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United To Close Dulles Res Center  
User currently offlineRampRat74 From United States of America, joined Dec 2003, 1522 posts, RR: 2
Posted (7 years 11 months 1 week 6 days 10 hours ago) and read 5875 times:

United to Close Dulles Reservations Center
----------------------------------------------------
United announced this week that it will close its
Reservations call center in Sterling, Virginia,
effective October 16, 2006.

* The center's approximately 410 IAM-represented
employees will be offered system furlough options in
accordance with their contract, at call centers in
Chicago, Detroit and Honolulu.

* These employees can also file a transfer request
for other positions throughout the company that may
open in the future.

* Consolidating call center work reduces United's
lease and facility costs.

* A growing number of customers are using united.com
and our voice recognition unit (VRU) system for
ticketing processes.

* We also have third-party vendors taking North
America sales calls.

* Realigning staffing at the Chicago, Detroit and
Honolulu centers utilizes excess capacity at these
facilities.

* United continues to look at organization staffing
levels and facilities across the company, while we
work to improve overall service to our customers.

* Going forward, Reservations' call centers of
excellence are focused on revenue maximization and
customer satisfaction.

49 replies: All unread, showing first 25:
 
User currently offlineTrekster From , joined Dec 1969, posts, RR:
Reply 1, posted (7 years 11 months 1 week 6 days 10 hours ago) and read 5845 times:

Every airline is doing that.
BA's BFS office has now closed, last day was today, as was trading at the last 2 BA travel shops in central london.


User currently offlineCruzinAltitude From United States of America, joined May 2004, 415 posts, RR: 1
Reply 2, posted (7 years 11 months 1 week 6 days 10 hours ago) and read 5845 times:

I used to work at one of United's satellite res offices in Moreno Valley, Ca. I'll tell you this much, I'm glad I didn't transfere to the Dulles office at that time!

User currently offlineBicoastal From , joined Dec 1969, posts, RR:
Reply 3, posted (7 years 11 months 1 week 6 days 8 hours ago) and read 5721 times:

Great. Now more of my calls will be answered by poorly trained Indians with severely lacking English." I wonder how many complaints United gets about its Indian centers?

[Edited 2006-08-19 00:45:14]

User currently offlineCory6188 From United States of America, joined Feb 2004, 2686 posts, RR: 6
Reply 4, posted (7 years 11 months 1 week 6 days 8 hours ago) and read 5712 times:

Quoting Trekster (Reply 1):
Every airline is doing that.

Not really true. AA, CO, B6, and WN all come to mind as carriers whose reservations agents are all in the United States.


User currently offlineMalpensaSFO From , joined Dec 1969, posts, RR:
Reply 5, posted (7 years 11 months 1 week 6 days 8 hours ago) and read 5689 times:

Thankfully United Airlines is not following the trend of closing Res centers in the U.S. and giving the jobs to others overseas. This is a good move for United Airlines and I appluad there effort to keep "Made in America"!

User currently offlineLaxintl From United States of America, joined May 2000, 24834 posts, RR: 46
Reply 6, posted (7 years 11 months 1 week 6 days 8 hours ago) and read 5689 times:

Cant really blame United, or for that matter any type of company. There simply is less demand for call service centers no matter where they are located.

While I dont have info on United's call center volume, I know another carrier which has seen its 2005 call volume equal only approximately 40% if its call volume compared to 10 years ago!

The introduction of the internet and automatic voice response systems can handle the many mundane calls for arrival times, or other general questions let alone to make a reservation.

Factor in the relative high cost of maintaining US staff as volumes decline its only natural for facilities to get shut, or get moved overseas to cheaper locations.

Just another trend resultant due to technology advances and globalisation.



