Flybynight From Norway, joined Jul 2003, 1002 posts, RR: 3 Posted (7 years 10 months 3 weeks 2 days 15 hours ago) and read 1299 times:
When I got the voicemail at home from UA that there had been a schedule change I didn't really care. It has happened many O times.
So, I call to check on my upgrade and the schedule change. The first lady at UA was about as helpful as 1-ply toiletpaper. She was about to change my whole trip without any concern or without listening to me. For some reason she put me on hold and we got disconnected.
I called back to the Premier number and I got a very helpful lady. She helped me override the illegal connection (my connecting flight is only 25 minutes due UA's own schedule change, not my original booking) so I could stay on my original flight path.
A little background, I'm flying SEA-SFO-HNL-Lihue. The first ticket agent was going to change the SFO-HNL flight without any regard that I am meeting someone in Honolulu. She would NOT listen. Second lady was cool and listened and helped.
I am a loyal Star Alliance flier, but that first lady needs to learn customer service. Second lady thumbs up. I think it helps if you like your job. She even knew about Seat Guru. First lady probably didn't know Seat Guru from a Steely Dan (look it up!)
I think UA has some of the best CS people in comparison to any of the other major American carriers. I've only flown them once, and they changed our schedules as well. When my teacher (it was for a school trip to Germany) called to inquire about a 45 minute connection in O'Hare, they were happy to switch us to a different flight, with no cost to us, and without being a total b*tch *cough* Northwest *cough*. Bravo to UA reps- you do a fine job!
Halls120 From , joined Dec 1969, posts, RR: Reply 2, posted (7 years 10 months 3 weeks 2 days 15 hours ago) and read 1220 times:
Quoting Flybynight (Thread starter): I called back to the Premier number and I got a very helpful lady. She helped me override the illegal connection (my connecting flight is only 25 minutes due UA's own schedule change, not my original booking) so I could stay on my original flight path.
That was the key - you got someone at the Premier desk - they are always incredibly helpful.
Once I was on a business trip overseas, and because of a death in the family, I had to return to DC, pack, and get out to the west coast ASAP. I called UA, and they helped me change my ticket back to DC with no hassle, and set up a flight to OAK, charging me the lowest price available - as if I was purchasing 14+ days in advance, when instead they could have gouged me.