Sponsor Message:
Civil Aviation Forum
My Starred Topics | Profile | New Topic | Forum Index | Help | Search 
UA Call Centers now in India?  
User currently offlineWDBRR From United States of America, joined Jan 2005, 611 posts, RR: 0
Posted (2 years 2 days 6 hours ago) and read 6629 times:

I tried to call UA on the old CO number 800-525-0280,
was connected to a guy with a thick accent, called again,
same thing. I asked him about my schedule change on
my reservation, he had to put me on hold to check it
I wanted to get a refund since they cancelled my flight
and the new times don't work for me. He said he
couldn't reach anyone, the lines were busy.
I told him I could call back tomorrow.
I asked him where he was, he said New Delhi India.
is this something new?? A few years ago I would
call CO and the agent would answer the phone:
"Continental Airlines Houston, this is Mary" or whatever
their name was. I am not happy with this change.
Anyone have information about this?

[Edited 2012-09-27 20:42:54]

17 replies: All unread, jump to last
 
User currently offlinegizmonc From United States of America, joined Mar 2011, 309 posts, RR: 0
Reply 1, posted (2 years 2 days 5 hours ago) and read 6545 times:

Watch this youtube.com video and you will be amused and forget about UA CALL CENTERS:

http://www.youtube.com/watch?v=JeSaqjSqits


User currently offlineFlyingSicilian From Italy, joined Mar 2009, 1334 posts, RR: 0
Reply 2, posted (2 years 2 days 5 hours ago) and read 6470 times:

Ye olde CO IIRC only had call centers in the US (at least over the last several years).
UA did/does do some outsourcing. IIRC Elites might get US centers only...? Not sure though.



“Without seeing Sicily it is impossible to understand Italy.Sicily is the key of everything.”-Goethe "Journey to Italy"
User currently offlineNWADTWE16 From United States of America, joined Jun 2012, 242 posts, RR: 0
Reply 3, posted (2 years 2 days 5 hours ago) and read 6464 times:

They have a center in ORD and i think a minimal one in DTW but main offices are MANILA/NEW DELHI

User currently offlineEA CO AS From United States of America, joined Nov 2001, 13612 posts, RR: 62
Reply 4, posted (2 years 2 days 4 hours ago) and read 6382 times:
Support Airliners.net - become a First Class Member!

Did CO/UA close SLC res and TPA res?


"In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan
User currently offlinegigneil From United States of America, joined Nov 2002, 16347 posts, RR: 85
Reply 5, posted (2 years 2 days 3 hours ago) and read 6315 times:

So you're saying then that all the CO call centers were closed? Because CO didn't have ORD and DTW facilities.

I know for a fact that's not true.

NS


User currently offlinetpaewr From United States of America, joined May 2001, 452 posts, RR: 0
Reply 6, posted (2 years 2 days 3 hours ago) and read 6223 times:

PMUA had large off shore in MNL and India, and still does, to the degree possible these contracted worker are being shifted away from customer facing roles, but due to their scale it won't be 100%

PMUA also had smaller vendors in PVG, Poland, and a few other places. In addtion to smaller badged UA offices in SIN,EZE,NRT,MEX and other.

Stateside UA has DTW,ORD, and HNL.

PMCO had IAH and SLC left as "Brick and Mortor" office but that bulk of CO res, TBM, customer care, and various other processes all worked from home all over the USA, with large groups in TPA and DEN echoes of the former offices in those cities.

CO had no US calls going offshore beyond a small "over flow" of Spanish to MTY is the US Spanish desk was busy. MTY main job was to replace the various office once all over LatAm.

CO had done the same in Europe with a badged CO office in BRU (excluding ATH which was covered by badged CO in TLV), while CO move the UK calls from the London office to TPA. But BRU was also being pulled down in favor of sending the call to the USA, this same process was happening at the CO offices in HKG and GRU. PMUA and CO were going to totally diff directions, one offshoring one onshoring.