From the desert to the sea, to all of Southern California
User currently offlineAmwest2United From United States of America, joined Jun 2006, 409 posts, RR: 0
Reply 7, posted (7 years 11 months 1 week 6 days 8 hours ago) and read 5680 times:
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Quoting Bicoastal (Reply 3):
Great. Now more of my calls will be answered by poorly trained Indians with severely lacking English." I wonder how may complaints United gets about India?

Not sure how many the HDQ people get, but the front line agents get 1 out 8 or 9 customers complaining about them. I have had many reservations screwed up. A few Customers thought they were buying a PHL-AKL, but got PHL-OAK. A handfull of SJO's, instead of SJC. I understand why United has chosen to outsource to India, but is feels like they keep sacrificing customer service more and more, but I don't think it really is. I support keeping the airline well and trust the leadership to keep us profitable.

[Edited 2006-08-19 00:57:31]

[Edited 2006-08-19 00:58:11]


Life is what happens to you while you making plans to live it!
User currently offlineBahadir From United States of America, joined Oct 2001, 1772 posts, RR: 10
Reply 8, posted (7 years 11 months 1 week 6 days 6 hours ago) and read 5572 times:

Out of college i interviewed with them and got the job. The very first question they asked me was (do you know you can afford to live at $8.xx/hour?). that was a lot of money for me back then (1997) when i was doing night monitoring for $4/hr ...

Good luck to all the ones that will get the pink slip...



Earthbound misfit I
User currently offlineATLAaron From United States of America, joined Apr 2006, 1023 posts, RR: 3
Reply 9, posted (7 years 11 months 1 week 6 days 5 hours ago) and read 5546 times:
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Quoting Cory6188 (Reply 4):
Not really true. AA, CO, B6, and WN all come to mind as carriers whose reservations agents are all in the United States.

Add FL to that list. I have gotten some foreigners who speak little to NO english when I have called both UA and DL, but FL has always been great. (Those are the only three I have ever had to call.)


User currently offlineExFATboy From United States of America, joined Jul 2003, 2974 posts, RR: 9
Reply 10, posted (7 years 11 months 1 week 6 days 5 hours ago) and read 5522 times:

Quoting Bicoastal (Reply 3):
Now more of my calls will be answered by poorly trained Indians with severely lacking English." I wonder how many complaints United gets about its Indian centers?

They just got one from me last week...a simple seat reservation change took 20 minutes.

Of course, if UA didn't have such a crap website design, I could have done it myself. UA's website only allows you to choose seats before clicking the final "purchase" button or on check-in, but at no point in-between.


User currently offlineMalpensaSFO From , joined Dec 1969, posts, RR:
Reply 11, posted (7 years 11 months 1 week 6 days 5 hours ago) and read 5502 times:

Quoting ExFATboy (Reply 10):
Of course, if UA didn't have such a crap website design, I could have done it myself. UA's website only allows you to choose seats before clicking the final "purchase" button or on check-in, but at no point in-between

One of the worst thing about UAL.com is the fact that it does not show the seat map like AA.com. It is so bothersome to look through flight after flight to find the seats you want available. Someday UAL.com will be user friendly. Lets be happy UAL is still around in the meantime.


User currently offlineJerseyGuy From United States of America, joined Oct 2005, 1951 posts, RR: 0
Reply 12, posted (7 years 11 months 1 week 6 days 5 hours ago) and read 5489 times:
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Worst thing is when I call a company and when they transfer me I get the international ring and just know I'm going to get some guy from India.

And yes B6 does use only US agents, they operate out of their home in the Salt Lake City metro area.



Frontier Early Returns Ascent Status| Webmaster of an unoffical TTN page see profile for details
User currently offlineMalpensaSFO From , joined Dec 1969, posts, RR:
Reply 13, posted (7 years 11 months 1 week 6 days 4 hours ago) and read 5451 times:

Quoting JerseyGuy (Reply 12):
And yes B6 does use only US agents, they operate out of their home in the Salt Lake City metro area

Is it true that JetBlue only hires Mormons in the Salt Lake City area for this. I have heard they hire only Mormons for the Salt Lake City positions from both Jet Blue Flight Attendants and Delta Airlines Flight Attendants.


