idlewildchild
Topic Author
Posts: 236
Joined: Sun Nov 20, 2011 8:38 pm

UA Mileage Plus Telephone Service

Sun Mar 25, 2012 3:25 pm

I'm now waiting over 20 minutes to try and speak with someone at Mileage Plus and we're March 3rd + 21 days. Truly unacceptable. I'm trying to book, using the website, at JFK-CPT /- JNB-JFK 120k business class ticket for next January or February and guess what? Surprise, surprise. I find a JFK-JNB-CPT on the nonstop SA JFK-JNB and can't find a return that has J class available throughout unless I want MS through CAI, which is NO WAY I'm doing that.

So here I am, saving miles, using the credit card (Chase) Presidential Plus ($350 a year), flying UA/CO loyally, even if it means going out of my way to fly them - I live on east side of manhattan and JFK is much more convenient but I go to EWR based on loyalty. So they get my money for banking (Chase), money for miles and travel and I receive all this nonstop marketing about how fabulous it is to be associated with them in a program that gives 'more travel options around the world...' but I'm beginning to feel, much like many folks, it's so difficult to use the miles I may just not even bother and drop them and my credit cards and go back to Amex, period.

Am I alone in feeling this way? Especially since March 3rd and absolutely not being able to get through to anyone on the phone? I've been trying to book this trip for 3 weeks but everytime I call I hang up after waiting 20 minutes. It's Sunday today and I'm going to see how long it takes, I'm now at 25 minutes and going to wait.

Just wanted to reality check I'm not the only one (I'm sure I'm not) and to see if fellow UA mileage plus members are going to organize to do something to formally complain to try and get change? I'm willing to organize something.

Thx
PS to those folks 'on the other side' who may wish to flame me for being too needy, demanding, etc... when you've spent over $100k a year on travel and another $50k on credit card sales to demonstrate loyalty, then I'll listen to you - until you do, please save it.
 
idlewildchild
Topic Author
Posts: 236
Joined: Sun Nov 20, 2011 8:38 pm

RE: UA Mileage Plus Telephone Service

Sun Mar 25, 2012 3:57 pm

I'm at the 50 minute hold time and still waiting. I'm giving it an hour an giving up again. Thanks for listening but it all feels so futile. Why can't they have people to answer the phone? I NEVER had this problem when I called Continental or United separately, why is it a problem now??? I just don't get it. 3+ weeks into the formal public technical and service merger and waiting 50+ minutes to get through to their frequent flyer service lines is just nuts.
 
idlewildchild
Topic Author
Posts: 236
Joined: Sun Nov 20, 2011 8:38 pm

RE: UA Mileage Plus Telephone Service

Sun Mar 25, 2012 4:11 pm

OK - i'm over 60 minutes and am going to hang up and go to the gym to work out my frustration and anger. If anyone has a way of getting through to mileague plus - I'm willing to dial long distance - please let me know. Thanks

Just sign me off,
United in desperation.
 
LOWS
Posts: 1194
Joined: Sun Oct 23, 2011 5:37 am

RE: UA Mileage Plus Telephone Service

Sun Mar 25, 2012 5:43 pm

Quoting idlewildchild (Thread starter):
want MS through CAI, which is NO WAY I'm doing that.

Out of curiosity, what's wrong with MS? Political turmoil?
 
IAHFLYR
Posts: 3941
Joined: Sat Jun 25, 2005 12:56 am

RE: UA Mileage Plus Telephone Service

Mon Mar 26, 2012 1:30 am

Just solve the problem and become a 1K or Global Services.....they have no wait time at all!  

[Edited 2012-03-25 19:18:28]
Any views shared are strictly my own and do not a represent those of any former employer.
 
IAHWorldflyer
Posts: 432
Joined: Mon Feb 06, 2012 7:22 pm

RE: UA Mileage Plus Telephone Service

Mon Mar 26, 2012 2:09 am

Hiring more people to answer the phones wouldn't help show the cost savings of the merger now would it?  

