the airport, although I think that they have subsequently moved.

A couple of years ago, after had spoken with the same reservation agent several times within the previous three months, he actually ran over to meet me when he knew I would be passing through LAX. When had a nice little chat in the 1K room and then we went our separate ways.

There are MANY exceptions to this, but I have noticed some clear regional differences with respect to friendliness and helpfulness of the UA agents. I have generally had poorer luck with the Detroit-based agents than anywhere else. As a result, I often call the premier exec phone number rather than the 1K number, because the official 1K center is located in Detroit.

That being said, I spoke with one of the most helpful, friendly and capable Detroit-based agents last week when I needed to resolve some issues pertaining to an international itinerary. She give me her name and invited me to call her back if there was anything else she could do. The following day, I called the 1K number and left a message for this agent. 15 minutes later, she called me back and we had an equally pleasant and productive discussion.

Punki,

I'm so glad this happened to you after you have been so helpful to others on the board (including The Lurker http://www.flyertalk.com/forum/smile.gif)

I agree about the variability of service - just yesterday, I called to ask about some upgrade certificates I believed I was still due. Report showed they were mailed out way back in August http://www.flyertalk.com/forum/frown.gif. Without my even asking, the angel offered to mail a replacement set and did it on the spot http://www.flyertalk.com/forum/eek.gif

On a related note, does anyone know if these "Above and Beyond"-type of cards or letters of commendation actually do the employee any good? Specific stories anyone??

Lurker

From what some off duty airline employees were telling me on my Wash DC- PHL flight was that these "Great service" notes go into their files.

The one thing I can say about BAD service is the IAD (Wash DC) 1K Room.. WOW.. how Rude.. Telling the customer what should have been done and they will let it go through.. no matter if the people promised this, updated your record.. the IAD 1K room "agents" think they are gods.... Very sad.. I did not feel welcomed or happy listening to the interactions in the club...

SAD

Indeed, as I have said, even I have given up on the 1k center at IAD after wasting my valuable charm and niceness on those meanies (and its not even that they're mean...they're just so efficient that it is painful to even speak to them). http://www.flyertalk.com/forum/frown.gif

Quote from an agent in the 1K center in SFO tonight..."You must have confused me with someone nice". Say what? Oh boy. To be a UAL VP and hear a comment like that would almost make up for hearing it.

I thought the 1K room at ORD's C terminal took the cake, but after a few experiences at IAD's room...I've just completely avoided ever going in there for any reason. Don't get me wrong: the people accross the hall in the Red Carpet Club are just as rude and disingenuous, but at least I can get a drink in there and find a seat far enough from the service desk so I don't have to look at them or hear their lectures to other ff requesting to upgrade or get a seat change or be booked on another flight. It's amazing how different the folks are in the 1K rooms at SEA and SFO...

There seems to be something special about the whole temperament of IAD, and I think that this may affect both employees and passengers alike.

About a year ago I was boarding a flight to MIA and said to the boarding agent something profound and deep like "How are you?"

She paused for a few seconds, looked at me with amazement and replied, "Gee, nobody has ever said that to me before!" http://www.flyertalk.com/forum/smile.gif

Perhaps it is the intensity of crowds, especially during the time preceding the 5:30ish bank of flights. That long, very narrow, terminal was NEVER designed to handle that many people concurrently. I suspect that these conditions do not bring out the best in anyone.