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UA To Close DEN Call Center

UAPremierGuy From United States of America, joined Oct 2005, 206 posts, RR: 0
Posted (7 years 7 months 6 days 16 hours ago) and read 2226 times:

Sad news coming out of DEN today. UA is going to close its call center in Denver, leaving only Detroit and Chicago domestically open. Everything else has shifted to India...A HORRIBLE MISTAKE. I and EVERY single person I have talked to is quite angry by this shift. And, sadly, most in UA don't know that 230 domestic UA jobs have just been lost to Indian workers. A shame...press release below...

http://www.9news.com/acm_news.aspx?O...76dce6-ac1f-02d8-0047-c589c01ca7bf

DENVER - United plans to close its Denver reservations center, the airline announced Wednesday.

The decision affects a total of 230 workers employed by the center. United says it will offer all of them a paid transfer to one of its other reservation centers in Chicago or Detroit.

It's Time To Fly!

16 replies: All unread, jump to last

Garri767 From , joined Dec 1969, posts, RR:
Reply 1, posted (7 years 7 months 6 days 16 hours ago) and read 2216 times:

This looks like it will turn into Delta at DFW all over again ...

AirEMS From United States of America, joined May 2004, 684 posts, RR: 3
Reply 2, posted (7 years 7 months 6 days 16 hours ago) and read 2207 times:

Alas another casulity in the grand game of airline life... living in Denver and watching my father going through the destruction of the first Frontier may everyone find work

Fly Safe
-Carl

If Your Dying Were Flying

Cubsrule From United States of America, joined May 2004, 21294 posts, RR: 19
Reply 3, posted (7 years 7 months 6 days 16 hours ago) and read 2154 times:

Quoting UAPremierGuy (Thread starter):
Everything else has shifted to India...

What exactly is in India? As recently as a couple weeks ago, domestic reservations was being handled by Americans.

Quoting Garri767 (Reply 1):
This looks like it will turn into Delta at DFW all over again

Read more carefully.

I can't decide whether I miss the tulip or the bowling shoe more

StevenUhl777 From , joined Dec 1969, posts, RR:
Reply 4, posted (7 years 7 months 6 days 16 hours ago) and read 2154 times:

It will bite them in the ass in the long run. People HATE talking to people in India...so very difficult to understand them. I deal with the same thing at my company with our IT group, and I just dread the thought of having to talk to them at all.

Sign of the times, I guess... Sad

Garri767 From , joined Dec 1969, posts, RR:
Reply 5, posted (7 years 7 months 6 days 16 hours ago) and read 2136 times:

Quoting Cubsrule (Reply 3):
Read more carefully.

i know im saying this is what delta started with, then it went downhill from there.

Cubsrule From United States of America, joined May 2004, 21294 posts, RR: 19
Reply 6, posted (7 years 7 months 6 days 15 hours ago) and read 2107 times:

Quoting Garri767 (Reply 5):
i know im saying this is what delta started with, then it went downhill from there.

I'm incredibly confused. Why is DL in DFW at all applicable here? What was the closing of US' Winston-Salem call center a sign of?

I can't decide whether I miss the tulip or the bowling shoe more

Blrsea From India, joined May 2005, 1228 posts, RR: 3
Reply 7, posted (7 years 7 months 6 days 15 hours ago) and read 2094 times:

As per the report, all employees are being offered jobs at other reservation centers. How can these jobs be going to India then if UA is still employing them? From the report, it looks like they are consolidating their call centers.

DIA77 From United States of America, joined Jan 2000, 700 posts, RR: 7
Reply 8, posted (7 years 7 months 6 days 15 hours ago) and read 2080 times:

I have no clue where any of this India talk is coming from. As Blrsea stated, it looks like UA is just consolidating their operations. Their Denver facility is near Stapleton and it's quite old. They own the building so by selling it, they can consolidate some of their assets. You can hardly compare DFW and DL with DEN and UA. DL was slowly dying at DFW as the second carrier. UA will not be leaving DEN anytime soon......

Flypdx From United States of America, joined Apr 2005, 636 posts, RR: 0
Reply 9, posted (7 years 7 months 6 days 15 hours ago) and read 2072 times:

Why do they have a call center in Detroit? Chicago makes sense, but I don't get Detroit.

