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.