User currently offline1011 From United States of America, joined Feb 2001, 315 posts, RR: 0
Reply 14, posted (7 years 11 months 1 week 6 days 3 hours ago) and read 5416 times:

"Going forward, Reservations' call centers of
excellence are focused on revenue maximization and
customer satisfaction."

Excellence my ass if you get one of those stinking India agents. I am Premier on UA. Even the Premier res line goes to John in India. You complain to UA and they really don't care. They give you a total BS response.

Quoting ExFATboy (Reply 10):
They just got one from me last week...a simple seat reservation change took 20 minutes

It took me 15min to change my seat from 34AB to 13AB in EP. They kept giving me twenti-too E as in Ed. Then sevinteen D as in Dog. I would use the aviation alphabet which would really confuse them. How hard is a seat change. I refuse to actually buy a ticket talking to one of these people.
I can keep going on and on about the problems one Premier flyer has had in the past year talking to these idiots. If they don't know what they are doing or can't understand me they either hang up on me, transfer me to another India agent which I have to start all over, or they finally transfer me to the US.
I know of many Premier and Medallian flyers who got so pissed off with this that they now fly AA.

The worst part is when your flight is cancelled. You have to talk to these idiots when you are trying to go from SAN to ORD and instead they are sending you from SNA to OMF. I know from experience. Yet, UA just doesn't care. I love flying UA too because of EP and Channel 9.

I guess the only thing you can do is to send letters of complaint which you will get a BS response too.

Just put everything online so you don't even have to pick up the phone.


User currently offlineJerseyGuy From United States of America, joined Oct 2005, 1951 posts, RR: 0
Reply 15, posted (7 years 11 months 1 week 6 days 3 hours ago) and read 5413 times:
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RE: B6 Res Agents

The only other thing I've heard about this is that even though you work from home you must live in the Salt Lake City Metro. Maybe one of the many Jetblue crewmembers can confirm that.

[Edited 2006-08-19 05:43:40]


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User currently offlineDeltAirlines From United States of America, joined May 1999, 8894 posts, RR: 12
Reply 16, posted (7 years 11 months 1 week 6 days 2 hours ago) and read 5376 times:

Quoting MalpensaSFO (Reply 13):
Quoting JerseyGuy (Reply 12):
And yes B6 does use only US agents, they operate out of their home in the Salt Lake City metro area

Is it true that JetBlue only hires Mormons in the Salt Lake City area for this. I have heard they hire only Mormons for the Salt Lake City positions from both Jet Blue Flight Attendants and Delta Airlines Flight Attendants.

I doubt that they limit it to Mormons only...I'm pretty sure that it would be breaking some equal-opportunity law where employers can't hire/fire/etc. based on religion/sexual preference/race/etc.


User currently offlineLaxintl From United States of America, joined May 2000, 24834 posts, RR: 46
Reply 17, posted (7 years 11 months 1 week 6 days 2 hours ago) and read 5368 times:

Quoting 1011 (Reply 14):
Just put everything online so you don't even have to pick up the phone

United's going to be launching a new ual.com this fall so hopefully most of your wish will come thru.



From the desert to the sea, to all of Southern California
User currently offlineUadc8contrail From United States of America, joined Sep 2003, 1782 posts, RR: 9
Reply 18, posted (7 years 11 months 1 week 6 days 2 hours ago) and read 5344 times:

Quoting Bicoastal (Reply 3):
Great. Now more of my calls will be answered by poorly trained Indians with severely lacking English." I wonder how many complaints United gets about its Indian centers?

