TGIWF is flying to Boston today and I am once again disappointed by the post 911 United Airlines. I have recently taken on the responsibility of all travel at work, and since doing so I realize and live out his travel frustrations with him.
Even though he is a United Mileage Plus Member and has been for quite some time, I can no longer choose his seating prior to departure when making his reservations, no matter HOW early I book his travel. So inevitably, he ends up sitting in a center seat in the back of the plane, usually in front of the bathrooms so he can’t even recline.
So as his assistant, it’s my job to hear his frustration and do something about. Only problem is that no one hears my frustration! If you’ve ever called the United Airlines Reservations or Customer Services lines, you know that after you finally make it to an agent, they are normally located in India and have no idea how to really help you beyond making a simple reservation which is not what I need when I call.
As a very “online” person, I do everything online. I pay my bills, I read my news, I listen to my music…all online. I make TGIWF’s travel reservations online, too. So when I experience a problem, and my only option is to call into a phone number that only gets me to a reservations rep that can only partially help me, I end up hanging up and calling back.
The interesting and frustrating part is that on my third or fifth call when I finally reach someone sitting in the Chicago base, they can magically produce the Economy Plus seating he was originally supposed to get when I made the reservation online with his Mileage Plus number.
United overall customer service: D-
United customer service when talking to US call center: A
Chances of getting to a US call center: 10%
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