Hello from Phuket, Thailand! So far Kevin and I have visited Hong Kong, Macau, Bangkok and Phuket. I’m excited to share our trip reports on the blog when we return home next week. At the moment, my brain has been occupied by a United Airlines rant…
I’m getting pretty sick and tired of United Airline’s extreme lack of customer service since merging with Continental. Yes, I understand that the beginning stages of a merger brings along many glitches, down time, and workers adapting to the new system. For the most part, I have been very patient and forgiving; however, it’s getting to the point where its non-existent customer service is getting ridiculous.
We all know that in this day and age, customer service is absolutely vital to survive in a competitive market, especially in a service business, and it seems that United has not shown us many improvements post-merger.
Dad and I recently took a trip to Portland in March to serve as a mileage run, and our miles have still not posted for our return flight. Normally correcting this is as simple as filling out the “missing mileage request” form, but when do so, all we get is “ticket does not exist”. Next step: call United’s call center.
After waiting on hold for 49 minutes, I get through to an agent that can barely communicate in English, but she very nicely told me that she had manually entered in our missing-mileage credit, and that it would post to our accounts within 24 hours. That call was on March 20. The miles have still not posted.
Fast forward to 5 calls (all with hold times greater than 30 minutes), 3 emails, and 1 fax to United Airline’s customer “care”, the miles have still not posted, nor have we received a response.
I know I’m not alone with my frustrations with United, and my issue is something that could be fixed with a mindless data entry. I can only imagine what others are going through regarding ticketing and travel…
In my search for answers, I came across two similar articles posted recently: United Airlines Passengers Are Still On Hold & United Airlines struggles with long hold times and other woes 3 weeks after computer switch.
OK, enough complaining – time to work on the tan. In the mean time, I’d love to hear about some of your experiences with United post-merger. Are you frustrated too? Please feel free to share.
Time for you to switch to American
I flew LH form GVA to JFK, with mileage credit to UA. 3 emails + 3 calls = nothing yet. Frustrating to say the least.
All I can say is that Jetblue handled their IT cutover much better…Even VX has ironed out most of their issues.
I recognize that UA is much bigger than those two combined. The sad part of UA/CO is that it is not a new system, but merely one that only half the airline is familiar with. By now, lengthy hold times are ridiculous, and UA should adjust staffing accordingly. But as they get bigger, their likelihood of losing customers goes down…
The one flight my girlfriend flew post cutover, was delayed, then she would misconnect on US, and the UA agents had no idea what to do, and eventually bought an AA non-stop ticket to a different airport, despite a UA non-stop available to original destination…
I wish the continental service would have won out over the UA. Oh well, another thing lost in another merger…
How odd, and unfortunate. I hear a lot of people are having trouble with UA, but for me it’s been mostly perfect. Good service in the air, my upgrades are actually clearing at the window instead of at the gate, the website works, miles post, etc.
Although the new voice on the phone to remind you of your upcoming flight is strange. It sounds very pathetic and worried, even when your flight is on time and it should be sounding proud and confident.
I think many of us share your frustrations. The Boards are full of United’s failures and I highlighted some changes I didn’t like in my blog several weeks ago. It is all very sad for what was once a great airline.
i know what you mean. i e mailed united about missing mileage and never heard back. but on etime I did actually get through and had mileage put back immediately to my account. Have you asked to be transferred to miles desk.
they are the ones that can do it. all other times i called i was transferred to one useless person after another.
have fun in Phuket!
I flight on 3/3 didn’t post almost a month later. It happened automatically. I guess be patient with the new system
I have been waiting for a response from United too! The web support representative that I was transferred to when I called told me that the average wait time for a response is 25 days at the moment :(
It is very sad to be a long time 1 K and 3 MM United member and to see what is happening now at the NEW United. I took 10 flights within the last month and on EVERY single trip I have to listening to flight attendant issues, CO was better, UA was better, loosing out on trips, or being more “on call” because of the new company rules.
The moral and the service of the new united is awful. Getting them on the phone, almost impossible. Still waiting for my new 1 K card, it was never mailed out. Never received any e-mails update since the merge and a CEO who
is in denial, for creating a better NEW UNITED, and is promising from day one, that we will all gonna love the new changes at the New United. Besides his welcome video onboard, I have not seen or heard anything from this guy. I am still hoping to get some kind of public response from him. How he is gonna handle all the problems everybody is having lately. Shame on you for letting your employees and more importantly your loyal customers down !!!!