If you don't get though, I would suggest the you continue to check reward availability at least once a day. It can change that often, though the biggest change days seem to be Wednesday morning and Saturdays. Also, delete their cookies after you check on the website, as there are some theories that they record your ISP address as looking for a particular journey and "price" accordingly. I agree that rewards have been getting harder and harder to redeem. That's why I just purchased skyteam tickets for an upcoming trip to Europe. Schedules and convenience are going to trump earning miles for me from now on.
 
RyanairGuru
Posts: 6554
Joined: Wed Nov 01, 2006 3:59 am

RE: UA Mileage Plus Telephone Service

Mon Mar 26, 2012 9:42 am

Google 1K1Call, and hope the person doesn't hang up on you when they discover you aren't 1K  
Worked Hard, Flew Right
 
idlewildchild
Topic Author
Posts: 236
Joined: Sun Nov 20, 2011 8:38 pm

RE: UA Mileage Plus Telephone Service

Tue Mar 27, 2012 12:43 am

Thanks. I found a way 'in." Now the only question is does SA allow a waitlist for J class?

When I did get through the UA mileage plus agent said it's horrendous and said she'd never seen anything like the problems they're having. Also, the Chase folks from the Presidential Plus side of the world said they'd add my complaiint to the hundreds they're receiving since the switch over from CO. Amazing they can't figure this out but, in any event, for now I'm OK though could only get the JNB-DKR-IAD on SA in J coming back for NEXT February, seems they're not allowing any mileague folks on the JNB-JFK though I did get it going down though as a connection to JNB.
 
abrelosojos
Posts: 4049
Joined: Sun May 29, 2005 6:48 am

RE: UA Mileage Plus Telephone Service

Tue Mar 27, 2012 3:28 am

Quoting IAHFLYR (Reply 4):
Just solve the problem and become a 1K or Global Services.....they have no wait time at all!  

= This is not true. It took me 3 hours to get through to GS last week. Just saying   -

Saludos,
A.
Live, and let live.
 
zrs70
Posts: 3300
Joined: Sun Dec 10, 2000 4:08 am

RE: UA Mileage Plus Telephone Service

Tue Mar 27, 2012 6:23 am

Why not just book a one way award for the outbound (just to secure it)? Then work on the return later on?
17 year airliners.net vet! 2000-2016
 
flyTPA
Posts: 134
Joined: Mon Nov 24, 2003 11:17 pm

RE: UA Mileage Plus Telephone Service

Tue Mar 27, 2012 3:41 pm

I feel your pain. It took me 3 days to get an award ticket booked. Availability showed up online but when I got to the point of purchase, I got an error message and it referred me to their Computer Support Desk. I called the Premier Desk and after a 90 minute wait, the agent told me that none of my flights were available. So I picked different ones that clearly showed availability online-and was told again that the flights weren't available. I repeated the procedure the next day and I was again told that the award seats available online weren't really available (this after a 70 minute wait to speak to a representative). I finally gave up and used AMEX points and got my ticket through Aeroplan which was quick and painless. For now, it seems as if my Mileage Plus points and my Presidential Plus card are useless...I have no desire to waste any more time on the phone with them.
Signore e signori-benvenuti a bordo questo volo per l'Italia!
 
IAHFLYR
Posts: 3941
Joined: Sat Jun 25, 2005 12:56 am

RE: UA Mileage Plus Telephone Service

Tue Mar 27, 2012 9:34 pm

Quoting abrelosojos (Reply 8):
This is not true. It took me 3 hours to get through to GS last week. Just saying



Sorry Pal, I just now got off the phone with a very polite and friendly woman at UA 1K number in order to change a ticket.....total time 10 minutes including the change of itinerary.
Any views shared are strictly my own and do not a represent those of any former employer.
 
