Bicoastal From , joined Dec 1969, posts, RR:
Reply 2, posted (8 years 6 months 1 week 1 day 9 hours ago) and read 1251 times:
The absolutely worst decision United has made...well one of them. You should hear the disparaging words in the Red Carpet Clubs. The premium, high yield flyers whom United is trying to attract are PISSED OFF. Incompetent agents in India, giving different answers to the same questions and poor, poor service are the norm. I talk to a lot of gate agents and it's the number one complaint United is getting these days.
Planecrazy2 From United States of America, joined Apr 2004, 615 posts, RR: 4
Reply 3, posted (8 years 6 months 1 week 7 hours ago) and read 1236 times:
I hate calling their outsourced centres. I can barely understand what they are saying and it is a huge pain to do the simplest things. Even as a Premier I get routed there and it's horrible. Now I just call at off hours and talk to an american and get everything sorted out without hassle.
SJC>SFO From , joined Dec 1969, posts, RR:
Reply 4, posted (8 years 6 months 6 days 21 hours ago) and read 1221 times:
UA's call centers are incredibly inefficient at getting things done. For simple sales, I'm sure they're fine, but that's a function people would be better off doing online anyway. For making changes, even something as simple as getting assigned seating, they are either unable to do it, or it takes 4-5 times as long as someone who has a proper command of both english and UAs rules. I'm quite certain this largely elimates the cost advantage of the call center.
Honestly, I don't buy the "outsourcing is bad" argument. But it does piss me off as a customer when the outsourcing wastes a great deal of my time.