1K and 780,000 miles and I just got a status match at AA. Sorry UA. First class full fare, chair was broken, ran out of meala and the FA had the audacity to tell me I should know better for sitting there since that area gets served last. (excuse me but there were 3 non revs in that cabin eating). audio didnt work. seat didnt recline. what did i get. a 500 mile sorry cert. WTF. connect to a flt with no water pressure so lavs were out of function. OH. and the Captain mentions.. this is a CO cockpit and a CO crew.. HUH? get back in one piece wait for luggage cause there arent enough ramp since they are working an outbound flt since the new system is screwing up. The final insult? I didnt get my miles for First. Only for Eco. called and they claim it was an UG and not Full. fax in reciept, emailed my confirmation from UA. This was March 10th. nothing. 10 flts coming in 5 weeks. Thanks AA! Looking forward to it.
I sent them info on their elite match program twice, never heard a word. Never got credit for a flight in Asia, and their site says to mail the ticket info to the, Welcome to 1974 United
I have to buck the trend here.
I have had 4 RT flights since the Mar-3 merger and the only issue has been with weather. I have made four award reservations, one fairly complicated to the Maldives and again no issues. In contacting United regarding the award reservations I had no significant wait times, but I did wait until the end of March, and I had very helpful agents (and yes one CSA to use your words “barely spoke English” or to use my words “spoke with an accent” but was very helpful, pleasant and professional)
You took a fight right after the March 3rd operations merger ( an admitted nightmare). You were aware that they were having serious issues with the merger and their Call Centers are overwhelmed and the admitted wait times were going to be from 30 minutes to an hour. Yet you contacted United times to resolve a mileage posting issue that could have waited? I am not apologizing for United’s management fiasco but try to remember the people in the front lines have been swamped and take the brunt of the passenger frustration, so try to cut them some slack. As long as you have documentation on your flight I am sure it will be resolved.
I agree with your frustration. I am no longer an elite member and so I was expecting a certain amount of longer wait times, but this is ridiculous. I have been documenting my wait times…all over an hour just to speak to someone. I have tried e-mails and am still waiting for a respond a month later. I have tried to help family members book with United and they chose to go with other responsive airlines. Sad, but true. I’m trying to stay loyal, but customer service with Continental was always exemplary for me and now I am rethinking my loyalty.
I had a long wait too but my miles did get credited – one after 24 hours and the other (which was on US Airways) after 48 hours. I am beginning to think if I am better off on Delta (Medallion for 2012) or try and get Premier on UA. I have about 3 trips coming up.
@jeff.Glad to hear you had smooth sailing since the merger,and hope it continues.The issue here is customer service.”barely spoke English” is not an issue.At my job, when I give a customer assurance that a problem will be resolved.I will make sure it is resolved.In today’s economic times corporations are quick to layoff workers, at the expense of customer service, and fellow call center co workers are overwhelmed.That’s why we are reading about pilot’s,stewardess flipping out.
First I hope you are enjoying the heat of thailand and I am sure the mosquitoes are enjoying the new flavor in town. Second I canceled a award ticket for 85k UA miles on 3/25 and still no redeposit. I have been on the phone for 2hrs disconnected each time and no email reply or twitter reply (weird). Ughh I need a drink
Update: Miles have posted this morning! coincidence…but incorrectly calculated of course (forgot to add the elite bonus & first class bonus)… hmmm… guess I’ll be sending more emails after all.
Wow after reading all of these comments, I’m glad I’m not alone. Let’s hope things work out for the best really soon or I’ll have to take my 15 year loyalty with CO/UA elsewhere… LOL
I have missing miles from multiple trips. Have followed the instructions, but get no response. Funny thing is, they have no difficulty billing me for flights, but they can’t get the miles part working. I cannot help but wonder if they are gaming the system to cut down on the number of miles they give out.
I requested an upgrade for a trip in January. First class was full, and upgrade was not used. I have called 2x times, and emailed, but still no response. Today, I waited 20 minutes to ask about this an about an Air Canada (aren’t they partners?) flight I booked through the United website, which mentioned 0% miles accrued towards MileagePlus credits. After waiting for 20 minutes, the person on the line did not speak (nor understand, for that matter) English very well. What is going on! I was transferred to the mileage crediting department, and they hung up on me citing “reasons beyond our control.” Wow! Makes me not want to fly United ever again!
Horrible experience, booked a couple months ago, confirmed my dog reservation in cabin 2 nights before flight, on hold for 35 minutes, then a very rude employee. Showed up at 3 am for a 5 am flight, no one in charge, slow line, not enough check in agents. Finally, the agent denied us boarding, said the Mexican Government changed their regulations and no dogs in cabin, period. Cargo only. No one called to tell me this. Called about my refund the agent assured me was in the system, and no he could not print me anything while I was at the counter. United rep said I had a non refundable ticket and I chose not to board! Asked for a supervisor, after 1 hour and 4 minutes, she listened, continued to put me on hold and I am told I will have a full refund within 2 billing cycles……OMG. Made some calls to Mex to find out there is no such regulation at all, flying in to Mex on American! Incredibly poorly trained idiots at United.