Bicostal,
we have to send a "meter" everytime we get someone that had their res done improperly...worse cases ive seen was a non english speaking passenger wanting to go to durango mexico and bought a ticket to durango colorado....my aeropuerto spanish corrected the fubar but i feel the "meter" was filed in the who gives a s#$t file...along with the others that have been sent....did get questioned why we "fimed" the guy to AA and some other carrier to DGO and my reply was WE DONT fly to durango mexico and it was our fault....if i had a dime for everytime i had someone tell me that "sally,john or mike" in broken english said that it was a $25 to change the res i would be a millionaire...when in reality it is $25 for the excess part



bus driver.......move that bus:)
User currently offlineMasseyBrown From United States of America, joined Dec 2002, 5366 posts, RR: 7
Reply 19, posted (7 years 11 months 1 week 6 days 1 hour ago) and read 5302 times:

While call volume is no doubt shrinking, I'd bet UA finds Dulles the location where it is hardest to hire and retain qualified people. Thus, Dulles is the one they close.


I love long German words like 'Freundschaftsbezeigungen'.
User currently offlineBlueFlyer From United States of America, joined Jan 2006, 3926 posts, RR: 2
Reply 20, posted (7 years 11 months 1 week 6 days ago) and read 5288 times:
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Quoting DeltAirlines (Reply 16):
I doubt that they limit it to Mormons only



Quoting JerseyGuy (Reply 15):
The only other thing I've heard about this is that even though you work from home you must live in the Salt Lake City Metro.

JetBlue decided to hire its reservation agents from the Salt Lake City area because its research shows that it has one of the highest concentration of potential applicants (well-educated stay-at-home moms). That most of them happen to be mormom is a side issue. Anything else and JetBlue would be begging for a massive employment discrimination lawsuit.

The reason you must live in/around Salt Lake City even though the technology could let you live in many other places, is that you have to attend a "refresher" once a month in downtown Salt Lake to keep you up to date on the latest (and greatest?) about your employer.



I've got $h*t to do
User currently offlineUadc8contrail From United States of America, joined Sep 2003, 1782 posts, RR: 9
Reply 21, posted (7 years 11 months 1 week 6 days ago) and read 5288 times:

how many wanna bet that dtwrr is closed in place of the "flagship" store on higgins road!!!!!!


bus driver.......move that bus:)
User currently offlineNWrr From United States of America, joined Mar 2005, 84 posts, RR: 0
Reply 22, posted (7 years 11 months 1 week 5 days 21 hours ago) and read 5218 times:

NW (currently) has all of its Res Centers in the US as well: MSP, HIB, SEA, TPA, and BWI. Actually, part of our last contract agreement with the company, if I recall and understood it correctly, required NW to not permit the outsourcing of 800 line calls overseas. Some non-phone types of work are going to go to SIN, but all calls are still answered by US agents. (As for what happens after the 25th, that's a WHOLE different topic!  stirthepot  )


Welcome to the back of the boat...the non-rev section
User currently offlineChrisNH From United States of America, joined Jun 1999, 4085 posts, RR: 2
Reply 23, posted (7 years 11 months 1 week 5 days 20 hours ago) and read 5191 times:

Quoting Bicoastal (Reply 3):
Great. Now more of my calls will be answered by poorly trained Indians with severely lacking English.

Yes, but the good news is that anyone you speak to will be named 'David.'


User currently offlineRsmith6621a From United States of America, joined Aug 2005, 194 posts, RR: 2
Reply 24, posted (7 years 11 months 1 week 5 days 16 hours ago) and read 4937 times:

Mean while.......Mr Tilton and all the other EXECS are able to live a higher style of life by doing this.....Once again I dont quite comprehend how this type of BIZ practice is going to be of benifit to society....how does this achieve higher wages for the ramp/gate workers.ect in the long run..you know the ones who make the company what it is.....honestly UAL doesnt want career people anymore..Anyone have an explanation.

I feel I have a right to vent I was one of the 465 agents in SEARR last year that had their job OUTSOURCED to INDIA....The UAL press statement make it all seem real nice at that everyone left will benefit...the only one who benifits are Tiltons cronies....BTW it is more than 400 agents it is more like 850.

respectfully yours.



