WDBRR From United States of America, joined Jan 2005, 634 posts, RR: 0 Posted (2 years 9 months 1 week 4 days 8 hours ago) and read 7058 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?
tpaewr From United States of America, joined May 2001, 457 posts, RR: 0
Reply 6, posted (2 years 9 months 1 week 4 days 5 hours ago) and read 6652 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
707lvr From United States of America, joined Jun 2004, 589 posts, RR: 2
Reply 7, posted (2 years 9 months 1 week 4 days 4 hours ago) and read 6578 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.
WDBRR From United States of America, joined Jan 2005, 634 posts, RR: 0
Reply 8, posted (2 years 9 months 1 week 3 days 14 hours ago) and read 5980 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.
PI4EVER From United States of America, joined May 2009, 706 posts, RR: 2
Reply 9, posted (2 years 9 months 1 week 3 days 13 hours ago) and read 5895 times:
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.
SW733 From United States of America, joined Feb 2004, 6447 posts, RR: 8
Reply 11, posted (2 years 9 months 1 week 3 days 13 hours ago) and read 5775 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)
RWA380 From United States of America, joined Feb 2005, 3957 posts, RR: 5
Reply 12, posted (2 years 9 months 1 week 2 days ago) and read 3996 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
wjcandee From United States of America, joined Jun 2000, 5559 posts, RR: 22
Reply 13, posted (2 years 9 months 1 week 1 day 19 hours ago) and read 3800 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?"
"Did you know that Delta now offers water on all its nonstops? Ask an agent to find out all the details."
bahadir From United States of America, joined Oct 2001, 1914 posts, RR: 10
Reply 15, posted (2 years 9 months 1 week 1 day 6 hours ago) and read 3392 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.