This is a complaint about a change in 1K upgrade benefits. I noticed today for the first time that the system for what we used to call System-Wide upgrades has changed. In old United, these were valid until the end of March of the year for which they were issued. That is, if I qualified for 1K by traveling 100,000 miles in year 1, I was 1K in year 2 and my upgrades lasted until March of year 3. Now you issue them when I reach 100,000, and they are valid for i year from that date. That is really, really bad, since this is the most important benefit for 1 K. Under this system, if I happen to do a lot of travel earlier in the year A, and later in year B, there will be a period in year B when upgrades I hadn’t used have expired and new ones are not yet available. THIS IS REALLY BAD TREATMENT OF YOUR BEST CUSTOMERS. You absolutely should set up upgrade validity so that my access to upgrades is not interrupted as long as I continue to earn 1 K benefits.
Yes, the merged carrier is FAR subordinate to the previous entity. And their technology continues to languish with ZILLIONS of processing defects. And yes call and email inquiry response times are still far unacceptably too long.
The CEO and his entire management team should be fired as complete failures.
As for me, I no longer fly UA. AA matched my MM status and so I’m outta their cabins for good!
Ive been on phone for 90 minutes following days of calls to United. They have stolen 2k from me after ripping me off for hundreds more after I had to cancel a flight. I used the (reduced) travel certificate they issued me but they also charged my credit card (again) for another 2K. So now I have not traveled and Im out 5K. They acknowledge the error (after 90 minutes on the phone)but say it will take 2 billing cycles for them to credit my account. So they get to keep thir money (if indeed I ever get a refund) for a total of 3 months. They are awful. I wait hours on the phone. Call after call. Customer sevice? I think not.
Hi Angelina,
I just got from a trip flying with United and they basically ruined my vacation. I can’t stand companies like this one that use their terrible customer service representatives to take people through countless loops and never really fix the problems they create. You might like the meme I created and used in the post about my experience, here: http://www.hinteresting.com/2012/11/27/united-airlines-fail/.
Basically, they turned our 5 hour trip into 16 hours, 3 seperate airplane rides, extremely rude flight attendants, all with our 3 little kids. In addition, their customer service department changed their story twice about how they were going to make it right for us. United Airlines is a terrible company.
We traveled to the Houston airport this morning which my daughter (age 13) was flying back out of Houston (she travels back and forth due to joint custody very often). Upon arriving we went to the B terminal to check in for a 7:14am flight to Columbus. The Lead/Manager approached us and blasted “NEXT IN LINE” several times over and over. I told her my child was traveling alone and we needed an attendant, she aggresivley said – NEXT! YOU MUST COME UP HERE. We followed her direction and she proceeded to try to recheck us in. At that point she said you are going through Chicago, and I told her no, this is a 13 year old child and she is on a direct flight. She then told me I was wrong – JUST LOOK AT THE SCREEN! I handed her our flight bookings and she said, Oh…well your flight has been cancelled and she has to fly through Chicago. I told her a 13 year old can’t fly through Chicago in a snowstorm, this isn’t going to work. She said well there isn’t another direct flight until tomorrow! I told her again a child can’t fly alone through Chicago and rebook her. Throughout this interaction this individual was rude and unprofessional. We spend thousands of dollars a year, likely over $20K to fly our children back and forth from CMH to IAH and are forced to use United due to the merger with Continental. This type of behavior reminds me why we tell our staff – the experience is the reality of the customer and always walk in their shoes. I’m truly disappointed to have to invest in a company with such little regard to families,and the day after Christmas…imagine. Happy Holidays from United Airlines…
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I cannot tell you how disgusted I am with UA. The custoner service is next to zero on a scale of 10. I am tired of their BS. They should just close shop and fire all their front desk people. UA will be my last choice of airline and that is when I have no choice at all.
I booked a flight with united airlines from Canada going to Merida Mexico for 5 weeks. by the 4th week my travel partner became ill with Dengue fever (doctors note). we had purchased insurance at the same time when booking the trip. So the first person I contacted was Allianz Global,I was then told to call United. So I called and spoke with 7 different people 2 times I got hung up on or “put through to another department” that wasn’t open. I explained the situation and asked what could be done for us. the original departure date was for a Tuesday but we wanted to go a back home as soon as possible this was a Friday so we were hoping to get out during the weekend. I was quoted all different prices ranging from 500-900$, non of which made any sense to me because when I looked online myself a new ticket from united websites only cost $356 taxes included so I figured since I only used half of my ticket purchased they should be able to apply the remaining amount to this new ticket. But no they could not I was finally told in the end by a “manager” that there was nothing that they could do for me and that I would need to call back on Monday when another department was open. I was horrified I have never seen or heard of any customer service acting this way. I myself will never be flying with United airlines again. the planes were very old and cramped and the flight attendants didn’t seem to happy to be aboard. but when they wouldn’t help over the phone and refused to even try that was the last straw. I have written to customer service to see how this matter should have been handled..and have yet to hear back from them, going on week 3.