Across the board the current process is a compromise for the mid-term to reconcile two VERY diff biz plans.


It will take a few years to sort out how the large legacy of vendor from UA is handled, along with the still unfolding unionization of the CO side, and the fact that PMUA had no remote program.

It is still too early to see exactly how thing wll play out in the end. Lets hope better than it has for all the folks at CO Cargo all of who are lost to vendor like sUA. But for the time being sUA and sCO res still function rather separately behind the scenes. What you get calling the 800 depends on you status and your luck


User currently offline707lvr From United States of America, joined Jun 2004, 585 posts, RR: 2
Reply 7, posted (2 years 2 days 2 hours ago) and read 6149 times:

I don't care for overseas call centers in any business, but not because they're not 'mericun. It's because they are unable to do any but the most rudimentary things. This is by design. Nevertheless, I am ALWAYS NICE to the people on the phone. It's isn't their fault that our companies put this bothersome business responsibility someplace far away so as not to be .. bothered. I'd like to encourage others from my country to be proper as well. If you're pissed, don't holler at "Heather;'" write a letter to the Chairman instead. One of his many assistants will write you a nice letter back.

User currently offlineWDBRR From United States of America, joined Jan 2005, 611 posts, RR: 0
Reply 8, posted (2 years 1 day 12 hours ago) and read 5551 times:

I called UA today, got someone in Manila (I asked) who understood my issue
and cancelled my reservation for a full refund. I booked my reservation several
months ago and there had been several schedule changes and it's much
later that what I originally booked. At least it got resolved.


User currently offlinePI4EVER From United States of America, joined May 2009, 681 posts, RR: 2
Reply 9, posted (2 years 1 day 12 hours ago) and read 5466 times:
Support Airliners.net - become a First Class Member!

CO itself closed the TPA res office a couple years ago with many agents opting to work from home. This was an ex-EA center and at its peak CO staffed TPA with 500+ employees. DL still has a TPA office with combined DL and NW folks.
I remember when UA had a large res center in the Washingon, DC area with a bunch of really great folks working in the facility and who were particuarly helpful to other airline employees when crap happened.
It is a shame to see off shore outsourcing to an office that can handle little or no formal issues for a passenger. This was a major issue with US when they too used Manila/Guatamela/Mexico offices who could do little beyond seat assignments and did not understand basic ticketing or travel issues. If you asked to speak with a supervisor, you'd get disconnected because there likely weren't any....and they could not transfer you to PHX, or INT. Frustrating to no resolution in some cases until you showed up at the airport.



watch what you want. you may get it.
User currently offlineaeroblogger From India, joined Dec 2011, 1363 posts, RR: 0
Reply 10, posted (2 years 1 day 12 hours ago) and read 5450 times:

I purposely never call the elite line, because that always routes to call centers in the US. UA may not have a Hindi call center, but the non-elite line is as good as one  


Airports 2012: IXE HYD DEL BLR BOM CCU KNU KTM BKK SIN ICN LAX BUR SFO PHX IAH ORD EWR PHL PVD BOS FRA MUC IST
User currently offlineSW733 From United States of America, joined Feb 2004, 6329 posts, RR: 9
Reply 11, posted (2 years 1 day 11 hours ago) and read 5346 times:

Heck, I remember trying to get from ICT to ORD on UA in 2006 and when my flight was cancelled the night before, I called to get on an earlier flight besides the auto-rebook and it was an Indian call center. That was just about 6 years ago (12/2006)

User currently offlineRWA380 From United States of America, joined Feb 2005, 3294 posts, RR: 5
Reply 12, posted (1 year 12 months 4 days 22 hours ago) and read 3567 times:

UA has had call centers in DEL, MNL and one in S. America for many years 10+, IIRC someone decided early on in that venture to put some 1K desk folks in India, that didn't really have a good impact on 1K's and it was reverted back to the US.


