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United Call Centre  
User currently offlineAlaskaqantas From New Zealand, joined Dec 2005, 905 posts, RR: 4
Posted (7 years 5 months 2 weeks 2 days 6 hours ago) and read 1800 times:

G-day,

So my dad wants to fly ANC-AKL in May in Business class, and my nana and her mate are flying AKL-ANC in August/Septemer in business class. Before we ever buy a ticket we always check to see if there is award availability because it is cheaper to buy the miles for business or first then to buy a ticket in that class.

So I called AS and their partners didn't have anything.

I then grudgingly called United, I have already had issues with United prior times that I had called them and I wasn't looking forward to this call either.

I called up and after going through the automated thing and being transferred to an 'english speaking' person I had to explain exactly what I wanted even though the computer had sent through what I had already told it.:

AKL-ANC, 2 people, business class, leaving August 27th.

For some reason she couldn't figure out exactly what I meant. finally she realised she checked and told me that she had found stuff she told me about the ticket, I made sure to ask if it was for two people in business class, she said "yes"

I then went through to hold the buggers and as she was confirming everything I heard her say the word economy. At this point I told her that I had wanted the ticket in Business class. She looked and looked and looked and found everything but one domestic route in business class. The tickets were getting routed through Asia, but that was fine. I told her that it was fine if one segment was in economy and that I'd keep calling once I had the ticket to see if anything else opened. she replied:
"Thank you for calling united"

and she HUNG UP.

So now I called back up less then a minute later and talked to a guy that I could hardly understand and told him exactly what I wanted. what did he do? He started looking up everything in Economy, I told him "Business class" and so then he told me that there was nothing at all for the whole month in business class.

At that point I didn't have the time or the effort to try any more, so I told him thank you and goodbye.

Last time I sent a letter to United I dind't get a reply and obviously they didn't listen, so I don't see a point in wasting my time with them for the moment.

I hope that this doens't sound snobbish or anything, but I don't have an hor and a half plus some to waste.

Anyone else have this problem? Also, where is their call centre?
~Cheers-
~~Kyle H.

[Edited 2007-03-10 02:48:15]


to some people the sky is the limit, to aviation enthusiasts, its home!
3 replies: All unread, jump to last
 
User currently offlineSW733 From United States of America, joined Feb 2004, 6313 posts, RR: 9
Reply 1, posted (7 years 5 months 2 weeks 2 days 4 hours ago) and read 1784 times:

Why even use the call centre? I don't touch it with a 10 foot pole. Go online, it's easy, it's quick, and it's in English  Smile...my one experience with a United call centre was a pain in the butt...talking to India about a cancelled fight from Kansas to Illinois made me laugh a little, and they didn't understand why, when my original flight was at 7am, I would rather be on the 6am flight than the 4pm flight they put me on automatically. "You would rather go that early?"..."uh...yes!"

User currently offlineBicoastal From , joined Dec 1969, posts, RR:
Reply 2, posted (7 years 5 months 2 weeks 1 day 22 hours ago) and read 1769 times:

United's call centers are in India. They have a few open still in the US, but they're mostly for premium flyers with special phone numbers, etc. Can't speak specifically for United, but airline industry wide, the number of people calling airlines has gone down dramatically. The contracted call centers have high turnover and inexperienced staff. This isn't only a United problem. Every airline and industry using outsourced centers are having the same problem.

The vast majority of people book online, make changes, pick seats, etc. I'm not clear from your post on why you even needed to call. You obviously have a computer.


User currently offlineAlaskaqantas From New Zealand, joined Dec 2005, 905 posts, RR: 4
Reply 3, posted (7 years 5 months 1 week 4 days 14 hours ago) and read 1719 times:

Quoting Bicoastal (Reply 2):
The vast majority of people book online, make changes, pick seats, etc. I'm not clear from your post on why you even needed to call. You obviously have a computer.

I do most of my bookings on-line, but for Star Alliance flights the online reservations tells me to call them, which I did.

I m currently in Costa Rica (which is awesome!) and I don't have the time, or the place to call United back, if I even want to.

I guess the only airlines I've ever called recently were AS, QF, and NZ, and they don't outsource.
~Cheers-
~~Kyle H.



to some people the sky is the limit, to aviation enthusiasts, its home!
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