A330323X From United States of America, joined Oct 2003, 3039 posts, RR: 47
Reply 10, posted (7 years 7 months 6 days 15 hours ago) and read 2069 times:

Quoting Cubsrule (Reply 6):
What was the closing of US' Winston-Salem call center a sign of?

An excellent question, especially since it hasn't closed, nor is it about to. Smile

(US recently closed its PIT res center.)

I'm the expert on here on two things, neither of which I care about much anymore.

RampRat74 From United States of America, joined Dec 2003, 1457 posts, RR: 2
Reply 11, posted (7 years 7 months 6 days 14 hours ago) and read 2018 times:

Quoting Blrsea (Reply 7):
As per the report, all employees are being offered jobs at other reservation centers. How can these jobs be going to India then if UA is still employing them? From the report, it looks like they are consolidating their call centers.

It doesn't work that way. The news would like you to think that. If the person has seniority, he or she can transfer to DETRR or ORDRR. Then the junior employees in those centers will be laid off.

I wonder why they didn't offer HNLRR to transfer to? HNLRR has had openings in the past.

DLKAPA From , joined Dec 1969, posts, RR:
Reply 12, posted (7 years 7 months 6 days 14 hours ago) and read 2005 times:

Quoting UAPremierGuy (Thread starter):
most in UA don't know that 230 domestic UA jobs have just been lost to Indian workers.

Specifically because no jobs have been lost. All the employees are being offered transfers (thereby you can assume UA doesn't intend to terminate jobs), meaning UA is actually creating new jobs in India.

1011 From United States of America, joined Feb 2001, 315 posts, RR: 0
Reply 13, posted (7 years 7 months 6 days 14 hours ago) and read 1966 times:

Has anybody talked to these res agents in India??? It takes 4 times as long to get anythig done. I had to call for times in Aug just to check my seats and aircraft type. They just kept reading my flight times over and over. They didn't know what aircraft type was. When I did explain it they then read, 752, 744, 735 etc. I know what this means but does anybody else? The problem is that you can't understand them. I have talked to them about 15 different times this year and have had problems everytime. I know of people that booked flights on SWA just because they couldn't understand these res agents. I don't understand it because a res agent is the very first person that the pax talks to and not being able to understand them is a big problem. I am at the point if I can't book a flight online then I will go down to the airport and book it there or fly somebody else. Delta is doing this too.

What is next pilots from India? They already are doing heavy maint outside the US.

UA772IAD From Australia, joined Jul 2004, 1640 posts, RR: 3
Reply 14, posted (7 years 7 months 6 days 13 hours ago) and read 1950 times:

I don't understand the India move myself. Is UA slowly bringing back its presence there (maybe to start a flight again)? Or is it because it is cheap. Also, isn't UA's Reservation Center mostly automated with computer voice prompts? I guess the best bet is united.com if you have internet access.

The777Man From United States of America, joined Jul 1999, 6115 posts, RR: 56
Reply 15, posted (7 years 7 months 6 days 13 hours ago) and read 1950 times:

It's not correct to say that because of this, only DTWRR and CHIRR will remain open; IADRR with about 400 agentsm, HNLRR still has about 400 agents and SBNRR with about 80 agents are still open and haven't been announce to be closed yet. FWARR will close in May but only takes calls related to lost baggage.

I feel for those agents in DENRR; I used to work at LAXRR and had to transfer to IADRR.....Still miss Los Angeles very much.....

The777Man

Need a Boeing 777 Firing Order....Further to fly....GA, T5, CI and LX 777s

764 From United States of America, joined Jul 2001, 608 posts, RR: 0
Reply 16, posted (7 years 7 months 6 days 13 hours ago) and read 1937 times:

Lovely - now we'll have to explain to a new set of reservation sales agents what exactly a PNR is and why there is a difference between displayed availability and actual availability. I actually tried to explain the concept of married segments to a non-English speaking reservations agent recently and she just kept insisting that she wasn't available. Poor girl actually thought I was proposing to her...

I wish that they'd leave the call centers in the country. Or even better - have actual professionals available to customers rather than "just" call center agents who in some cases have to sell phone plans, airline tickets and probably magazine subscriptions at the same time.

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