LAXintl From , joined Dec 1969, posts, RR: Posted (1 year 3 weeks 2 days 16 hours ago) and read 1852 times:
Reposted per Mod request....
Colorado couple spend 12-hours listening to Rhapsody in Blue while trying to contact United Airlines on Sunday to rebook a cancelled flight.
This follows 3-hour hold on Saturday and inability to rebook online due to website outage and errors.
Couple documented their phone adventure on social media.
With a company allegedly focused on 'customer service', imo its totally unacceptable to have your clients endure such an extreme and embarrassing wait. Add in the failure the website over the weekend which also was not prepared to such levels of irregular operations.
MWHCVT From , joined Dec 1969, posts, RR:
Reply 1, posted (1 year 3 weeks 2 days 15 hours ago) and read 1793 times:
Errors happen, I once worked in a call centre and the office closed at 10pm for normal calls, some how one customer was still on hold waiting for the CSR when the lines closed this would normally of terminated the call, that person stayed on the call waiting for nearly two hours before hanging up, I was on the night shift so had no access to take that call
peterinlisbon From , joined Dec 1969, posts, RR:
Reply 3, posted (1 year 3 weeks 2 days 11 hours ago) and read 1695 times:
Errrm.... I'm still ere....
I thought that the epic fail referred to the passengers who failed to hang up when noone answered. I wonder if the call system said something like "you are now number 12,147 in the queue, your call will be shortly".
reffado From , joined Dec 1969, posts, RR:
Reply 4, posted (1 year 3 weeks 2 days 8 hours ago) and read 1617 times:
Quoting peterinlisbon (Reply 3): "you are now number 12,147 in the queue, your call will be shortly".
Ha! Good one! But in my experience, most call systems will state a default message if the calculated wait time is more than an established deadline, say, 5 minutes. Companies I know, when such limit is exceeded, just state "You will be transfered *shortly*". But of course shortly can mean anything between 5 minutes and one second to an eternity.
kanban From , joined Dec 1969, posts, RR:
Reply 6, posted (1 year 3 weeks 1 day 10 hours ago) and read 1466 times:
Quoting LAXintl (Reply 5): Unless you expect these folks to forget their plans and lay low for days possibly, I think it natural to attempt to continue trying to reach United to figure out what their plan B is.
To sit on hold for 12 hours is idiotic regardless of the circumstances. There are other avenues when one line isn't working.
Hey, at least they were accepting calls this time. Last time there was a major weather event, they wouldn't even let you go into a holding queue.
But seriously, none of the airlines are "flyer friendly" (whatever that means) by your standards I guess. We laugh at movies like Planes, Trains, and Automobiles because of how irrational the characters got when their plans get screwed up because of weather... and then we get irrational when it happens to us.
Take a chill pill, understand the limitations of incredibly complicated systems and machines, and deal with it.
Quoting LAXintl (Reply 5):
Well in fairness their flight was cancelled. Without reaching UA somehow they were not going anywhere.
I'm fairly certain they could have gone to the airport. If it was too treacherous to drive, then it's sure as hell too treacherous to fly... and it's time to lay low for a couple of days until it passes.
If 12 hours causes you to have a life-altering crisis, you've scheduled yourself too thin.
type-rated From , joined Dec 1969, posts, RR:
Reply 11, posted (1 year 2 weeks 6 days 4 hours ago) and read 1152 times:
Why don't the airlines get one of those phone systems that says "All agents are currently busy. At the tone please enter your phone number and we will have the next available agent call you back." Now that would be customer service.