Did You Ever Think Freedom Could Be this Bad
25 Post contains images GMUAirbusA320 : I've heard that to get a job in B6's SLC department, you have to bring your secret Mormon decoder ring. Then, you have to get initiated in a secret c
26 B6WNQX : If I am not mistaken, WN has all their reservation agents in the US. And in fact when you call, you don't get a poke-a-number system. The system polit
27 Post contains links Flyb : I use www.unitedgobusiness.com through orbitz. I am sure that they are Canadian, at least they have similar accents to mine when I call...anyone know?
28 Post contains links PNQIAD : I hate to burst your bubble, but if your point is the US based employees have a better knowledge of geography, you can look at the following link: Su
29 Commavia : American still has domestic reservations offices in Fort Worth, TX; Tucson, AZ; Cary, NC; Hartford, CT; Cincinnati, OH; and Honolulu, HI. However, th
30 Post contains links Avatordon : I seem to recall back in the 80s, right after I transferred from NYCRR, that a simialr press release was issued announcing the closure of ATLRR and NY
31 Cory6188 : Similarly, CO has centers in Houston, Salt Lake City, and Tampa. Interestingly, I've always found the SLC agents to be head and shoulders above the a
32 Atrude777 : Thats exactly right, My calls have been answered instantly everytime I have called Southwest. Alex
33 1011 : It was a nightmare when I was trying to use my Delta miles for a codeshare Alaska Airlines flight. I sure didn't have Mary from SLC, I can tell you t
34 UAPremierGuy : You didn't perhaps know a "Lori" that worked there, did you? She is a good friend of my mother's, and I know that she lost her job as well due to thi
35 COERJ145 : Agreed. I'm tired of having a "paul" in an indian accent. This should go for all companies. It once took me 15 minutes to assign a seat with a US cod
36 EA CO AS : Alaska Airlines can be added to that list as well - our res centers are located in Seattle, Phoenix and Boise - and believe it or not, Phoenix is far
37 Amwest2United : Not my point at all. My point is communication, its hard to understand each other and through that people end up on the wrong flight. I was told of a
38 PNQIAD : Isn't proper training UA's or for that matter any client's responsibility when outsourcing a job funciton and this simply could happen anywhere (even
39 The777Man : I'm glad I transferred to IADCS in July...I don't want to move again. The777Man
40 Post contains images ScottB : That's great and all, but what percentage of Indians can locate New Jersey and New York on a map? After all, if they're doing a job that requires som
41 USPIT10L : Those mistakes can happen anytime an airline serves two cities with the same name, you just have to ask the right questions when you're booking. If i
42 Flyboy14295 : This has been an issue of many airlines and companies, putting call centers in "Atlanta", codename for India. They outsource to these places only to h
43 WDBRR : Wasn't the UA call center in Northern NJ (Rockledge?) before it closed? maybe they called it the NYCRR call center. Heard the IADRR call center was o
44 Post contains links Ramprat74 : http://maps.google.com/maps?f=q&hl=e...299&spn=0.003786,0.010643&t=k&om=0 I'm pretty sure this is it. It looks like a large multi story building.
45 DTWAGENT : Computers are good. But, I still like to talk to a person when I have a question. Computers can't answer all the questions. My heart goes out to all 4
46 Dnl65 : My wife was hired at IADRR in 1988, she was the twelth new hire there. The site eventually grew to nearly 2000 agents before being downsized and outso
47 WDBRR : my heart goes out to those people being affected. another cutback in a troubled industry.
48 Cory6188 : It's entirely possible, although the town you're referring to is Rockleigh. It's actually only about 15 minutes from where I live. I'm surprised that
49 N1120A : Well, sure, I can see more people using the website even if the name United.bomb works well for it, but that VRU is idiotic. Um, I can't speak to the
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