AustrianZRH
Posts: 844
Joined: Tue Aug 07, 2007 5:55 pm

RE: UA Mileage Plus Telephone Service

Wed Mar 28, 2012 9:39 am

Have you tried SA 207 from JNB to IAD and connect there to LGA? Seems to be pretty wide open in C end of Jan 13/beginning of Feb 13. You might want to check http://awardfinder.juny4ng.com, checks for *A awards pretty quickly.
WARNING! The post above should be taken with a grain of salt! Furthermore, it may be slightly biased towards A.
 
idlewildchild
Topic Author
Posts: 236
Joined: Sun Nov 20, 2011 8:38 pm

RE: UA Mileage Plus Telephone Service

Thu Mar 29, 2012 11:33 am

Quoting AustrianZRH (Reply 12):
Have you tried SA 207 from JNB to IAD and connect there to LGA? Seems to be pretty wide open in C end of Jan 13/beginning of Feb 13. You might want to check http://awardfinder.juny4ng.com, checks for *A awards pretty quickly

Yes, that's what I ultimately booked for the return figuring an hour in Dakar breaking up the trip may not be that bad, though of course I would have prefered the JFK nonstop - I'll keep checking on that and change it if it opens.

As to getting through

Quoting flyTPA (Reply 10):
I feel your pain. It took me 3 days to get an award ticket booked. Availability showed up online but when I got to the point of purchase, I got an error message and it referred me to their Computer Support Desk. I called the Premier Desk and after a 90 minute wait, the agent told me that none of my flights were available. So I picked different ones that clearly showed availability online-and was told again that the flights weren't available. I repeated the procedure the next day and I was again told that the award seats available online weren't really available (this after a 70 minute wait to speak to a representative). I finally gave up and used AMEX points and got my ticket through Aeroplan which was quick and painless. For now, it seems as if my Mileage Plus points and my Presidential Plus card are useless...I have no desire to waste any more time on the phone with them.

And I feel yours - incredible, right? I'm sorry you've been in the same loop as me. I'm going to private message you the solution to getting through.
 
AustrianZRH
Posts: 844
Joined: Tue Aug 07, 2007 5:55 pm

RE: UA Mileage Plus Telephone Service

Thu Mar 29, 2012 11:58 am

Quoting idlewildchild (Reply 13):
Yes, that's what I ultimately booked

Stupid me. How did I miss your post that you already booked? Pheeeeew, I'm getting old...
WARNING! The post above should be taken with a grain of salt! Furthermore, it may be slightly biased towards A.
 
idlewildchild
Topic Author
Posts: 236
Joined: Sun Nov 20, 2011 8:38 pm

RE: UA Mileage Plus Telephone Service

Fri Mar 30, 2012 1:16 pm

Quoting AustrianZRH (Reply 14):

Stupid me. How did I miss your post that you already booked? Pheeeeew, I'm getting old...

Join the club AustrianZRH - my doc says I'm one pizza away from a heart attack!
 
idlewildchild
Topic Author
Posts: 236
Joined: Sun Nov 20, 2011 8:38 pm

RE: UA Mileage Plus Telephone Service

Mon Apr 02, 2012 8:09 pm

Just received an apology email and they're going to send me, electronically, $100 off next flight. I didn't ask for that, I just want them to pick up the phone! Also, I've noticed they've made it official with their site notifications that they're having difficulty handling the 'volume' of calls. No, it's not the volume, it's your staffing pattern in reservations!
 
idlewildchild
Topic Author
Posts: 236
Joined: Sun Nov 20, 2011 8:38 pm

RE: UA Mileage Plus Telephone Service

Mon Apr 02, 2012 8:10 pm

The official "Notice"

Notice regarding Contact Center call volumes

Our Contact Centers are currently experiencing extraordinarily high call volumes. In some cases hold times exceed an hour, and you may be prompted to try your call at another time. We are working to improve this service level and apologize for any inconvenience this may cause.

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