AA AC AQ AS BD BN CO CS DL EA EZ HA HP KL KN MP MW NK NW OO OZ PA PS QX RC RH RW SA TG TW UA US VS WA WC WN
User currently offlinewjcandee From United States of America, joined Jun 2000, 5186 posts, RR: 22
Reply 13, posted (1 year 12 months 4 days 17 hours ago) and read 3371 times:

Quoting gizmonc (Reply 1):
Watch this youtube.com video and you will be amused and forget about UA CALL CENTERS:

Thanks for that link! That woman is absolutely brilliant! I ended up watching about 10 of her videos. I was most intrigued that she zinged Delta about things that only an a.nutter would realize were right on target:

First, the trash Georgia accent is spot-on, even though she is from California.

Then, the script. I love:

"Earn up to 100,000 miles when you fly from anywhere to Detroit."

"Did you know that Delta now has direct service to Kyrgyzstan?"

and...

"Did you know that Delta now offers water on all its nonstops? Ask an agent to find out all the details."

ROFLMAO. More at www.rosemarywatson.com


User currently offlineBraniff747SP From United States of America, joined Oct 2008, 2988 posts, RR: 1
Reply 14, posted (1 year 12 months 4 days 16 hours ago) and read 3314 times:

United has had call centers in India for years. Most everytime I call them, I get routed to India.


The 747 will always be the TRUE queen of the skies!
User currently offlinebahadir From United States of America, joined Oct 2001, 1794 posts, RR: 10
Reply 15, posted (1 year 12 months 4 days 4 hours ago) and read 2963 times:

Quoting PI4EVER (Reply 9):
I remember when UA had a large res center in the Washingon, DC area with a bunch of really great folks working in the facility and who were particuarly helpful to other airline employees when crap happened.

That was going to be my first job in 1997 when I got out of college but I decided not to go because of a better offer somewhere else.

It was a great bunch of folks during the interview and I am sad that they fell victim to outsourcing.



Earthbound misfit I
User currently offlineBFinSF From United States of America, joined Aug 2012, 8 posts, RR: 0
Reply 16, posted (1 year 12 months 4 days 4 hours ago) and read 2913 times:

As a PMUA flyer since the early 90s, I find little difference in proficiency between the Delhi and Houston (PMCO) call centers.

Give me Honolulu on any given day, those folks are consistency the top of the mark.


User currently offlineRyanairGuru From Australia, joined Oct 2006, 5608 posts, RR: 5
Reply 17, posted (1 year 12 months 3 days 7 hours ago) and read 2514 times:

Quoting BFinSF (Reply 16):
Give me Honolulu on any given day, those folks are consistency the top of the mark.

I agree, but in the past 6 months I went out of my way to find a PMCO agent ... they know how to use Shares!!!



Worked Hard, Flew Right
Top Of Page
Forum Index

This topic is archived and can not be replied to any more.

Printer friendly format

Similar topics:More similar topics...
Reservation Call Centers In Other Countries posted Wed Apr 5 2006 23:38:46 by BA747
Airline Call Centers posted Mon Dec 5 2005 06:29:59 by Msett1
Where Are IndyAir Call Centers? posted Sun Oct 31 2004 21:32:29 by Hawaiian717
SWA- Closes Some Call Centers In LIT, DAL And SLC posted Wed Nov 5 2003 00:29:15 by Atcboy73
Southwest Downsizes Call Centers posted Tue Nov 4 2003 20:47:42 by Jblake1
Continental In UA Colors - Call Sign? posted Mon Nov 8 2010 05:59:57 by xdlx
A Merged UA CO Would Call Chicago Home; Smisek Prz posted Thu Apr 22 2010 21:20:50 by evanbu
UA Australia Call Centre Closing-move To Philipines posted Sun Apr 16 2006 02:22:26 by Simpilicity
UA To Close Two More Res Centers posted Mon Apr 3 2006 19:11:30 by RampRat74
UA To Close DEN Call Center posted Thu Nov 17 2005 05:32:44 by UAPremierGuy